Customer Incivility Among Online Food Delivery Riders in the Philippines: Experiences, Coping Strategies, Job Satisfaction, and Stress Levels

  • Aizel Joy F. Dizon College of Hospitality and Tourism Management, Don Honorio Ventura State University, Philippines
  • Erica Mae R. Galang College of Hospitality and Tourism Management, Don Honorio Ventura State University, Philippines
  • Pamela Kaye Manalang College of Hospitality and Tourism Management, Don Honorio Ventura State University, Philippines
  • Christine Jane O. Oflas College of Hospitality and Tourism Management, Don Honorio Ventura State University, Philippines
  • John Michael C. Pineda College of Hospitality and Tourism Management, Don Honorio Ventura State University, Philippines
  • Almer B. Gamboa College of Education, Don Honorio Ventura State University, Philippines
  • John Paul P. Miranda College of Computing Studies, Don Honorio Ventura State University, Philippines http://orcid.org/0000-0003-2059-972X
Keywords: workplace incivility, employee resilience, service industry, frontline workers, Grab, Food panda, TokTok, Pampanga

Abstract

The study aims to explore Filipino online food delivery riders’ (OFDRs) experiences with customer incivility, their coping strategies, and its impact on their job satisfaction and stress levels to promote a healthier work environment and support the sustainability of the delivery sector. The main method of the study is a descriptive cross-sectional research design using a convenience sampling approach to survey 402 OFDRs in Pampanga, Philippines with focus on their experiences with customer incivility. Results indicated that delivery riders frequently face verbal abuse, rude treatment, unreasonable demands, and manipulative behaviors. Delivery riders reported managing incivility through direct communication, seeking support, self-care practices, mindfulness, and avoiding confrontational customers. For them customer incivility reduces job enjoyment, pride, and industry commitment and often leads to dissatisfaction and disillusionment with their work. In addition, it causes them moderate stress and emotional exhaustion with negative experiences outweighing job satisfaction which impacts their mental well-being. This indicates that despite employing proactive coping strategies, the negative impact remains to be seen in their work. This study recommends that delivery platforms should establish robust reporting systems to help delivery riders manage customer incivility effectively. Training programs on conflict resolution and stress management should be implemented to equip riders with the skills needed to handle challenging interactions. Recognition programs and incentives should be introduced to boost morale and job satisfaction. Clear feedback channels must be developed to identify the root causes of customer incivility and facilitate targeted interventions. Additionally, mental health support should be made available to reduce burnout and improve the overall well-being of delivery riders.

Author Biographies

Aizel Joy F. Dizon, College of Hospitality and Tourism Management, Don Honorio Ventura State University, Philippines

Aizel Joy F. Dizon is an undergraduate students’ researchers pursuing a Bachelor of Science in Hospitality Management at Don Honorio Ventura State University (DHVSU), Mexico Campus, San Juan, Mexico, Pampanga, Philippines.

Erica Mae R. Galang, College of Hospitality and Tourism Management, Don Honorio Ventura State University, Philippines

Erica Mae R. Galang is an undergraduate students’ researchers pursuing a Bachelor of Science in Hospitality Management at Don Honorio Ventura State University (DHVSU), Mexico Campus, San Juan, Mexico, Pampanga, Philippines.

Pamela Kaye Manalang, College of Hospitality and Tourism Management, Don Honorio Ventura State University, Philippines

Pamela Kaye Manalang is an undergraduate students’ researchers pursuing a Bachelor of Science in Hospitality Management at Don Honorio Ventura State University (DHVSU), Mexico Campus, San Juan, Mexico, Pampanga, Philippines.

 

Christine Jane O. Oflas, College of Hospitality and Tourism Management, Don Honorio Ventura State University, Philippines

Cristine Jane O. Oflas is an undergraduate students’ researchers pursuing a Bachelor of Science in Hospitality Management at Don Honorio Ventura State University (DHVSU), Mexico Campus, San Juan, Mexico, Pampanga, Philippines.

 

John Michael C. Pineda, College of Hospitality and Tourism Management, Don Honorio Ventura State University, Philippines

John Michael C. Pineda is an undergraduate students’ researchers pursuing a Bachelor of Science in Hospitality Management at Don Honorio Ventura State University (DHVSU), Mexico Campus, San Juan, Mexico, Pampanga, Philippines.

 

Almer B. Gamboa, College of Education, Don Honorio Ventura State University, Philippines

Almer B. Gamboa is a tenured faculty member at DHVSU Mexico Campus. He teaches courses in Hospitality Management and Professional Education with interests in educational development and industry practices relevant to hospitality and teacher education.

John Paul P. Miranda, College of Computing Studies, Don Honorio Ventura State University, Philippines

John Paul P. Miranda is an associate professor at DHVSU Mexico Campus. He is the project head for the international linkages and partnerships of the University. His research interests are in data analytics, educational technology, and the broader implications of technology in education and industry.

Published
2025-05-04
How to Cite
Dizon, A. J., Galang, E. M., Manalang, P. K., Oflas, C. J., Pineda, J. M., Gamboa, A., & Miranda, J. P. (2025, May 4). Customer Incivility Among Online Food Delivery Riders in the Philippines: Experiences, Coping Strategies, Job Satisfaction, and Stress Levels. Puissant, 6, 2585-2604. Retrieved from //puissant.stepacademic.net/puissant/article/view/549
Issue
Vol 6 (2025): Volume 6
Section
Articles