@article{article_1314699, title={Techno-Insecurity, Emotional Exhaustion and Job Performance: A Recommended Theoretical Framework}, journal={Sosyal Mucit Academic Review}, volume={4}, pages={410–433}, year={2023}, DOI={10.54733/smar.1314699}, author={Yeniaras, Volkan and Altıniğne, Neşenur}, keywords={techno-insecurity, emotional exhaustion, customer orientation, customer service performance}, 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.}, number={3}, publisher={Erhan AYDIN}