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

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.

Anahtar Kelimeler:

tekno-iş kaygısı, duygusal tükenmişlik, müşteri odaklılığı, tüketici hizmet performansı

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

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.

Keywords:

techno-insecurity, emotional exhaustion, customer orientation, customer service performance,

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