Passengers as defenders: Unveiling the role of customer-company identification in the trust-customer citizenship behaviour relationship within ride-hailing context
通过访谈和问卷调查，研究了网约车平台如何通过服务质量和平台声誉等信号建立乘客信任，并发现顾客-公司认同在信任促进乘客推荐、反馈等公民行为中起中介作用。
Ride-hailing platforms such as Didi, Uber, and Lyft have changed the travel industry. Promoting the passengers' trust in platform and customer citizenship behaviour (CCB) is both challenging and important. This study employed a mixed-methods design, consisting of 21 interviews and 351 online surveys, to develop and examine the trust-CCB model in the ride-hailing context. Our findings reveal that platforms can foster passengers' trust by sending service-related signals (i.e., service quality and structure assurance) and a firm-related signal (i.e., platform reputation). Customer-company identification (CCI) mediates the relationship between passengers' trust and CCB, where passengers engage in CCB by providing recommendations, exhibiting forgiving behaviour, providing feedback, and participating in research in ride-hailing. Additionally, firm-related signals, including platform size and reputation, enhance the positive relationship between trust and CCI. These findings contribute to the body of knowledge on trust, CCB, and signaling theory, providing potential practical implications for ride-hailing platforms.