TY - JOUR
T1 - Uncovering the dark side of gamification at work
T2 - Impacts on engagement and well-being
AU - Hammedi, Wafa
AU - Leclercq, Thomas
AU - Poncin, Ingrid
AU - Alkire (Née Nasr), Linda
N1 - Publisher Copyright:
© 2020 Elsevier Inc.
PY - 2021/1
Y1 - 2021/1
N2 - 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.
AB - 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.
KW - Frontline employees’ (FLEs’)
KW - Gamification
KW - Job engagement
KW - Well-being
KW - Willingness to participate
UR - http://www.scopus.com/inward/record.url?scp=85090891622&partnerID=8YFLogxK
U2 - 10.1016/j.jbusres.2020.08.032
DO - 10.1016/j.jbusres.2020.08.032
M3 - Article
AN - SCOPUS:85090891622
SN - 0148-2963
VL - 122
SP - 256
EP - 269
JO - Journal of Business Research
JF - Journal of Business Research
ER -