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Gig economy delivery services versus professional service companies: Consumers’ perceptions of food-delivery services

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  • Melián-González, Santiago

Abstract

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.

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  • Melián-González, Santiago, 2022. "Gig economy delivery services versus professional service companies: Consumers’ perceptions of food-delivery services," Technology in Society, Elsevier, vol. 69(C).
    • Handle: RePEc:eee:teinso:v:69:y:2022:i:c:s0160791x22001105
    DOI: 10.1016/j.techsoc.2022.101969
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