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.
AnusreeM. R.PonnamA. (2019). Can online service recovery interventions benignly alter customers’ negative review evaluations? Evidence from the hotel industry. Journal of Hospitality Marketing & Management, 28(6), 711–742. https://10.1080/19368623.2019.1544958
2.
AtanasoffL.VenableM. A. (2017). Technostress: Implications for adults in the workforce. The Career Development Quarterly, 65(4), 326–338.
3.
AyyagariR.GroverV.PurvisR. (2011). Technostress: Technological antecedents and implications. MIS Quarterly, 35(4), 831–858. https://doi.org/10.2307/41409963
4.
BarberL. K.SantuzziA. M. (2015). Please respond ASAP: workplace telepressure and employee recovery. Journal of Occupational Health Psychology, 20(2), 172.
5.
BorleP.ReichelK.NiebuhrF.Voelter-MahlknechtS. (2021). How are techno-stressors associated with mental health and work outcomes? A systematic review of occupational exposure to information and communication technologies within the technostress model. International Journal of Environmental Research and Public Health, 18(16), Article 8673. https://doi.org/10.3390/ijerph18168673
6.
BoshoffC.AllenJ. (2000). The influence of selected antecedents on frontline staff’s perceptions of service recovery performance. International Journal of Service Industry Management, 11(1), 63–90. https://doi.org/10.1108/08876049510079853
7.
BurnsR. A.MachinM. A. (2012). Moving beyond the pleasure principle: Within and between-occasion effects of employee eudaimonia within a school organizational climate context. Journal of Vocational Behavior, 80(1), 118–128. https://doi.org/10.1016/j.jvb.2011.04.007
8.
CarlottoM. S.Welter WendtG.JonesA. P. (2017). Technostress, career commitment, satisfaction with life, and work-family interaction among workers in information and communication technologies. Actualidades en Psicología, 31(122), 91–102. https://doi.org/10.15517/ap.v31i122.22729
9.
CarverC. S.ScheierM. G.WeintraubJ. G. (1989). Assessing coping strategies: A theoretically-based approach. Journal of Personality and Social Psychology, 56, 267–283.
10.
ChoiY.OhM.ChoiM.KimS. (2021). Exploring the influence of culture on tourist experiences with robots in service delivery environment. Current Issues in Tourism, 24(5), 717–733. https://doi.org/10.1080/13683500.2020.1735318
11.
ChuaB.Al-AnsiA.KimS.WongA.HanH. (2022). Examining airline employees’ work-related stress and coping strategies during the global tourism crisis. International Journal of Contemporary Hospitality Management, 34(10), 3715–3742. https://doi.org/10.1108/IJCHM-09-2021-1085
12.
DalgardO.S⊘rensenT.SandangerI.NygårdJ. F.SvenssonE.ReasD. L. (2009). Job demands, job control, and mental health in an 11-year follow-up study: Normal and reversed relationships. Work & Stress, 23(3), 284–296. https://doi.org/10.1080/02678370903250953
13.
DarvishmotevaliM.AliF. (2020). Job insecurity, subjective well-being and job performance: The moderating role of psychological capital. International Journal of Hospitality Management, 87, Article 102462. https://doi.org/10.1016/j.ijhm.2020.102462
14.
DarvishmotevaliM.KimS. S.NingH. (2024). The impact of quantitative and qualitative job insecurity on employees’ mental health and critical work-related performance: Exploring the role of employability and gender differences. International Journal of Hospitality Management, 116, Article 103629. https://doi.org/10.1016/j.ijhm.2023.103629
15.
DavariD.KimS. (2025). Navigating technological advancements: The impact of curiosity on addressing negative aspects in the hotel industry. Journal of Hospitality Marketing and Management, 34(6), 855–878. https://10.1080/19368623.2025.2486348
16.
DraganoN.LunauT. (2020). Technostress at work and mental health: Concepts and research results. Current Opinion in Psychiatry, 33(4), 407–413. https://10.1097/YCO.0000000000000613
17.
FernieB. A.BharuchaZ.NikčevićA. V.SpadaM. M. (2017). The unintentional procrastination scale. Journal of Rational-Emotive & Cognitive-Behavior Therapy, 35, 136–149. https://10.1007/s10942-016-0247-x
18.
GansterD. C. (2008). Measurement challenges for studying work-related stressors and strains. Human Resource Management Review, 18(4), 259–270. https://doi.org/10.1016/J.Hrmr.2008.07.011
19.
HairJ. F.BlackW. C.BabinB. J.AndersonR. E. (2019). Multivariate data analysis (8th ed.). Cengage Learning, EMEA.
20.
HanH.KimS.HailuT.Al-AnsiA.LoureiroS.KimJ. (2025). Determinants of approach behavior for ChatGPT and their configurational influence in the hospitality and tourism sector: Approach behavior for ChatGPT cumulative prospect theory. International Journal of Contemporary Hospitality Management, 37(1), 113–139. https://doi.org/10.1108/IJCHM-07-2023-1072
21.
HuangY.GursoyD. (2024). How does AI technology integration affect employees’ proactive service behaviors? A transactional theory of stress perspective. Journal of Retailing and Consumer Services, 77, Article 103700. https://doi.org/10.1016/J.Jretconser.2023.103700
22.
Joseph SirgyM. (2019). Promoting quality-of-life and well-being research in hospitality and tourism. Journal of Travel & Tourism Marketing, 36(1), 1–13. https://doi.org/10.1080/10548408.2018.1526757
23.
KaraM.BaytemirK.Inceman-KaraF. (2021). Duration of daily smartphone usage as an antecedent of nomophobia: Exploring multiple mediation of loneliness and anxiety. Behaviour & Information Technology, 40(1), 85–98. https://doi.org/10.1080/0144929X.2019.1673485
24.
KaratepeO. M.BeiramiE.BouzariM.SafaviH. P. (2014). Does work engagement mediate the effects of challenge stressors on job outcomes? Evidence from the hotel industry. International Journal of Hospitality Management, 36, 14–22. https://doi.org/10.1016/J.Ijhm.2013.08.003
25.
KaratepeO. M.OkumusF.NosratiS.GurchamK. (2023). Test of a serial mediation model of machiavellian leadership among hospitality and tourism employees. International Journal of Hospitality Management, 111, Article 103462. https://doi.org/10.1016/J.Ijhm.2023.103462
26.
KhamitovM.GrégoireY.SuriA. (2020). A systematic review of brand transgression, service failure recovery and product-harm crisis: Integration and guiding insights. Journal of the Academy of Marketing Science, 48, 519–542. https://doi.org/10.1007/s11747-019-00679-1
27.
KhorakianA.NosratiS.EslamiG. (2018). Conflict at work, job embeddedness, and their effects on intention to quit among women employed in travel agencies: Evidence from a religious city in a developing country. International Journal of Tourism Research, 20(2), 215–224. https://doi.org/10.1002/Jtr.2174
28.
KimJ.JoeS.ErdemM. (2023). The bright and dark sides of hotel kiosks: An empirical study. Journal of Hospitality and Tourism Insights, 6(2), 1043–1065. https://doi.org/10.1108/JHTI-02-2022-0054
29.
KimS.ChirikoA.QuanW.YuJ.HanH. (2025). Impact of workplace bullying on intrusive thoughts and ideation of anti-corporate activities: A function of hotel workers’ distress and emotion regulation. International Journal of Hospitality Management, 131, Article 104320. https://10.1016/j.ijhm.2025.104320
30.
KusairiS.TrapsilaA. P.MuhamadS.Abdul RazakN. (2023). Conceptual framework of information communication technology and local value (Ugahari) in work-life balance. Community, Work & Family, 28(4), 579–600. https://doi.org/10.1080/13668803.2023.2235071
31.
LadkinA.WillisC.JainJ.ClaytonW.MaroudaM. (2016). Business travellers’ connections to home: ICTs supporting work-life balance. New Technology, Work and Employment, 31(3), 255–270. https://doi.org/10.1111/ntwe.12071
32.
La TorreG.EspositoA.SciarraI.ChiappettaM. (2019). Definition, symptoms and risk of techno-stress: A systematic review. International Archives of Occupational and Environmental Health, 92, 13–35. https://doi.org/10.1007/s00420-018-1352-1
33.
LazarusR. S.FolkmanS. (1984). Stress, appraisal, and coping. Springer Publishing Company.
34.
LiangY. (2024). Attachment anxiety and nomophobia: A moderated parallel mediation model. Psychological Reports, 128(6), 4273–4303. https://doi.org/10.1177/00332941241226907
35.
LimV. K.TeoT. S. (2009). Mind your E-manners: Impact of cyber incivility on employees’ work attitude and behavior. Information & Management, 46(8), 419–425. https://doi.org/10.1016/j.im.2009.06.006
36.
LiyanageS.AddisonS.HamE.HiltonN. Z. (2022). Workplace interventions to prevent or reduce post-traumatic stress disorder and symptoms among hospital nurses: A scoping review. Journal of Clinical Nursing, 31(11–12), 1477–1487.
NosratiS.KimS. (2025). Exploring the hidden costs of digital technology: Unraveling stress, strain and their ripple effects through a moderated mediation lens. International Journal of Contemporary Hospitality Management, 37(10), 3451–3472. https://10.1108/IJCHM-01-2025-0132
39.
NosratiS.TalebzadehN.OzturenA.AltinayL. (2024). Investigating a sequential mediation effect between unethical leadership and unethical pro-family behavior: Testing moral awareness as a moderator. Journal of Hospitality Marketing & Management, 33(3), 308–332. https://doi.org/10.1080/19368623.2023.2258147
40.
OrnekO. K.EsinM. N. (2020). Effects of a work-related stress model based mental health promotion program on job stress, stress reactions and coping profiles of women workers: A control groups study. BMC Public Health, 20, Article 1658. https://doi.org/10.1186/s12889-020-09769-0
41.
QuanW.KimS.HailuT.HanH. (2024). Exploring travelers’ readiness to adopt cryptocurrency payment (vs mobile payment). Current Issues in Tourism, 27(17), 2797–2814. https://doi.org/10.1080/13683500.2023.2240474
42.
ŞahinY. L.ÇoklarA. N. (2009). Social networking users’ views on technology and the determination of technostress levels. Procedia-Social and Behavioral Sciences, 1(1), 1437–1442. https://doi:10.1016/j.sbspro.2009.01.253
43.
SasidharanS. (2022). Technostress in the workplace: A social network perspective. Information Technology & People, 35(4), 1219–1238. https://doi.org/10.1108/ITP-09-2020-0649
44.
ScheierM. F.WeintraubJ. K.CarverC. S. (1986). Coping with stress: Divergent strategies of optimists and pessimists. Journal of Personality and Social Psychology, 51(6), Article 1257. https://doi.org/10.1037/0022-3514.51.6.1257
45.
ShahwarD.DharR. L. (2023). Unravelling the mysteries of cyber incivility: A systematic review and research agenda. International Journal of Conflict Management, 35(4), 658–683. https://10.1108/IJCMA-06-2023-0115
46.
ShirishA. (2021). Cognitive-affective appraisal of technostressors by ICT-based mobile workers and their impacts on technostress. Human Systems Management, 40(2), 265–285. https://doi.org/10.3233/HSM-200979
47.
SrivastavaS. C.ChandraS.ShirishA. (2015). Technostress creators and job outcomes: Theorising the moderating influence of personality traits. Information Systems Journal, 25(4), 355–401. https://doi.org/10.1111/isj.12067
48.
SteinM.-K.NewellS.WagnerE. L.GalliersR. D. (2015). Coping with information technology. MIS Quarterly, 39(2), 367–392.
49.
TarafdarM.TuQ.Ragu-NathanB. S.Ragu-NathanT. S. (2007). The impact of technostress on role stress and productivity. Journal of Management Information Systems, 24(1), 301–328. https://doi.org/10.2753/MIS0742-1222240109
50.
TarafdarM.TuQ.Ragu-NathanT. S. (2010). Impact of technostress on end-user satisfaction and performance. Journal of Management Information Systems, 27(3), 303–334. https://doi.org/10.2753/MIS0742-1222270311
51.
TasoulisK.TheriouG.LouziN.ChatzoudesD. (2023). Scylla and charybdis: The relationships between supervisor active and passive cyber incivility with job stress, work engagement, and turnover intentions. European Management Journal, 42(6), 894–906. https://doi.org/10.1016/J.Emj.2023.10.002
52.
TaylorS. (1994). Waiting for service: The relationship between delays and evaluations of service. Journal of Marketing, 58(2), 56–69. https://doi.org/10.1177/002224299405800205
53.
Vo-ThanhT.NguyenN. P.VuT.-V.Van NguyenD.SueurI. (2022). Handling counterproductive behavior caused by customer misbehavior during a pandemic: Integrating personal and organizational perspectives. International Journal of Hospitality Management, 107, Article 103335. https://doi.org/10.1016/J.Ijhm.2022.103335
54.
WongA.KimS.ChenY. (2025). Does hotel employees’ mental health matter? Assessment of its antecedents and coping behavior. International Journal of Hospitality Management, 126, Article 104084. https://doi.org/10.1016/j.ijhm.2025.104084
55.
WongA.KimS.GamorE.KoseogluA.LiuY. (2025). Advancing employees’ mental health and psychological wellbeing research in hospitality and tourism: Systematic review, critical reflections, and future prospects. Journal of Hospitality and Tourism Research, 49(5), 1014–1031. https://doi.org/10.1177/10963480241271084
56.
WongA.KimS.KimJ.HanH. (2021). How the COVID-19 pandemic affected hotel employee stress: Employee perceptions of occupational stressors and their consequences. International Journal of Hospitality Management, 93, Article 102798. https://doi.org/10.1016/J.Ijhm.2020.102798
57.
YanJ.KimS.ZhangS. X.FooM.-D.Alvarez-RiscoA.Del-Aguila-ArcentalesS.YáñezJ. A. (2021). Hospitality workers’ COVID-19 risk perception and depression: A contingent model based on transactional theory of stress model. International Journal of Hospitality Management, 95, Article 102935. https://doi.org/10.1016/J.Ijhm.2021.102935
58.
YousafS.RasheedM. I.HameedZ.LuqmanA. (2020). Occupational stress and its outcomes: The role of work-social support in the hospitality industry. Personnel Review, 49(3), 755–773. https://doi.org/10.1108/PR-11-2018-0478
