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PurposeUsing WeChat moments as an example, this article explores the impact of user role conflict on privacy concerns, social media fatigue and the three dimensions of discontinuous usage intention: control activities, short breaks and suspend usage intentions. Moreover, the moderating function of self-esteem in this process is examined.Design/methodology/approachThe conceptual model includes role conflict, privacy concerns, social media fatigue, discontinuous usage intention and self-esteem. Three hundred and thirty-one questionnaires were collected using an online survey, and the data were analyzed with structural equation and hierarchical regression modeling.FindingsThe results show that (1) role conflict positively affects privacy concerns and social media fatigue; (2) privacy concerns also positively affect social media fatigue; (3) privacy concerns positively affect control activities intentions, although their impact on short breaks and suspend usage intentions is not significant, whereas social media fatigue significantly influences control activities, short breaks and suspend usage intentions; and (4) self-esteem negatively moderates the influence of role conflict on privacy concerns.Research limitations/implicationsA key limitation of this research is that it is designed for WeChat. Therefore, the question of whether other social media platforms face role conflict or discontinuous usage problems should be explored in the future.Originality/valueThe article is interesting in that it focuses on the discontinuous usage of social media and identifies factors that contribute to the discontinuous usage of social media. The findings make some theoretical contributions to, and have practical implications for, research into social media usage.

PurposePrevious studies have considered customers' psychological responses to intelligent retail technology adoption, but have not considered how technology integration systems could promote the relationship between retailers and consumers. Based on the Stimulus–Organism–Response framework, this paper proposes a customer engagement model in a fully intelligent retail environment. The concept of the quality of intelligent experience is constructed from the perspective of customer experience, and the effect of the mechanism of smart retail on the customer engagement relationship is discussed.Design/methodology/approachUsing two surveys, this study analyzes 201 (in study 1) and 321 (in study 2) questionnaires by using structural equation model in partial least square software.FindingsThe analysis shows that the human–machine interaction, intelligent systems and the product content of the quality intelligent experience significantly impact customer engagement on smart retail.Research limitations/implicationsThis research was designed for general retail products, without distinguishing between different product types. Thus, it did not consider the moderating effect of product types.Practical implicationsThe findings enrich the intelligent retail technology field and provide operable guidance to help smart retailers improve customer relations.Originality/valueThis paper proposes a customer engagement model to describe how technology integration systems promote the relationship between retailers and consumers.