The Moderating Role of Technology Readiness and Transformational Leadership in the Relationships between Technostress Creators, Job Burnout, and Work Withdrawal Behaviour

This study reveals key findings about how frontline service employees (FSEs) cope with technostress through technology readiness (TR) traits and transformational leadership (TFL). It shows that technostress creators directly affect job burnout, leading to work withdrawal behaviour among FSEs. TR discomfort heightens the impact of technostress on work withdrawal via burnout, while surprisingly, TR innovativeness exacerbates these effects. Contrary to expectations, TFL intensifies the relationship between technostress, burnout, and work withdrawal. These results emphasise the need for organisations to consider individual TR traits and the complex role of TFL in managing technostress to enhance employee outcomes.