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

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.