Purpose

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.

Design/methodology/approach

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

Findings

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.

Practical implications

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.

Originality/value

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.

中文翻译：

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探索骑手与司机种族匹配/不匹配对网约车的影响

目的

本文借鉴社会认同理论，探讨了骑手与驾驶员的种族匹配对驾驶员的预期乘坐满意度和执行意愿以及骑手对驾驶员的信任的影响。

设计/方法论/途径

该研究基于基于场景的在线实验，对美国 291 名网约车司机和 282 名乘客进行了实验。

发现

研究结果表明，网约车司机和乘客之间的种族匹配对司机的乘车满意度和执行意愿以及乘客对司机的信任产生积极影响。该研究还揭示了种族认同对种族匹配和这些建构之间的关系具有显着的积极调节作用。

实际影响

虽然影响个人的种族认同水平可能具有挑战性，但管理者可以采取措施对员工进行关于种族认同和歧视的影响的教育和培训，特别关注那些具有强烈种族认同感的个人。

原创性/价值

这项研究的结果为现有的叫车服务文献提供了理论贡献，并补充了有限的物流研究，以考察种族对叫车业务的影响。