This study investigated the work-from-home (WFH) experiences of 211 customer and service representatives, along with five team leaders, employed in the five top-ranking Business Process Outsourcing (BPO) companies in Pampanga, Philippines. It examined the effects of conflicts and technostress on the employee job performance and satisfaction. The study revealed that while quantitative analysis shows that family-work conflict has a negative effect on the job performance, qualitative data suggests that the WFH scheme permits BPO employees to balance their work and family obligations, despite statistical evidence of the opposing results. While quantitative results indicate that technostress, specifically techno-pile and techno-invasion, has a negative effect on job performance and satisfaction, qualitative findings emphasize the importance of computer know-how as well as other factors when measuring BPO employees' job satisfaction. The divergent findings between quantitative and qualitative data underscore the role of cultural, organizational, and contextual factors in shaping outcomes in WFH environments. This study underlines the difficulties of WFH relations, as well as the importance of employing a diversified approach to identifying and addressing the issues that WFH BPO employees confront. The findings of this research are vital for developing tailored interventions and shaping effective remote work policies in the BPO sector, aiming to mitigate challenges and enhance the overall WFH experience.
embedded mixed methods, conflicts, technostress, employee job performance, job satisfaction, WFH scheme
Ajala, E. M. (2017). Work-family-conflict and family-work-conflict as correlates of job performance among working mothers: Implications for industrial social workers. African Journal of Social Work, 7(1), 52.
Alfanza, M. (2021). Telecommuting intensity in the context of COVID-19 pandemic: Job performance and work-life balance. Economics and Business, 35(1), 107-116. https://doi.org/10.2478/eb-2021-0007
An, J., Liu, Y., Sun, Y., & Liu, C. (2020, March 25). Impact of work-family conflict, job stress and job satisfaction on seafarer performance. International Journal of Environmental Research and Public Health, 17(7), 2191. https://doi.org/10.3390/ijerph17072191
Bekele, W. B., & Ago, F. Y. (2022). Sample size for interview in qualitative research in social sciences: A guide to novice researchers. Research in Educational Policy and Management, 4(1), 42-50. https://doi.org/10.46303/repam.2022.3
Benzari, A., Khedhaouria, A., & Torrès, O. (2020). The rise of technostress: A literature review from 1984 until 2018. ECIS 2020 Research Papers, A Virtual AIS Conference.
Berger, L. (2018). Working mothers’ satisfaction: The influence of time demands and time-based conflict. Journal of Mental Disorders and Treatment, 04. https://doi.org/10.4172/2471-271X.1000158
Bick, A., Blandin, A., & Mertens, K. (2020). Work from home after the COVID-19 outbreak. CEPR Discussion Paper No. DP15000. https://ssrn.com/abstract=3650114
Bula, R. R. H., Catahan, M. G., & Enorasa, S. D. (2023). The transformation in Philippine BPO companies: The impact of digital workplace transformation to the front office CSR in terms of their work culture. International Journal of Engineering, Business and Management (IJEBM), 7(4), 40. https://dx.doi.org/10.22161/ijebm.7.4.6. ISSN 2456-7817.
Cahapay, M. B., & Bangoc II, N. F. (2021). Technostress, work performance, job satisfaction, and career commitment of teachers amid COVID-19 crisis in the Philippines. IJERI: International Journal of Educational Research and Innovation, (16), 260–275. https://doi.org/10.46661/ijeri.6145
Carlotto, M. S., Wendt, G. W., & Jones, A. P. (2017). Technostress, career commitment, satisfaction with life, and work-family interaction among workers in information and communication technologies. Actualidades En Psicología, 31(122), 91–102. https://doi.org/10.15517/ap.v31i122.22729
Chandra, S., Srivastava, V., & Shirish, A. (2015). Technostress creators and job outcomes: theorizing the moderating influence of personality traits. Information Systems Journal. https://doi.org/10.1111/isj.12067
Creswell, J.W. (2013) Research design: Qualitative, quantitative, and mixed methods approaches. 4th Edition, SAGE Publications, Inc., London.
Costa, L., & Loureiro, S. (2019). The importance of employees’ engagement on organizational success. Journal of Promotion Management, 25. https://doi.org/10.1080/10496491.2019.1557811.
Cabello, C. A. (2022). An evaluative study of business process outsources’ work-life balance policies and programs among customer service associates. International Journal of Health Sciences, 6(S3), 9431–9446. https://doi.org/10.53730/ijhs.v6nS3.8251
da Costa, L. R., & Loureiro, S. M. C. (2019). The importance of employees’ engagement on the organizational success. Journal of Promotion Management. https://doi.org/10.1080/10496491.2019.1557811
Delanoeije, J., Germeys, L., & Verbruggen, M. (2019). Boundary role transitions: A day-to-day approach to explain the effects of home-based telework on work-to-home conflict and home-to-work conflict. Human Relations. https://doi.org/10.1177/0018726718823071
Dziuba, S. T., Ingaldi, M., & Zhuravskaya, M. (2020). Employees’ job satisfaction and their work performance as elements influencing work safety. System Safety: Human-Technical Facility-Environment, 2(1). https://doi.org/10.2478/czoto-2020-0003
Edmonds, W. A., & Kennedy, T. D. (2017). An applied guide to research designs: Quantitative, qualitative, and mixed methods (2nd ed.). Sage Publications, Inc. https://doi.org/10.4135/9781071802779.
Farid, M. F., et al. (2021). Technostress and employee performance nexus during Covid-19: Training and creative self-efficacy as moderator. Frontiers in Psychology. https://doi.org/10.3389/fpsyg.2021.595119
Grant, C. A., Wallace, L. M., Spurgeon, P. C., Tramontano, C., & Charalampous, M. (2019). Construction and initial validation of the E-Work Life Scale to measure remote e-working. Employee Relations, 41(1), 16–33. https://doi.org/10.1108/er-09-2017-0229
Goudarzi, H. T. (2017). Investigating the effect of work-family conflict and work-family support on job satisfaction and job performance of national Iranian drilling company employees. Human Resource Management in Oil Industry, 9(33), 111-132.
Han, J., Yin, H., Wang, J., Zhang, J., & Du, X. (2019). Job demands and resources as antecedents of university teachers’ exhaustion, engagement, and job satisfaction. Educational Psychology, 40. https://doi.org/10.1080/01443410.2019.1674249.
Hassan, N., Yaakob, S. A., Mat Halif, M., Abdul Aziz, R., Abdul Majid, A., & Sumardi, N. A. (2018). The effects of technostress creators and organizational commitment among schoolteachers. Asian Journal of University Education, 15(3), 92-102. https://eric.ed.gov/?id=EJ1238657.
Hidayati, S., Perizade, B., & Widiyanti, M. (2019). Effect of work discipline and work environment on employee performance. International Journal of Scientific and Research Publications (IJSRP), 9, p9643. https://doi.org/10.29322/IJSRP.9.12.2019.p9643.
Hong, X., Liu, Q., & Zhang, M. (2021). Dual stressors and female pre-school teachers’ job satisfaction during the COVID-19: The mediation of work-family conflict. Frontiers in Psychology, 12, 691498. https://doi.org/10.3389/fpsyg.2021.691498
Hurbean, Luminita, Dospinescu, Octavian, Munteanu, Valentin, & Danaiata, Doina. (2022). Effects of instant messaging related technostress on work performance and well-being. Electronics, 11, 2535. https://doi.org/10.3390/electronics11162535
Jostell, D., & Hemlin, S. (2018). After hours teleworking and boundary management: Effects on work-family conflict. Work, 60(3), 475–483. https://doi.org/10.3233/WOR-182748.
Kazekami, S. (2020). Mechanisms to improve labor productivity by performing telework. Telecommunications Policy, 44(2), 101868. https://doi.org/10.1016/j.telpol.2019.101868.
Kena, S. T. T., Habaradas, R., Ting, I. W. K., & Kwehda, Q. L. (2016). Technostress in a call center in Philippines. International Journal of Business Management (IJBM), 1(2).
Kossek, E. E., & Lautsch, B. A. (2017, May). Work-life flexibility for whom? Occupational status and work-life inequality in upper, middle, and lower level jobs. The Academy of Management Annals, 12(1). https://doi.org/10.5465/annals.2016.0059
Lari, N. (2020). The impact of work-family conflict on job satisfaction: A Qatari perspective. Social & Economic Survey Research Institute. https://doi:10.4324/9781003037996-8.
Mallari, G. (2023). BPO management skills and its impact on employees’ productivity. Nueva Ecija University of Science and Technology
Marasigan, D. (2020). The effectiveness of ‘work from home’ in a private service company. International Journal of Academe and Industry Research, 1(2), https://doi.org/10.53378/345593
Mihalca, L., Irimias, T., & Brendea, G. (2021). Teleworking during the COVID-19 pandemic: Determining factors of perceived work productivity, job performance, and satisfaction. Amfiteatru Economic, 23, 620. https://doi.org/10.24818/EA/2021/58/620
Mohammed, Z., Nandwani, D., Saboo, A., & Padakannaya, P. (2022). Job satisfaction while working from home during the COVID-19 pandemic: do subjective work autonomy, work-family conflict, and anxiety related to the pandemic matter? Cogent Psychology, 9. https://doi.org/10.1080/23311908.2022.2087278.
Mohd Yasin, M. H. B., Ahmad Fadzil, A. S., & Majid, M. B. (2022). A conceptual paper on the effects of technostress on job performance among teachers with moderating role of toxic leadership. Journal of Islamic, Social, Economics and Development (JISED), 7(46), 142-151. https://doi.org/10.55573/JISED.074616
Mores, J. M. (2022). Work from home satisfaction: Filipino remote workers and the Covid-19 pandemic. Asia Pacific Journal of Management and Sustainable Development, 10(2), 70-77.
Mansour, S., & Tremblay, D.-G. (2016). Work–family conflict/family–work conflict, job stress, burnout and intention to leave in the hotel industry in Quebec (Canada): moderating role of need for family friendly practices as “resource passageways.” The International Journal of Human Resource Management, 29, 1-33. https://doi.org/10.1080/09585192.2016.1239216
Nuzulia, S., & Saputra, H. (2022). Do high salaries ensure job satisfaction? An investigation on the factors affecting job satisfaction of educators in Indonesia. Journal of Nonformal Education, 8(1), 66-72. https://doi.org/10.15294/jne.v8i1.34534.
Purwanto, Agus. (2020). The effect of work-family conflict on job satisfaction and performance: A study of Indonesian female employees. International Journal of Advanced Science and Technology, 29(03). https://ssrn.com/abstract=3985796.
Rahman, M., & Kistyanto, A. (2019). hubungan antara iklim psikologis terhadap kinerja karyawan melalui kepuasan kerja. Dinamika Ekonomi – Jurnal Ekonomi Dan Bisnis, 12(2), 410–429.
Ramces, D., Joerella, Y. J., Jasmin, Y. P., & Jovlynberg, R. V. (2022). BPO industry in achieving socio-economic development, inclusiveness, and local governance in the Philippines. Management of Sustainable Development Journal, 14(2), https://doi.org/10.54989/msd-2022-0012
Ranathunga, W.D.A.D., & Rathnakara, K.A.K.S. (Year). Impact of techno-stress on job satisfaction of teachers in government schools in Sri Lanka: Evidence from Kurunegala Educational Zone. Sri Lankan Journal of Human Resource Management, 12. https://doi.org/10.31357/sljhrm.v12.6012
Razali, M., Aziz, F., Mohamad Rasli, N., Zulkefly, R., & Salim, S. (2019). Using convergent parallel design mixed method to assess the usage of multi-touch hand gestures towards fine motor skills among pre-school children. International Journal of Academic Research in Business and Social Sciences, 9. https://doi.org/10.6007/IJARBSS/v9-i14/7023
Saleem, F., Malik, M. I., Qureshi, S. S., Farid, M. F., & Qamar, S. (2021). Technostress and employee performance nexus during COVID-19: Training and creative self-efficacy as moderators. Frontiers in Psychology, 12, 595119. https://doi.org/10.3389/fpsyg.2021.595119.
Satpathy, S., Patel, G. & Kumar, K. (2021). Identifying and ranking techno-stressors among IT employees due to work-from-home arrangement during Covid-19 pandemic. Decision, 48, 391–402. https://doi.org/10.1007/s40622-021-00295-5
Slavković M, Sretenović S, & Bugarčić M. (2022). Remote working for sustainability of organization during the COVID-19 pandemic: The mediator-moderator role of social support. Sustainability, 14(1), 70. https://doi.org/10.3390/su14010070.
Soomro, A.A., Breitenecker, R.J., & Shah, S.A. (2018). Relation of work-life balance, work-family conflict, and family-work conflict with the employee performance-moderating role of job satisfaction. South Asian Journal of Business Studies, https://10.1108/SAJBS-02-2017-0018.
Suh, Ayoung, & Lee, Jumin. (2017). Understanding teleworkers’ technostress and its influence on job satisfaction. Internet Research, 27, 140-159. https://doi.org/10.1108/IntR-06-2015-0181
Faryal, S., & Hayat, A. S. (2020). Impact of work-family conflicts on employee performance with moderating role of supervisor support in the banking sector of KPK, Pakistan. Asian Journal of Multidimensional Research (AJMR), 9(12), 87-93. https://doi.org/10.5958/2278-4853.2020.00336.5
Tagurum, Y. O., Okonoda, K. M., Miner, C. A., Bello, D. A., & Tagurum, D. J. (2017). Effect of technostress on job performance and coping strategies among academic staff of a tertiary institution in north-central Nigeria. International Journal of Biomedical Research, 8(6), 312–319. https://doi.org/10.7439/ijbr.v8i6.4176
Tavares, A. I. (2017, July). Telework and health effects review. International Journal of Healthcare, 3(2), 30. https://doi.org/10.5430/ijh.v3n2p30
Wang, X., & Li, B. (2019). Technostress among university teachers in higher education: A study using multidimensional person-environment misfit theory. Frontiers in Psychology, 10, 1791. https://doi.org/10.3389/fpsyg.2019.01791
Waghmare, S. (2021). Influence of work from home on quality of work life of employees working in BPO industry, Pune. International Journal of Advanced Research, 9(07), 1044-1050. https://doi.org/10.21474/IJAR01/13210
Zainal Abiddin, N., Ibrahim, I., & Abdul Aziz, S. A. (2022). A literature review of work from home phenomenon during COVID-19 toward employees’ performance and quality of life in Malaysia and Indonesia. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.819860
Zorlu, K. (2012). The perception of self-esteem and self-efficacy as transforming factors in the sources of role stress and job satisfaction relationship of employees: A trial of a staged model based on the artificial neural network method. African Journal of Business Management, 6. https://doi.org/10.5897/AJBM11.2345
Mark Anthony A. Canlas. Corresponding author. Don Honorio Ventura State University, Pampanga, Philippines. Corresponding email: macanlas@dhvsu.edu.ph
John V. Padua. School of Business and Liberal Arts, iACADEMY Inc., Makati City Philippines. Email: john.padua@iacademy.edu.ph
Cite this article:
Canlas, M.A.A. & Padua, J.V. (2024). Effects of conflicts and technostress on employees’ job performance and satisfaction in a work-from-home scheme. International Journal of Academe and Industry Research, 5(2), 22-47. https://doi.org/10.53378/353053
License:
This work is licensed under a Creative Commons Attribution (CC BY 4.0) International License.
