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The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis

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  • Christ-Brendemühl, Sonja
  • Schaarschmidt, Mario

Abstract

Whilst technology has great potential to enhance service delivery, it also transforms the roles of frontline service employees (FLEs). This study aims at investigating to which extent technological demands arouse FLE technostress and how the latter affects customer satisfaction and delight with the FLE as well as electronic word-of-mouth. With conservation of resources (COR) as a theoretical framework, the authors use the job demands-resources (JD-R) model to examine the influence of technology on service interactions. Dyadic data gathered from a field study in 73 full-service restaurants that use frontline service technology, span 147 FLEs, and 373 corresponding customers. The results confirm that technology-induced job demands lead to FLE technostress, while optimism towards technology reduces the latter and buffers the effect of role ambiguity on technostress. Technostress reduces both customer satisfaction and delight with the FLE. The findings emphasize the challenge of effectively managing technology-induced job demands in organizational frontlines.

Suggested Citation

  • Christ-Brendemühl, Sonja & Schaarschmidt, Mario, 2020. "The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis," Journal of Business Research, Elsevier, vol. 117(C), pages 378-388.
    • Handle: RePEc:eee:jbrese:v:117:y:2020:i:c:p:378-388
    DOI: 10.1016/j.jbusres.2020.06.021
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    4. Chen, Hong & Liu, Bei & Li, Yi & Cai, Yujie, 2022. "The relationship between negative life events and resilience among Chinese service employees: Nonlinearly moderated by lifestyle habits," Journal of Asian Economics, Elsevier, vol. 80(C).
    5. Elisabeth Rohwer & Joelle-Cathrin Flöther & Volker Harth & Stefanie Mache, 2022. "Overcoming the “Dark Side” of Technology—A Scoping Review on Preventing and Coping with Work-Related Technostress," IJERPH, MDPI, vol. 19(6), pages 1-30, March.
    6. Singh, Pallavi & Bala, Hillol & Dey, Bidit Lal & Filieri, Raffaele, 2022. "Enforced remote working: The impact of digital platform-induced stress and remote working experience on technology exhaustion and subjective wellbeing," Journal of Business Research, Elsevier, vol. 151(C), pages 269-286.
    7. Madiha Bendjaballah & Christian Dianoux & Sandrine Heitz-Spahn, 2022. "Vers une communication client/vendeur médiatisée par l'usage de l'instrument digital," Post-Print hal-03542762, HAL.

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