Effect of Management Commitment to Service Quality on Car-hailing Drivers’ Service Behaviors: The Case of GrabCar in Vietnam

IF 1.5 Q3 MANAGEMENT Organizacija Pub Date : 2021-05-01 DOI:10.2478/orga-2021-0009

Phuong Tran Huy, H. Phạm

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引用次数: 2

Abstract

Abstract Background and Purpose: Management Commitment to Service Quality (MSCQ) has been found to positively predict employee’s service quality and service behaviors in different service industries. In the context of sharing economy, the relationship between company and service providers is different from traditional employment relationship. For car-hailing service, drivers are mainly classified as contractors rather than employees. It is, therefore, necessary to understand whether MSCQ influences drivers’ service quality in a car-hailing context. Design/Methodology/Approach: Data were collected from 214 GrabCar drivers in Vietnam using online and offline survey. Partial Least Squares Structural Equation Modeling (PLS-SEM) was used for data analysis. Results: The findings suggest that three dimensions of MCSQ, namely reward system, technology support and organizational support exert significant direct impact on drivers’ service behaviors. In addition, job involvement plays an intermediary role in the relationship between MCSQ and service behaviors. Conclusion: This study expands previous research on MCSQ to the car-haling service and confirms the role of job involvement as an important mechanism to improve service quality provided by drivers. Due to the characteristics of the company-service providers’ relationship in the sharing economy, the mechanisms through which MCSQ influences providers’ service performance need to be investigated in further details.

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管理承诺对服务质量对约车司机服务行为的影响——以越南GrabCar为例

摘要背景和目的：服务质量管理承诺（MSCQ）已被发现能正向预测不同服务行业员工的服务质量和服务行为。在共享经济背景下，公司与服务提供者之间的关系不同于传统的雇佣关系。对于叫车服务，司机主要被归类为承包商，而不是雇员。因此，有必要了解MSCQ是否会在叫车环境中影响驾驶员的服务质量。设计/方法/方法：通过在线和离线调查，从越南214名GrabCar司机中收集数据。偏最小二乘结构方程建模（PLS-SEM）用于数据分析。结果：MCSQ的三个维度，即奖励体系、技术支持和组织支持，对驾驶员的服务行为有显著的直接影响。此外，工作参与在MCSQ与服务行为之间的关系中起着中介作用。结论：本研究将以往对MCSQ的研究扩展到汽车驾驶服务，并证实了工作参与作为提高驾驶员服务质量的重要机制的作用。由于共享经济中公司-服务提供者关系的特点，MCSQ影响提供者服务绩效的机制需要进一步深入研究。

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来源期刊

Organizacija MANAGEMENT-

CiteScore

3.50

自引率

15.80%

发文量

审稿时长

16 weeks

期刊介绍： Organizacija (Journal of Management, Information Systems and Human Resources) is an interdisciplinary peer reviewed journal that seeks both theoretical and practical papers devoted to managerial aspects of the subject matter indicated in the title. In particular the journal focuses on papers which cover state-of art developments in the subject area of the journal, its implementation and use in the organizational practice. Organizacija is covered by numerous Abstracting & Indexing services, including SCOPUS.