DOI: 10.54733/smar.1314699 ISSN:

TECHNO-INSECURITY, EMOTIONAL EXHAUSTION AND JOB PERFORMANCE: A RECOMMENDED THEORETICAL FRAMEWORK

Volkan YENİARAS, Neşenur ALTINİĞNE
Firms become increasingly dependent on information and communication technologies. While the extant literature focuses on the benefits of the implementation and use of such technologies, technology infusion in high-touch service environment it may become a double edge 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 negative 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.

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