Gig economy delivery services versus professional service companies

Consumers’ perceptions of food-delivery services

Datos Bibliográficos

ID11238590
AutoresShannon Malone Gonzalez (0000-0002-7662-3154, Universidad de Las Palmas de Gran Canaria, autor de correspondencia)
Año2022
Volumen69
Páginas101969
Fecha de publicación2022-05-01
Open AccessSí
TipoARTICLE
RevistaTechnology in Society (JOURNAL)
Identificadores de la revistaISSN: 0160-791X • E-ISSN: 1879-3274
EditorialElsevier BV (PUBLISHER)
DOI10.1016/j.techsoc.2022.101969
OpenAlexW4221023694
IdiomaEN
Citas recibidas8
Referencias citadas36

Gig economy delivery services such as food delivery are common in many cities. The business models for these services rely on self-employment. Studies suggest that this model can negatively affect service quality and client satisfaction. This study proposes that food-delivery services in the gig economy will show worse results compared to traditional professional service companies regarding service quality and client satisfaction. To test this proposition, a thematic analysis of approximately 3000 consumer reviews was conducted. The results do not support the premise that consumers’ perceptions of services in the gig economy are worse

Affect (linguistics · Business · Economics · Economy · Food delivery · Perception · Premise · Qualitative research · Quality (philosophy · Service (business · Service delivery framework · Service economy · Service quality · Thematic analysis · Digital Economy and Work Transformation · Psychology · Sharing Economy and Platforms · Taxation and Compliance Studies · Marketing

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