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<p>Corporate social responsibility (CSR) is widely regarded as a hallmark of organizational excellence, leading many firms to actively engage in CSR initiatives. While prior micro-level CSR research predominantly highlights its positive influences on stakeholders, we extend this perspective by examining a potential downside within the gig platforms context. We argue that perceived platform CSR toward customers may create an adverse spillover effect that compromises the quality of gig workers’ service delivery. Drawing on relative deprivation theory, we propose that perceived platform CSR toward customers is positively associated with gig workers’ perceptions of relative deprivation, which in turn undermines the quality of their service delivery. We further argue that perceived platform CSR toward gig workers attenuates this relationship, whereas algorithmic monitoring exacerbates it. Our hypotheses are supported by an experimental study involving 200 gig workers (Study 1) and a three-wave field study with 461 gig workers (Study 2). The findings enrich the micro-level CSR literature by revealing its potential negative effects and provide critical insights for platform-based businesses on how to effectively balance stakeholder interests in CSR strategies.</p>

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Good Intentions Gone Awry: How and When Perceived Platform CSR Toward Customers Undermines Gig Workers’ Service Delivery Quality

  • 期刊论文

  • 发表日期：

    2025年10月28日

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  • Beini Liu,
  • Xinyu Zhang,
  • Minya Xu,
  • Xiaode Ji

摘要

Corporate social responsibility (CSR) is widely regarded as a hallmark of organizational excellence, leading many firms to actively engage in CSR initiatives. While prior micro-level CSR research predominantly highlights its positive influences on stakeholders, we extend this perspective by examining a potential downside within the gig platforms context. We argue that perceived platform CSR toward customers may create an adverse spillover effect that compromises the quality of gig workers’ service delivery. Drawing on relative deprivation theory, we propose that perceived platform CSR toward customers is positively associated with gig workers’ perceptions of relative deprivation, which in turn undermines the quality of their service delivery. We further argue that perceived platform CSR toward gig workers attenuates this relationship, whereas algorithmic monitoring exacerbates it. Our hypotheses are supported by an experimental study involving 200 gig workers (Study 1) and a three-wave field study with 461 gig workers (Study 2). The findings enrich the micro-level CSR literature by revealing its potential negative effects and provide critical insights for platform-based businesses on how to effectively balance stakeholder interests in CSR strategies.