IDEAS home Printed from https://ideas.repec.org/a/rbs/ijbrss/v9y2020i7p53-65.html
   My bibliography  Save this article

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

Author

Listed:
  • Rana S. Roshdy

    (School of Management, Huazhong University of Science and Technology, China)

  • Zhou Erhua

    (School of Management, Huazhong University of Science and Technology, China)

Abstract

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. Key Words: Labor process theory, service dominate logic, algorithmic management, customer dysfunctional behavior, customer empowerment and perceived justice

Suggested Citation

  • Rana S. Roshdy & Zhou Erhua, 2020. "Perceived value of ride-hailing providers:The role of algorithmic management, customer dysfunctional behavior and perceived injustice," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 9(7), pages 53-65, December.
    • Handle: RePEc:rbs:ijbrss:v:9:y:2020:i:7:p:53-65
    DOI: 10.20525/ijrbs.v9i7.960
    as

    Download full text from publisher

    File URL: https://www.ssbfnet.com/ojs/index.php/ijrbs/article/view/960/749
    Download Restriction: no
    File URL: https://doi.org/10.20525/ijrbs.v9i7.960
    Download Restriction: no
    File URL: https://libkey.io/10.20525/ijrbs.v9i7.960?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Paul Thompson & Diane van den Broek, 2010. "Managerial control and workplace regimes: an introduction," Work, Employment & Society, British Sociological Association, vol. 24(3), pages 1-12, September.
    2. Beibei Dong & K. Sivakumar, 2017. "Customer participation in services: domain, scope, and boundaries," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 944-965, November.
    3. Wolfgang Ulaga, 2003. "Capturing value creation in business relationships: A customer perspective," Post-Print hal-00484963, HAL.
    4. Davide Proserpio & Wendy Xu & Georgios Zervas, 2018. "You get what you give: theory and evidence of reciprocity in the sharing economy," Quantitative Marketing and Economics (QME), Springer, vol. 16(4), pages 371-407, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Xiaotian Li, 2023. "Managerial Technique and Worker Subjectivity in Dialogue: Understanding Overwork in China’s Internet Industry," Work, Employment & Society, British Sociological Association, vol. 37(6), pages 1699-1716, December.
    2. Lionel Nicod & Sylvie Llosa & David Bowen, 2020. "Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume," Post-Print hal-02490363, HAL.
    3. Seán Ó Riain & Amy Erbe Healy, 2024. "Workplace regimes in Western Europe, 1995–2015: Implications for intensification, intrusion, income and insecurity," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 45(2), pages 415-446, May.
    4. Hirmer, Stephanie & Cruickshank, Heather, 2014. "The user-value of rural electrification: An analysis and adoption of existing models and theories," Renewable and Sustainable Energy Reviews, Elsevier, vol. 34(C), pages 145-154.
    5. Acerbi, Alberto & Sacco, Pier Luigi, 2021. "The self-control vs. self-indulgence dilemma: A culturomic analysis of 20th century trends," OSF Preprints xgqt5_v1, Center for Open Science.
    6. Severin Oesterle & Arne Buchwald & Nils Urbach, 2022. "Investigating the co-creation of IT consulting service value: empirical findings of a matched pair analysis," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(2), pages 571-597, June.
    7. Krzysztof Borodako & Jadwiga Berbeka & Michał Rudnicki, 2021. "Innovation Orientation in Business Services," Books, Edward Elgar Publishing, number 19897.
    8. Yu Zhang & Bingjia Shao, 2019. "The Effectiveness of Customer Participation and Affective Misforecasting in Online Post-Recovery Satisfaction," Sustainability, MDPI, vol. 11(24), pages 1-22, December.
    9. Elena Baglioni, 2022. "The Making of Cheap Labour across Production and Reproduction: Control and Resistance in the Senegalese Horticultural Value Chain," Work, Employment & Society, British Sociological Association, vol. 36(3), pages 445-464, June.
    10. Pereira, Vijay & Laker, Benjamin & Bamel, Umesh & Sharma, Gagan Deep & Paul, Happy, 2024. "Customer engagement strategies within family businesses in emerging economies: A multi-method study," Journal of Business Research, Elsevier, vol. 174(C).
    11. Alex Veen & Tom Barratt & Caleb Goods, 2020. "Platform-Capital’s ‘App-etite’ for Control: A Labour Process Analysis of Food-Delivery Work in Australia," Work, Employment & Society, British Sociological Association, vol. 34(3), pages 388-406, June.
    12. Linda D. Hollebeek & Moira K. Clark & Wafa Hammedi & René Arvola, 2021. "Cocreated brand value: theoretical model and propositions," Journal of Brand Management, Palgrave Macmillan, vol. 28(4), pages 413-428, July.
    13. Laith Salman Alrubaiee & Sami Aladwan & Mahmoud Hussein Abu Joma & Wael Mohamed Idris & Saja Khater, 2017. "Relationship between Corporate Social Responsibility and Marketing Performance: The Mediating Effect of Customer Value and Corporate Image," International Business Research, Canadian Center of Science and Education, vol. 10(2), pages 104-123, February.
    14. Michael K. Brady & Todd Arnold, 2017. "Organizational service strategy," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 785-788, November.
    15. Starr, Richard G. & Zhu, Andrew Q. & Frethey-Bentham, Catherine & Brodie, Roderick J., 2020. "Peer-to-peer interactions in the sharing economy: Exploring the role of reciprocity within a Chinese social network," Australasian marketing journal, Elsevier, vol. 28(3), pages 67-80.
    16. Komulainen, Hanna & Mainela, Tuija & Tähtinen, Jaana, 2013. "Customer's potential value: The role of learning," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 6(1), pages 1-21.
    17. Arianna Tassinari & Vincenzo Maccarrone, 2020. "Riders on the Storm: Workplace Solidarity among Gig Economy Couriers in Italy and the UK," Work, Employment & Society, British Sociological Association, vol. 34(1), pages 35-54, February.
    18. Cassandra France & Debra Grace & Joseph Lo Iacono & Joan Carlini, 0. "Exploring the interplay between customer perceived brand value and customer brand co-creation behaviour dimensions," Journal of Brand Management, Palgrave Macmillan, vol. 0, pages 1-15.
    19. Hald, Kim Sundtoft & Mouritsen, Jan, 2018. "The evolution of performance measurement systems in a supply chain: A longitudinal case study on the role of interorganisational factors," International Journal of Production Economics, Elsevier, vol. 205(C), pages 256-271.
    20. Yunke Mai & Bin Hu & Saša Pekeč, 2023. "Courteous or Crude? Managing User Conduct to Improve On-Demand Service Platform Performance," Management Science, INFORMS, vol. 69(2), pages 996-1016, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:rbs:ijbrss:v:9:y:2020:i:7:p:53-65. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Umit Hacioglu (email available below). General contact details of provider: https://edirc.repec.org/data/ssbffea.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.