The Effect of Technostress on Extrinsic Anger

The purpose of this study is to verify the effect of technostress on extrinsic anger in a service environment. In addition, we empirically analyzed whether customers' self-efficacy moderates this relationship. For the study, a survey was conducted targeting customers of general restaurants and coffee shops, and a total of 267 copies of valid response data were used. As a result of the analysis, technostress was found to have a significant effect on customers' extrinsic anger. In other words, the level of extrinsic anger tended to increase as customers experienced stress while using technology-based services. Additionally, self-efficacy played a role in moderating the relationship between technostress and extrinsic anger. Customers with high self-efficacy had low extrinsic anger even if they experienced the same level of technostress, and conversely, customers with low self-efficacy tended to have technostress directly lead to extrinsic anger. This study is related to extractive and reductive significance in that it empirically analyzes the impact of technostress experienced by customers. While previous studies have focused on technostress, this study examined emotional responses from the customer's perspective. Through this, we emphasized that companies need to adopt an approach that takes into account customers' usability and emotional responses when introducing technology.