Perceived value of ride-hailing providers: The role of algorithmic management, customer dysfunctional behavior and perceived injustice

Despite providing service and consumption are two sides of the same coin of value co-creation in the gig economy, value as an outcome was only investigated from the customer point of view, not from the provider. This study aims to explore the impact of algorithmic management, customer dysfunctional...

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Bibliographic Details
Published inInternational Journal of Research in Business and Social Science Vol. 9; no. 7; pp. 53 - 65
Main Authors Roshdy, Rana S, Erhua, Zhou
Format Journal Article
LanguageEnglish
Published Istanbul Society for the Study of Business and Finance 01.01.2020
Subjects
Algorithms
Capitalism
Car pools
Collaboration
Consumption
Content analysis
Customer services
Employers
Empowerment
Gig economy
Injustice
Ride sharing services
Sharing economy
Workers
Egypt
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Summary:Despite providing service and consumption are two sides of the same coin of value co-creation in the gig economy, value as an outcome was only investigated from the customer point of view, not from the provider. This study aims to explore the impact of algorithmic management, customer dysfunctional behavior and perceived injustice on Uber and Careem drivers perceived value in Egypt. Qualitative interviews and content analysis were employed. Thematic analysis will be used for identifying, analyzing, and reporting patterns within data. Our findings define how drivers' perceived value is negatively influenced by algorithmic management, customer dysfunctional behavior, and perceived injustice. In order to increase drivers' perceived value, ride-hailing companies should not only put consideration on how to improve the control of algorithmic management and customer empowerment but also have to revise their policies and decisions to provide positive value to their drivers.
ISSN:2147-4478
DOI:10.20525/ijrbs.v9i7.960