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Injustice Provokes Psychological Resources Loss: A Dual-Pathway Model of App-worker Reactions to Customers’ Injustice

Author

Listed:
  • Zhipeng Zhang

    (China University of Labor Relations)

  • Runna Wang

    (Beijing Institute of Fashion Technology)

  • Lu Shang

    (Tsinghua University)

  • Kui Yin

    (University of Science and Technology Beijing)

  • Guangjian Liu

    (Shandong University)

  • Xianxian Gui

    (Beijing Normal University)

Abstract

In the expanding field of the gig economy, the interactions between app-workers and customers have become focal areas of academic investigation. Drawing from the conservation of resources (COR) theory, we propose and test a moderated dual mediation model to examine the impact of customer injustice on app-workers’ work outcomes, including withdrawal behaviors and service performance. Employing a mixed-method approach comprising two multi-wave, multisource field studies and an online scenario experiment, our findings provide support for the following hypotheses: customer injustice fosters withdrawal behaviors and undermines service performance by inducing app-workers to experience increased emotional exhaustion and reduced service-oriented self-efficacy. Nevertheless, the impacts of these associations are weakened when app-workers engage more frequently in online community support seeking behaviors. Theoretical implications and practical applications of our findings are discussed in the context of the burgeoning gig economy.

Suggested Citation

  • Zhipeng Zhang & Runna Wang & Lu Shang & Kui Yin & Guangjian Liu & Xianxian Gui, 2025. "Injustice Provokes Psychological Resources Loss: A Dual-Pathway Model of App-worker Reactions to Customers’ Injustice," Journal of Business Ethics, Springer, vol. 197(4), pages 713-738, April.
    • Handle: RePEc:kap:jbuset:v:197:y:2025:i:4:d:10.1007_s10551-024-05713-z
    DOI: 10.1007/s10551-024-05713-z
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