The Effect of Digital Labour Platform (DLP) Customer-Gig Worker Rating Systems on Gig Worker Well-being: an exploratory study

  • Kok Shang Tang

Student thesis: Master's Thesis


There is a moving trend of workers working on DLPs, who are not protected by labour laws or managed by HRM professionals. While working on DLPs gives them many benefits such as working from home and organising their own time, it also comes with many drawbacks that affect their mental health. This research investigates the effects of rating systems on gig workers. The central research question is: What is the effect of digital labour platform (DLP) customer-gig worker ratings on the working behaviour and well-being of gig workers?
The reaction of gig workers receiving DLP ratings, the influence of customer ratings on gig workers, and effects of rating systems on working behaviour contributed to answering the research question. A qualitative exploratory research design using semi-structured interviews was used in this study.
Findings confirm that rating systems have a negative effect on new DLP workers’ well-being. Once more experienced, positive ratings increased their confidence and made them less anxious when delivering their work. Workers use various strategies to bypass the restrictions of DLPs. This study contributes to gig worker experiences working on DLPs and the effects of rating systems on their well-being.
Date of Award5 Jul 2023
Original languageEnglish
SupervisorRachelle Bosua (Examiner) & Vanessa Dirksen (Co-assessor)


  • Gig worker
  • awareness of rating systems
  • customer ratings,
  • gig worker behaviour
  • gig worker well-being

Master's Degree

  • Master Business Process management & IT (BPMIT)

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