Investigating challenge and hindrance appraisals of enterprise social media use among hospitality employees: A technostress perspective

The enterprise social media (ESM) serves as a crucial means to enhance coordination within the organization. However, the impact of ESM is not always beneficial. This study examines the double-edged sword effect of ESM through investigating the impact of ESM technostressors on hospitality employees' post-adoption behaviors. Adopting a mixed-methods design, this study firstly identified five dimensions of ESM technostressors, and then empirically examined how and why ESM technostressors influence hospitality employees' routine use and innovative use behaviors of ESM. The effect of management support as the boundary condition is also investigated. Findings suggest that the persistence, work connectivity, and visibility of ESM promote hospitality employees' routine use and innovative use by facilitating challenge technostress appraisal, while role conflict and emotion interruption of ESM negatively influence hospitality employees’ routine use through enhancing hindrance technostress appraisal. Furthermore, management support can help mitigate the negative impacts of ESM technostressors.