Technostress Among Hotel Employees - a Longitudinal Study of Social Media as Digital Service Encounters

Abstract

The increasing implementation of digital technologies in organizations such as social media platforms is fundamentally transforming the nature of services encounters [1, 2], not least in the hospitality industry. This causes new ways of working for hotel employees, causing disruption in service routines and work tasks. There are few qualitative studies that are focusing on the hospitality industry and technostress. The present study focus on technostress among employees in an international hotel chain. Data have been collected in eight European countries over a period of seven years. The Person-Technology fit model is used in order to identify and analyze stressors and strains deriving from social media use. The results indicate that techno stressors such as work overload, work-life conflict, and changing algorithms creates negative stressors. The study makes a theoretical contribution to technostress research in the Information Systems research as well as the hospitality research field by uncovering negative stressors and strains created over time.

The Power of Integration Towards Sustainable Performance: A Model to Minimize Technostress Among Frontline Restaurant Employees by Combining Job and Employee Resources

“…This finding suggests that the constant demand to use and learn new technologies can lead to fatigue and burnout, negatively affecting employees' sustainable performance. This finding is consistent with the literature on technooverload as a source of technostress (Högberg, 2021). "Technostress is the stress and fatigue felt by the employee as a result of the frequent use of new digital technologies in the work environment" (Respondent No.…”

“…While technology can improve workplace efficiency, it can also create interruptions and become overwhelming, leading to technostress (Wu et al, 2022). Technostress is a psychological problem caused by using technology, especially when it makes people feel overwhelmed, frustrated, or anxious (Högberg, 2021). Technostress can be caused by several factors, such as complicated user interfaces, unreliable systems, and an increased workload due to the use of technology.…”

“…Several studies have explored the impact of technology on employees in the hospitality industry (e.g., hotels and restaurants). Högberg (2021) found that technostressors such as work overload and changing algorithms create negative stressors among employees in an international hotel chain. Wu et al (2022) studied the consequences of technostress among employees in smart hotels.…”

Post-Pandemic Digital Transformation: Mitigating Technostress and Increasing Well-Being in the Hospitality Industry via the Person-Technology Fit Model

“…Second, constant connectivity refers to the expectation that individuals are always available and connected through technologies, even outside work hours (Ayyagari et al, 2011;Christ-Brendemühl, 2022). Third, techno-invasion occurs when technologies invade an individual's personal space or time, such as receiving work-related emails or messages during non-work hours (Högberg, 2021).…”

“…The study by Christ-Brendemühl and Schaarschmidt (2020) delved into the complexities of technology-induced job demands and their ripple effect on Frontline Employees (FLEs) technostress, revealing a negative cascade that impacted customer satisfaction and FLEs' sense of delight in the service environment. In parallel, Högberg (2021) shed light on the adverse effects of techno stressors, such as work overload and the ever-evolving algorithms, experienced by employees within an international hotel chain. Similarly, Wu et al (2022) conducted an in-depth examination of the consequences of technostress among employees in technologically advanced hotels, unveiling its detrimental influence on employee well-being and performance.…”