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Service Business
Published in: Service Business 1/2021

05-02-2021 | Empirical article

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

Authors: Daniel Belanche, Luis V. Casaló, Carlos Flavián, Alfredo Pérez-Rueda

Published in: Service Business | Issue 1/2021

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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.
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Metadata
Title
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
Authors
Daniel Belanche
Luis V. Casaló
Carlos Flavián
Alfredo Pérez-Rueda
Publication date
05-02-2021
Publisher
Springer Berlin Heidelberg
Published in
Service Business / Issue 1/2021
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI
https://doi.org/10.1007/s11628-020-00432-7

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