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

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.

Keywords

• management commitment to service quality (mcsq)
• service behaviors
• job involvement
• car-hailing
• sharing economy
• vietnam