TECHNOSTRESS AND QUIET QUITTING AMONG CASHIERS: THE MEDIATING ROLE OF PSYCHOLOGICAL RESILIENCE

Abstract The rapid deployment of point-of-sale technologies (connected payment terminals, inventory management software, video surveillance devices, self-checkout systems and real-time reporting tools) is profoundly transforming the work of cashiers in the retail sector. Although these tools are intended to streamline commercial operations, they also expose cashiers to an increased cognitive and emotional burden, commonly referred to as technostress. At the same time, the phenomenon of quiet quitting, understood as a discreet withdrawal of engagement beyond the formal requirements of the job, has become a major concern for human resource management in customer-facing occupations. This article proposes an integrative theoretical framework, grounded in Hobfoll's conservation of resources theory and the job demands-resources model, to examine the relationship between perceived techno-stress and quiet quitting among cashiers, with particular attention to the mediating role of psychological resilience. We formulate a set of testable hypotheses and discuss their theoretical and managerial implications. Expected findings suggest that psychological resilience constitutes a personal resource capable of buffering the detrimental effect of techno-stress on behavioral disengagement, paving the way for organizational interventions focused on strengthening the adaptive capacities of frontline employees. Keywords technostress; quiet quitting; psychological resilience; cashiers; conservation of resources theory; mediation