Examination of the relationship between mandatory citizenship behavior and technology anxiety from the perspective of generational differences

This thesis investigates the relationships among compulsory citizenship behavior (CCB), technostress, and turnover intention among employees working in the healthcare sector, through the lens of generational differences. The digital transformation accelerated by Industry 4.0 has positioned healthcare as one of the sectors most intensely influenced by technological advancements. This transformation compels healthcare workers not only to fulfill their professional responsibilities but also to undertake additional extra-role tasks that require adaptation to new technologies. Such expectations may lead to significant psychological and behavioral reactions among employees. The primary aim of the study is to examine the effects of CCB, which emerges not from voluntary motivation but from managerial or social pressures, on employees' levels of technostress and intentions to leave their jobs. Furthermore, the study investigates whether technostress serves as a mediating variable in this relationship and whether generational differences exert a moderating effect. To this end, a quantitative research design was adopted, and hypotheses were tested using data collected from healthcare employees across different generations. The findings reveal that digital transformation processes yield not only technical but also significant psychosocial outcomes. Specifically, the results indicate that (a) compulsory citizenship behavior has a positive and statistically significant effect on both technostress and turnover intention, and (b) as the generational cohort becomes younger, the strength of the relationship between CCB and technostress weakens. These findings suggest that human resource policies in digitally transforming organizations should be restructured to support voluntary engagement rather than reinforcing managerial or social pressure, and should explicitly consider generational differences within a multigenerational workforce.