From confusion to confidence
| Findings . | Illustrative extract from data . | In relation to previous literature . |
|---|---|---|
| Confusion to confidence Pharmacists were needing to become accustomed to something that seemed different from the traditional way of relating to customers | P10 “I was cautious when the supplier offered the new mobile app for the first time. I searched for information on the web. I also asked my colleagues for their opinions. Honestly, I found it hard to understand how a mobile app could help me in my daily work” | Pharmacists' resistance arises due to poor understanding of the main concepts behind information technology for customer service (Spanakis et al., 2019; Crilly et al., 2019; clauson et al., 2013) |
| P21 “I was forced to keep myself up-to-date since my customers were asking for these new technological tools. I didn't intend to use them. At the end of the day, I am a health professional, not a supermarket” | ||
| P24 “I am always hungry about new tech. Nevertheless, I thought a pharmacy could get no benefit from the implementation of these mobile apps. It was my own interest, and the requests of my clients, that pushed me to look in depth into these new possibilities” |
| Findings . | Illustrative extract from data . | In relation to previous literature . |
|---|---|---|
| Confusion to confidence Pharmacists were needing to become accustomed to something that seemed different from the traditional way of relating to customers | P10 “I was cautious when the supplier offered the new mobile app for the first time. I searched for information on the web. I also asked my colleagues for their opinions. Honestly, I found it hard to understand how a mobile app could help me in my daily work” | Pharmacists' resistance arises due to poor understanding of the main concepts behind information technology for customer service (Spanakis et al., 2019; Crilly et al., 2019; clauson et al., 2013) |
| P21 “I was forced to keep myself up-to-date since my customers were asking for these new technological tools. I didn't intend to use them. At the end of the day, I am a health professional, not a supermarket” | ||
| P24 “I am always hungry about new tech. Nevertheless, I thought a pharmacy could get no benefit from the implementation of these mobile apps. It was my own interest, and the requests of my clients, that pushed me to look in depth into these new possibilities” |
Source(s): Own elaboration