Mapping the complex interactions between work-family conflict, AI technostress, work-life balance and employees’ well-being: moderated mediation analysis

Purpose In today’s technology-driven service sector, employees struggle to balance work and personal life. Work-family conflict (WFC) intensifies this strain, disrupting balance and reducing well-being. Drawing on the technostress model and conservation of resources (COR) theory, this study aims to investigate how WFC impacts work-life balance (WLB) and, subsequently, employees’ well-being. Furthermore, we decipher the mediation effect of WLB and moderation effect of artificial intelligence (AI) technostress on this primal relationship. Design/methodology/approach The present study undertakes a quantitative analysis of employees (n = 562) in Haryana, India, through a judgment sampling technique and analyzes with structural equation modeling-AMOS (V23). Findings The results revealed that WFC exerts a strong negative impact on WLB, which significantly affects employees’ physical, psychological and social well-being. WLB mediated the relationship between WFC and well-being dimensions, highlighting its critical role in mitigating the harmful effects of conflict. AI technostress significantly moderated the WFC–WLB relationship, while moderate levels of AI technostress may foster adaptive coping, high levels intensified techno-overload, blurred boundaries and reduced the buffering role of WLB. Research implications The study extends theoretical understanding by integrating technostress and COR theory, highlighting that WLB serves as a key resource buffering the effects of WFC and technostress on employee well-being. Practically, it urges employees, organizations, governments, policymakers and society to adopt flexible and supportive measures to foster balanced and sustainable work environments. Originality/value This research provides valuable insights into WFC, AI-related stress and employee well-being, highlighting the need for sector-specific and resource-conscious strategies to promote WLB and enhance resilience in technology-intensive workplaces.