Information and communication technologies (ICTs) evolve rapidly, and employees perceive ICTs as both resources and demands. Based on the job-demands-resources model, we develop an ICT demands-resources model to analyze how employees’ perceptions of ICTs impact burnout, work-family balance and job satisfaction. Three surveys of employees were conducted: two before and one during the COVID-19 pandemic. Results show that employees perceive ICTs more strongly as resources than as demands. However, while ICT demands have a strong negative impact, ICT resources have no (before COVID-19) or only a weak (during COVID-19) positive impact on burnout and work-family balance. Mediation analyses indicate that work-family balance mitigates the negative effects of ICT demands on burnout. Higher burnout levels reduce job satisfaction. Qualitative survey responses allow for additional implications regarding how to improve work-related ICT use. Overall, findings imply that companies and employees need to focus more on ICT demands than on ICT resource management.

信息和通信技术 (ICT) 发展迅速，员工将 ICT 视为资源和需求。基于工作-需求-资源模型，我们开发了一个 ICT 需求-资源模型来分析员工对 ICT 的看法如何影响倦怠、工作家庭平衡和工作满意度。对员工进行了三项调查：两项在 COVID-19 大流行之前和一项在 COVID-19 大流行期间。结果表明，员工更强烈地将信息通信技术视为资源而不是需求。然而，虽然 ICT 需求具有很强的负面影响，但 ICT 资源对倦怠和工作与家庭的平衡没有（在 COVID-19 之前）或只有微弱的（在 COVID-19 期间）产生积极影响。中介分析表明，工作与家庭的平衡减轻了 ICT 需求对职业倦怠的负面影响。较高的倦怠程度会降低工作满意度。定性调查答复考虑到有关如何改进与工作相关的 ICT 使用的额外影响。总体而言，调查结果表明，公司和员工需要更多地关注 ICT 需求，而不是 ICT 资源管理。