Service quality, satisfaction, stickiness, and usage intentions: An exploratory evaluation in the context of WeChat services
作者：
Highlights：
• Outcome quality is the dominant driver of WeChat users' satisfaction.
• Environment quality is found to have a mild effect on users' satisfaction.
• The impact of interaction quality on satisfaction is not significant.
• Satisfaction has a significant, positive effect on usage intentions.
• Stickiness mediates the relationship between satisfaction and usage intentions.
摘要
•Outcome quality is the dominant driver of WeChat users' satisfaction.•Environment quality is found to have a mild effect on users' satisfaction.•The impact of interaction quality on satisfaction is not significant.•Satisfaction has a significant, positive effect on usage intentions.•Stickiness mediates the relationship between satisfaction and usage intentions.
论文关键词：Satisfaction,Service quality,Stickiness,Usage intention
论文评审过程：Received 9 March 2016, Revised 11 November 2016, Accepted 29 November 2016, Available online 1 December 2016, Version of Record 8 December 2016.
论文官网地址：https://doi.org/10.1016/j.chb.2016.11.061
