Mitigating the negative consequences of ICT use: the moderating effect of active-functional and dysfunctional coping

With progressing digitalisation, negative consequences resulting from the use of information and communication technologies at work are an important topic of debate. With this paper, we contribute to the current discourse by examining how employees mitigate technostress. We transfer theory from psychology to information systems literature by investigating a moderated mediation model where coping was conceptualised as a personal resource in line with the job demands-resources model. The moderating effects of two different reactive coping strategies – active-functional and dysfunctional – were investigated within a final sample of 3,362 German knowledge workers. We found a competitive mediation effect where the direct effect of demands on productivity is of opposite direction as the indirect effect. Both, active-functional and dysfunctional coping reduce the extent to which demands lead to strain. The contribution of this paper for technostress research is discussed and implications for future research are given. Recommendations for employers and employees are highlighted.