Caught in a crossfire: analysing employees’ emotional exhaustion experiences amid blurring work-life boundaries

Purpose The blurring of work-life boundaries in the post-pandemic era has intensified work-family conflict (WFC), family-work conflict (FWC) and emotional exhaustion (EE), raising critical concerns for employee well-being. This study investigates how these conflicts shape employees’ mental health and explores organisational interventions that may alleviate their impact. Design/methodology/approach A qualitative exploratory approach was employed through 32 semi-structured interviews with functional managers in the information technology sector. Guided by the conservation of resources (COR) framework, the study applied thematic analysis to uncover contextual factors contributing to EE, as well as strategies individuals use to manage resource depletion. Findings The findings led to the emergence of four main themes: feedback avoidance, emotional masking, psychological detachment and mindfulness. The interview responses shed light on the outcomes, such as feedback avoidance and blame-shifting due to the integration of work-life boundaries. The findings also outline emotional masking as a prominent coping mechanism. Originality/value The present study contributes to the literature on remote and hybrid working by showing that the psychological and emotional consequences of enforced remote work did not dissipate with the easing of restrictions. Instead, these consequences have led to ongoing patterns of emotional masking, psychological detachment and the need for sustainable coping strategies such as mindfulness. This study contributes actionable insights for practitioners and policymakers, suggesting that effective interventions should be multi-level and context-sensitive, implemented through effective organisational policies.