Occupational Stress in the Digital Workplace: Examining the Efficiencies of E-CRM Practices on Employee Performance

Abstract

The rapid digitalisation of organisational operations has significantly transformed employee roles, communication systems, and customer relationship management practices. Electronic Customer Relationship Management (E-CRM) has emerged as a strategic tool for enhancing organisational productivity, customer engagement, and operational efficiency. However, the increasing dependence on digital systems and technology-driven work environments has also contributed to occupational stress among employees. This study examines the relationship between E-CRM practices, occupational stress, and employee performance in the digital

workplace. The study adopts a quantitative analytical research design using SPSS and AMOS for statistical analysis and structural equation modelling.

Primary data were collected from 320 employees working in service-oriented organisations through a structured questionnaire. Reliability analysis, correlation analysis, regression analysis, Confirmatory Factor Analysis (CFA), and Structural Equation Modelling (SEM) were conducted to evaluate the relationships among the variables. The findings reveal that effective E-CRM practices significantly improve employee performance while reducing occupational stress. Furthermore, occupational stress negatively affects employee productivity and mediates the relationship between E-CRM efficiency and employee performance.

The study contributes to the growing literature on digital workplace management and provides practical implications for organisations aiming to improve employee wellbeing and organisational efficiency through strategic E-CRM implementation.