Facilitating or inhibiting? The role of enterprise social media use in job performance
研究企业社交媒体使用如何通过工作超载和信息支持两条路径影响员工工作绩效，并发现工作自主性调节了这些关系，对管理者平衡社交媒体利弊有参考价值。
Purpose Organizations use enterprise social media (ESM) platforms to operate, function, and develop. However, the effectiveness of the use of ESM is inconclusive. This study aims to explore the mechanism and boundary conditions of the relationship between employee ESM use and job performance. Design/methodology/approach This study uses a 2-wave survey design, with a final sample of 481 employees from a large automobile company. Findings The results indicate that ESM use is beneficial and detrimental to job performance. On the one hand, ESM use is positively related to work overload, decreasing job performance. On the other hand, ESM use is positively associated with informational support, increasing job performance. A mediation test revealed that both work overload and informational support mediate the relationship between ESM use and job performance. Furthermore, job autonomy weakens the positive relationship between ESM use and work overload, but strengthens the positive relationship between ESM use and informational support. Originality/value This study provides a more balanced view of how ESM use influences job performance by demonstrating the opposing mediating roles of work overload and informational support. Further, this study fills a research gap by considering job characteristics when examining the boundary conditions of ESM use. Third, this study validates the generalization of the job demands-resources model in social media research.