Human Resource Management in New Service Arrangements: Extending the Ability, Motivation, Opportunity Framework Into the Gig Economy

Abstract

This article investigates how human resource (HR) practices affect organizational outcomes in one of the newest areas of service work: the gig economy. Combining theory on multi-sided markets and strategic human resource management, this article explores how platform companies' use of HR practices can lead to improved worker retention. Specifically, we focus on one important aspect of retention: preventing workers from simultaneously working for a rival platform, a practice known as multi-homing. Drawing on original qualitative and quantitative data from the ride-hail industry, we demonstrate that the introduction of HR practices reduces gig workers' tendency to multi-home.