First-, second- and third-order codes during thematic analysis
| Third-order dimensions | Second-order themes | First-order concepts | Example quotes | Distribution of codes per interview |
|---|---|---|---|---|
| Platform training control vs development perspective | Training to standardize gig process | Standardized written documents and video sessions | “I had an online training about how to act in the process, for example, they taught us that we get codes for the orders, also that I must take the package to the address and call the customer and know precise information …” (Respondent 10, Wolt) | 15 |
| Formative assessment | “When you first apply, there is a training video before you start working, it’s like 15 min, and then you fill in the questionnaire and that’s all” (Respondent 9, Wolt) | 13 | ||
| Emails inducing specific behaviors | “I got some e-mails telling what to do, in which order, but I would not consider it proper training” (Respondent 11, Deliveroo) | 10 | ||
| Training to foster understanding of the gig process | Interaction-based training | “When I started, I got was a meeting with the owner. It was useful because it helped me understand telling you to behave in many different situations. We also discussed an info sheet on how to behave in case of problems” (Respondent 17, Cocai Express) | 6 | |
| Mentoring opportunities | “Before starting I had four hours of training with a rider who has been working for several years and who taught me how to interact and how the job has to go […] they kind of help you with the decision that not always is so simple” (Respondent 3, MyMenu) | 4 | ||
| Ecosystem feedback measurement vs management perspective | Performance measurement of the ecosystem | Customers’ feedback on overall delivery | “I’m never being informed if somebody is satisfied or not satisfied by me” (Respondent 5, Wolt) | 14 |
| Absence of direct feedback from managers | “No, no feedback at all. But like, if you do something illegal or something really bad, then they will fire you, for sure” (Respondent 10, Wolt) | 9 | ||
| Automatic feedback from platform | “There is a dash-board that shows the number of completed deliveries per hour and your total for the day but is pretty much what we can know” (Respondent 16, Uber Eats) | 8 | ||
| Performance management of the individual | Customers’ direct feedback to riders | “Customers rate us after every order. […] Negative customer’s feedback affects our rating, obviously, and we riders do our best to not to receive bad rating and we try to do our job professionally. And to be honest, it also affects your mood” (Respondent 6, Glovo) | 11 | |
| Direct contact from managers | “They called me and told me I was doing good; I would have become an important resource for them when emergencies occur” (Respondent 1, Cocai Express). | 2 | ||
| Riders’ emotional response | Emotional response to training | Riders feeling frustrated and disconnected because of lack of training | “Actually, this is quite an upsetting part, because the only thing that they offered was at the beginning, which was how to use the app, they just explained that and nothing more” (Respondent 6, Uber Eats) | 7 |
| Riders feeling neutral about lack of training | “I just got basic training related to how to use the app, but I think tasks are quite basic, so you don’t need more than this to perform the job” (Respondent 12, Deliveroo) | 12 | ||
| Emotional response to feedback | Riders feeling disappointed and powerless because of (lack of) feedback | “I feel a bit of pressure, I think probably for the reason that I am alone and I don’t know if I am doing right or wrong” (Respondent 12, Deliveroo) | 16 | |
| Riders feeling appreciated because of feedback | “Well yes of course, I was very pleased to hear this [positive feedback] and it also positively stimulated me to do a lot more and develop more trust” (Respondent 1, Cocai Express) | 3 | ||
| Riders’ behavioral response | Behavioral response to training | Riders’ social learning face-to-face | “At the beginning I was quite insecure [in performing the job]; however, talking with the various riders, you steal a little here, you steal a little there, you steal their experience, you learn slowly, then I do the same in my turn with the new riders, I can give them advice: Let’s say we are a kind of big family, even if we don’t know each other we gladly help each other” (Respondent 2, Deliveroo) | 12 |
| Riders’ social learning online | “We have a very big Facebook group including only my company’s couriers, and a very big public group, where you can exchange your experiences, and advice. For example, when I was a junior courier, I had so many questions, and they were very helpful with me and I’m doing the same now with the new ones” (Respondent 5, Wolt) | 5 | ||
| Behavioral response to feedback | Riders’ social comparison | “I don’t receive feedback, the only thing is just to confront with other Deliveroo workers and see how they work” (Respondent 12, Deliveroo) | 9 | |
| Riders’ episodic evaluation | “I notice some customers are nice to you and give you tips, some don’t even speak, and sometimes I use it as a proxy to understand how happy they are with the service” (Respondent 13, Cocai Express) | 4 |
| Third-order dimensions | Second-order themes | First-order concepts | Example quotes | Distribution of codes per interview |
|---|---|---|---|---|
| Platform training control vs development perspective | Training to standardize gig process | Standardized written documents and video sessions | “I had an online training about how to act in the process, for example, they taught us that we get codes for the orders, also that I must take the package to the address and call the customer and know precise information …” (Respondent 10, Wolt) | 15 |
| Formative assessment | “When you first apply, there is a training video before you start working, it’s like 15 min, and then you fill in the questionnaire and that’s all” (Respondent 9, Wolt) | 13 | ||
| Emails inducing specific behaviors | “I got some e-mails telling what to do, in which order, but I would not consider it proper training” (Respondent 11, Deliveroo) | 10 | ||
| Training to foster understanding of the gig process | Interaction-based training | “When I started, I got was a meeting with the owner. It was useful because it helped me understand telling you to behave in many different situations. We also discussed an info sheet on how to behave in case of problems” (Respondent 17, Cocai Express) | 6 | |
| Mentoring opportunities | “Before starting I had four hours of training with a rider who has been working for several years and who taught me how to interact and how the job has to go […] they kind of help you with the decision that not always is so simple” (Respondent 3, MyMenu) | 4 | ||
| Ecosystem feedback measurement vs management perspective | Performance measurement of the ecosystem | Customers’ feedback on overall delivery | “I’m never being informed if somebody is satisfied or not satisfied by me” (Respondent 5, Wolt) | 14 |
| Absence of direct feedback from managers | “No, no feedback at all. But like, if you do something illegal or something really bad, then they will fire you, for sure” (Respondent 10, Wolt) | 9 | ||
| Automatic feedback from platform | “There is a dash-board that shows the number of completed deliveries per hour and your total for the day but is pretty much what we can know” (Respondent 16, Uber Eats) | 8 | ||
| Performance management of the individual | Customers’ direct feedback to riders | “Customers rate us after every order. […] Negative customer’s feedback affects our rating, obviously, and we riders do our best to not to receive bad rating and we try to do our job professionally. And to be honest, it also affects your mood” (Respondent 6, Glovo) | 11 | |
| Direct contact from managers | “They called me and told me I was doing good; I would have become an important resource for them when emergencies occur” (Respondent 1, Cocai Express). | 2 | ||
| Riders’ emotional response | Emotional response to training | Riders feeling frustrated and disconnected because of lack of training | “Actually, this is quite an upsetting part, because the only thing that they offered was at the beginning, which was how to use the app, they just explained that and nothing more” (Respondent 6, Uber Eats) | 7 |
| Riders feeling neutral about lack of training | “I just got basic training related to how to use the app, but I think tasks are quite basic, so you don’t need more than this to perform the job” (Respondent 12, Deliveroo) | 12 | ||
| Emotional response to feedback | Riders feeling disappointed and powerless because of (lack of) feedback | “I feel a bit of pressure, I think probably for the reason that I am alone and I don’t know if I am doing right or wrong” (Respondent 12, Deliveroo) | 16 | |
| Riders feeling appreciated because of feedback | “Well yes of course, I was very pleased to hear this [positive feedback] and it also positively stimulated me to do a lot more and develop more trust” (Respondent 1, Cocai Express) | 3 | ||
| Riders’ behavioral response | Behavioral response to training | Riders’ social learning face-to-face | “At the beginning I was quite insecure [in performing the job]; however, talking with the various riders, you steal a little here, you steal a little there, you steal their experience, you learn slowly, then I do the same in my turn with the new riders, I can give them advice: Let’s say we are a kind of big family, even if we don’t know each other we gladly help each other” (Respondent 2, Deliveroo) | 12 |
| Riders’ social learning online | “We have a very big Facebook group including only my company’s couriers, and a very big public group, where you can exchange your experiences, and advice. For example, when I was a junior courier, I had so many questions, and they were very helpful with me and I’m doing the same now with the new ones” (Respondent 5, Wolt) | 5 | ||
| Behavioral response to feedback | Riders’ social comparison | “I don’t receive feedback, the only thing is just to confront with other Deliveroo workers and see how they work” (Respondent 12, Deliveroo) | 9 | |
| Riders’ episodic evaluation | “I notice some customers are nice to you and give you tips, some don’t even speak, and sometimes I use it as a proxy to understand how happy they are with the service” (Respondent 13, Cocai Express) | 4 |
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