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Journals / Sosyal Mucit Academic Review / 2023 / Cilt: 4 Sayı: 3

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

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

Volkan YENİARAS
Neşenur ALTINİĞNE
Pages
410–433
Publication Date
2023-09-30
DOI
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AI Summary & Key Takeaways

AI Insight
⚡ TL;DR(Too Long; Didn't Read)

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.

📌 3 Key Takeaways

🎯
Objective & Hypothesis:Firms become increasingly dependent on information and communication technologies.
📊
Key Findings & Data: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.
💡
Conclusion & Impact: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.
🔬Design:Research Article
📍Scope:Comprehensive Sample
⚙️Variables:tekno-iş kaygısı · duygusal tükenmişlik · müşteri odaklılığı

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.

Özet

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.

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Cite This Article

YENİARAS, V., ALTINİĞNE, N. (2023). Techno-Insecurity, Emotional Exhaustion and Job Performance: A Recommended Theoretical Framework. Sosyal Mucit Academic Review, Cilt: 4 Sayı: 3, 410–433. https://ajindex.com/articles/963284

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