Abstract
Abstract : In recent years the use of application-based taxicabs has intensified. With it has come deviant impression management behaviours from drivers, riders, and app-based taxicab organisations. At an organisational level, policies are devised and implemented that contradict the preferred image managed by the organisation and also encourage unfavourable behaviour from drivers and riders. The strategies, motives, and targets of these behaviours were investigated. A qualitative survey design and thematic analysis were instrumental in meeting these objectives. Interviews were conducted with 14 app-based taxicab drivers. Drivers were found to Render Deviant Favours, Lie, and Politely Request Higher Ratings from their Riders. Riders were found to behave Rudely and Lie to their drivers. Organisations were found to construct policies that were Contradictory, that Privileged Riders over Drivers, and that Instilled Fear in Drivers. Organisations were motivated by profit maximisation, a customer orientation, and shifting risk to drivers. The contribution of the study will be to highlight the pressure that drivers in the app-based taxicab industry face, not only from metered taxicab competitors, but also from deviant customers and organisations, with the aim of mitigating these behaviours and their consequences. The customer-orientation stance adopted by app-based taxicab organisations, where “customer is king”, facilitates customer deviance, distorts organisational policies and practices, and perturbs drivers; highlighting that such a means of orientating the business is detrimental to a number of elements within appbased taxicab organisations and management must make changes to eradicate this perspective.
M.Phil. (Industrial Psychology)