EXPRESS: Emotional Exhaustion and Hostile Responses Toward Restaurants in Food Delivery Work: The Role of Pay and Time Volatility

Platform-based food delivery exposes gig workers to unstable pay and delivery times. Drawing on Conservation of Resources theory, this research examines how pay and time volatility contribute to drivers’ emotional exhaustion and responses toward restaurant partners. Study 1 used two experiments and found that both forms of volatility increased emotional exhaustion. Study 2 used a two-wave survey. Pay and time volatility and emotional exhaustion were measured at Time 1; perceived organizational support and desires for avoidance and revenge were measured at Time 2. Emotional exhaustion mediated the relationships between both forms of volatility and these outcomes, while organizational support weakened the indirect relationships. The findings identify time volatility as a distinct resource threat condition and show how support from delivery platforms may reduce the relational consequences of resource instability. Together, the studies connect unstable working conditions with drivers’ well-being and intentions toward restaurant partners.