With
the rapid rise of the digital revolution, indirect service offerings to the customers through
third parties, now referred to as the sharing economy, have become the norm for many
operations. This has some implications both on the general service provisions and key operational aspects
such as how to motivate the service suppliers and who is responsible for that.
This study evaluated the operations of one ride-sharing company and sought to
understand the motivation of the service suppliers from a triadic perspective
of employer (firm), service supplier (driver), and customer rather than the
traditional employer-employee perspective. A
cross-sectional descriptive design was used. The drivers were generally contented with
the remuneration and reward system as well as the training and development
opportunities. The findings showed that the firm has not focused as much on
motivating its drivers from the customer-related side.
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