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Drawing on the social identity theory, this paper explores the impact of rider–driver ethnicity match on the driver’s expected ride satisfaction and willingness to perform, and rider’s trust on the driver.

The study relies on scenario-based online experiments with 291 ride-hailing drivers and 282 riders in the USA.

The findings indicate that ethnicity match between ride-hailing drivers and riders positively impact driver’s ride satisfaction and willingness to perform, and rider’s trust in the driver. The study also revealed a significant positive moderation effect of ethnic identity on the relationship of ethnicity match and those constructs.

While it may be challenging to influence an individual’s level of ethnic identity, managers can take steps to educate and train their employees regarding the impact of ethnic identity and discrimination, with a particular focus on those individuals who possess a strong sense of ethnic identity.

The findings of this research provide theoretical contributions to the existing literature on ride-hailing services and adds to the limited stream of logistics research that examines the impact of ethnicity on ride-hailing operations.

The pandemic has severely affected sharing economy businesses specially ride-hailing services due to high levels of human-touch points. This research investigates the impact of COVID-19 infodemic, identification, and emotional support on intention to use ride-hailing. The authors further examine the moderating effects of internalization, compliance, social currency and informational support in the proposed conceptual model.

The data were collected from 412 respondents from Delhi in India, and hypothesized relationships were tested using hierarchical regression.

The results indicate that COVID-19 infodemic has a negative association with intention to use ride-hailing. Identification and emotional support show a positive association with intention to use ride-hailing. The results also support internalization and compliance as moderators between infodemic, identification and intention to use ride-hailing. Further, social currency and information support moderate the relationship between emotional support and intention to use.

This is the first research, which adds to the expanding literature on ride-hailing, especially during the post-pandemic period of “new normal”.

Underpinned by the legitimacy perspective, this study explores how ride-hailing services are legitimized through resource exchange among the industry players. The authors explore the types of legitimacy involved in the legitimation process. The authors also examine the political games being played by the actors to attain legitimacy.

This qualitative study involves thirty-one stakeholders/interviewees from emerging Asia. The interview data are supported by online documents and observations.

Thematic analysis shows that the industry players collaborate to achieve political, market, alliance, social, and investment legitimacy. The collaborations also legitimize industry players' existence through an eclectic mix of the numerous stakeholders' actions. This study shows how Dacin's proposed four types of legitimacy are coexisting and interconnected. It also highlights the neglected political legitimacy.

The findings guide the policymakers and ride-hailing operators experiencing competing requests to legitimize sustainable ride-hailing service development in urban cities.

The proliferation of ride-hailing businesses brings significant considerations for improving the driver's operational performance. Informed by the literature on sharing economy, general deterrence theory and protection motivation theory this research investigates the behavioral factors impacting ride-hailing drivers' operational performance.

The authors empirically test the antecedents impacting a ride-hailing driver's operational performance using an online survey dataset comprising 513 ride-hailing drivers working for Uber and Lyft in the United States.

Ride-hailing drivers' intention to comply with the ride-hailing company guidelines results in better operational performance for the driver. Moreover, drivers believe that ride-hailing companies have effective penalties to deter drivers from violating company guidelines. However, drivers also believe that the chances of being caught while ignoring the company guidelines are low.

The results of this research support the decision-making processes of ride-hailing company managers and offer insights on how managers can enhance the operational performance of their drivers.

This study provides unique contributions to emerging research at the intersection of peer-to-peer asset sharing, behavioral studies and technology management. This research is one of the first to explore the role of behavioral factors such as coping mechanisms on the operational performance of sharing economy workers.

The purpose of this paper is to investigate the enabling factors and the customers’ acceptance of ride-hailing in Indonesia.

The authors adopt some constructs from the unified theory of acceptance and use of technology (UTAUT) 2 as the framework for the study to derive factors that influence the acceptance of ride-hailing in Indonesia. Samples through a convenience sampling method were collected from an online survey and were transformed into data through coding and subsequently processed using SPSS for descriptive analysis, reliability test, correlation and multiple regression analysis for hypothesis testing.

Ride-hailing started in 2015 in Indonesia. Five enabling factors make digital ride-hailing possible, the internet, smartphone, broadband wireless network, digital map and global positioning system. The authors found that performance expectancy, social influence and habit positively influence customers to accept ride-hailing in Indonesia.

Although this research has a small sample, it is still relevant to understand people’s acceptance to the ride-hailing platform. As a ride-hailing platform is now transformed to a multisided markets platform, adoption studies or other studies on each market to cover the whole picture of the platform influence to the society, and its contribution to the national economy will be very interesting. The authors’ future research will cover various services covered by ride-hailing companies.

This study proposes and argues that four main enabling factors make digital ride-hailing a viable business. The study contributes to three significant factors that influence the acceptance of ride-hailing in Indonesia.

This research aims to examine the relationship of personal innovativeness, perceived value (consisting of perceived utilitarian and hedonic value) and continuance intention in the context of ride-hailing apps and to investigate consumer behaviour differences between metro and non-metro consumers.

The survey sample included 402 consumers of popular ride-hailing apps in Indonesia to test the research framework. Then, PLS-SEM-based software was utilised to examine the hypothesised relationship.

The findings indicate that the effect of personal innovativeness on continuance intention in using ride-hailing apps will operate through the full mediation role of perceived hedonic and utilitarian value, respectively. The findings also show that there are consumer behaviour differences between metro and non-metro consumers, in which the cognitive belief of consumers in the metro areas regarding the usage of ride-hailing apps is more related to hedonic value.

The variety of respondent demographic profiles in this research is limited in that most of the research respondents are students. In such a case, the study may face the issue of generalisation.

This research generates an extended idea of the information technology continuance model by validating the important role of perceived hedonic and utilitarian value as an integral part of the model and strengthens the insights that Indonesia has consumer behaviour differences regarding technology-based services, particularly ride-hailing apps, between metro and non-metro consumers.

This study aims to examine the differential impact of ride-hailing services (RHS) on private and commercial vehicle ownership from five metropolitan cities in India.

Using vehicle ownership data from five metropolitan cities over period 1991 to 2020, a panel corrected standard errors model was estimated to model the association between RHS and vehicle ownership.

The results indicate that advent of RHS has led to a significant reduction in private vehicle ownership rates and a corresponding increase in addition of intermediate public transport. The net effects of RHS on road congestion and pollution levels need to be studied in detail.

The findings of this study can potentially assist policymakers and mobility planners in efforts to decarbonise and decongest urban transport.

This study sets precedence in analysing the impact of RHS on private and commercial vehicle independently. Further, to the best of the author’s knowledge, this is the first study to examine this association for the city of Delhi and Kolkata.

This study aims to examine the role of mindfulness in promoting customers’ purchase intentions, especially with the mediation effects of perceived ease of use and perceived usefulness toward online ride-hailing services. As such, several recommendations for ride-hailing service providers and researchers are suggested for better implementation in a practical and theoretical context.

The data collection process is carried out online during the period of February 2022 to March 2022, with a sample of 237 respondents being analyzed by the covariance-based structural equation modeling approach.

First of all, mindfulness had a direct influence on perceived ease of use and perceived usefulness, as well as an indirect influence on purchase intention through the mediation role of perceived usefulness. Besides, perceived usefulness is found to have a positive influence on the customer’s purchase intention, while perceived ease of use positively affects both perceived usefulness and intention.

This study just ends with customers’ intentions to adopt ride-hailing services; nevertheless, the actual behavior has not been examined. Further research might consider actual usage as a dependent factor when investigating the topic of ride-hailing services.

This study is notably different from the existing literature by filling the literature gap on the role of mindfulness in promoting customers’ purchase intentions toward ride-hailing services.

Este estudio tiene como objetivo examinar el papel del mindfulness en la promoción de las intenciones de compra de los clientes, especialmente con los efectos de mediación de la facilidad de uso percibida y la utilidad percibida hacia los servicios de transporte en línea. De este modo, se sugieren varias recomendaciones para los proveedores de servicios de transporte en coche y los investigadores para una mejor aplicación en un contexto práctico y teórico.

El proceso de recopilación de datos se lleva a cabo en línea durante el período de febrero de 2022 a marzo de 2022, con una muestra de 237 encuestados que se analizan mediante el enfoque CB-SEM.

En primer lugar, mindfulness tuvo una influencia directa sobre la facilidad de uso percibida y la utilidad percibida, así como una influencia indirecta sobre la intención de compra a través del papel de mediación de la utilidad percibida. Además, se observa que la utilidad percibida influye positivamente en la intención de compra del cliente, mientras que la facilidad de uso percibida afecta positivamente tanto a la utilidad percibida como a la intención.

Este estudio se limita a analizar la intención de los clientes de adoptar los servicios de transporte rápido; sin embargo, no se ha examinado el comportamiento real. En futuras investigaciones se podría considerar el uso real como un factor dependiente a la hora de investigar el tema de los servicios de transporte rápido.

Este estudio es notablemente diferente de la literatura existente al llenar el vacío bibliográfico sobre el papel de mindfulness en la promoción de las intenciones de compra de los clientes hacia los servicios de ride-hailing.

本研究旨在探讨 “正念 “在促进顾客购买意向方面的作用, 尤其是在感知易用性和感知有用性对在线叫车服务的中介效应方面。因此, 本研究为叫车服务提供商和研究人员提出了若干建议, 以便在实践和理论背景下更好地实施这些建议。

数据收集过程于 2022 年 2 月至 2022 年 3 月期间在线进行, 采用 CB-SEM 方法对 237 个受访者样本进行分析。

首先, 正念对感知易用性和感知有用性有直接影响, 并通过感知有用性的中介作用对购买意向产生间接影响。此外, 还发现感知有用性对顾客的购买意向有积极影响, 而感知易用性对感知有用性和购买意向都有积极影响。

本研究仅对顾客采用打车服务的意向进行了分析, 但并未对实际行为进行研究。在研究叫车服务时, 进一步的研究可能会将实际使用情况作为一个因果因素。

独创性 本研究填补了关于正念在促进顾客乘车服务购买意向方面作用的文献空白, 与现有文献有明显不同。

Despite the perceived role of customer value in post-adoption behaviour in the context of ride-hailing apps such as Uber, there has been limited research on the subject. This paper seeks to enrich the understanding of the relationships between customer perceived value, particularly hedonic value and economic value, customer satisfaction and continued use intentions of ride-hailing apps.

This analysis is based on field data collected from 567 users of ride-hailing apps in Ghana. Data collected from the survey were analysed using the partial least square (PLS) approach to structural equation modelling (SEM).

The paper provides evidence that hedonic value, as well as economic value, positively predicts customer satisfaction and continued use intentions of ride-hailing apps. Further analysis reveals customer satisfaction directly predicts continued use intentions in addition to partially mediating the influence of customer perceived value on continued use intentions of ride-hailing apps. Finally, the findings suggest that hedonic value has a stronger impact on continued use intentions than economic value, while economic value has a greater impact on satisfaction than hedonic value.

The study contributes to post-adoption behaviour research by providing evidence on the relationships among the study constructs in a developing country context. Overall, the findings will stimulate future empirical debates on the subject and guide practitioners in decision-making concerning customers' usage of ride-hailing apps.

Marketing literature has made little progress on the connection between service quality and customer citizenship advocacy, helping and feedback sub-dimensions that may promote competitiveness. It is also unclear to what extent service quality may serve as an underlying motivation for explaining the relationship between affective commitment (a primary antecedent of customer citizenship) and the selected sub-dimensions. Consequently, the aim of the current research is to develop a customer citizenship behaviour model and address these matters in a peer-to-peer service context.

Survey data were collected from 610 customers of a ride-hailing peer-to-peer service brand. Data analysis included structural equation modelling and bootstrapping.

Affective commitment influences service quality. Service quality motivates customer citizenship behaviours directed towards the ride-hailing brand (feedback) and other customers (advocacy and helping). Service quality provides an indirect path for connecting affective commitment with the customer citizenship behaviours in varying degrees.

This study is the first to verify the relevance of all three customer citizenship behaviours in a single model as influenced by service quality. The current research is further a step forward in understanding the mediating role of service quality and its potential to ensure customers' feelings of attachment towards the brand are translated in citizenship actions. The findings are noteworthy, considering the varying service levels generally experienced in a peer-to-peer service environment. Peer-to-peer service brands may fall back on their emotional connection with customers to influence service judgements and ultimately benefit from customer citizenship behaviours.