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<p>As organizations increasingly deploy Industry 4.0 technologies to enhance operational efficiency, understanding the human impacts of such technological transformations becomes crucial. This study investigates how technological implementation affects service workers who form essential links in organizational supply chains yet often face occupational stigma. Drawing from the Job Demands-Resources Model, we examined whether work technicalization—the application of intelligent technologies and high-tech tools in operations—serves as a resource or demand for workers managing stigma. Through a multi-wave, multi-source field study of 207 service workers, we found that technological implementation may inadvertently heighten demands via emotional exhaustion, reducing proactive behaviors while increasing withdraw behaviors. These findings have important implications for operations managers implementing technological changes, suggesting the need for more nuanced approaches to technology deployment that consider both operational efficiency and worker wellbeing. We address the theoretical contributions to operations research and practical implications for managing technological transitions in service operations.</p>

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Does technological tools make dirty-work engagement easier? When occupational stigma leads to increased emotional exhaustion and avoidant behaviors at work

  • 期刊论文

  • 发表日期：

    2025年4月8日

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  • Zhang Guanglei,
  • Wang Huaying,
  • Li Mingze,
  • Longzhu Dong

摘要

As organizations increasingly deploy Industry 4.0 technologies to enhance operational efficiency, understanding the human impacts of such technological transformations becomes crucial. This study investigates how technological implementation affects service workers who form essential links in organizational supply chains yet often face occupational stigma. Drawing from the Job Demands-Resources Model, we examined whether work technicalization—the application of intelligent technologies and high-tech tools in operations—serves as a resource or demand for workers managing stigma. Through a multi-wave, multi-source field study of 207 service workers, we found that technological implementation may inadvertently heighten demands via emotional exhaustion, reducing proactive behaviors while increasing withdraw behaviors. These findings have important implications for operations managers implementing technological changes, suggesting the need for more nuanced approaches to technology deployment that consider both operational efficiency and worker wellbeing. We address the theoretical contributions to operations research and practical implications for managing technological transitions in service operations.