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Technostress and the smart hospitality employee

Weilin Wu (Macau University of Science and Technology, Macau, China)
Wynne Chin (University of Houston, Houston, Texas, USA)
Yide Liu (Macau University of Science and Technology, Macau, China)

Journal of Hospitality and Tourism Technology

ISSN: 1757-9880

Article publication date: 25 January 2022

Issue publication date: 10 June 2022




This study aims to provide a response to calls for research on the consequences of technostress among employees in smart hotels. Based on the person–environment fit and job demands–resources theories, the authors offer a theoretical framework and investigate how factors affect employees’ well-being and performance. Further, the authors investigate the moderating effects of organizational learning on the relationship between technostress and employee well-being and performance.


The authors developed and empirically tested a research model based on a survey of 454 respondents in China. The effect of technostress was analyzed by applying the use of partial least squares structural equation modeling.


The results support that technostress negatively affects employee well-being (e.g. engagement and overall well-being) and performance. Employee well-being mediates the relationship between technostress and performance. Organizational learning has a countervailing moderating impact on employee well-being and performance. Specifically, organizational learning significantly counteracts the relationship between technostress and performance while significantly exacerbating the relationship between technostress and engagement.

Practical implications

This study contributes to an enhanced understanding of technostress in smart hotels and provides practical recommendations for assisting hotel managers in improving employee well-being and performance.


This work represents an early attempt to investigate the impact of technostress on employee well-being and performance in smart hotels. The countervailing moderating effect of organizational learning on employee engagement and performance is identified. In addition, this study is an initial attempt at estimating the predictive contribution of the mediating effects of employee engagement and overall well-being in the relationship between technostress and employee performance in smart hotels.


这项研究响应了对研究智能酒店员工存在的技术压力的号召。基于人与环境的契合和工作需求——资源理论, 我们提供了一个理论框架并调查如何影响员工的幸福感和绩效的因素。此外, 我们调查了组织学习对技术压力以及员工福利和绩效关系的调节作用。


我们开发并实证检验了一项基于对中国 454 名受访者的调查的研究模型。通过应用偏最小二乘结构方程模型对技术压力的影响进行分析。


结果显示技术压力对员工幸福感产生负面影响(例如, 参与度和整体幸福感)和绩效。员工幸福感对技术压力和绩效之间的关系有显著中介作用。组织学习对员工的幸福感和表现起到了抵消性的调节作用。具体而言, 组织学习显着抵消了技术压力和绩效之间的关系, 同时显着增加技术压力和参与度之间的关系。




这项研究代表了技术压力对智能酒店员工福利和绩效影响的早期尝试。本论文确定了组织学习在员工参与度和工作表现关系之间的抵消调节作用。此外, 这项研究是探索智能酒店员工参与度以及整体幸福感在技术压力与员工绩效之间关系的中介效应的初步尝试。



This research was supported by the Specialized Subsidy Scheme for Chinese and Portuguese Bilingual Talent Training and Cooperation of Education and Research for Macao Higher Education Institutions (CP-MUST-2021-04).


Wu, W., Chin, W. and Liu, Y. (2022), "Technostress and the smart hospitality employee", Journal of Hospitality and Tourism Technology, Vol. 13 No. 3, pp. 404-426.



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