Applying Theory to Empirical Phenomena: Love-Hate Relationship of E-Hailing Driver-Platform Provider in the Sharing-Economy Services

The appearance of sharing economy-services has impacted customers’ lifestyle in different ways. E-hailing services, particularly, is one of the examples, which constituted from the new category of services, prominently demonstrated a great performance for nearly a decade. However, as life is full of challenges, none of us can be exempted. Despite of the remarkable victory, the service industry was in a battle with the “conventional regulatory requirement” in various countries. For instance, the issues of drivers’ welfare and well-being have been debated frequently, but still it resulted to unconvincing decision. Consequently, this study has reviewed the commitment–trust theory and social exchange theory to further explain the never-ended “love-hate relationship” story of the e-hailing driver and platform provider. Our discussion acknowledged that theoretical link of relationship benefits and relationship commitment is workable, on the ground of drivers’ welfare and well-being, in return to create a mutual exchange in their relationship. Together with that, theoretical and practical implications were discussed in depth.