An exploration of employees' experiences of online food delivery: evidence from employee reviews

Abstract

PurposeOnline food delivery service has evolved swiftly and stretched the bounds of the catering business. In the gig economy, being a food delivery rider draws employees with the promise of flexibility and independence. To this end, the purpose of this paper is to explore the main themes shared in online reviews by food delivery riders and which of these themes are linked to positive and negative ratings.Design/methodology/approachThe authors used 729 employee reviews posted on the Glassdoor website. In addition, they used content analysis to examine reviews of Uber Eats online food ordering company shared by food delivery riders on an online platform.FindingsThe results of this study include seven main themes: earning, customers, orders, tips, car, flexible schedule and app (navigation). Positive concepts are associated with earning, orders, tips and flexible schedule. Negative themes are linked to the app (navigation), car and customers.Practical implicationsManagement should consider online reviews as employees' opinions and voices. Specifically, management should provide financial support to employees for car maintenance, offer insurance for income stability and arrange training programs to enable them to use several tip-enhancing behaviors.Originality/valueNo research has been conducted using online reviews from an employment search engine to investigate employees' experiences of online food delivery. To the best of the authors' knowledge, this study is one of the first attempts using user-generated content from an employment search engine to explore employees' experiences.