The value of mobile investments: An examination of the link between after-hours use of employer provided mobile devices and client service performance

Mobile technology is fast changing the way workforces are deployed and the manner in which business is conducted. Organizations today see mobile devices as a way of maintaining voice and data communication between their employees, even when they are away from the office. This study examined the relationship between after-hours use of employer-provided mobile devices and client service performance. Literature suggests that several factors may influence the probability of employees working after-hours. This study quantitatively examined some of those factors through four hypotheses. The study's results supported the presence of significant relationships between employee after-hours work and constructs such as employer purveyance of mobile devices, technological capability and organizational culture. Consequently, a significant positive relationship between employee after-hours work and client service performance was observed. The research discussion includes recommendations for organizations to study and understand the impacts of providing and using such mobile technology in their workforce. Especially as it may directly contrast the organization's espoused values, when maintaining responsiveness in the official realm, seriously affects the quality and amount of personal time employees get.