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

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 d...

Descripción completa

Detalles Bibliográficos
Autores principales: Belanche, Daniel, Casaló, Luis V., Flavián, Carlos, Pérez-Rueda, Alfredo
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Springer Berlin Heidelberg 2021
Materias:
Empirical Article
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7864477/
http://dx.doi.org/10.1007/s11628-020-00432-7
_version_ 1783647672097308672
author Belanche, Daniel
Casaló, Luis V.
Flavián, Carlos
Pérez-Rueda, Alfredo
author_facet Belanche, Daniel
Casaló, Luis V.
Flavián, Carlos
Pérez-Rueda, Alfredo
author_sort Belanche, Daniel
collection PubMed
description 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.
format Online
Article
Text
id pubmed-7864477
institution National Center for Biotechnology Information
language English
publishDate 2021
publisher Springer Berlin Heidelberg
record_format MEDLINE/PubMed
spelling pubmed-78644772021-02-09 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 Belanche, Daniel Casaló, Luis V. Flavián, Carlos Pérez-Rueda, Alfredo Serv Bus Empirical Article 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. Springer Berlin Heidelberg 2021-02-05 2021 /pmc/articles/PMC7864477/ http://dx.doi.org/10.1007/s11628-020-00432-7 Text en © The Author(s), under exclusive licence to Springer-Verlag GmbH, DE part of Springer Nature 2021 This article is made available via the PMC Open Access Subset for unrestricted research re-use and secondary analysis in any form or by any means with acknowledgement of the original source. These permissions are granted for the duration of the World Health Organization (WHO) declaration of COVID-19 as a global pandemic.
spellingShingle Empirical Article
Belanche, Daniel
Casaló, Luis V.
Flavián, Carlos
Pérez-Rueda, Alfredo
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
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
title_full 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
title_fullStr 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
title_full_unstemmed 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
title_short 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
title_sort role of customers in the gig economy: how perceptions of working conditions and service quality influence the use and recommendation of food delivery services
topic Empirical Article
url https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7864477/
http://dx.doi.org/10.1007/s11628-020-00432-7
work_keys_str_mv AT belanchedaniel theroleofcustomersinthegigeconomyhowperceptionsofworkingconditionsandservicequalityinfluencetheuseandrecommendationoffooddeliveryservices
AT casaloluisv theroleofcustomersinthegigeconomyhowperceptionsofworkingconditionsandservicequalityinfluencetheuseandrecommendationoffooddeliveryservices
AT flaviancarlos theroleofcustomersinthegigeconomyhowperceptionsofworkingconditionsandservicequalityinfluencetheuseandrecommendationoffooddeliveryservices
AT perezruedaalfredo theroleofcustomersinthegigeconomyhowperceptionsofworkingconditionsandservicequalityinfluencetheuseandrecommendationoffooddeliveryservices
AT belanchedaniel roleofcustomersinthegigeconomyhowperceptionsofworkingconditionsandservicequalityinfluencetheuseandrecommendationoffooddeliveryservices
AT casaloluisv roleofcustomersinthegigeconomyhowperceptionsofworkingconditionsandservicequalityinfluencetheuseandrecommendationoffooddeliveryservices
AT flaviancarlos roleofcustomersinthegigeconomyhowperceptionsofworkingconditionsandservicequalityinfluencetheuseandrecommendationoffooddeliveryservices
AT perezruedaalfredo roleofcustomersinthegigeconomyhowperceptionsofworkingconditionsandservicequalityinfluencetheuseandrecommendationoffooddeliveryservices

Ejemplares similares