Is Enterprise Social Media A Double-edged Sword?

In recent years,enterprise social media(ESM)is widely used in hospitality industry with its rapidly development and has been considered as an important way to improve employees’ work performance.However,the impact of ESM on employees is not always beneficial,and the understanding of its negative influence in tourism and hospitality context is still limited,existing a lack of relative theoretical exploration.Through reading the relevant literature of ESM,technostress,stress appraisals and post-acceptance use behaviors,especially in tourism and hospitality research,the following conclusion are drawn:(1)ESM is a double-edged sword,but in the tourism and hospitality field,the existing research only focus on its positive effect,the understanding of its double-edged effect is still limited;(2)Technostress can be generated due to the use of the ESM,and the stressors that cause technostress may vary under the different environment,which can be appraised as challenging or hindrance that lead to different outcomes.However,there is still a lack of exploration on technostress associated with ESM use in tourism and hospitality context.Base on this,this paper conducts a mixed-methods.The research firstly adopts qualitative research to explore the key factors of technostress associated with ESM use in hospitality context,then systematically analyzes the mechanism of technostressors affecting job-related outcomes through quantitative research.Specifically,this study first adopts qualitative research,selects 17 hotel frontline employees as the interview objects,through understanding their reasons and effects of their use of ESM in their work,at the same time,combined with the technostress-related literatures to identify five different types of ESM technostressors in hospitality context: persistence,role conflict,work connectivity,visibility and emotion interruption.Then,based on the challenge-hindrance stress framework,the research constructs a hypothesis model including technostressors,technostress appraisals and job-related outcomes,and proves the hypothesis model through quantitative research.In addition,the moderating effect of management support is also examined.In the quantitative study,questionnaire survey was used to collect hotel frontline employees’ first-hand data.Situational questionnaire survey was used in order to manipulate management support.A total of 358 valid questionnaires were collected,and the data were analyzed using structural equation modeling based on constructs-partial least squares(PLS).Through data analysis,this study proves that(1)the persistence,work connectivity,and visibility of ESM positively influence routine use and innovative use via challenge technostress appraisal,the role conflict and emotion interruption of ESM negatively influence routine use via hindrance technostress appraisal;(2)Compared with hindrance appraisal,challenge appraisal can exert stronger influence on routine use and innovative use;(3)Management support moderated the relationships between technostressors and technostress appraisal,employees are more inclined to reduce their hindrance appraisal of technostressors under the higher management support conditions.This study investigates the ESM-induced technostress and its impact in hospitality context based on the challenge-hindrance stress framework.On the one hand,it is a response for the call of understanding the double-edged sword effect of ESM,and the theoretical research scope of technostress in tourism field also be widen greatly;On the other hand,it is of profound significance to management and implement the ESM in hotel industry.