Table 1.

Summary of factors from the existing literature on mHealth applications.

Features	Period	Literature Support
Time	Pre-COVID	Miró and Llorens-Vernet, 2021, Dwivedi et al., 2016
	Post-COVID	Balta et al., 2021, Chatterjee et al., 2021
Convenience	Pre-COVID	Azad-Khaneghah et al., 2021, Miró and Llorens-Vernet, 2021
	Post-COVID	Alam et al., 2020a, Alam et al., 2020b, Balta et al., 2021, Jannati et al., 2021, Webster, 2020, Stocchi et al., 2021
Money / Value	Pre-COVID	Dwivedi et al., 2016, Nouri et al., 2018
	Post-COVID	Alam et al., 2020a, Alam et al., 2020b, Chatterjee et al., 2021, Chiu et al., 2020, Cho et al., 2020, Webster, 2020
Transparency / Trust (Refund, Information Security)	Pre-COVID	Gao et al., 2015, Nouri et al., 2018, Nusairat et al., 2021, Zhao et al., 2018, Sadegh et al., 2018, Kim et al., 2019
	Post-COVID	Balta et al., 2021, Biswas et al., 2021, Gimpel et al., 2021, Prakash et al., 2021, Wu et al., 2022, Zhang et al., 2022
COVID-19 (lockdown)	Pre-COVID	Not Applicable
	Post-COVID	Jannati et al., 2021, Webster, 2020
Responsiveness	Pre-COVID	Azad-Khaneghah et al., 2021, Miró and Llorens-Vernet, 2021, Tan and Yan, 2020
	Post-COVID	Balta et al., 2021, Chatterjee et al., 2021, Dahl et al., 2021, Gimpel et al., 2021, Paramita and Noviarisanti, 2021, Shah et al., 2021
Effectiveness / Performance / Perceived usefulness	Pre-COVID	Lim et al., 2011, Akter et al., 2013a, Akter et al., 2013b, McKinley and Wright, 2014, Gao et al., 2015, Chang et al., 2016, Cho, 2016, Dwivedi et al., 2016, Hoque and Sorwar, 2017, Veríssimo, 2018, Zhao et al., 2018, Pal, Mukhopadhyay, and Shukla (2018), Kim et al., 2019, Miró and Llorens-Vernet, 2021
	Post-COVID	Alam et al., 2020a, Alam et al., 2020b, Chiu et al., 2020, Birkmeyer et al., 2021, Biswas et al., 2021, Chatterjee et al., 2021, Jannati et al., 2021, Kraus et al., 2021, Prakash et al., 2021, Shah et al., 2021
Resource Quality / Reliability	Pre-COVID	Akter et al., 2013a, Akter et al., 2013b), Nouri et al., 2018, Sadegh et al., 2018, Kim et al., 2019, Kim et al., 2019
	Post-COVID	Alam et al., 2020a, Alam et al., 2020b, Balta et al., 2021, Biswas et al., 2021, Dahl et al., 2021, Gimpel et al., 2021, Jannati et al., 2021, Paramita and Noviarisanti, 2021, Shirazi et al., 2021, Shah et al., 2021, Tan and Yan, 2020, Tsiotsou and Boukis, 2022
Ease of use (Effort) / App Design	Pre-COVID	Azad-Khaneghah et al., 2021, Lim et al., 2011, Gao et al., 2015, Chang et al., 2016, Cho, 2016, Dwivedi et al., 2016, Hoque and Sorwar, 2017, Nouri et al., 2018, Tan and Yan, 2020, Veríssimo, 2018, Zhao et al., 2018, Kim et al., 2019
	Post-COVID	Birkmeyer et al., 2021, Biswas et al., 2021, Cho et al., 2020, Kraus et al., 2021, Stocchi et al., 2021, Suroso and Sukmoro, 2021, Tsiotsou and Boukis, 2022, Wu et al., 2022
Customer support	Pre-COVID	Miró and Llorens-Vernet (2021)
	Post-COVID	Chatterjee et al., 2021, Kraus et al., 2021, Tsiotsou and Boukis, 2022
Resource Availability	Pre-COVID	Dwivedi et al. (2015)
	Post-COVID	Peltier et al., 2020, Balta et al., 2021, Biswas et al., 2021, Chatterjee et al., 2021, Paramita and Noviarisanti, 2021
Customer characteristics (Reviewer Type)	Pre-COVID	Lim et al., 2011, Hoque and Sorwar, 2017, Veríssimo, 2018, Zhao et al., 2018
	Post-COVID	Alam et al., 2020a, Alam et al., 2020b, Chatterjee et al., 2021, Stocchi et al., 2021, Tran et al., 2021
Self-efficacy / Confidence	Pre-COVID	Lim et al., 2011, Akter et al., 2013a, Akter et al., 2013b), McKinley and Wright, 2014, Gao et al., 2015, Chang et al., 2016, Dwivedi et al., 2016, Tartaglione et al., 2018, Zhao et al., 2018
	Post-COVID	Alam et al., 2020a, Alam et al., 2020b, Gimpel et al., 2021, Li et al., 2020, Shirazi et al., 2021, Tsiotsou and Boukis, 2022, Wu et al., 2022, Zhang et al., 2022
Sentiment (WOM) (Polarity)	Pre-COVID	Chang et al. (2016)
	Post-COVID	Chatterjee et al., 2021, Paramita and Noviarisanti, 2021, Zhang et al., 2022
Emotion / Satisfaction/ Motivation (Hedonic)	Pre-COVID	Kim et al., 2019, Akter et al., 2013a, Akter et al., 2013b), Cho, 2016, Gao et al., 2015, Tartaglione et al., 2018, Kim et al., 2019, Wang and Qi, 2021
	Post-COVID	Birkmeyer et al., 2021, Chatterjee et al., 2021, Chiu et al., 2020, Li et al., 2020, Prakash et al., 2021, Stocchi et al., 2021, Suroso and Sukmoro, 2021
Social Influence	Pre-COVID	McKinley and Wright, 2014, Gao et al., 2015, Chang et al., 2016, Cho, 2016, Dwivedi et al., 2016, Hoque and Sorwar, 2017, Tan and Yan, 2020, Tartaglione et al., 2018, Veríssimo, 2018, Wang and Qi, 2021
	Post-COVID	Gimpel et al., 2021, Jannati et al., 2021, Nusairat et al., 2021, Shirazi et al., 2021, Suroso and Sukmoro, 2021, Wu et al., 2022, Zhang et al., 2022
Competition	Pre-COVID
	Post-COVID	Cho et al., 2020, Chiu et al., 2020, Li et al., 2020, Peltier et al., 2020, Tsiotsou and Boukis, 2022