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Impact of workplace frustration on online gamer loyalty

Gen-Yih Liao (Department of Information Management, Chang Gung University, Taoyuan, Taiwan) (Department of Nursing, Chang Gung Memorial Hospital Taoyuan Branch, Taoyuan, Taiwan)
Thi Tuan Linh Pham (International School, Thai Nguyen University, Thai Nguyen City, Vietnam)
Tzu-Ling Huang (Graduate Institute of Business and Management, Chang Gung University, Taoyuan, Taiwan)
T.C.E. Cheng (Department of Logistics and Maritime Studies, The Hong Kong Polytechnic University, Kowloon, China)
Ching-I Teng (Graduate Institute of Business and Management, Chang Gung University, Taoyuan, Taiwan) (Department of Rehabilitation, Chang Gung Memorial Hospital Linkou Main Branch, Taoyuan, Taiwan) (Department of Business and Management, Ming Chi University of Technology, New Taipei City, Taiwan)

Industrial Management & Data Systems

ISSN: 0263-5577

Article publication date: 4 March 2021

Issue publication date: 30 April 2021




Online games are prevalent internet applications and are known for satisfying the various needs of users. Nonetheless, little is known about whether online games could be a resort for users encountering workplace frustration. Explaining how workplace frustration and users' need satisfaction affect loyalty of online gamers, this study aims to formulate hypotheses and develop a framework based on the self-determination theory (SDT).


The authors use an online survey to collect 848 responses and use structural equation modelling to test the hypotheses.


The authors find that workplace frustration, autonomy need satisfaction and competence need satisfaction are positively related to online gamer loyalty. Moreover, workplace frustration enhances the link between competence need satisfaction and online gamer loyalty.


The authors are the first to use SDT to identify the three antecedents and the moderator of online gamer loyalty. Our findings offer a key message that game providers could design effective means to retain their gamers by understanding their gamers' workplace frustration and informing them that playing games could alleviate the associated negative feelings.



The authors thank the Ministry of Science and Technology, Taiwan (MOST 106-2410-H-182-005-MY3).Funding: Cheng was supported in part by The Hong Kong Polytechnic University under the Fung Yiu King - Wing Hang Bank Endowed Professorship in Business Administration.


Liao, G.-Y., Pham, T.T.L., Huang, T.-L., Cheng, T.C.E. and Teng, C.-I. (2021), "Impact of workplace frustration on online gamer loyalty", Industrial Management & Data Systems, Vol. 121 No. 5, pp. 1008-1025.



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