Altıniğne, NeşenurYeniaras, Volkan2024-07-182024-07-1820232718-1081https://doi.org/10.54733/smar.1314699https://search.trdizin.gov.tr/yayin/detay/1198044https://hdl.handle.net/11411/5775Firms 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.eninfo:eu-repo/semantics/openAccessOther10.54733/smar.1314699433341011980444