Uncovering the dark side of gamification at work: Impacts on engagement and well-being

Wafa Hammedi, Thomas Leclercq, Ingrid Poncin, Linda Alkire (Née Nasr)

Research output: Contribution to journalArticle

Abstract

Rethinking the workplace experience as a means for enhancing the well-being of frontline employees (FLEs) represents a key priority for services. The well-being of frontline employees leads to improved performance and better customer service, such that it enhances the firm's overall competitive advantage and revenue. Therefore, engagement-facilitating technologies that can increase FLEs’ well-being, such as gamified work, hold promise in terms of their effects on job satisfaction and engagement. Using a mixed-method design, including in-depth interviews with FLEs and their managers, and two large field experiments, this research considers two key sectors in which FLEs are critical: retailing and telemarketing. The results highlight the negative impacts of gamified work on employee engagement and well-being, although the willingness of employees to participate in such gamified work moderates these negative impacts. By revealing how gamification affects FLEs’ well-being, job engagement, and job satisfaction, this research provides actionable insights for managers.

Original languageEnglish
Pages (from-to)256-269
Number of pages14
JournalJournal of Business Research
Volume122
DOIs
Publication statusPublished - Jan 2021

Keywords

  • Frontline employees’ (FLEs’)
  • Gamification
  • Job engagement
  • Well-being
  • Willingness to participate

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