How and When Does Perceived Algorithmic Evaluation Influence Service Performance?
Zhipeng Zhang, Jialiang Pei, Haoyu Zhang, Lu Shang, Siqi Han · Academy of Management Proceedings · 2025
Algorithmic management practices are increasingly prominent in tourism and hospitality, where algorithmic evaluation manages frontline app-workers, such as ride-hailing drivers and food-delivery riders, who are critical to customer experience. Grounded in self-determination theory, this study investigates how perceived algorithmic evaluation (PAE) affects service performance through the mediating roles of competence, autonomy, relatedness needs satisfaction, and work engagement, alongside the moderating effect of online community support. Based on two field surveys, PAE positively influences competence and autonomy needs but negatively affects relatedness need, ultimately shaping work engagement and service performance. Online community support amplifies positive effects and mitigates negative impacts. This study underscores the dual-edged nature of algorithmic evaluation and highlights the need to address psychological needs and social support in managing app-workers in the hospitality and tourism industry.