<p>Electronic performance monitoring (EPM) has been widely adopted by service platform organizations to record service procedures. Recently, research has begun to focus on the negative impacts of EPM, especially the invasion of gig workers’ privacy. Drawing on the affective events theory, this study focuses on the weekly temporal influences of privacy invasion perception in an EPM context on gig workers’ service performance. Using a weekly experience sampling method, 859 cases nested in 88 gig workers were collected over 10 consecutive work weeks. Multilevel path analysis was then used to test the conceptual model. The results indicate that: (1) weekly privacy invasion perception was negatively associated with weekly service recovery performance and weekly proactive service performance; (2) weekly situational anxiety mediated the indirect influences of weekly privacy invasion perception on both weekly service recovery performance and weekly proactive service performance; (3) gig workers’ information handling control buffered the indirect impacts of weekly privacy invasion perception on both weekly service recovery performance and weekly proactive service performance through weekly situational anxiety, such that these two relationships were weaker for gig workers with higher rather than lower information handling control. This study provides insight into the proximal outcomes of the privacy invasion perception caused by EPM and extends this line of research in the service management context.</p>

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Privacy invasion perception and service performance on service gig platforms: a weekly experience sampling method analysis

  • Huan Xiao,
  • Zhenduo Zhang,
  • Jing Xiu,
  • Lunwen Wu,
  • Jessica Liao

摘要

Electronic performance monitoring (EPM) has been widely adopted by service platform organizations to record service procedures. Recently, research has begun to focus on the negative impacts of EPM, especially the invasion of gig workers’ privacy. Drawing on the affective events theory, this study focuses on the weekly temporal influences of privacy invasion perception in an EPM context on gig workers’ service performance. Using a weekly experience sampling method, 859 cases nested in 88 gig workers were collected over 10 consecutive work weeks. Multilevel path analysis was then used to test the conceptual model. The results indicate that: (1) weekly privacy invasion perception was negatively associated with weekly service recovery performance and weekly proactive service performance; (2) weekly situational anxiety mediated the indirect influences of weekly privacy invasion perception on both weekly service recovery performance and weekly proactive service performance; (3) gig workers’ information handling control buffered the indirect impacts of weekly privacy invasion perception on both weekly service recovery performance and weekly proactive service performance through weekly situational anxiety, such that these two relationships were weaker for gig workers with higher rather than lower information handling control. This study provides insight into the proximal outcomes of the privacy invasion perception caused by EPM and extends this line of research in the service management context.