Management of Intellectual Stress in Modern Service Firms

This thesis introduces the concept of intellectual stress (istress), a form of techno-stress specifically affecting service firms rather than individuals. It proposes that just as humans experience stress, firms, with their intellectual capital (IC), can also suffer from stressors related to technology and work. The thesis outlines a psychometric model, CMISS, developed through systematic literature reviews and surveys, to measure and manage this istress. This model identifies key istressors (techno-complexity, techno-insecurity, and role overload) and inhibitors (literacy facilitation, Technology Involvement facilitation, and technical support provision), along with mediators - job satisfaction and knowledge management - to understand how they influence a firm's intellectual capital and overall performance. The study concludes that knowledge management is a crucial mediator for managing intellectual stress in service firms.