Theoretical Article
BibTex RIS Cite

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

Year 2023, , 410 - 433, 30.09.2023
https://doi.org/10.54733/smar.1314699

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.

References

  • Aborg, C., & Billing, A. (2003). Health effects of ‘the Paperless Office’–evaluations of the introduction of electronic document handling systems. Behaviour and Information Technology, 22(6), 389-396.
  • Anaza, N. A., & Rutherford, B. (2012). How organizational and employee-customer identification and customer orientation affect job engagement. Journal of Service Management, 23(5), 616-639.
  • Andrews, M. C., & Carlson, D. S. (2004). When conscientiousness isn’t enough: Emotional exhaustion and performance among call center customer service representatives. Journal of Management, 30(1), 149-160.
  • Ashforth, B. E. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
  • Auh, S., Menguc, B., Thompson, F. M., & Uslu, A. (2022). Conflict-solving as a mediator between customer incivility and service performance. The Service Industries Journal, 1-36.
  • Ayyagari, R., Grover, V., & Purvis, R. (2011). Technostress: Technological antecedents and implications. MIS Quarterly, 35(4), 831-858.
  • Bakker, A. B., & Demerouti, E. (2007). The job demands‐resources model: State of the art. Journal of Managerial Psychology, 22(3), 309-328.
  • Bakker, A. B., & Demerouti, E. (2017). Job demands-resources theory: Taking stock and looking forward. Journal of Occupational Health Psychology, 22(3), 273-285.
  • Behar, N. (2014). Five ways to improve the ROI of your sales training program, Association for Talent Development, Sales Enablement Blog (March 5). https://www.td.org/Publications/Blogs/Sales-Enablement-Blog/2014/03/Five-Ways-to-Improve-the-ROI-ofYour-Sales-Training-Program (Accessed Date: 18 August 2023).
  • Bergvik, S., Sørlie, T., Wynn, R., & Sexton, H. (2010). Psychometric properties of the Type D scale (DS14) in Norwegian cardiac patients. Scandinavian Journal of Psychology, 51(4), 334-340.
  • Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 138-149.
  • Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34-49.
  • Brockner, J., & Higgins, E. T. (2001). Regulatory focus theory: Implications for the study of emotions at work. Organizational Behavior and Human Decision Processes, 86(1), 35-66.
  • Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W. (2002). The customer orientation of service workers: Personality trait effects on self-and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
  • Brustein, J. (2013). Applebee’s is now serving tablets, BusinessWeek (December 3). http://www.businessweek.com/articles/2013-12-03/applebees-is-now-serving-tablets (Accessed Date: 18 August 2023).
  • Carayon‐Sainfort, P. (1992). The use of computers in offices: Impact on task characteristics and worker stress. International Journal of Human‐Computer Interaction, 4(3), 245-261.
  • Chen, H., Richard, O. C., Boncoeur, O. D., & Ford Jr, D. L. (2020). Work engagement, emotional exhaustion, and counterproductive work behavior. Journal of Business Research, 114, 30-41.
  • Christ-Brendemühl, S., & Schaarschmidt, M. (2020). The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis. Journal of Business Research, 117, 378-388.
  • Cropanzano, R., Rupp, D. E., & Byrne, Z. S. (2003). The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors. Journal of Applied Psychology, 88(1), 160-169.
  • De Keyser, A., Köcher, S., Alkire, L., Verbeeck, C., & Kandampully, J. (2019). Frontline service technology infusion: conceptual archetypes and future research directions. Journal of Service Management, 30(1), 156-183.
  • Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied Psychology, 86(3), 499.
  • Dolan, S., & Tziner, A. (1988). Implementing computer-based automation in the office: A study of experienced stress. Journal of Organizational Behavior, 9(2), 183-187.
  • Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal benefits of service-worker customer orientation: job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing, 68(1), 128-146.
  • Ferris, D. L., Brown, D. J., & Heller, D. (2009). Organizational supports and organizational deviance: The mediating role of organization-based self-esteem. Organizational Behavior and Human Decision Processes, 108(2), 279-286.
  • Fisher, W., & Wesolkowski, S. (1999). Tempering technostress. IEEE Technology and Society Magazine, 18(1), 28-42.
  • Florkowski, G. W. (2019). HR technologies and HR-staff technostress: An unavoidable or combatable effect?. Employee Relations: The International Journal, 41(5), 1120-1144.
  • Förster, J., Higgins, E. T., & Bianco, A. T. (2003). Speed/accuracy decisions in task performance: Built-in trade-off or separate strategic concerns?. Organizational Behavior and Human Decision Processes, 90(1), 148-164.
  • Friedman, R. S., & Förster, J. (2001). The effects of promotion and prevention cues on creativity. Journal of Personality and Social Psychology, 81(6), 1001-1013.
  • Gaines, J., & Jermier, J. M. (1983). Emotional exhaustion in a high stress organization. Academy of Management Journal, 26(4), 567-586.
  • Giebelhausen, M., Robinson, S. G., Sirianni, N. J., & Brady, M. K. (2014). Touch versus tech: When technology functions as a barrier or a benefit to service encounters. Journal of Marketing, 78(4), 113-124.
  • Greenhalgh, L., & Rosenblatt, Z. (1984). Job insecurity: Toward conceptual clarity. Academy of Management Review, 9(3), 438-448.
  • Guenzi, P., & Nijssen, E. J. (2021). The impact of digital transformation on salespeople: An empirical investigation using the JD-R model. Journal of Personal Selling & Sales Management, 41(2), 130-149.
  • Halbesleben, J. R. B. (2006). Sources of social support and burnout: A meta-analytic test of the conservation of resources model. Journal of Applied Psychology, 91(5), 1134-1145.
  • Higgins, E. T. (1998). Promotion and prevention: Regulatory focus as a motivational principle. Advances in Experimental Social Psychology, 30, 1-46.
  • Higgins, E. T. (2000). Making a good decision: Value from fit. American Psychologist, 55(11), 1217-1230.
  • Higgins, T., & Tykocinski, O. (1992). Seff-discrepancies and biographical memory: Personality and cognition at the level of psychological situation. Personality and Social Psychology Bulletin, 18(5), 527-535.
  • Janssen, O., Lam, C. K., & Huang, X. (2010). Emotional exhaustion and job performance: The moderating roles of distributive justice and positive affect. Journal of Organizational Behavior, 31(6), 787-809.
  • Johnson, R. E., Chang, C. H., & Yang, L. Q. (2010). Commitment and motivation at work: The relevance of employee identity and regulatory focus. Academy of Management Review, 35(2), 226-245.
  • Karasek, R. A., Triantis, K. P., & Chaudhry, S. S. (1982). Coworker and supervisor support as moderators of associations between task characteristic and mental strain. Journal of Occupational Behavior, 3(2), 181-200.
  • Kark, R., & Van Dijk, D. (2007). Motivation to lead, motivation to follow: The role of the self-regulatory focus in leadership processes. Academy of Management Review, 32(2), 500-528.
  • Katsikeas, C. S., Auh, S., Spyropoulou, S., & Menguc, B. (2018). Unpacking the relationship between sales control and salesperson performance: A regulatory fit perspective. Journal of Marketing, 82(3), 45-69.
  • Kim, D. G., & Lee, C. W. (2021). Exploring the roles of self-efficacy and technical support in the relationship between techno-stress and counter-productivity. Sustainability, 13(8), 4349-4368.
  • Konrad, A. (2013). Applebee’s will install 100,000 intel-backed tablets next year in record rollout, Forbes. www.forbes.com/sites/alexkonrad/2013/12/03/applebees-intel-tablet-rollout/ (Accessed Date: 21 August 2023).
  • Lam, C. K., Huang, X., & Janssen, O. (2010). Contextualizing emotional exhaustion and positive emotional display: The signaling effects of supervisors’ emotional exhaustion and service climate. Journal of Applied Psychology, 95(2), 368-376.
  • Lanaj, K., Chang, C. H., & Johnson, R. E. (2012). Regulatory focus and work-related outcomes: A review and meta-analysis. Psychological Bulletin, 138(5), 998-1034.
  • Lazarus, R. S., & Folkman, S. (1984). Stress, appraisal, and coping. Springer.
  • Lee, R. T., & Ashforth, B. E. (1993). A further examination of managerial burnout: Toward an integrated model. Journal of Organizational Behavior, 14(1), 3-20.
  • Lee, R. T., & Ashforth, B. E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology, 81(2), 123-133.
  • Li, L., & Wang, X. (2021). Technostress inhibitors and creators and their impacts on university teachers’ work performance in higher education. Cognition, Technology & Work, 23, 315-330.
  • Lussier, B., Hartmann, N. N., & Bolander, W. (2019). Curbing the undesirable effects of emotional exhaustion on ethical behaviors and performance: A salesperson–manager dyadic approach. Journal of Business Ethics, 169, 747-766.
  • Ma, J., Ollier-Malaterre, A., & Lu, C. Q. (2021). The impact of techno-stressors on work–life balance: The moderation of job self-efficacy and the mediation of emotional exhaustion. Computers in Human Behavior, 122, 106811.
  • Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99-113.
  • Maslach, C., & Leiter, M. P. (2017). Understanding burnout: New models. In C. L. Cooper, & J. C. Quick (Eds.), The handbook of stress and health: A guide to research and practice (pp. 36-56). John Wiley & Sons.
  • Menguc, B., Auh, S., & Wang, F. (2020). Customer participation variation and its impact on customer service performance: Underlying process and boundary conditions. Journal of Service Research, 23(3), 299-320.
  • Menguc, B., Auh, S., Yeniaras, V., & Katsikeas, C. S. (2017). The role of climate: Implications for service employee engagement and customer service performance. Journal of the Academy of Marketing Science, 45, 428-451.
  • Nicas, J., & Michaels, D. (2012). The self-service airport. The Wall Street Journal, https://www.wsj.com/articles/SB10000872396390443545504577567501420272414 (Accessed Date: 23 April 2014).
  • Pflügner, K., Maier, C., & Weitzel, T. (2021). The direct and indirect influence of mindfulness on techno-stressors and job burnout: A quantitative study of white-collar workers. Computers in Human Behavior, 115, 106566.
  • Pullins, E., Tarafdar, M., & Pham, P. (2020). The dark side of sales technologies: How technostress affects sales professionals. Journal of Organizational Effectiveness: People and Performance, 7(3), 297-320.
  • Ragu-Nathan, T. S., Tarafdar, M., Ragu-Nathan, B. S., & Tu, Q. (2008). The consequences of technostress for end users in organizations: Conceptual development and empirical validation. Information Systems Research, 19(4), 417-433.
  • Salancik, G. R., & Pfeffer, J. (1978). A social information processing approach to job attitudes and task design. Administrative Science Quarterly, 23(2), 224-253.
  • Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate. Journal of Applied Psychology, 90(6), 1217-1227.
  • Satpathy, S., Patel, G., & Kumar, K. (2021). Identifying and ranking techno-stressors among IT employees due to work from home arrangement during Covid-19 pandemic. Decision, 48(4), 391-402.
  • Schneider, B., & Bowen, D. E. (1993). The service organization: Human resources management is crucial. Organizational Dynamics, 21(4), 39-52.
  • Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83(2), 150-163.
  • Sessions, H., Nahrgang, J. D., Newton, D. W., & Chamberlin, M. (2020). I’m tired of listening: The effects of supervisor appraisals of group voice on supervisor emotional exhaustion and performance. Journal of Applied Psychology, 105(6), 619-636.
  • Shen, B., & Kuang, Y. (2022). Assessing the relationship between technostress and knowledge hiding—a moderated mediation model. Data and Information Management, 6(1), 100002.
  • Shepherd, W. J., Ployhart, R. E., & Kautz, J. (2020). The neglected role of collective customer perceptions in shaping collective employee satisfaction, service climate, voluntary turnover, and involuntary turnover: A cautionary note. Journal of Applied Psychology, 105(11), 1327–1337.
  • Shirom, A. (1989). Burnout in work organizations. In C. L. Cooper, & I. Robertson (Eds.), International review of industrial and organizational psychology (pp. 25-48). Wiley.
  • Silbiger, A., Berger, R., Barnes, B. R., & WS Renwick, D. (2017). Improving expatriation success: The roles of regulatory focus and burnout. British Journal of Management, 28(2), 231-247.
  • Soenen, G., Eib, C., & Torrès, O. (2019). The cost of injustice: Overall justice, emotional exhaustion, and performance among entrepreneurs: do founders fare better?. Small Business Economics, 53(2), 355-368.
  • Srivastava, S. C., Chandra, S., & Shirish, A. (2015). Technostress creators and job outcomes: Theorising the moderating influence of personality traits. Information Systems Journal, 25(4), 355-401.
  • Stewart, S. M., Bing, M. N., Davison, H. K., Woehr, D. J., & McIntyre, M. D. (2009). In the eyes of the beholder: A non-self-report measure of workplace deviance. Journal of Applied Psychology, 94(1), 207-215.
  • Subramony, M., Ehrhart, K., Groth, M., Holtom, B. C., van Jaarsveld, D. D., Yagil, D., Darabi, T., Walker, D., Bowen, D. E., Fisk, R. P., Grönroos, C., & Wirtz, J. (2017). Accelerating employee-related scholarship in service management. Journal of Service Management, 28(5), 837-865.
  • Tarafdar, M., Bolman Pullins, E., & Ragu-Nathan, T. S. (2014). Examining impacts of technostress on the professional salesperson's behavioural performance. Journal of Personal Selling & Sales Management, 34(1), 51-69.
  • Tarafdar, M., Cooper, C. L., & Stich, J. F. (2019). The technostress trifecta‐techno eustress, techno distress and design: Theoretical directions and an agenda for research. Information Systems Journal, 29(1), 6-42.
  • Tarafdar, M., Pirkkalainen, H., Salo, M., & Makkonen, M. (2020). Taking on the “dark side”––coping with technostress. IT Professional, 22(6), 82-89.
  • Tarafdar, M., Pullins, E. B., & Ragu‐Nathan, T. S. (2015). Technostress: Negative effect on performance and possible mitigations. Information Systems Journal, 25(2), 103-132.
  • Tarafdar, M., Tu, Q., & Ragu-Nathan, T. S. (2010). Impact of technostress on end-user satisfaction and performance. Journal of Management Information Systems, 27(3), 303-334.
  • Tarafdar, M., Tu, Q., Ragu-Nathan, B. S., & Ragu-Nathan, T. S. (2007). The impact of technostress on role stress and productivity. Journal of Management Information Systems, 24(1), 301-328.
  • Taser, D., Aydin, E., Torgaloz, A. O., & Rofcanin, Y. (2022). An examination of remote e-working and flow experience: The role of technostress and loneliness. Computers in Human Behavior, 127, 107020.
  • Tuan, L. T. (2022). Employee mindfulness and proactive coping for technostress in the COVID-19 outbreak: The roles of regulatory foci, technostress, and job insecurity. Computers in Human Behavior, 129, 107148.
  • Turel, O., & Gaudioso, F. (2018). Techno-stressors, distress and strain: The roles of leadership and competitive climates. Cognition, Technology & Work, 20(2), 309-324.
  • Vredenburg, J., & Bell, S. (2016), Dealing with variability in professional services-the role of scripting versus improvisation. In Campbell, C., & Ma, J. (Eds.) looking forward, looking back: Drawing on the past to shape the future of marketing. Developments in marketing science: Proceedings of the academy of marketing science (pp. 408-409). Springer.
  • Wallace, C., & Chen, G. (2006). A multilevel integration of personality, climate, self‐regulation, and performance. Personnel Psychology, 59(3), 529-557.
  • Wallace, J. C., Johnson, P. D., & Frazier, M. L. (2009). An examination of the factorial, construct, and predictive validity and utility of the regulatory focus at work scale. Journal of Organizational Behavior, 30(6), 805-831.
  • Wallace, J. C., Little, L. M., Hill, A. D., & Ridge, J. W. (2010). CEO regulatory foci, environmental dynamism, and small firm performance. Journal of Small Business Management, 48(4), 580-604.
  • Wang, K., Shu, Q., & Tu, Q. (2008). Technostress under different organizational environments: An empirical investigation. Computers in Human Behavior, 24(6), 3002-3013.
  • World Health Organization. (2005). Facing the challenges, building solutions. In WHO European Ministerial Conference on Mental Health, Helsinki, Finland, January 12-15.
  • Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486.
  • Yeniaras, V., & Gölgeci, I. (2023). When does boundary-spanner burnout connect participation and customer relationship performance? The role of the firm's network centrality and network density. Industrial Marketing Management, 112, 1-13.
  • Yeniaras, V., & Kaya, I. (2022). Customer prioritization, product complexity and business ties: Implications for job stress and customer service performance. Journal of Business & Industrial Marketing, 37(2), 417-432.
  • Zhao, X., Xia, Q., & Huang, W. (2020). Impact of technostress on productivity from the theoretical perspective of appraisal and coping processes. Information & Management, 57(8), 103265.
  • Zoltners, A. A., & Sinha, P. (2005). The 2004 ISMS practice prize winner—sales territory design: Thirty years of modeling and implementation. Marketing Science, 24(3), 313-331.

Tekno-Güvensizlik, Duygusal Tükenme ve İş Performansı: Kuramsal Bir Model Önerisi

Year 2023, , 410 - 433, 30.09.2023
https://doi.org/10.54733/smar.1314699

Abstract

Şirketler, bilgi ve iletişim teknolojilerine giderek daha fazla bağımlı hale gelmektedir. Mevcut literatür bu tür teknolojilerin uygulanması ve kullanımının faydalarına odaklanırken, yüksek temaslı hizmet ortamında teknoloji entegrasyonu, iki ucu keskin bir kılıç haline gelebilir. İş talepleri-kaynaklar ve düzenleyici odak teorilerinden faydalanarak, bu çalışma, teknoloji belirsizliğinin duygusal tükenme, müşteri hizmetleri performansı ve üretken iş davranışı üzerindeki olumsuz etkilerini hafifletmeye yardımcı olabilecek teorik bir çerçeve ve bir dizi öneri sunmaktadır. Bu öneriler, işletmelerin müşteri hizmetleri performansını artırmaya çalışırken karşılaşabilecekleri teknolojik belirsizlik sorunlarının daha kapsamlı bir bağlamını sağlamayı amaçlamaktadır.

References

  • Aborg, C., & Billing, A. (2003). Health effects of ‘the Paperless Office’–evaluations of the introduction of electronic document handling systems. Behaviour and Information Technology, 22(6), 389-396.
  • Anaza, N. A., & Rutherford, B. (2012). How organizational and employee-customer identification and customer orientation affect job engagement. Journal of Service Management, 23(5), 616-639.
  • Andrews, M. C., & Carlson, D. S. (2004). When conscientiousness isn’t enough: Emotional exhaustion and performance among call center customer service representatives. Journal of Management, 30(1), 149-160.
  • Ashforth, B. E. (1993). Emotional labor in service roles: The influence of identity. Academy of Management Review, 18(1), 88-115.
  • Auh, S., Menguc, B., Thompson, F. M., & Uslu, A. (2022). Conflict-solving as a mediator between customer incivility and service performance. The Service Industries Journal, 1-36.
  • Ayyagari, R., Grover, V., & Purvis, R. (2011). Technostress: Technological antecedents and implications. MIS Quarterly, 35(4), 831-858.
  • Bakker, A. B., & Demerouti, E. (2007). The job demands‐resources model: State of the art. Journal of Managerial Psychology, 22(3), 309-328.
  • Bakker, A. B., & Demerouti, E. (2017). Job demands-resources theory: Taking stock and looking forward. Journal of Occupational Health Psychology, 22(3), 273-285.
  • Behar, N. (2014). Five ways to improve the ROI of your sales training program, Association for Talent Development, Sales Enablement Blog (March 5). https://www.td.org/Publications/Blogs/Sales-Enablement-Blog/2014/03/Five-Ways-to-Improve-the-ROI-ofYour-Sales-Training-Program (Accessed Date: 18 August 2023).
  • Bergvik, S., Sørlie, T., Wynn, R., & Sexton, H. (2010). Psychometric properties of the Type D scale (DS14) in Norwegian cardiac patients. Scandinavian Journal of Psychology, 51(4), 334-340.
  • Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology infusion in service encounters. Journal of the Academy of Marketing Science, 28(1), 138-149.
  • Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. Journal of Marketing, 65(3), 34-49.
  • Brockner, J., & Higgins, E. T. (2001). Regulatory focus theory: Implications for the study of emotions at work. Organizational Behavior and Human Decision Processes, 86(1), 35-66.
  • Brown, T. J., Mowen, J. C., Donavan, D. T., & Licata, J. W. (2002). The customer orientation of service workers: Personality trait effects on self-and supervisor performance ratings. Journal of Marketing Research, 39(1), 110-119.
  • Brustein, J. (2013). Applebee’s is now serving tablets, BusinessWeek (December 3). http://www.businessweek.com/articles/2013-12-03/applebees-is-now-serving-tablets (Accessed Date: 18 August 2023).
  • Carayon‐Sainfort, P. (1992). The use of computers in offices: Impact on task characteristics and worker stress. International Journal of Human‐Computer Interaction, 4(3), 245-261.
  • Chen, H., Richard, O. C., Boncoeur, O. D., & Ford Jr, D. L. (2020). Work engagement, emotional exhaustion, and counterproductive work behavior. Journal of Business Research, 114, 30-41.
  • Christ-Brendemühl, S., & Schaarschmidt, M. (2020). The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis. Journal of Business Research, 117, 378-388.
  • Cropanzano, R., Rupp, D. E., & Byrne, Z. S. (2003). The relationship of emotional exhaustion to work attitudes, job performance, and organizational citizenship behaviors. Journal of Applied Psychology, 88(1), 160-169.
  • De Keyser, A., Köcher, S., Alkire, L., Verbeeck, C., & Kandampully, J. (2019). Frontline service technology infusion: conceptual archetypes and future research directions. Journal of Service Management, 30(1), 156-183.
  • Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The job demands-resources model of burnout. Journal of Applied Psychology, 86(3), 499.
  • Dolan, S., & Tziner, A. (1988). Implementing computer-based automation in the office: A study of experienced stress. Journal of Organizational Behavior, 9(2), 183-187.
  • Donavan, D. T., Brown, T. J., & Mowen, J. C. (2004). Internal benefits of service-worker customer orientation: job satisfaction, commitment, and organizational citizenship behaviors. Journal of Marketing, 68(1), 128-146.
  • Ferris, D. L., Brown, D. J., & Heller, D. (2009). Organizational supports and organizational deviance: The mediating role of organization-based self-esteem. Organizational Behavior and Human Decision Processes, 108(2), 279-286.
  • Fisher, W., & Wesolkowski, S. (1999). Tempering technostress. IEEE Technology and Society Magazine, 18(1), 28-42.
  • Florkowski, G. W. (2019). HR technologies and HR-staff technostress: An unavoidable or combatable effect?. Employee Relations: The International Journal, 41(5), 1120-1144.
  • Förster, J., Higgins, E. T., & Bianco, A. T. (2003). Speed/accuracy decisions in task performance: Built-in trade-off or separate strategic concerns?. Organizational Behavior and Human Decision Processes, 90(1), 148-164.
  • Friedman, R. S., & Förster, J. (2001). The effects of promotion and prevention cues on creativity. Journal of Personality and Social Psychology, 81(6), 1001-1013.
  • Gaines, J., & Jermier, J. M. (1983). Emotional exhaustion in a high stress organization. Academy of Management Journal, 26(4), 567-586.
  • Giebelhausen, M., Robinson, S. G., Sirianni, N. J., & Brady, M. K. (2014). Touch versus tech: When technology functions as a barrier or a benefit to service encounters. Journal of Marketing, 78(4), 113-124.
  • Greenhalgh, L., & Rosenblatt, Z. (1984). Job insecurity: Toward conceptual clarity. Academy of Management Review, 9(3), 438-448.
  • Guenzi, P., & Nijssen, E. J. (2021). The impact of digital transformation on salespeople: An empirical investigation using the JD-R model. Journal of Personal Selling & Sales Management, 41(2), 130-149.
  • Halbesleben, J. R. B. (2006). Sources of social support and burnout: A meta-analytic test of the conservation of resources model. Journal of Applied Psychology, 91(5), 1134-1145.
  • Higgins, E. T. (1998). Promotion and prevention: Regulatory focus as a motivational principle. Advances in Experimental Social Psychology, 30, 1-46.
  • Higgins, E. T. (2000). Making a good decision: Value from fit. American Psychologist, 55(11), 1217-1230.
  • Higgins, T., & Tykocinski, O. (1992). Seff-discrepancies and biographical memory: Personality and cognition at the level of psychological situation. Personality and Social Psychology Bulletin, 18(5), 527-535.
  • Janssen, O., Lam, C. K., & Huang, X. (2010). Emotional exhaustion and job performance: The moderating roles of distributive justice and positive affect. Journal of Organizational Behavior, 31(6), 787-809.
  • Johnson, R. E., Chang, C. H., & Yang, L. Q. (2010). Commitment and motivation at work: The relevance of employee identity and regulatory focus. Academy of Management Review, 35(2), 226-245.
  • Karasek, R. A., Triantis, K. P., & Chaudhry, S. S. (1982). Coworker and supervisor support as moderators of associations between task characteristic and mental strain. Journal of Occupational Behavior, 3(2), 181-200.
  • Kark, R., & Van Dijk, D. (2007). Motivation to lead, motivation to follow: The role of the self-regulatory focus in leadership processes. Academy of Management Review, 32(2), 500-528.
  • Katsikeas, C. S., Auh, S., Spyropoulou, S., & Menguc, B. (2018). Unpacking the relationship between sales control and salesperson performance: A regulatory fit perspective. Journal of Marketing, 82(3), 45-69.
  • Kim, D. G., & Lee, C. W. (2021). Exploring the roles of self-efficacy and technical support in the relationship between techno-stress and counter-productivity. Sustainability, 13(8), 4349-4368.
  • Konrad, A. (2013). Applebee’s will install 100,000 intel-backed tablets next year in record rollout, Forbes. www.forbes.com/sites/alexkonrad/2013/12/03/applebees-intel-tablet-rollout/ (Accessed Date: 21 August 2023).
  • Lam, C. K., Huang, X., & Janssen, O. (2010). Contextualizing emotional exhaustion and positive emotional display: The signaling effects of supervisors’ emotional exhaustion and service climate. Journal of Applied Psychology, 95(2), 368-376.
  • Lanaj, K., Chang, C. H., & Johnson, R. E. (2012). Regulatory focus and work-related outcomes: A review and meta-analysis. Psychological Bulletin, 138(5), 998-1034.
  • Lazarus, R. S., & Folkman, S. (1984). Stress, appraisal, and coping. Springer.
  • Lee, R. T., & Ashforth, B. E. (1993). A further examination of managerial burnout: Toward an integrated model. Journal of Organizational Behavior, 14(1), 3-20.
  • Lee, R. T., & Ashforth, B. E. (1996). A meta-analytic examination of the correlates of the three dimensions of job burnout. Journal of Applied Psychology, 81(2), 123-133.
  • Li, L., & Wang, X. (2021). Technostress inhibitors and creators and their impacts on university teachers’ work performance in higher education. Cognition, Technology & Work, 23, 315-330.
  • Lussier, B., Hartmann, N. N., & Bolander, W. (2019). Curbing the undesirable effects of emotional exhaustion on ethical behaviors and performance: A salesperson–manager dyadic approach. Journal of Business Ethics, 169, 747-766.
  • Ma, J., Ollier-Malaterre, A., & Lu, C. Q. (2021). The impact of techno-stressors on work–life balance: The moderation of job self-efficacy and the mediation of emotional exhaustion. Computers in Human Behavior, 122, 106811.
  • Maslach, C., & Jackson, S. E. (1981). The measurement of experienced burnout. Journal of Organizational Behavior, 2(2), 99-113.
  • Maslach, C., & Leiter, M. P. (2017). Understanding burnout: New models. In C. L. Cooper, & J. C. Quick (Eds.), The handbook of stress and health: A guide to research and practice (pp. 36-56). John Wiley & Sons.
  • Menguc, B., Auh, S., & Wang, F. (2020). Customer participation variation and its impact on customer service performance: Underlying process and boundary conditions. Journal of Service Research, 23(3), 299-320.
  • Menguc, B., Auh, S., Yeniaras, V., & Katsikeas, C. S. (2017). The role of climate: Implications for service employee engagement and customer service performance. Journal of the Academy of Marketing Science, 45, 428-451.
  • Nicas, J., & Michaels, D. (2012). The self-service airport. The Wall Street Journal, https://www.wsj.com/articles/SB10000872396390443545504577567501420272414 (Accessed Date: 23 April 2014).
  • Pflügner, K., Maier, C., & Weitzel, T. (2021). The direct and indirect influence of mindfulness on techno-stressors and job burnout: A quantitative study of white-collar workers. Computers in Human Behavior, 115, 106566.
  • Pullins, E., Tarafdar, M., & Pham, P. (2020). The dark side of sales technologies: How technostress affects sales professionals. Journal of Organizational Effectiveness: People and Performance, 7(3), 297-320.
  • Ragu-Nathan, T. S., Tarafdar, M., Ragu-Nathan, B. S., & Tu, Q. (2008). The consequences of technostress for end users in organizations: Conceptual development and empirical validation. Information Systems Research, 19(4), 417-433.
  • Salancik, G. R., & Pfeffer, J. (1978). A social information processing approach to job attitudes and task design. Administrative Science Quarterly, 23(2), 224-253.
  • Salanova, M., Agut, S., & Peiró, J. M. (2005). Linking organizational resources and work engagement to employee performance and customer loyalty: The mediation of service climate. Journal of Applied Psychology, 90(6), 1217-1227.
  • Satpathy, S., Patel, G., & Kumar, K. (2021). Identifying and ranking techno-stressors among IT employees due to work from home arrangement during Covid-19 pandemic. Decision, 48(4), 391-402.
  • Schneider, B., & Bowen, D. E. (1993). The service organization: Human resources management is crucial. Organizational Dynamics, 21(4), 39-52.
  • Schneider, B., White, S. S., & Paul, M. C. (1998). Linking service climate and customer perceptions of service quality: Test of a causal model. Journal of Applied Psychology, 83(2), 150-163.
  • Sessions, H., Nahrgang, J. D., Newton, D. W., & Chamberlin, M. (2020). I’m tired of listening: The effects of supervisor appraisals of group voice on supervisor emotional exhaustion and performance. Journal of Applied Psychology, 105(6), 619-636.
  • Shen, B., & Kuang, Y. (2022). Assessing the relationship between technostress and knowledge hiding—a moderated mediation model. Data and Information Management, 6(1), 100002.
  • Shepherd, W. J., Ployhart, R. E., & Kautz, J. (2020). The neglected role of collective customer perceptions in shaping collective employee satisfaction, service climate, voluntary turnover, and involuntary turnover: A cautionary note. Journal of Applied Psychology, 105(11), 1327–1337.
  • Shirom, A. (1989). Burnout in work organizations. In C. L. Cooper, & I. Robertson (Eds.), International review of industrial and organizational psychology (pp. 25-48). Wiley.
  • Silbiger, A., Berger, R., Barnes, B. R., & WS Renwick, D. (2017). Improving expatriation success: The roles of regulatory focus and burnout. British Journal of Management, 28(2), 231-247.
  • Soenen, G., Eib, C., & Torrès, O. (2019). The cost of injustice: Overall justice, emotional exhaustion, and performance among entrepreneurs: do founders fare better?. Small Business Economics, 53(2), 355-368.
  • Srivastava, S. C., Chandra, S., & Shirish, A. (2015). Technostress creators and job outcomes: Theorising the moderating influence of personality traits. Information Systems Journal, 25(4), 355-401.
  • Stewart, S. M., Bing, M. N., Davison, H. K., Woehr, D. J., & McIntyre, M. D. (2009). In the eyes of the beholder: A non-self-report measure of workplace deviance. Journal of Applied Psychology, 94(1), 207-215.
  • Subramony, M., Ehrhart, K., Groth, M., Holtom, B. C., van Jaarsveld, D. D., Yagil, D., Darabi, T., Walker, D., Bowen, D. E., Fisk, R. P., Grönroos, C., & Wirtz, J. (2017). Accelerating employee-related scholarship in service management. Journal of Service Management, 28(5), 837-865.
  • Tarafdar, M., Bolman Pullins, E., & Ragu-Nathan, T. S. (2014). Examining impacts of technostress on the professional salesperson's behavioural performance. Journal of Personal Selling & Sales Management, 34(1), 51-69.
  • Tarafdar, M., Cooper, C. L., & Stich, J. F. (2019). The technostress trifecta‐techno eustress, techno distress and design: Theoretical directions and an agenda for research. Information Systems Journal, 29(1), 6-42.
  • Tarafdar, M., Pirkkalainen, H., Salo, M., & Makkonen, M. (2020). Taking on the “dark side”––coping with technostress. IT Professional, 22(6), 82-89.
  • Tarafdar, M., Pullins, E. B., & Ragu‐Nathan, T. S. (2015). Technostress: Negative effect on performance and possible mitigations. Information Systems Journal, 25(2), 103-132.
  • Tarafdar, M., Tu, Q., & Ragu-Nathan, T. S. (2010). Impact of technostress on end-user satisfaction and performance. Journal of Management Information Systems, 27(3), 303-334.
  • Tarafdar, M., Tu, Q., Ragu-Nathan, B. S., & Ragu-Nathan, T. S. (2007). The impact of technostress on role stress and productivity. Journal of Management Information Systems, 24(1), 301-328.
  • Taser, D., Aydin, E., Torgaloz, A. O., & Rofcanin, Y. (2022). An examination of remote e-working and flow experience: The role of technostress and loneliness. Computers in Human Behavior, 127, 107020.
  • Tuan, L. T. (2022). Employee mindfulness and proactive coping for technostress in the COVID-19 outbreak: The roles of regulatory foci, technostress, and job insecurity. Computers in Human Behavior, 129, 107148.
  • Turel, O., & Gaudioso, F. (2018). Techno-stressors, distress and strain: The roles of leadership and competitive climates. Cognition, Technology & Work, 20(2), 309-324.
  • Vredenburg, J., & Bell, S. (2016), Dealing with variability in professional services-the role of scripting versus improvisation. In Campbell, C., & Ma, J. (Eds.) looking forward, looking back: Drawing on the past to shape the future of marketing. Developments in marketing science: Proceedings of the academy of marketing science (pp. 408-409). Springer.
  • Wallace, C., & Chen, G. (2006). A multilevel integration of personality, climate, self‐regulation, and performance. Personnel Psychology, 59(3), 529-557.
  • Wallace, J. C., Johnson, P. D., & Frazier, M. L. (2009). An examination of the factorial, construct, and predictive validity and utility of the regulatory focus at work scale. Journal of Organizational Behavior, 30(6), 805-831.
  • Wallace, J. C., Little, L. M., Hill, A. D., & Ridge, J. W. (2010). CEO regulatory foci, environmental dynamism, and small firm performance. Journal of Small Business Management, 48(4), 580-604.
  • Wang, K., Shu, Q., & Tu, Q. (2008). Technostress under different organizational environments: An empirical investigation. Computers in Human Behavior, 24(6), 3002-3013.
  • World Health Organization. (2005). Facing the challenges, building solutions. In WHO European Ministerial Conference on Mental Health, Helsinki, Finland, January 12-15.
  • Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of job performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486.
  • Yeniaras, V., & Gölgeci, I. (2023). When does boundary-spanner burnout connect participation and customer relationship performance? The role of the firm's network centrality and network density. Industrial Marketing Management, 112, 1-13.
  • Yeniaras, V., & Kaya, I. (2022). Customer prioritization, product complexity and business ties: Implications for job stress and customer service performance. Journal of Business & Industrial Marketing, 37(2), 417-432.
  • Zhao, X., Xia, Q., & Huang, W. (2020). Impact of technostress on productivity from the theoretical perspective of appraisal and coping processes. Information & Management, 57(8), 103265.
  • Zoltners, A. A., & Sinha, P. (2005). The 2004 ISMS practice prize winner—sales territory design: Thirty years of modeling and implementation. Marketing Science, 24(3), 313-331.
There are 93 citations in total.

Details

Primary Language English
Subjects Marketing Management
Journal Section Conceptual Articles
Authors

Volkan Yeniaras 0000-0002-1055-1098

Neşenur Altıniğne 0000-0002-9824-1763

Publication Date September 30, 2023
Submission Date June 14, 2023
Published in Issue Year 2023

Cite

APA Yeniaras, V., & Altıniğne, N. (2023). Techno-Insecurity, Emotional Exhaustion and Job Performance: A Recommended Theoretical Framework. Sosyal Mucit Academic Review, 4(3), 410-433. https://doi.org/10.54733/smar.1314699