顺风车出行服务企业安全运营影响谱系研究

为规范顺风车服务企业运营行为，并为顺风车出行安全管理与监管提供理论依据，采用扎根理论分析方法，从规范顺风车出行服务企业安全运营的角度，通过访谈获取政府、企业、车主与乘客等顺风车出行利益相关者对顺风车出行安全防范的意见与观点，经过观点提炼与编码、范畴梳理与解析、理论饱和度检验等步骤共梳理出289个观点、38个概念、6个范畴。结果表明:企业应从构建安全基本保障、明确车主和乘客准入与退出机制、完善安全运行规则、构建信息安全保护机制、提高客服投诉响应与处理能力以及开展应急管理建设6个方面规范顺风车出行服务企业的安全运营，并梳理出顺风车出行服务企业安全运营要素谱系。

Research on influence pedigree for safe operation of service enterprises with app-based hitch ride

In order to regulate the operation behavior of service enterprises with app-based hitch ride,and provide theoretical basis for the safety management and supervision of app-based hitch ride,the grounded theory analysis method was applied.From the perspective of regulating the safe operation of the service enterprises with app-based hitch ride,the opinions and views of the stakeholders including the government,enterprises,drivers and passengers on the safety prevention of app-based hitch ride were obtained through the interviews,and a total of 289 viewpoints,38 concepts and 6 categories were sorted out through the steps of viewpoint extraction and coding,category sorting and analysis,and theoretical saturation test.The results showed that the enterprises should regulate the safe operation from six aspects such as building the basic safety guarantee,defining the access and exit mechanism of drivers and passengers,improving the safe operation rules,establishing the information safety protection mechanism,improving the complaints response and handling ability of the customer service and constructing the emergency management.Meanwhile,the pedigree for the safe operation elements of the service enterprises with app-based hitch ride was sorted out.