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Service Business
Erschienen 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

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

Erschienen in: Service Business | Ausgabe 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.
Vorheriger Artikel Service production in high captivity service firms
Nächster Artikel The path from role clarity to job satisfaction: natural acting and the moderating impact of perceived fairness of compensation in services

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Metadaten
Titel
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
verfasst von
Daniel Belanche
Luis V. Casaló
Carlos Flavián
Alfredo Pérez-Rueda
Publikationsdatum
05.02.2021
Verlag
Springer Berlin Heidelberg
Erschienen in
Service Business / Ausgabe 1/2021
Print ISSN: 1862-8516
Elektronische ISSN: 1862-8508
DOI
https://doi.org/10.1007/s11628-020-00432-7

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