Perceived overload, complexity and problematic WeChat use: exploring the mediating effects of emotional exhaustion and cognitive fatigue

Purpose The phenomenon of problematic social media use has received academic attention from an extensive body of research. However, what forms this phenomenon is under-studied. This research explores the antecedents of problematic WeChat usage intentions among users in Malaysia. Underpinned upon the cognition-affect-conation (C-A-C) model, it determines the antecedents of problematic WeChat usage intention. Design/methodology/approach Survey research was conducted and data were obtained from 409 participants. A PLS-SEM and mediation test were employed for data analysis. Findings All hypothesized relationships were validated. Problematic usage intention of WeChat is positively predicted by perceived cognitive overload, perceived system complexity, emotional exhaustion and WeChat cognitive fatigue. Besides, there are significant mediating effects of emotional exhaustion and WeChat cognitive fatigue between the problematic WeChat usage intention and its antecedents. Originality/value The findings of the current research contribute to the literature on media technology and cognitive psychology. Our result can benefit WeChat users and service providers to realize the formation of problematic WeChat use and implement strategies to avoid this negative behavior.