The practical paradox of technology: The influence of communication technology use on employee burnout and engagement |
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Authors: | Claartje L Ter Hoeven Ward van Zoonen Kathryn L Fonner |
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Institution: | 1. Amsterdam School of Communication Research ASCoR, University of Amsterdam, Amsterdam, The Netherlands;2. Department of Communication, University of Wisconsin-Milwaukee, Milwaukee, WI, USA |
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Abstract: | Technological advancements in the workplace frequently have produced contradictory effects by facilitating accessibility and efficiency while increasing interruptions and unpredictability. We combine insights from organizational paradoxes and the job demands–resources model to construct a framework identifying positive and negative mechanisms in the relationship between communication technology use (CTU) and employee well-being, operationalized as work engagement and burnout. In this study of Dutch workers, we demonstrate that CTU increases well-being through positive pathways (accessibility and efficiency) and decreases well-being through negative pathways (interruptions and unpredictability). We highlight the importance of (1) investigating CTU resources and demands simultaneously to grasp the relationship between CTU and employee well-being, and (2) considering CTU's downsides to successfully implement new communication technologies and flexible work designs. |
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Keywords: | Technology paradox job demands job resources engagement burnout |
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