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Social networking site workplace friendships have paradoxical effects on organizational citizenship behavior, enhancing psychological attachment and promoting behavior toward coworkers while simultaneously undermining work-life balance and reducing behavior toward the organization. Novelty: ClaimNovelty.INCREMENTAL. Consensus alignment: ConsensusAlignment.NEUTRAL.

January 2, 2026Journal of Travel & Tourism Marketing1 citations

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A paradoxical view of social network site friendships: from the boundary theory perspective

JLJiayi LiuChangchun University of Science and Technology JCJie CaoMacau University of Science and Technology YZYanni ZhuMacau University of Science and Technology

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This study examines how social networking site (SNS) workplace friendships influence organizational citizenship behavior (OCB) in the hospitality sector, drawing on boundary theory and a dual-mediation model. Three-wave survey data were collected via WeChat from 426 frontline hotel employees and 40 matched managers in high-end hotels across four major cities in China. Results show whereas SNS friendships enhance psychological attachment, promoting OCB toward coworkers, they also undermine work-life balance, reducing OCB toward the organization. These findings highlight the paradoxical effects of SNS friendships, offering insights for managing digital interactions in hospitality contexts.

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A paradoxical view of social network site friendships: from the boundary theory perspective

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