The impact of information technology sophistication on the work alienation of knowledge workers

Abstract

This research paper investigated the impact of information technology sophistication on the perceived work alienation of knowledge workers, specifically in the financial services sector. The value of the knowledge worker, particularly in knowledge-intensive organisations, is considered to be the most valued asset of the contemporary organisation. Yet, as modern organisations are challenged by the worldwide economic deterioration, they reach out to sophisticated information technology solutions to provide a more conclusive customer value proposition and to secure a sustainable future. The possible alienating impact of the often radical technology solutions on the knowledge worker is, however, predominantly undefined. The study was conducted through a web-based survey with a non-probability sample of 216 participants from eight major financial services institutions in Johannesburg, South Africa. The participants were questioned on their perceived work alienation within their working environment, job design and information technology sophistication contexts. For the first time, it could be established that information technology sophistication does impact the perceived work alienation of knowledge workers. Information technology sophistication displayed a negative, yet statistically significant, relationship with perceived work alienation. Further, it was established that information technology sophistication also moderated the relationships between perceived work alienation and working environment, as well as the knowledge worker's job design. The findings are of great importance to organisations that need to implement sophisticated information technology solutions whilst protecting their knowledge worker workforce.