Does mIM experience affect satisfaction with and loyalty toward O2O services?

作者：

Highlights：

• Core service (mIM) satisfaction positively affects new service (O2O) satisfaction.

• O2O service satisfaction leads to loyalty towards O2O services.

• Core service (mIM) satisfaction does not lead to new service (O2O) loyalty.

• O2O and mIM service quality are examined as antecedents to user satisfaction.

摘要

•Core service (mIM) satisfaction positively affects new service (O2O) satisfaction.•O2O service satisfaction leads to loyalty towards O2O services.•Core service (mIM) satisfaction does not lead to new service (O2O) loyalty.•O2O and mIM service quality are examined as antecedents to user satisfaction.

论文关键词：Mobile instant messaging (mIM),Online-to-offline (O2O),Perceived service quality,Loyalty,Satisfaction

论文评审过程：Received 19 July 2017, Revised 9 November 2017, Accepted 29 December 2017, Available online 30 December 2017, Version of Record 8 January 2018.

论文官网地址：https://doi.org/10.1016/j.chb.2017.12.044