ERIC Number: EJ1466554
Record Type: Journal
Publication Date: 2025-Mar
Pages: 26
Abstractor: As Provided
ISBN: N/A
ISSN: ISSN-0969-6474
EISSN: EISSN-1758-7905
Available Date: 2024-05-06
HRM Practices in App Work: Exploring Training and Feedback in the Food Delivery Ecosystem
Laura Cortellazzo1; Selma Vaska2
Learning Organization, v32 n2 p191-216 2025
Purpose: This study aims to explore the human resource management (HRM) practices related to training and feedback in the app work industry, specifically in online food delivery service, and investigate the emotional and behavioral responses of gig workers. Design/methodology/approach: This study adopts a qualitative approach by interviewing 19 gig workers from six food delivery firms operating in different countries. Findings: The results show limited training and feedback opportunities are provided to app workers, although the complexity of training and delivery methods differ across platforms. To address this shortage, app workers developed response strategies relying on social interaction. Research limitations/implications: This study adds to the research on HRM practices in the gig economy by portraying the way in which training and feedback unfold in the food delivery app ecosystem and by disclosing the gig workers' emotional and behavioral responses to it. Practical implications: This study shows that the way training activities are currently designed may provide little value to the ecosystem and are likely to produce negative emotional responses in gig workers. Thus, platform providers may make use of these findings by introducing more transparent feedback and social learning opportunities. Originality/value: To the best of the authors' knowledge, this study is among the first empirical studies on online delivery gig workers addressing specific HRM practices. It reveals significant insights for training and feedback, suggesting app economy characteristics strongly affect training and feedback practices for app workers.
Descriptors: College Students, Part Time Employment, Business Administration, Food, Delivery Systems, Handheld Devices, Employment Practices, Job Training, Feedback (Response), Online Systems, Computer Mediated Communication, Foreign Countries, Interpersonal Relationship, Emotional Response
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Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: Europe
Grant or Contract Numbers: N/A
Author Affiliations: 1Department of Management – Venice School of Management, Ca’Foscari University of Venice, Venice, Italy; 2Department of Economics, Ca’Foscari University of Venice, Venice, Italy