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Enterprise social media: combating turnover in businesses

Murad Moqbel (Department of Information Systems, University of Texas Rio Grande Valley, Edinburg, Texas, USA)
Valerie L. Bartelt (Department of Business Information and Analytics, University of Denver, Denver, Colorado, USA)
Kazim Topuz (Department of Operations Management and Business Analytics, University of Tulsa, Tulsa, Oklahoma, USA)
Kitty L. Gehrt (Cerner Corp, Kansas City, Missouri, USA)

Internet Research

ISSN: 1066-2243

Article publication date: 21 February 2020

Issue publication date: 6 April 2020



The purpose of this study is to investigate how enterprise social media (ESM) use combats turnover by impacting work perceptions, and ultimately turnover intention.


This study undertook a survey at a major information technology (IT) corporation. Data from a total of 276 working professionals were collected to test the proposed research model.


The structural equation modeling results show that ESM increase workplace integration; workplace integration decreased turnover intention, augmented job satisfaction and also reduced job tensions (perceived work stress) – job satisfaction and work stress perceptions influenced turnover intention.

Research limitations/implications

Low response bias is one of the limitations in this study, although this study used a priori and post hoc measures to mitigate non-response bias. This study contributed to the theory by improving our understanding of the role of ESM in combating turnover by impacting work perceptions through the lens of social capital and emotional dissonance theories. This study also has practical implications for managers. The results suggest that incorporating ESM within organizations improves employees' perceptions and behaviors – providing an option for managers to consider it as a way to save costs associated with employee turnover.


Although several studies have been conducted on ESM, our understanding of the impact of ESM on work perceptions and turnover is still far from complete. This paper helps to close the gap in literature by improving our understanding of how ESM combats turnover by influencing work perceptions in an organization, which provides an essential contribution to research and practice in the field.



This paper is based on research presented at the 51st Hawaii International Conference on System Sciences, 2018 Emerald does not grant permission for this paper to be further copied/distributed or hosted elsewhere without the express permission from Emerald Publishing Limited.


Moqbel, M., Bartelt, V.L., Topuz, K. and Gehrt, K.L. (2020), "Enterprise social media: combating turnover in businesses", Internet Research, Vol. 30 No. 2, pp. 591-610.



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