20.500.12556/DKUM-96289 Effect of management commitment to service quality on car-hailing drivers’ service behaviors the case of GrabCar in Vietnam Vpliv zavezanosti vodstva k kakovosti storitev na vedenje voznikov pri storitvah vožnje primer GrabCar v Vietnamu 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. Ozadje in namen: Znano je, da zavezanost vodstva h kakovosti storitev (Management Commitment to Service Quality - MSCQ) pozitivno vpliva na kakovost storitev in ravnanje zaposlenih v različnih storitvenih panogah. V kontekstu ekonomije delitve se odnos med podjetjem in ponudniki storitev razlikuje od tradicionalnega delovnega razmerja. Pri storitvah vožnje so vozniki v glavnem izvajalci in ne kot zaposleni. Zato je treba razumeti, ali MSCQ vpliva na kakovost v kontekstu storitve vožnje. Metodologija: Anketirali smo 214 voznikov GrabCar v Vietnamu z uporabo spletne in klasične ankete. Za analizo podatkov je bilo uporabljeno modeliranje strukturnih enačb z delnimi najmanjšimi kvadrati (PLS-SEM). Rezultati: Ugotovitve kažejo, da tri razsežnosti MCSQ, in sicer sistem nagrajevanja, tehnološka podpora in organizacijska podpora, močno vplivajo na vedenje voznikov pri storitvah. Poleg tega ima zaposlitev posredni vpliv v razmerju med MCSQ in vedenjem voznikov. Zaključek: Ta študija razširja prejšnje raziskave o MCSQ na storitev vožnje in potrjuje vlogo zaposlitve kot pomembnega mehanizma za izboljšanje kakovosti storitev, ki jih zagotavljajo vozniki. Zaradi značilnosti odnosa med podjetjem in ponudniki storitev v ekonomiji delitve je treba podrobneje preučiti mehanizme s katerimi MCSQ vpliva na kvaliteto storitev ponudnikov. management upravljanje kakovosti cestni prevoz delitvena ekonomija sodelovalne platforme Vietnam true true true Angleški jezik Slovenski jezik Neznano 2025-12-16 08:43:29 2025-12-16 08:43:29 2025-12-17 03:14:49 0000-00-00 00:00:00 2021 0 0 str. 131-146 no. 2 Vol. 54 2021 0000-00-00 NiDoloceno NiDoloceno NiDoloceno 0000-00-00 0000-00-00 2021-01-01 005.6:656.1(597) 125638403 10.2478/orga-2021-0009 1318-5454 https://organizacija.fov.um.si/index.php/organizacija/article/view/684 1 eb5e6466-da52-11f0-8768-00155d580e02 https://dk.um.si/Dokument.php?lang=slv&id=201462 RAZ_Huy_Phuong_Tran_2021.pdf RAZ_Huy_Phuong_Tran_2021.pdf 1 A02C2D9A2A54DA9038B885F8562F5246 96f78ffd06412ac15ca56762f0801c7c57a44c47418ae4f5b3c052044602f8b8 1fe0ffda-da53-11f0-8768-00155d580e02 https://dk.um.si/Dokument.php?lang=slv&id=201463 Fakulteta za organizacijske vede Organizacija 0 0 0