PurposeThis paper aims to create a better understanding of the challenges posed by work from home (WFH) during the ongoing COVID-19 pandemic, to investigate the public sentiment toward this transition, and to develop a conceptual model incorporating the relationships among the factors that influence the effectiveness of WFH.Design/methodology/approachThis paper uses netnography method to collect data from the Twitter platform and uses Python programming language, Natural Language Processing techniques and IBM SPSS 26 to conduct sentiment analysis and directed content analysis on the data. The findings are combined with an extensive review of the remote work literature to develop a conceptual model.FindingsResults show the majority of tweets about WFH during the pandemic are positive and objective with technology and cyber security as the most repeated topics in the tweets. New challenges to WFH during pandemic include future uncertainty, health concerns, home workspaces, self-isolation, lack of recreational activities and support mechanisms. In addition, exhaustion and technostress mediate the relationship between the antecedents and outcomes of WFH during the ongoing COVID-19 pandemic. Finally, the fear of pandemic and coping strategies moderates these relationships.Originality/valueThis paper is one of the first efforts to comprehensively investigate the challenges of WFH during a crisis and to extend the remote work literature by developing a conceptual model incorporating the moderating effects of fear of pandemic and coping strategies. Moreover, it is the first paper to investigate the tweeting behavior of different user types on Twitter who shared posts about WFH during the ongoing pandemic.

Purpose-This paper contributes to transformative service research by drawing on selfdetermination, elicitation of emotions framework, and feelings-as-information theories to explore how customer participation, task-related affective well-being, customer knowledge, task complexity, and service outcomes relate with each other. Design/methodology/approach-A synthesis of relevant literature on customer participation and customer well-being reveals a conceptual model with eleven testable propositions. Findings-The conceptual model shows that task-related affective well-being mediates the link between customer participation and service outcomes. Moreover, customer knowledge and task complexity moderate these links. Research limitations/implications-An empirically testable conceptual model models the roles of task-related affective well-being, customer knowledge and task complexity in the process by which customer participation influences service outcomes. Practical implications-Service managers can use the model to design services based on the effects of different types of customer participation on task-related affective well-being. Originality/value-This paper is one of the first to study the mediating role of task-related affective well-being in the relationship between customer participation and service outcomes. It does so by revealing the differential impact various types of participation have on service outcomes and the moderating role of customer knowledge and task complexity.

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