Beyond delivery: platform stress and stakeholder dynamics

In this study, we identified stressors arising from the relational dynamics in four stakeholders’ (customers, restaurants, delivery workers, and platforms) interactions within the online food delivery (OfD) platform. We established a correlation between platforms and stress in the existing literature by using the TextRank algorithm, which resulted in a dataset of 4,508 articles from 1942 to 2023. Based on these results, we expressed the complex relationships with stressors between the four stakeholders in the OfD platform as dyadic, triadic, and quadratic forms, incorporating external factors (technology and government). We defined the phenomenon as ‘OfD platform stress’, laying the theoretical foundations and extending the concept of platform stress.