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.
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