Customer-Directed Counterproductive Work Behavior of Gig Workers in Crowdsourced Delivery: A Perspective on Customer Injustice
In the platform economy, customers are the primary interaction partners of gig workers, and their behaviors and attitudes significantly influence gig workers’ work experiences and behavioral responses. Based on the stressor–emotion model and social exchange theory, this paper systematically explores...
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| Format: | Article |
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MDPI AG
2025-04-01
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| Series: | Systems |
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| Online Access: | https://www.mdpi.com/2079-8954/13/4/246 |
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| author | Yanfeng Liu Lanhui Cai Xueqin Wang Xueli Tan |
| author_facet | Yanfeng Liu Lanhui Cai Xueqin Wang Xueli Tan |
| author_sort | Yanfeng Liu |
| collection | DOAJ |
| description | In the platform economy, customers are the primary interaction partners of gig workers, and their behaviors and attitudes significantly influence gig workers’ work experiences and behavioral responses. Based on the stressor–emotion model and social exchange theory, this paper systematically explores the formation mechanism of customer-directed counterproductive work behavior. This study employs structural equation modeling to analyze survey data collected from 385 registered gig workers on crowdsourced delivery platforms in China. The results indicate that customer injustice increases gig workers’ negative emotions, perceived organizational injustice, and customer-directed counterproductive work behavior while decreasing customer commitment. Furthermore, negative emotions, perceived organizational injustice, and customer commitment mediate the relationship between customer injustice and customer-directed counterproductive work behavior. Additionally, job demands act as a buffering mechanism in the occurrence of customer-directed counterproductive work behavior. This study is the first to systematically focus on customer-directed counterproductive work behavior among crowdsourced delivery gig workers, enriching the existing literature. The findings provide practical insights for crowdsourced delivery platforms, aiding in understanding gig workers’ work psychology and optimizing labor management strategies. |
| format | Article |
| id | doaj-art-bf4e1fa88f4e410c9ca76f3f8f4ce455 |
| institution | OA Journals |
| issn | 2079-8954 |
| language | English |
| publishDate | 2025-04-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Systems |
| spelling | doaj-art-bf4e1fa88f4e410c9ca76f3f8f4ce4552025-08-20T02:18:20ZengMDPI AGSystems2079-89542025-04-0113424610.3390/systems13040246Customer-Directed Counterproductive Work Behavior of Gig Workers in Crowdsourced Delivery: A Perspective on Customer InjusticeYanfeng Liu0Lanhui Cai1Xueqin Wang2Xueli Tan3Graduate School of Management of Technology, Pukyong National University, Busan 48547, Republic of KoreaDepartment of International Logistics, Chung-Ang University, Seoul 06874, Republic of KoreaDepartment of International Logistics, Chung-Ang University, Seoul 06874, Republic of KoreaGraduate School of Management of Technology, Pukyong National University, Busan 48547, Republic of KoreaIn the platform economy, customers are the primary interaction partners of gig workers, and their behaviors and attitudes significantly influence gig workers’ work experiences and behavioral responses. Based on the stressor–emotion model and social exchange theory, this paper systematically explores the formation mechanism of customer-directed counterproductive work behavior. This study employs structural equation modeling to analyze survey data collected from 385 registered gig workers on crowdsourced delivery platforms in China. The results indicate that customer injustice increases gig workers’ negative emotions, perceived organizational injustice, and customer-directed counterproductive work behavior while decreasing customer commitment. Furthermore, negative emotions, perceived organizational injustice, and customer commitment mediate the relationship between customer injustice and customer-directed counterproductive work behavior. Additionally, job demands act as a buffering mechanism in the occurrence of customer-directed counterproductive work behavior. This study is the first to systematically focus on customer-directed counterproductive work behavior among crowdsourced delivery gig workers, enriching the existing literature. The findings provide practical insights for crowdsourced delivery platforms, aiding in understanding gig workers’ work psychology and optimizing labor management strategies.https://www.mdpi.com/2079-8954/13/4/246customer-directed counterproductive work behaviorcrowdsourced delivery gig workerscustomer injusticestressor–emotion modelsocial exchange theory |
| spellingShingle | Yanfeng Liu Lanhui Cai Xueqin Wang Xueli Tan Customer-Directed Counterproductive Work Behavior of Gig Workers in Crowdsourced Delivery: A Perspective on Customer Injustice Systems customer-directed counterproductive work behavior crowdsourced delivery gig workers customer injustice stressor–emotion model social exchange theory |
| title | Customer-Directed Counterproductive Work Behavior of Gig Workers in Crowdsourced Delivery: A Perspective on Customer Injustice |
| title_full | Customer-Directed Counterproductive Work Behavior of Gig Workers in Crowdsourced Delivery: A Perspective on Customer Injustice |
| title_fullStr | Customer-Directed Counterproductive Work Behavior of Gig Workers in Crowdsourced Delivery: A Perspective on Customer Injustice |
| title_full_unstemmed | Customer-Directed Counterproductive Work Behavior of Gig Workers in Crowdsourced Delivery: A Perspective on Customer Injustice |
| title_short | Customer-Directed Counterproductive Work Behavior of Gig Workers in Crowdsourced Delivery: A Perspective on Customer Injustice |
| title_sort | customer directed counterproductive work behavior of gig workers in crowdsourced delivery a perspective on customer injustice |
| topic | customer-directed counterproductive work behavior crowdsourced delivery gig workers customer injustice stressor–emotion model social exchange theory |
| url | https://www.mdpi.com/2079-8954/13/4/246 |
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