커뮤니케이션 증가가 업무 생산성과 시스템 사용의도에 미치는 영향: 커뮤니케이션 과부하의 양면적 영향에 대한 메커니즘 고찰 = The Impact of Increased Communication on Work Productivity and System Usage Intention: Examining the Paradoxical Effects of Communication Overload

국문 초록 (Abstract)

디지털 업무환경의 주요 도구인 협업 툴의 도입은 시간과 공간의 제약 없이 직원들을 연결함으로써 과거보다더 많은 커뮤니케이션을 가능하게 하여 업무 생산성을 높이고자 한다. 하지만 커뮤니케이션의 과도한 증가는직원들의 피로와 스트레스를 높여 오히려 업무 생산성을 저하하고 협업 툴 사용을 감소시키는 요인 또한 될 수있다. 기술의 발전으로 기업 내 커뮤니케이션은 계속 증가하나, 커뮤니케이션의 과도한 증가로 인한 업무 생산성, 그리고 직원들의 행동 관련 연구는 아직 충분하지 않다. 본 연구의 목적은 커뮤니케이션의 증가로 인한 과부하가협업 툴 사용자의 업무 생산성 및 시스템 지속사용의도에 긍정적 혹은 부정적으로 영향을 주는 과정을 실증하는것이다. 기술 스트레스 및 기술수용이론을 기반으로 S-O-R(Stimulus-Organism- Response) 모델을 활용하여커뮤니케이션 과부하 연구모델을 도출하였고, 구조방정식으로 분석하였다. 연구 결과 커뮤니케이션 과부하는 협업툴 사용 태도와 업무 생산성에 유의한 정의 영향을 주는 동시에 협업 툴 사용에 대한 피로에도 유의한 정의 영향을미치는 것을 확인하였다. 사용 태도는 업무 생산성과 함께 협업 툴의 지속사용의도에 유의한 정의 영향을 미치는반면, 피로는 사용 태도와 업무 생산성에 유의한 부의 영향을 미치고 협업 툴의 사용감소의도에 유의한 정의 영향을미친다. 따라서 협업 툴 사용 태도와 피로는 각각 커뮤니케이션 과부하의 긍정적, 부정적 영향을 매개하는 중요한메커니즘이라고 할 수 있다. 본 연구는 커뮤니케이션과 생산성, 사용의도에 대하여 고찰함으로써 기술수용이론과업무 생산성 이론 확장에 학문적 시사점이 있고, 기업이 디지털 업무환경에서 커뮤니케이션의 급격한 증가 현상을이해하고 문화, 제도 및 기술적 보완을 통해 긍정적 영향을 극대화하며 부정적 영향을 조절함으로써 시스템의활성화와 활발한 커뮤니케이션을 유도하는 실무적 시사점이 있다.

다국어 초록 (Multilingual Abstract)

The introduction of collaboration tools, a key instrument in the digital workplace, aims to enhance work productivity by enabling more communication among employees, regardless of time and space constraints. However, the excessive increase in communication can also elevate employee fatigue and stress levels, paradoxically decreasing work productivity and reducing the use of collaboration tools. Despite the continuous growth of communication within enterprises due to technological advancements, research on the impact of excessive communication on work productivity and employee behavior remains insufficient.
This study aims to empirically investigate the processes by which communication overload positively or negatively influences work productivity and continuous usage intention of collaboration tools among users. Based on technostress and technology acceptance theories, a research model on communication overload was derived utilizing the S-O-R (Stimulus-Organism-Response) model and analyzed through structural equation modeling. The results indicate that communication overload has a significant positive effect on both attitudes toward collaboration tool usage and work productivity, while also having a significant positive effect on fatigue from collaboration tool usage. Attitude toward usage, along with work productivity, had a significant positive effect on the continuous usage intention of collaboration tools, whereas fatigue had a significant negative effect on both attitude toward usage and work productivity, while having a significant positive effect on the intention to reduce usage of collaboration tools. Therefore, attitude toward usage and fatigue can be considered critical mechanisms that mediate the positive and negative effects of communication overload, respectively. By reflecting on communication, productivity, and usage intention, this study contributes academically to the extension of technology acceptance theory and work productivity theory. It also provides practical implications by enabling enterprises to understand the rapid increase in communication within the digital work environment and maximize positive impacts while mitigating negative effects through cultural, institutional, and technological complementation, thereby facilitating system activa tion and active communication.

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