Author Identifier (ORCID)
Saeid Nosrati: https://orcid.org/0000-0002-6186-5927
Abstract
This study examined how workplace telepressure and cyber incivility, as work-related stressors, affect individual and work-related outcomes in hospitality employees, using a mixed-methods approach. After developing a draft, following a thorough literature review and interviews with hotel staff, the drafted questions were refined through a pre-test and a pilot test. Finally, the main survey was conducted with 792 hotel staff in China. Structural equation modeling was performed using Mplus (Version 8.3) to test both direct and serial mediating effects. It was found that workplace telepressure and cyber incivility, through the serial mediating effect of technostress and poor mental health, had a significant impact on work–life wellbeing and work pleasure as individual-related outcomes, and on service recovery failure and service delay response as work-related outcomes. The findings may help in managing employees’ individual-related and work-related stressors triggered by modern digital technologies.
Keywords
Cyber incivility, poor mental health, service delay response, service recovery failure, technostress, workplace telepressure, work–life wellbeing
Document Type
Journal Article
Date of Publication
1-1-2026
Publication Title
Journal of Hospitality & Tourism Research
Publisher
Sage
School
School of Business and Law
Funders
The Hong Kong Polyethnic University (P0052484)
Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial-No Derivative Works 4.0 License.
Comments
This is an Author's Accepted Manuscript version of an article published by SAGE in Journal of Hospitality & Tourism Research. The published article is available at https://doi.org/10.1177/10963480251405890
Nosrati, S., Kim, S., Davari, D., Gim, J., & Wong, A. K. F. (2025). Uncovering the intervening mechanisms in the relationship between technological stressors and individual and work-related consequences. Journal of Hospitality & Tourism Research. Advance online publication. Copyright © 2025 SAGE. DOI: 10.1177/10963480251405890