MANAGEMENT & ORGANIZATIONS


TASHLIN LAKHANI ASSISTANT PROFESSOR


Cornell Peter and Stephanie Nolan School of Hotel Administration


Cornell SC Johnson College of Business Cornell University


Human Resource Management in New Service Arrangements: Extending the Ability, Motivation, Opportunity Framework into the Gig Economy Human Resource Management, 64, 5, September/October 2025 LINK TO PAPER LINK TO LAKAHNI VIDEO LINK TO MAFFIE VIDEO


Co-authors • Tashlin Lakhani


Assistant Professor, Cornell Peter and Stephanie Nolan School of Hotel Administration, Cornell SC Johnson College of Business, Cornell University


• Michael Maffie Assistant Professor, Cornell Peter and Stephanie Nolan School of Hotel Administration, Cornell SC Johnson College of Business, Cornell University


Summary As the service sector grows in size and economic importance, scholars ex-


MICHAEL D. MAFFIE ASSISTANT PROFESSOR


Cornell Peter and Stephanie Nolan School of Hotel Administration


Cornell SC Johnson College of Business Cornell University


amine the effects of human resources (HR) management on employee and organizational outcomes. Hotels, restaurants, call centers and professional services sectors all use HR practices to enhance employees’ abilities, motiva- tion, and opportunities in ways that maximize service performance. Less is known, however, about the effectiveness of HR practices in the gig economy, a growing component of the service economy.


Te authors respond to calls for research on this dynamic with the gig service model, built on an alternative organizational structure with characteristics like independent contractors, oscillating wages, and even the possibility for workers to be simultaneously employed by competitors, a practice known as multi-homing. Research shows that failure to prevent workers from multi-homing can result in bankruptcy because these firms cannot distin- guish their services from their rivals. Te authors posit that the adoption of HR practices like the well-known ability–motivation–opportunity (AMO) frame- work can reduce workers’ desire to leave an organization, and may also reduce gig workers’ tendency to multi-home, therefore improving the performance of firms that adopt the gig service model.


CONTENTS TO MAIN | RESEARCH WITH IMPACT: CORNELL SC JOHNSON COLLEGE OF BUSINESS • 2025 EDITION 29


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