Effects of Communication-Oriented Overload in Mobile Instant Messaging on Role Stressors, Burnout, and Turnover Intention in the Workplace

Jaehee Cho, H. Erin Lee, Haeyeon Kim


This study aimed at developing and testing a model that can explain how overload perceived in relation to organizational use of mobile instant messaging services (MIMs) leads to burnout and turnover intention in employees through the mediating effect of role-oriented stressors such as role ambiguity and role conflict. To empirically test the model, an online survey was conducted with 434 office workers in South Korea who used KakaoTalk for organizational purposes. Overload in KakaoTalk use was measured in three dimensions: information, communication, and system feature overload. Path analysis results showed that information overload and system feature overload significantly increased role ambiguity and role conflict, which ultimately led to significant increases in burnout (in the form of emotional exhaustion and reduced personal achievement) and turnover intention.


mobile instant messaging (MIM), KakaoTalk, overload, role ambiguity, role conflict, burnout, turnover intention

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