How does digital monitoring influence volunteer behaviour? The mediating role of emotional labour

Qing Miao and Lin Han Yu

Public Management Review, 2025, vol. 27, issue 6, 1513-1532

Abstract: The rapid development of digital platforms has made it possible to monitor volunteer performance with technology. Following socio-technical systems theory and conservation of resource theory, this study showed that deterrence-oriented digital monitoring caused surface acting, which in turn promoted volunteer turnover, and that performance pressure strengthened these relationships. Development-oriented digital monitoring can promote volunteer work engagement and reduce turnover intentions through deep acting. However, volunteer performance pressure does not moderate these relationships. The study emphasizes the double-edged sword effect of digital monitoring in theory and highlights the importance of preventing the negative effects associated with deterrence-oriented digital monitoring in practice.

Date: 2025
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DOI: 10.1080/14719037.2023.2296634

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