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Neither side gained: Exploring the impact of customer illegitimate tasks on service sabotage behavior of gig workers

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  • Zhang, Chao
  • Luo, Jinlian
  • Yao, Zhu

Abstract

From the perspective of thedual-system theory of ethical decision-making, this study develops a model to explain how customer illegitimate tasks influence the service sabotage behavior of gig workers. Based on an analysis of 415 valid responses collected from food delivery riders, on-demand errand runners, and ride-hailing drivers, the findings suggest that customer illegitimate tasks significantly promote service sabotage behavior among gig workers. Further, such tasks increase moral disengagement, which in turn fosters service sabotage. They provoke anger, which also leads to the service sabotage behavior. Perceived platform procedural fairness moderates the relationship between customer illegitimate tasks and service sabotage via anger. Lower perceived platform procedural fairness strengthens the effect of customer illegitimate tasks on anger and, consequently, on service sabotage behavior. Higher perceived platform procedural fairness makes it less likely that these tasks will lead to sabotage through anger. These findings provide important theoretical and managerial insights for research on gig work and illegitimate tasks.

Suggested Citation

  • Zhang, Chao & Luo, Jinlian & Yao, Zhu, 2026. "Neither side gained: Exploring the impact of customer illegitimate tasks on service sabotage behavior of gig workers," Journal of Business Research, Elsevier, vol. 207(C).
    • Handle: RePEc:eee:jbrese:v:207:y:2026:i:c:s0148296326000366
    DOI: 10.1016/j.jbusres.2026.116002
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