Failure of neutralization: How digital job demands shape cyberslacking and job performance in telework

Organisations across the globe are deliberating on the future of work, whether to call employees back to the office, enable remote working, or offer flexibility through hybrid options. In this context, we studied two job demands-techno-invasion and electronic monitoring-that could influence employee performance. We surveyed knowledge workers (n = 1446) in two waves, separated by 25 days, to explore these dynamics. Using PLS-SEM, we empirically examined the relationships between job demands and job performance, with cyberslacking as the mediating variable and Information Technology (IT) support as the moderating variable. We further conducted robustness checks using Hayes PROCESS macro in SPSS. This study introduces the concept of 'failure of neutralization' to show how techno-invasion operates as a hindrance stressor and can become intrusive to the extent that employees may be unable to justify or engage in cyberslacking. This specifies a boundary condition for neutralization, where a norm of perpetual availability can suppress even brief digital detachment. Techno-invasion is negatively related to cyberslacking and job performance. Our findings also reveal that cyberslacking positively influences job performance and mediates the relationship between job demands and performance. Additionally, IT support moderates the positive relationship between electronic monitoring and cyberslacking, which intensifies when IT support is low. It also emphasises the importance of sustainable work environments, where interventions such as IT support, clear boundaries for work-related ICT use, and policies promoting responsible internet behaviour can mitigate the adverse effects of job demands.