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Riding Against the Algorithm: Algorithmic Management in On-Demand Food Delivery

In: Information and Communication Technologies in Tourism 2023

Author

Listed:
  • Aarni Tuomi

    (Haaga-Helia University of Applied Sciences)

  • Brana Jianu

    (University of Surrey)

  • Maartje Roelofsen

    (Universitat Oberta de Catalunya)

  • Mário Passos Ascenção

    (Haaga-Helia University of Applied Sciences)

Abstract

In many countries, on-demand food delivery platforms (e.g. Deliveroo, Wolt, Uber Eats) have become an inseparable part of the hospitality and tourism ecosystem. A key area of interest in technology research has been how platforms algorithmically manage the interaction between task requesters (e.g. customers, tourists) and task fulfillers (e.g. restaurants and delivery couriers). However, there is a lack of research on how such algorithmic management practices impact workers and what strategies workers adopt to counteract the algorithm. To that end, this qualitative study explores forms of expressing algoactivism in the context of on-demand food delivery platforms by conducting interviews with delivery couriers (n = 5) and restaurant workers and managers (n = 7). It is found that both couriers and hospitality employees adopt specific behaviors to optimize and game the platforms’ algorithms, and that some algorithmic management practices are perceived more negatively than others. Implications for e-tourism management and research are discussed.

Suggested Citation

  • Aarni Tuomi & Brana Jianu & Maartje Roelofsen & Mário Passos Ascenção, 2023. "Riding Against the Algorithm: Algorithmic Management in On-Demand Food Delivery," Springer Proceedings in Business and Economics, in: Berta Ferrer-Rosell & David Massimo & Katerina Berezina (ed.), Information and Communication Technologies in Tourism 2023, pages 28-39, Springer.
    • Handle: RePEc:spr:prbchp:978-3-031-25752-0_3
    DOI: 10.1007/978-3-031-25752-0_3
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