ICT use, internal communication satisfaction, and engagement of working-from-home employees: The moderating role of affiliative tendency

ABSTRACT

This study examined the effect of information and communication technology (ICT) use on working-from-home employees' internal communication satisfaction and engagement level during the COVID-19 pandemic. The moderating role of individuals' affiliative tendency was also explored. Results of an online survey with a representative sample of U.S. full-time working-from-home employees after the pandemic suggested that formal use of ICT for work—e-mail, video-conferencing, instant messaging, and phone—was positively associated with employees' informational and relational satisfaction, which in turn, enhanced their engagement. Informal use of ICT was also positively related to employees' relational satisfaction and such an effect was particularly salient for employees high in affiliative tendency. Theoretical and practical implications for effective internal communication and ICT use are discussed.