1. Uncovering the dark side of gamification at work: Impacts on engagement and well-being
- Author
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Wafa Hammedi, Linda Alkire, Thomas Leclercq, Ingrid Poncin, Lille économie management - UMR 9221 (LEM), Université d'Artois (UA)-Université catholique de Lille (UCL)-Université de Lille-Centre National de la Recherche Scientifique (CNRS), and UCL - SSH/LouRIM - Louvain Research Institute in Management and Organizations
- Subjects
Willingness to participate ,Marketing ,ComputingMilieux_THECOMPUTINGPROFESSION ,Well-being ,05 social sciences ,Frontline employees’ (FLEs’) ,Frontline employees (FLEs) ,Gamification ,Competitive advantage ,Job engagement ,[SHS]Humanities and Social Sciences ,Work (electrical) ,Great Rift ,0502 economics and business ,8. Economic growth ,Employee engagement ,Revenue ,050211 marketing ,Job satisfaction ,Business ,050203 business & management - 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.
- Published
- 2021
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