Techno-Insecurity, Emotional Exhaustion and Job Performance: A Recommended Theoretical Framework

Authors : Volkan YENİARAS, Neşenur ALTINİĞNE

Pages : 410-433

Doi:10.54733/smar.1314699

View : 39 | Download : 43

Publication Date : 2023-09-30

Article Type : Review Paper

Abstract :Firms become increasingly dependent on information and communication technologies. While the extant literature focuses on the benefits of implementing and using such technologies, technology infusion in a high-touch service environment may become a double-edged sword. Drawing on job demands-resources and regulatory focus theories, this study proposes a theoretical framework and a set of propositions, which may help mitigate the adverse effects of techno-insecurity on emotional exhaustion, customer service performance, and productive work behavior. These propositions seek to promote research that gives a more comprehensive background of the technological problems that enterprises may experience when trying to increase customer service performance.
Keywords : tekno iş kaygısı, duygusal tükenmişlik, müşteri odaklılığı, tüketici hizmet performansı