Article: The effect of in-store employee retail technology on employee well-being: based on the job demands-resources model Journal: Journal of Business and Management (JBM) 2025 Vol.30 No.2 pp.25 - 42 Abstract: This study investigated the effect of in-store employee retail technology on retail store employees' well-being, using the job demands-resources model. The relationships were tested through structural equation modelling using 456 responses recruited from Amazon MTurk. Findings revealed that technology-specific job demands (cognitive load, information distrust, and public fear) were positively associated with increased burnout, while the job resources (employee training) were positively related to work engagement. In addition, job resources moderated the relationship between job demands (cognitive load) and burnout. Unlike predicted, job demands did not lead to weaker work engagement. Instead, the cognitive load led to increased work engagement, which may be due to the inherently complex nature of stressors that can be both positively challenging and hindering. The study contributes to the job demands-resources model literature by adopting technology-specific job demands. The findings suggest the importance of recognising retail store employees' well-being, which can be supported by appropriate employee training. Inderscience Publishers - linking academia, business and industry through research

Title: The effect of in-store employee retail technology on employee well-being: based on the job demands-resources model

Authors: Claire Whang; Chitra Dabas; Lizhu Davis

Addresses: California State Polytechnic University-Pomona, 3801 W Temple Ave, Pomona, CA 91768, USA ' California State Polytechnic University-Pomona, 3801 W Temple Ave, Pomona, CA 91768, USA ' California State University, Fresno, 5241 N. Maple Ave. Fresno, CA 93740, USA

Abstract: This study investigated the effect of in-store employee retail technology on retail store employees' well-being, using the job demands-resources model. The relationships were tested through structural equation modelling using 456 responses recruited from Amazon MTurk. Findings revealed that technology-specific job demands (cognitive load, information distrust, and public fear) were positively associated with increased burnout, while the job resources (employee training) were positively related to work engagement. In addition, job resources moderated the relationship between job demands (cognitive load) and burnout. Unlike predicted, job demands did not lead to weaker work engagement. Instead, the cognitive load led to increased work engagement, which may be due to the inherently complex nature of stressors that can be both positively challenging and hindering. The study contributes to the job demands-resources model literature by adopting technology-specific job demands. The findings suggest the importance of recognising retail store employees' well-being, which can be supported by appropriate employee training.

Keywords: job demands-resources model; JD-R model; employee-facing technology; in-store technology; retailing.

DOI: 10.1504/JBM.2025.151585

Journal of Business and Management, 2025 Vol.30 No.2, pp.25 - 42

Received: 10 Oct 2024
Accepted: 15 Jun 2025
Published online: 09 Feb 2026 *

Title: The effect of in-store employee retail technology on employee well-being: based on the job demands-resources model

Keep up-to-date