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

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

Journal of Business Research, 2021, vol. 122, issue C, 256-269

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.

Keywords: Gamification; Job engagement; Frontline employees’ (FLEs’); Well-being; Willingness to participate (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (13)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:122:y:2021:i:c:p:256-269

DOI: 10.1016/j.jbusres.2020.08.032

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