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

Daniel Belanche (), Luis V. Casaló (), Carlos Flavián () and Alfredo Pérez-Rueda ()
Additional contact information
Daniel Belanche: University of Zaragoza
Luis V. Casaló: University of Zaragoza
Alfredo Pérez-Rueda: University of Zaragoza

Service Business, 2021, vol. 15, issue 1, No 3, 45-75

Abstract: Abstract 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.

Keywords: Food delivery; Gig economy; Working conditions; E-S-QUAL; Social consciousness (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (7)

Downloads: (external link)
http://link.springer.com/10.1007/s11628-020-00432-7 Abstract (text/html)
Access to the full text of the articles in this series is restricted.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:svcbiz:v:15:y:2021:i:1:d:10.1007_s11628-020-00432-7

Ordering information: This journal article can be ordered from
http://www.springer.com/business/journal/11628

DOI: 10.1007/s11628-020-00432-7

Access Statistics for this article

Service Business is currently edited by S.M. Lee and J. Millet Roig

More articles in Service Business from Springer, Pan-Pacific Business Association
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().