Injustice provokes psychological resources loss: a dual-pathway model of app-worker reactions to customers' injustice
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 o...
| Auteurs: | ; ; ; ; ; |
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| Type de support: | Électronique Article |
| Langue: | Anglais |
| Vérifier la disponibilité: | HBZ Gateway |
| Interlibrary Loan: | Interlibrary Loan for the Fachinformationsdienste (Specialized Information Services in Germany) |
| Publié: |
2025
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| Dans: |
Journal of business ethics
Année: 2025, Volume: 197, Numéro: 4, Pages: 713-738 |
| Sujets non-standardisés: | B
Customer injustice
B Emotional Exhaustion B Withdrawal behaviors B Online community support seeking B Aufsatz in Zeitschrift B App-workers B Service-oriented self-efficacy B Service performance |
| Accès en ligne: |
Volltext (lizenzpflichtig) Volltext (lizenzpflichtig) |
| Résumé: | 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. |
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| ISSN: | 1573-0697 |
| Contient: | Enthalten in: Journal of business ethics
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| Persistent identifiers: | DOI: 10.1007/s10551-024-05713-z |
