Injustice Provokes Psychological Resources Loss: A Dual-Pathway Model of App-worker Reactions to Customers’ Injustice

Zhipeng Zhang, Runna Wang (), Lu Shang, Kui Yin, Guangjian Liu () and Xianxian Gui
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Zhipeng Zhang: China University of Labor Relations
Runna Wang: Beijing Institute of Fashion Technology
Lu Shang: Tsinghua University
Kui Yin: University of Science and Technology Beijing
Guangjian Liu: Shandong University
Xianxian Gui: Beijing Normal University

Journal of Business Ethics, 2025, vol. 197, issue 4, No 4, 713-738

Abstract: Abstract In the expanding field of the gig economy, the interactions between app-workers and customers have become focal areas of academic investigation. Drawing from the conservation of resources (COR) theory, we propose and test a moderated dual mediation model to examine the impact of customer injustice on app-workers’ work outcomes, including withdrawal behaviors and service performance. Employing a mixed-method approach comprising two multi-wave, multisource field studies and an online scenario experiment, our findings provide support for the following hypotheses: customer injustice fosters withdrawal behaviors and undermines service performance by inducing app-workers to experience increased emotional exhaustion and reduced service-oriented self-efficacy. Nevertheless, the impacts of these associations are weakened when app-workers engage more frequently in online community support seeking behaviors. Theoretical implications and practical applications of our findings are discussed in the context of the burgeoning gig economy.

Keywords: App-workers; Customer injustice; Service-oriented self-efficacy; Emotional exhaustion; Withdrawal behaviors; Service performance; Online community support seeking (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s10551-024-05713-z

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