A paradoxical view of social network site friendships: from the boundary theory perspective
Abstract
This study examines how social networking site (SNS) workplace friendships influence organizational citizenship behavior (OCB) in the hospitality sector, drawing on boundary theory and a dual-mediation model. Three-wave survey data were collected via WeChat from 426 frontline hotel employees and 40 matched managers in high-end hotels across four major cities in China. Results show whereas SNS friendships enhance psychological attachment, promoting OCB toward coworkers, they also undermine work-life balance, reducing OCB toward the organization. These findings highlight the paradoxical effects of SNS friendships, offering insights for managing digital interactions in hospitality contexts.
Fields of Study & Subjects
Complex Network Analysis Techniques
Impact of Technology on Adolescents
Social Capital and Networks
Publication details
- Journal / source
- Journal of Travel & Tourism Marketing
- Publisher
- Informa UK Limited
- Volume
- 43
- Issue
- 1
- Pages
- 154–173
- Publication date
- 2 January 2026
- Language
- EN