Exploring the hidden costs of digital technology: Unraveling stress, strain and their ripple effects through a moderated mediation lens

Author Identifier (ORCID)

Saeid Nosrati: https://orcid.org/0000-0002-6186-5927

Abstract

Purpose – This paper aims to investigate how hospitality employees’ exposure to telepressure, technostress and cyber incivility affect service recovery failure and service delay response, with a focus on the moderated mediation effects of nomophobia and poor mental health. Design/methodology/approach – A survey was administered to 830 employees across a range of hotel organizational levels in China. This study then tested direct and indirect effects, and moderated mediation effects. Findings – The findings supported most hypotheses, confirming the direct and indirect impacts of workplace telepressure, technostress and cyber incivility on service recovery failure and service delay response through the moderated mediation effects of nomophobia and poor mental health. Research limitations/implications – This study has academic and practical implications because it identifies technology-caused stressors and their outcomes. Originality/value – This study proposes four new recommendations to facilitate a better understanding of the role of technostress.

Keywords

Cyber incivility, digital technology, nomophobia, poor mental health, service delay response, service recovery failure, stress, technostress

Document Type

Journal Article

Date of Publication

1-1-2025

Volume

37

Issue

10

Publication Title

International Journal of Contemporary Hospitality Management

Publisher

Emerald

School

School of Business and Law

Funders

The Hong Kong Polytechnic University (P0052484)

Comments

Nosrati, S., & Kim, S. (2025). Exploring the hidden costs of digital technology: Unraveling stress, strain and their ripple effects through a moderated mediation lens. International Journal of Contemporary Hospitality Management, 37(10), 3451-3472. https://doi.org/10.1108/IJCHM-01-2025-0132

Copyright

subscription content

First Page

3451

Last Page

3472

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Link to publisher version (DOI)

10.1108/IJCHM-01-2025-0132