How does digital monitoring influence volunteer behaviour? The mediating role of emotional labour

The rapid development of digital platforms has made it possible to monitor volunteer performance with technology. Following socio-technical systems theory and conservation of resource theory, this study showed that deterrence-oriented digital monitoring caused surface acting, which in turn promoted volunteer turnover, and that performance pressure strengthened these relationships. Development-oriented digital monitoring can promote volunteer work engagement and reduce turnover intentions through deep acting. However, volunteer performance pressure does not moderate these relationships. The study emphasizes the double-edged sword effect of digital monitoring in theory and highlights the importance of preventing the negative effects associated with deterrence-oriented digital monitoring in practice.