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Open Access 15.05.2020 | Original Article

Technostress mitigation: an experimental study of social support during a computer freeze

verfasst von: Christoph Weinert, Christian Maier, Sven Laumer, Tim Weitzel

Erschienen in: Journal of Business Economics | Ausgabe 8/2020

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Abstract

In situations when Information Systems (IS) do not work as intended, using IS might hinder their users and let them perceive technostress; this then comes along with reduced user performance and high perceptions of exhaustion, among others. To alleviate these consequences, a mitigating behavior of stressed users is to seek social support to get instrumental (e.g., from the help desk) or emotional (e.g., consolation) backing. Using insights from psychology literature that suggest social support reduces the consequences of stressors, this paper investigates how instrumental and emotional support reduces the consequences of techno-stressors, such as reduced end-user performance, techno-exhaustion, and physiological arousal, caused by techno-unreliability such as a computer freeze. In a laboratory setting, measurements of skin conductance were used to evaluate the technostress of 73 subjects, manipulated by techno-unreliability and then treated with instrumental and emotional support. The findings indicate that social support increased end-user performance as well as reduced techno-exhaustion and physiological arousal. In particular, instrumental support directly influenced end-user performance, techno-exhaustion, and physiological arousal, whereas emotional support only influenced techno-exhaustion. Further, this study provides the first indications that the effect of social support on technostress depends on individual differences.

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These strain responses are also called job-related negative outcomes (behavioral strain), well-being–related negative outcomes (psychological strain), and physiological outcomes (physiological arousal) (Tarafdar et al. 2019a).

According to Cohen and Wills (1985), instrumental support has also been referred to as aid, material support, and tangible support, and emotional support has also been referred to as esteem support, expressive support, self-esteem support, ventilation, and close support. Moreover, other types of support exist, such as companionship or information support, which have not been considered in the present research.

Technical support provision has been investigated before in the technostress literature (Ragu-Nathan et al. 2008; Tarafdar et al. 2015b), however, these papers focus on an organizational perspective by examining how the support structures of an organization reduces technostress instead of looking on the real effect of support from other individuals, which is the focus of the present paper.

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Titel: Technostress mitigation: an experimental study of social support during a computer freeze
verfasst von: Christoph Weinert
Christian Maier
Sven Laumer
Tim Weitzel
Publikationsdatum: 15.05.2020
Verlag: Springer Berlin Heidelberg
Erschienen in: Journal of Business Economics / Ausgabe 8/2020
Print ISSN: 0044-2372
Elektronische ISSN: 1861-8928
DOI: https://doi.org/10.1007/s11573-020-00986-y

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