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.

这项研究调查了客户对有争议的食品配送平台劳工做法的看法可能如何影响他们使用和推荐这些服务的意图。三项研究表明，客户的行为意图取决于他们对送货人员的工作条件以及服务质量的看法。在具有较高社会意识消费水平的客户中，这种影响更大。我们的研究还探讨了客户愿意承担的，提供更好工作条件的送餐服务所要承担的成本。这些见解揭示了零工经济公司的一些相关管理意义。