The role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services

Published on Feb 5, 2021in Service Business
· DOI :10.1007/S11628-020-00432-7
Daniel Belanche16
Estimated H-index: 16
(University of Zaragoza),
Luis V. Casaló30
Estimated H-index: 30
(University of Zaragoza)
+ 1 AuthorsAlfredo Pérez-Rueda6
Estimated H-index: 6
(University of Zaragoza)
This research examines how customers’ perceptions about controversial labor practices of food delivery platforms may affect their intentions to use and recommend these services. Three studies reveal that customers’ behavioral intentions depend on their perceptions of the working conditions for the delivery workers, as well as service quality. This influence is higher among customers with a high level of social conscious consumption. Our research also explores the costs that customers would be willing to assume to be served by a food delivery service that offers better working conditions. These insights reveal several relevant managerial implications for gig economy firms.
📖 Papers frequently viewed together
3 Citations
43 Citations
369 Citations
#1Jaehun Joo (College of Management and Economics)H-Index: 11
#1Jaehun Joo (College of Management and Economics)H-Index: 1
Last. Matthew Minsuk Shin (Konkuk University)H-Index: 7
view all 2 authors...
Although contact tracing apps can be effective for controlling COVID-19, the app usage can be stressful for users. This study identifies countermeasures for users’ stress while maximizing full utilization of the apps. This study presents the relationships among the stress factors, users’ appraisal, users’ emotion focus coping, and the infusion to exert the full potential of the app through a structural equation model. The research model is validated by surveying Health Code app users. Given the ...
9 CitationsSource
#1Remi Trudel (BU: Boston University)H-Index: 13
#2Jill G. Klein (Melbourne Business School)H-Index: 23
Last. Niraj Dawar (UWO: University of Western Ontario)H-Index: 19
view all 4 authors...
This paper examines the question of why consumers engage in ethical consumption. The authors draw on self-affirmation theory to propose that the choice of an ethical product serves a self-restorative function. Four experiments provide support for this assertion: a self-threat increases consumers’ choice of an ethical option, even when the alternative choice is objectively superior in quantity (Study 1) and product quality (Study 2). Further, restoring self-esteem through positive feedback elimin...
3 CitationsSource
#1Daniel Spurk (University of Bern)H-Index: 23
#2Caroline Straub (Bern University of Applied Sciences)H-Index: 6
The COVID-19 pandemic represents a crisis that affects several aspects of people's lives around the globe. Most of the affected countries took several measures, like lockdowns, business shutdowns, hygiene regulations, social distancing, school and university closings, or mobility tracking as a means of slowing down the distribution of COVID-19. These measures are expected to show short-term and long-term effects on people's working lives. However, most media reports focused on the effects of the...
32 CitationsSource
#1Alex Veen (USYD: University of Sydney)H-Index: 4
#2Tom Barratt (ECU: Edith Cowan University)H-Index: 4
Last. Caleb Goods (UWA: University of Western Australia)H-Index: 6
view all 3 authors...
This qualitative case study adopts a labour process analysis to unpack the distinctive features of capital’s control regimes in the food-delivery segment of the Australian platform-economy and asse...
35 CitationsSource
#1Daniel BelancheH-Index: 16
#2Marta FlaviánH-Index: 2
Last. Alfredo Pérez-RuedaH-Index: 6
view all 3 authors...
This research examines the phenomenon of food delivery services from the mobile app user’s perspective and how consumers’ lifestyles are changing because of the convenience provided by the apps. By means of an online survey targeted at US food delivery app customers, our study analyzes the main motivations that lead them to use and recommend these technology-based services. The results of the study revealed that some of the theory of planned behavior model variables (i.e., attitude toward the be...
11 CitationsSource
#1Sang M. Lee (NU: University of Nebraska–Lincoln)H-Index: 59
#2DonHee Lee (College of Business Administration)H-Index: 13
The Industry 4.0 era has brought a shift in consumers’ purchasing behaviors from traditional retailing to online and/or mobile channels, triggered by advanced digital technologies and an easy access to the global market. Smart digital devices and advanced technologies have enabled “untact” service, facilitating customer encounters without a face-to-face contact with employees. This study presents the concept of untact service based on a review of the literature on technology-enabled customer enc...
29 CitationsSource
#1Daniel Belanche (University of Zaragoza)H-Index: 16
#2Carlos Flavián (University of Zaragoza)H-Index: 51
Last. Alfredo Pérez-Rueda (University of Zaragoza)H-Index: 6
view all 3 authors...
ABSTRACTModern users demand control over their advertising experience and a sense of empowerment throughout the communication process. In response, some platforms have introduced online features th...
19 CitationsSource
#1Arghya Ray (IIMA: Indian Institute of Management Ahmedabad)H-Index: 6
#2Amandeep Dhir (Aalto University)H-Index: 29
Last. Puneet Kaur (Aalto University)H-Index: 19
view all 4 authors...
Abstract Recently, scholars have attempted to understand consumer behavior related to the use of food delivery apps (FDAs). However, the various motives behind the usage of different FDAs have not been addressed. The current study worked to fill this gap by developing a psychometrically valid and reliable instrument that measures different uses and gratifications (U&G) behind the use of FDAs. Additionally, the association between different U&Gs and intentions to use FDAs were investigated. This ...
42 CitationsSource
#1Zhou He (CAS: Chinese Academy of Sciences)H-Index: 7
#2Guanghua Han (SJTU: Shanghai Jiao Tong University)H-Index: 2
Last. Jichang Dong (CAS: Chinese Academy of Sciences)H-Index: 7
view all 5 authors...
Abstract In the booming online-to-offline (O2O) food ordering and delivery market, numerous independent restaurants are competing for orders placed by customers via online food ordering platforms. The food quality and location decisions are deemed to be the two principal considerations of restaurants in this emerging market. To investigate the evolutionary food quality and location behaviours of restaurants, we propose an agent-based O2O food ordering model (AOFOM) that consists of three types o...
30 CitationsSource
#1Sarah KaineH-Index: 10
#2Emmanuel Josserand (UTS: University of Technology, Sydney)H-Index: 14
The gig economy has captured public and policy interest and is growing as an area of academic inquiry, prompting debate about the future of work, labour regulation, and the impact of technology and...
13 CitationsSource
Cited By1
Intra-city delivery has developed rapidly along with the expansion of the logistics industry. Timely delivery is one of the main requirements of consumers and has become a major challenge to delivery service providers. To compensate for the adverse effects of delivery delays, platforms have launched delay compensation services for consumers who order. This study quantitatively evaluated consumer perception of the delay compensation service in intra-city deliveries using a choice experiment. We e...