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

Year 2023, Volume: 4 Issue: 3, 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

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  • 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.
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  • Higgins, E. T. (2000). Making a good decision: Value from fit. American Psychologist, 55(11), 1217-1230.
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Tekno-Güvensizlik, Duygusal Tükenme ve İş Performansı: Kuramsal Bir Model Önerisi

Year 2023, Volume: 4 Issue: 3, 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.
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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 Volume: 4 Issue: 3

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