How does technostress affect turnover intention in hotel businesses? The role of work alienation and perceived organisational support

Purpose Technostress has become one of the most significant challenges in working life as the utilisation of technology continues to increase. Within the scope of Job Demands-Resources (JD-R) theory, this study aims to determine the effect of technostress on turnover intention (TI) through the depletion of employee resources and the indirect effect of work alienation (WA). It also seeks to examine the buffering effect of perceived organisational support (POS) in alleviating the adverse effects of technostress. Design/methodology/approach Data were collected through a questionnaire distributed to employees of six five-star hotel businesses in Antalya, Türkiye. A moderated mediation model was developed and tested to assess the proposed hypotheses empirically. Findings The results indicate that technostress affects TI both directly and indirectly via WA and that POS serves as a buffer against the adverse effects of technostress. Research limitations/implications This study is limited by its cross-sectional design and focus on five-star hotels in a single geographical region (Antalya, Türkiye), which may affect the generalisability of the findings. Theoretically, it extends JD-R theory by identifying WA as a resource-depleting mechanism and POS as a key buffer in high-touch hospitality environments. The research highlights the significance of implementing organisational support strategies and programmes to reduce employees’ TI and WA by effectively managing technostress, offering valuable insights for human resource management. Originality/value This research is among the first to examine the effect of technostress on TI in hotel businesses. Furthermore, within the framework of the JD-R theory, it represents one of the earliest attempts to explore the indirect effect of WA and the moderated mediation role of POS.