Perceived information and communication technology (ICT) demands on employee outcomes: The moderating effect of organizational ICT support.

Abstract

Although many employees are using more information communication technology (ICT) as part of their jobs, few studies have examined the impact of ICT on their well-being, and there is a lack of validated measures designed to assess the ICT factors that may impact employee well-being. Therefore, we developed and validated a measure of ICT demands and supports. Using Exploratory Structural Equation Modeling, we found support for 8 ICT demands (i.e., availability, communication, ICT control, ICT hassles, employee monitoring, learning, response expectations, and workload) and two facets of ICT support (personal assistance and resources/upgrades support). Jointly, the ICT demands were associated with increased strain, stress, and burnout and were still associated with stress and strain after controlling for demographics, job variables, and job demands. The two types of ICT support were associated with lower stress, strain, and burnout. Resources/upgrades support moderated the relationship between learning expectations and most strain outcomes and between ICT hassles and strain. Personal assistance support moderated the relationship between ICT hassles and strain.