Struggling or Thriving With Technology at Work: A Mixed-Method Analysis of Personal and Organizational ICT Resources

Abstract

In the modern work landscape, technology and digitalisation are ubiquitous. The rise of hybrid work alone has dramatically increased workers’ exposure to and dependence on information and communication technology (ICT) tools. While technology enables people to work faster and smarter, it can also restrict and induce technostress. Therefore, it is necessary to identify ICT-related resources that may help prevent these harmful effects. To this end, we adopted a mixed-method approach. In Study 1, using the critical incident technique, we collected accounts of positive and negative situations of ICT usage in the workplace from 95 individuals. Content analyses were performed on these data to define resource categories that were relevant for dealing with the technological side of work. The results revealed that, depending on the valence of the critical incident, workers tended to rely on somewhat different personal resources. These findings highlight the importance of various sources of personal efficacy, including technical literacy and nontechnical knowledge and skills. On the organizational-level, several categories emerged, encompassing aspects of IT infrastructure and technical literacy facilitation. Furthermore, in Study 2, a two-wave panel survey (N = 335) was conducted to investigate longitudinal relationships between selected personal and organizational resources (respectively, ICT self-efficacy and technical literacy facilitation) and burnout via the satisfaction of basic psychological needs. The results suggested an indirect effect, as both types of ICT resources positively predicted autonomy need satisfaction, and the latter was associated with a lower risk of burnout over time. However, this effect seems to be mostly applicable to hybrid but not office-based workers. Theoretical and practical implications are discussed based on these findings.