online food delivery service philippines research paper

• Open access
• Published: 16 July 2022

Investigating experiences of frequent online food delivery service use: a qualitative study in UK adults

• Matthew Keeble 1 ,
• Jean Adams 1 &
• Thomas Burgoine 1  

BMC Public Health volume  22 , Article number:  1365 ( 2022 ) Cite this article

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Food prepared out-of-home is typically energy-dense and nutrient-poor. This food can be purchased from multiple types of retailer, including restaurants and takeaway food outlets. Using online food delivery services to purchase food prepared out-of-home is increasing in popularity. This may lead to more frequent unhealthy food consumption, which is positively associated with poor diet and living with obesity. Understanding possible reasons for using online food delivery services might contribute to the development of future public health interventions, if deemed necessary. This knowledge would be best obtained by engaging with individuals who use online food delivery services as part of established routines. Therefore, we aimed to investigate customer experiences of using online food delivery services to understand their reasons for using them, including any advantages and drawbacks.

Methods and results

In 2020, we conducted telephone interviews with 22 adults living in the UK who had used online food delivery services on at least a monthly basis over the previous year. Through codebook thematic analysis, we generated five themes: ‘The importance of takeaway food’, ‘Less effort for more convenience’, ‘Saving money and reallocating time’, ‘Online food delivery service normalisation’ and ‘Maintained home food practices’. Two concepts were overarching throughout: ‘Place. Time. Situation.’ and ‘Perceived advantages outweigh recognised drawbacks’.

After considering each of the accessible food purchasing options within the context of their location and the time of day, participants typically selected online food delivery services. Participants reported that they did not use online food delivery services to purchase healthy food. Participants considered online food delivery service use to be a normal practice that involves little effort due to optimised purchasing processes. As a result, these services were seen to offer convenient access to food aligned with sociocultural expectations. Participants reported that this convenience was often an advantage but could be a drawback. Although participants were price-sensitive, they were willing to pay delivery fees for the opportunity to complete tasks whilst waiting for delivery. Furthermore, participants valued price-promotions and concluded that receiving them justified their online food delivery service use. Despite takeaway food consumption, participants considered home cooking to be irreplaceable.

Conclusions

Future public health interventions might seek to increase the healthiness of food available online whilst maintaining sociocultural values. Extending restrictions adopted in other food environments to online food delivery services could also be explored.

Peer Review reports

Purchasing food that is prepared out-of-home and served ready-to-consume is prevalent across the world [ 1 ]. The neighbourhood food environment includes all physically accessible food outlets where individuals can purchase and consume foods, including food prepared out-of-home (often referred to as ‘takeaway food’) [ 2 ]. An increased number of outlets selling this food in the neighbourhood food environment may have contributed to normalising its consumption [ 3 ]. Purchasing formats represent ways to buy takeaway food. Although the opportunity to purchase this food was once limited to visiting food outlets in person or placing orders directly with food outlets by phone, additional purchasing formats such as online food delivery services now exist [ 4 ]. Unlike physically accessing outlets in the neighbourhood food environment or contacting outlets by telephone before collection or delivery, online food delivery services exist within a digital food environment. On a single online platform, customers receive aggregated information about food outlets that will deliver to them based on their location. Customers then select a food outlet, and place and pay for their order. Orders are forwarded to food outlets where meals are prepared before being delivered to customers [ 5 ]. Online food delivery services have been available in the UK since around 2006. However, widespread internet and smartphone access has increased their use [ 6 ], with global online food delivery service revenue estimated at £2.9 billion in 2021 [ 7 ]. The COVID-19 pandemic may have accelerated and perpetuated market development [ 8 ].

Food sold by takeaway food outlets, and therefore available online, is typically nutrient-poor and served in portion sizes that exceed public health recommendations for energy content [ 9 , 10 ]. More frequent takeaway food consumption has been associated with poorer diet quality and elevated bodyweight over time [ 11 ]. Although it is currently unclear, using online food delivery services might lead to more frequent and higher overall takeaway food consumption. In turn, this could lead to increased risk of elevated bodyweight and associated comorbidities. Since an estimated 67% of men and 60% of women in the UK were already considered overweight or obese in 2019 [ 12 ], the possibility that using online food delivery services increases overall takeaway food consumption is a major public health concern, as recognised by the World Health Organization [ 4 , 13 , 14 ].

With respect to the neighbourhood food environment, food outlet accessibility (number) and proximity (distance to nearest), food availability (presence of variety), and attitudinal dimensions (acceptability) contribute to takeaway food purchasing practices [ 15 ]. Each of these domains apply to takeaway food access through online food delivery services. In 2019, the number of food outlets accessible through the leading online food delivery service in the UK ( Just Eat ) was 50% greater in the most deprived areas compared with the least deprived areas [ 16 ]. Furthermore, adults living in the UK with the highest number of food outlets accessible online had greater odds of any online delivery service use in the previous week compared to those with the lowest number [ 17 ]. To our knowledge, however, attitudinal dimensions of online food delivery service use have not been investigated in the public health literature. Given the complexity of takeaway food purchasing practices, there are likely to be unique and specific reasons for using online food delivery services. Understanding these reasons from the perspective of customers could contribute to more informed public health decision-making and intervention, which is important since public health interventions that include online food delivery services may be increasingly necessary as their growth in popularity continues worldwide [ 13 , 18 ].

In our study, we investigated experiences of using online food delivery services from the perspective of adults living in the UK who use them frequently. We aimed to understand their reasons for using these services, the possible advantages and drawbacks of doing so, and how they coexist with other food-related practices.

Between June and August 2020, we used semi-structured telephone interviews to study experiences of using online food delivery services from the perspective of adults living in the UK. We used the Consolidated Criteria for Reporting Qualitative Research (COREQ) checklist to guide the development and reporting of our study [ 19 ].

The University of Cambridge School of the Humanities and Social Sciences Research Ethics Committee provided ethical approval (Reference: 19/220).

Methodological orientation

We used a qualitative description methodological orientation to investigate our study aims. Qualitative description has been framed as less interpretative than other approaches [ 20 ]. However, it is theoretically and epistemologically flexible and can facilitate a rich description of perspectives [ 21 ], which matched our study aims.

Participants and recruitment

We used convenience sampling to recruit adults that used online food delivery services frequently. For the purpose of our study, we defined frequent customers as those who had used online food delivery services on at least a monthly basis over the previous year. We believed this level of use would make participants well-positioned to provide their experiences of using this purchasing format within established takeaway food purchasing practices. We also based participant recruitment on reported sociodemographic characteristics of online food delivery service customers [ 22 , 23 ]. As data collection progressed, we additionally considered level of education so that our sample included frequent customers who were less highly educated (see Table 1 ).

We used two social media platforms (Twitter and Reddit) to recruit participants. Participant recruitment through social media platforms can be fast and efficient [ 24 , 25 , 26 ]. If targeted advertising is not used (as in our study), participant recruitment in this way is also typically free. In our study, participant recruitment through social media was particularly appropriate, given that our aims were related to understanding experiences of using a digital purchasing format. Twitter users can publish and re-publish information, images, videos, and links to external sites. Reddit users can publish information, images and videos, and discuss topics within focused forums known as ‘Subreddits’. For Twitter, the primary researcher (MK) published recruitment materials using his personal account and relied on existing connections to re-publish them. For Reddit, MK created an alias account (he did not have a personal account at the time of our fieldwork) and published recruitment materials in Subreddits for cities in the UK with large populations according to the 2011 UK census, those related to online food delivery services, and those that discuss topics relevant to the UK [ 27 ]. See Additional file 1 (Box A1) for a complete list of Subreddits.

Recruitment materials asked interested individuals to contact MK by email. When contacted, MK responded by email with screening questions that asked about self-reported frequency of online food delivery service use over the past year, age, and level of education. When eligibility was confirmed, MK provided information about the study by email. This information included the study aims, details about researchers involved, the offer of a £20.00 electronic high street shopping voucher, and a formal invitation to participate. After five business days with no response to the invitation, MK sent a further email. After another five business days, we classified individuals that did not respond as ‘non-respondents’.

Data collection

Before data collection.

Before starting data collection, we planned to complete a maximum of 25 interviews. We did not target data saturation. Food purchasing and consumption are highly individual and influenced by previous experiences, cultural backgrounds, and preferences [ 28 ]. Therefore, we felt that it would be difficult to conclude data saturation was achieved based on the traditional conceptualisation of no new information being reported by participants [ 29 , 30 ]. Instead, we prioritised conceptual depth and information strength. This approach was aligned with the qualitative description methodological orientation of our study [ 30 ].

We wanted to investigate experiences of using online food delivery services from before the COVID-19 pandemic, when there were no restrictions on accessing multiple purchasing formats or consuming food on the premises. Therefore, we pre-specified that we would stop data collection if it became difficult for participants to refer to the time before March 2020, which is when pandemic related travel and food outlet access restrictions were first introduced in the UK. MK piloted an initial protocol with an eligible individual to confirm this would be possible, and made amendments based on their feedback.

Before starting data collection, MK reflected on his position as a population health researcher, and his previous training and experience in qualitative research [ 31 ]. MK also reflected on his own takeaway food consumption and previous use of online food delivery services. As of June 2020, MK consumed takeaway food infrequently and had previously placed one order with an online food delivery service. Although he was not a frequent customer according to our classification, MK was familiar with online food delivery services operating in the UK. MK concluded that despite having a broad understanding about why online food delivery services might be used, he could not use his own experiences to provide detailed reasons for favouring this purchasing format over alternative options.

Throughout data collection

MK completed one-off semi-structured telephone interviews with participants at a convenient time selected by them. At the start of the interview process, MK confirmed the rationale for the study, gave participants the opportunity to ask clarifying questions and asked them to provide verbal consent. MK used a topic guide that was developed based on a priori knowledge, pilot interview feedback and previous research related to takeaway food and online food delivery services [ 22 , 32 , 33 ]. MK amended the topic guide as data collection progressed so that points not initially considered could be discussed in future interviews. Interview questions focused on reasons for using online food delivery services, the perceived advantages and drawbacks of using these services, and how using them coexisted with other purchasing formats and food-related practices (see Box A2 in Additional file 1 for the final topic guide).

Although MK completed interviews during the COVID-19 pandemic, he did not ask questions related to this period of time, and prompted participants to think about the time before March 2020 so that pre-pandemic experiences could be discussed. MK digitally recorded interview audio and made field notes to track points for discussion within the interview.

After data collection

MK immediately reflected on topics discussed, data collection progress, possible links with existing theory, and the ability of participants to think about the time before the COVID-19 pandemic. We used these post-interview reflections to help inform our decision to stop data collection.

Data analysis

A professional company transcribed interview audio verbatim. Whilst listening to the corresponding audio, MK quality assured each transcript and anonymised it. Participants did not review their transcripts.

We used codebook thematic analysis. When using this analytic approach, researchers develop a codebook based on the final topic guide used during data collection and data familiarity that is achieved by reviewing collected data [ 34 , 35 ]. Codebook thematic analysis is aligned with qualitative description methodological orientations as it allows researchers to remain ‘close to the data’ and facilitates an understanding of a topic through the ‘spoken word’ of participants [ 36 ]. In practice, MK developed an initial codebook. MK, JA, and TB then reviewed three transcripts (a 10% sample). This number was manageable and allowed us to discuss a sample of collected data [ 37 ]. After discussion, MK refined the initial codebook to collapse codes that overlapped and to add new codes, which formed the final codebook. MK coded each transcript with the final codebook and reviewed reflections written after each interview. MK then studied the coded data to generate themes that were discussed and finalised with JA and TB. In the context of our study, themes summarise experiences of using online food delivery services from the perspective of participants. After discussion, we also identified that across the themes we generated, there were overarching concepts. For our study, concepts should be seen to offer an overall and consistent structure that capture the common and overlapping elements of each of the generated themes.

MK used NVivo (version 12) to manage the data and facilitate interpretation.

Participant and data overview

MK conducted interviews with 22 frequent online food delivery service customers between June and August 2020. Interviews lasted between 35 and 61 min. There were 12 male participants, 13 participants were aged between 20 and 29 years, and 15 had completed higher education. Since initial adoption, participants had typically used online food delivery services at least fortnightly but as often as daily, and during interviews they consistently referred to using the three most well-established online food delivery services operating in the UK ( Just Eat, Deliveroo, and Uber Eats ) (see Table 2 ).

During the 19 th interview, conducted in August 2020, it was difficult for the participant to think about the time before the onset of the COVID-19 pandemic in March 2020. MK completed three further interviews and then concluded that this difficulty was consistent so stopped data collection. We included data from all interviews in analyses. In addition to those who took part, three interviews were scheduled but cancelled by individuals without providing a reason, and there were nine non-respondents.

Summary and structure

We generated two concepts that were overarching throughout our data: ‘Place. Time. Situation.’ and ‘Perceived advantages outweigh recognised drawbacks’. Within these overarching concepts, we generated five themes: ‘The importance of takeaway food’, ‘Less effort for more convenience’, ‘Saving money and reallocating time’, ‘Online food delivery service normalisation’ and ‘Maintained home food practices’.

In the following sections, we present the findings for each of the overarching concepts, followed by each of the themes. Whilst we discuss each concept and theme in turn, all of their elements were present throughout the data and should be thought of as dynamic, overlapping, and non-hierarchical. For example, participants consistently reflected on features of online food delivery services within the context of their location at a specific time. The conclusion of this process dictated whether a feature was viewed as an advantage or a drawback, and in some cases whether an online food delivery service would be used. We provide examples of this comparison process at the end of our Results (Table 3 ).

Overarching concepts

Place. time. situation..

Participants described how their location and the time of day impacted their ability to access different types of food, including both ‘takeaway’ food and other types of food. When choosing one type of food over another, participants had a multi-factorial thought process that considered their food at home, immediate finances available for food, and the food already eaten that day.

Although data collection focused on takeaway food, participants were clear that this type of food was not always appropriate. As participant 10 (Female: 20–29 years) stated; “ I don’t always just go and get a takeaway; sometimes I’ll walk to the shop, get some food, and make something ”. This view was shared by participant 11 (Male 30–39 years); “ some days I’ll decide that it’s too expensive and I’ll either get something else direct from the restaurant or go to the supermarket and then make food ”.

Nonetheless, participants indicated that purchasing takeaway food was preferable in many situations. For example, when acting spontaneously, when meals had not been planned or if other types of food could not satisfy needs, then takeaway food was appropriate.

“ I think you’re more likely to get delivery and order online when it’s unplanned and you need a pick-me-up, or you need something quick, or you don’t have something and you’re really hungry .” Participant 15 (Male: 40-49 years)

When participants decided to purchase takeaway food, they recognised that their location and the time of day dictated the purchasing formats they could access and potentially use. Access to multiple purchasing formats created a second decision making process. Participants considered the cuisines they wanted, delivery times estimated by online food delivery services versus the time it would take to travel to a food outlet, the weather, their willingness to leave home, and previous experience with accessible food outlets. Alongside these influential factors, choosing one purchasing format over another was often based on what was most convenient.

“ If I’m out and about, on the way home and I’m passing via an outlet, then I’ll pick it up. If I’m at home and just kind of, don’t want to leave the house, then I’ll order via an app or online, just because it’s just convenient .” Participant 2 (Male: 20-29 years)

Despite having apparently decided how they would purchase takeaway food, participants stated that they could change their mind. In the case of online food delivery services, if estimated delivery times failed to meet expectations, this purchasing format would no longer be appropriate and another purchasing format or type of food would be selected. The need for food practices to align with other routines and schedules, and therefore meet expectations, was particularly clear when participant 8 (Female: 40–49 years) described that they used online food delivery services when they could “ relax on a Friday night with the whole evening free ”. However, if they do not have time to select a food outlet, place their order, and then wait for delivery they “ normally just have some spaghetti because that takes 10 min ”.

Participants also referred to online food delivery service marketing in their day-to-day environments, including branded food outlet signs and equipment used by delivery couriers. Participants stated that these things did not always trigger immediate use of online food delivery services, however, their omnipresence reminded them that these services were available.

“ I don’t know if I ever go onto Just Eat after seeing it advertised, I don’t think that’s ever directly led me to do it. But it certainly keeps it in your mind, it’s certainly at the forefront of your mind whenever you think of takeaway .” Participant 11 (Male: 30-39 years)

Perceived advantages outweigh recognised drawbacks

Throughout the data, participants recognised that a single online food delivery service feature could be an advantage or a drawback based on their location and the time of day. This was clearest when participant 2 (Male: 20–29 years) discussed the number of food outlets accessible online compared with those available through other purchasing formats. There was value in having access to “ 20, 30, 40 food outlets ” through online food delivery services as it meant more options, otherwise “ you’re more limited just by the virtue of where you are or what shops you’re passing ”. However, access to a greater number of food outlets was a drawback when it meant that making a selection was difficult. The constant comparison of advantages and drawbacks prompted MK to ask participants why they kept using online food delivery services. There was a consensus that features of these services were unique, mostly advantageous, and outweighed the instances where they were seen as drawbacks. Since participants continued to use online food delivery services to access unique features, this practice appears to be self-reinforcing, even if this means accepting that the same feature can sometimes be a drawback.

Participants favoured online food delivery services in many situations. Nevertheless, they acknowledged that if the overall balance between advantages and drawbacks changed then they would purchase takeaway food in other ways. This solution emphasises that takeaway food can often be accessed in multiple ways dependent on place and time. As it stands, participants anticipated that they would continue to use online food delivery services indefinitely.

“ I can’t see any reason why I would [stop using online food delivery services] , unless something went wrong with Just Eat, you know, the service had a massive problem, but at the moment I can’t see any reason why I would. ” Participant 16 (Male: 20-29 years)

Analytic themes

We now present each of the five themes generated from our analyses. As described, elements of each theme overlapped within the two overarching concepts presented above.

The importance of takeaway food

Participants emphasised that, ultimately, it was “ the food ” that they valued, and that directed them towards using online food delivery services.

“ It’s the food really, that leads me to use [online food delivery service] apps .” Participant 10 (Female: 20-29 years)

Participants reported that they did not use online food delivery services with the intent of purchasing healthy food. Participants told us that they expected takeaway food to be unhealthy and that online food delivery services facilitated access to this food. This perspective influenced the types of food that participants were willing to purchase through online food delivery services. For example, pizza (seen as unhealthy) was appropriate but a salad (seen as healthy) was not. Moreover, participants recognised that if they wanted to consume healthy food, they would most likely cook for themselves.

Participants stated that takeaway food had social, cultural, and behavioural value. For many, purchasing and consuming takeaway food at the end of the working week signified the start of the weekend, which was seen as a time for relaxation and celebration. This tradition was carried forward from childhood, with Friday night referred to as “ takeaway night ”. For participants, using an online food delivery service allowed them to maintain, yet digitalise, traditions.

“ It’s always a weekend thing, besides it being a convenient, really quick way of accessing food that is filling and tastes nice, for me, it marks the end of a work week .” Participant 4 (Female: 30-39 years)

Participants reported that in some situations consuming takeaway food as a group could be a way to socialise. This was especially the case during life transitions such as leaving home to start university.

“ When you move out you’re concentrating on making friends and getting a takeaway was quite an easy way for everyone to sit down around the table and socialise and to have drinks .” Participant 14 (Female: 20-29 years)

Participants did not value online food delivery services to the same extent that they did takeaway food. This perspective reinforced that online food delivery services were primarily used to satisfy takeaway food purchasing needs.

“ If Just Eat as an entity disappeared, or all online takeaways disappeared, I wouldn’t be upset […] it’s a luxury, it makes life easier .” Participant 9 (Male: 30-39 years)

Less effort for more convenience

Participants reported that it took little effort to use online food delivery services because they receive information about all food outlets that will deliver to them on a single platform. Additionally, participants valued the opportunity to save payment details, previous orders, and favourite food outlets for future use. Participants also informed us that they had a greater number of food outlets and a more diverse range of foods and cuisines to choose from compared with other purchasing formats. Due to the number of accessible food outlets, the selection process was not always fast. Nonetheless, participants indicated that online food delivery services make purchasing takeaway food easier and more convenient than other purchasing formats where information is less readily available.

“Y ou’ve got all of the different options laid out in front of you, it’s like one resource where everything is there and you can choose and make a decision, rather than having to pull out leaflets from a drawer or Google different takeaways in the area. It’s all there and it’s all uniform and it’s in one place .” Participant 3 (Female: 20-29 years) “ I can pick through a whole wide selection rather than being limited to the few takeaways down on my road or having to drive somewhere .” Participant 21 (Male: 20-29 years)

Participants emphasised that smartphone applications had been optimised to enhance this experience.

“ I guess it’s the convenience of just being able to open the app on my phone, and not have to go searching for menus or phone numbers and checking if places are open. So yeah, it’s the convenience .” Participant 15 (Male: 40-49 years) “ For me it’s just the ease of going on, clicking what you want, paying for it and it arriving. You don’t have to move, you don’t have to cook, you don’t have to think, it’s just there ready to go, someone’s doing the hard work for you .” Participant 1 (Female: 20-29 years)

However, greater convenience was not always advantageous. Some participants were concerned that convenient and easy access to takeaway food through online food delivery services might have negative consequences for health and other things.

“ It’s quite addictive in the way that it’s just so convenient to order. I’m not making stuff fresh at home, and I’m eating unhealthier .” Participant 21 (Male: 20-29 years) “ I think it adds to a general kind of laziness that is not good for people really. If you actually got up and went for a walk to go and get this food, at least there’s a slightly positive angle there .” Participant 17 (Male: 30-39 years) “ The convenience is not necessarily a positive thing, these apps can be abused because it’s so easy to access foods .” Participant 10 (Female: 20-29 years)

Saving money and reallocating time

Participants were price-sensitive and valued the opportunity to save money. When discussing financial aspects of online food delivery service use, participants referred to special offers they had received by email or through mobile device push notifications. Participants recognised that direct discounts (e.g. 10% off), free items (e.g. free appetizers on orders over £20.00), free delivery (e.g. on orders over £30.00), or time-limited price-promotions (e.g. 40% off all orders for the next three-hours) can justify takeaway food purchasing and online food delivery service use.

“ Getting a takeaway is always a treat, every time I do it I know I shouldn’t but then basically I’m convinced to treat myself, if there’s a discount I’m much more likely to do it because I don’t feel like it’s such a waste of money .” Participant 18 (Male: 20-29 years)

Participants recognised takeaway food as a distinct food category. Nevertheless, they appreciated that that they could use online food delivery services to purchase ‘restaurant food’. Since this food is usually accompanied by a complete dining experience that online food delivery services cannot replicate, participants expected to spend less on this food purchased online compared to when they dined inside a restaurant.

“ Some restaurants deliver through Deliveroo, [places] where you can sit down and have an experience, a dining experience, well that’s different […] you might go there for the dining experience .” Participant 4 (Female: 30-39 years) “ Sometimes I’m deterred from using Uber Eats because I noticed that the restaurants increase their prices if you buy it through them rather than directly […] I don’t want to pay over £10 for a takeaway dish, whereas I would pay that if I ate at a restaurant .” Participant 3 (Female: 20-29 years)

Although participants considered the price of food when deciding which outlet to order from, they traded money for time. Participants compared the time they would spend cooking or travelling to takeaway food outlets with the time taken to place orders through online food delivery services plus the tasks they could complete whilst waiting for meal delivery. Paying a delivery fee to have the opportunity to use time that would not have otherwise been available was acceptable.

“ Yeah, it costs money but at the same time we’re getting more time with the kids, and more time to do other stuff, so it’s absolutely fine as far as I’m concerned .” Participant 9 (Male: 30-39 years)

However, some participants were unsure about the appropriateness of paying to have food delivered as it might be unfair to delivery couriers.

“ I don’t feel like it’s necessarily right to make a delivery driver drive two minutes up the road just because I can’t be bothered to go and collect something that’s not very far away .” Participant 10 (Female: 20-29 years)

Online food delivery service normalisation

Participants had positive previous experiences of using online food delivery services. These experiences influenced future custom and contributed to an overall sense that using this purchasing format was now a normal part of living in a digital society. Some participants referred to watching television online to exemplify this point.

The normalisation of using online food delivery services was particularly evident when MK prompted participants to think about the term ‘takeaway food’. Participants often referred to online food delivery services in the first instance and saw them as synonymous with takeaway food.

“ If you were to say ‘takeaway food’ I’d pull out my phone and I’d open one of the apps and say ‘okay, what should we order’, I wouldn’t say ‘oh let’s go to this road’, or ‘let’s go to that road’, I’d say ‘yeah, let’s look on the app’ .” Participant 21 (Male: 20-29 years)

For participants in our study, using online food delivery services replaced purchasing takeaway food in other ways. This perspective was linked to habitual takeaway food purchasing and sociocultural values. Participants rarely purchased takeaway food outside of set routines (for example only doing so at the weekend) because they did not think it was appropriate. As a result, participants reported that they had a limited number of opportunities to use multiple purchasing formats and thus increase their existing levels of consumption.

Maintained home food practices

Most participants were responsible for cooking at home, enjoyed doing so, and said they were competent at it. Nonetheless, cooking at home required personal effort and being “ lazy ” or “ tired ” or “ having nothing in the cupboards ” was used as a justification for using online food delivery services.

“ I cook, when I’m not using these apps I cook and prepare food for myself , it’s just on the odd occasion I might be feeling tired or want something different […] the rest of the time, I’m quite happy to cook .” Participant 10 (Female: 20-29 years)

Despite the apparent normalisation of using online food delivery services, participants did not feel that they would ever completely eliminate cooking at home. Most participants consumed home cooked food daily, whereas they consumed takeaway food less frequently. This contributed to the view that these two types of food were different. As a result, participants used online food delivery services to purchase food they could not or would not cook at home; for a break from normality, and as a “ cheat ” or “ treat ”.

Summary of findings

To our knowledge, this is the first published study in the public health literature to investigate experiences of using online food delivery services from the perspective of frequent customers.

Participants recognised that their location and the time of day meant that they could often access different types of food through multiple purchasing formats, at the same time. Participants stated that purchasing takeaway food was appropriate in many situations and typically favoured using online food delivery services. For many participants, using these services was now part of routines in their increasingly digital lives. As such, using online food delivery services appeared to be synonymous with takeaway food purchasing. This meant that participants expected food sold online to be unhealthy and that it was inappropriate to purchase healthy food in this manner. Participants consistently thought about how features of online food delivery services were an advantage or a drawback within the context of their location at any given point in time. This was a complex and dynamic thought process. Participants described how the advantages of these services were a strong enough reason to continue use, overcoming drawbacks such as the acknowledged unhealthfulness of takeaway food. Participants reported that using online food delivery services involved little effort as they were provided with food outlet information, menus, and payment facilities on one platform that had been optimised for use. Moreover, although the cost of food was an important consideration for participants, they were willing to pay a fee in exchange for the opportunity to complete tasks whilst waiting for meal preparation and delivery. Finally, using online food delivery services substituted purchasing takeaway food in other ways. Nevertheless, participants reported that cooking at home was a distinct food practice that occurred more frequently and was irreplaceable.

Interpretations

Participants described sociocultural values assigned to takeaway food. These values are proposed to develop from previous experiences [ 38 , 39 ]. For our participants, purchasing takeaway food at the weekend was a traditional routine that celebrated the end of the working week. In the past, this tradition might have meant visiting food outlets in the neighbourhood food environment. However, online food delivery services are now used and favoured. Since participants reported that it was takeaway food in and of itself that was a fundamental reason for seeking out online food delivery services, it is reasonable to conclude that sociocultural values linked to this food exist, and transfer, across purchasing formats.

Food purchasing has been recognised as situational and made in the context of place and time [ 40 , 41 ], with convenience reported as a consistent consideration [ 42 ]. Participants in our study reported that takeaway food was appropriate in many situations and acknowledged that it could often be accessed through multiple purchasing formats. Using one purchasing format over another came after considering multiple factors, including the level of effort required to find a suitable food outlet and place orders. As using online food delivery services took little effort, this purchasing format was often most convenient. However, participants were clear that although their decision had seemingly been made, it could be changed, especially if an online food delivery service feature that was supposedly an advantage became a drawback. For example, if estimated delivery times were too long or delivery fees were too high an alternative option would be considered. Our findings support that the decision about if and how to purchase takeaway food is dynamic and influenced by place and time [ 32 ].

Food access has previously been summarised within the domains of availability, accessibility, affordability, accommodation, and acceptability [ 15 ]. Although Caspi and colleagues described these domains in the context of physical food access, they are applicable to digital food environments. Broadly speaking, our research investigated the ‘acceptability’ of using online food delivery services, and participants made explicit reference to the domains of food ‘accessibility’ and ‘affordability’.

For example, participants told us that one particularly valuable aspect of using online food delivery services was the ability to access a greater number of food outlets compared with other purchasing formats. This finding speaks to our previous research that found a positive association between having the highest number of food outlets accessible online and any use of online food delivery services in the previous week amongst adults living in the UK [ 17 ]. The experiences of using online food delivery services reported in the current study support the possibility that having more food outlet choice contributes to the decision to adopt, and maintain, use of these services rather than necessarily increasing the frequency in which they are used. Other features of online food delivery services, such as having information about each of the accessible food outlets on one platform, likely amplify the perceived benefit of greater food outlet access. Notably, however, access to an increased number of food outlets was not always advantageous. This finding recognises a general awareness about the negative aspects of takeaway food consumption, previously captured from the perspectives of young adults in Australia and Canada [ 38 , 43 ].

Participants also discussed how the price of food influenced their use of online food delivery services. This reflects that food affordability is a fundamental purchasing consideration [ 32 ]. Beyond this, our findings provide insight into actions that food outlets registered to accept orders online might take to attract customers. Given that online food delivery service customers can often select from multiple food outlets at the same time, food outlets might aim to compete with one another by lowering the price of food sold or by introducing price-promotions in an attempt to capitalise on customer demand. Particularly in the case of the latter, participants acknowledged the importance of price-promotions. Previous evidence shows that price-promotions contribute to unhealthy food purchasing practices [ 44 , 45 ]. Access to price-promotions through online food delivery services has not been systematically documented. However, it is possible that their availability is positively associated with the number of food outlets accessible online. Since both price-promotions and the number of food outlets accessible online appear to influence online food delivery service use, the possibility of interaction between them is concerning for overall consumption of food prepared out-of-home, and subsequently, diet quality and health.

In some cases, participants reported that they used online food delivery services because they did not have time to cook at home. A number of tasks, including household chores, work, travel, and childcare, can limit the time available for, and take priority over, home cooking [ 46 ]. Using online food delivery services (and paying associated delivery fees) instead of cooking at home allowed participants in our study to complete non-food related tasks whilst waiting for meal preparation and delivery. Due to sociocultural values and perceived ‘rules’ about how frequently takeaway food 'should' be purchased, participants did not see online food delivery services as a complete replacement for cooking at home. Nevertheless, even partial replacement has implications for diet quality and health, especially since the food available and purchased online was acknowledged as unhealthy by participants in the current study.

Possible implications for public health and future research

Participants reported that using online food delivery services had mostly substituted, not supplemented, their use of other purchasing formats. Given the perspectives of participants in our study, an increasing number of food outlets could be registering to accept orders online to supply an apparent customer demand. Further research is required to understand the extent to which customer demand is driven by food outlet accessibility, and vice versa.

Participants in our study reported that despite using online food delivery services frequently, their overall takeaway food consumption had remained the same. We do not yet know if this perception would be reflected in objective assessment of takeaway food consumption. Further research that quantifies the use of multiple purchasing formats and takeaway food consumption over time is required to understand the potential public health implications as a result of using online food delivery services. Although evidence from Australia suggests that food sold through online food delivery services tends to be energy-dense and nutrient-poor [ 47 ], this has not been established in the UK, to our knowledge. Nor does it necessarily reflect the balance of what food is purchased. Objective assessment of the nutritional quality of foods available, and purchased, through online food delivery services in the UK could be the focus of future research. This evidence will help to better understand the extent to which public health concern is warranted.

With a few exceptions, food sold through online food delivery services is prepared in food outlets that are also physically accessible in the neighbourhood food environment [ 13 ]. From a public health perspective, this reinforces the intrinsic link between neighbourhood and digital food environments [ 48 ]. Therefore, public health interventions adopted in the neighbourhood food environment may also influence the digital food environment. For example, urban planning policies have been adopted to prevent new takeaway food outlets from opening in neighbourhoods [ 49 ]. By extension, this stops new food outlets from becoming accessible online. Other public health interventions that operate synergistically between physical and digital food environments might be increasingly required in the future. It will also be vital for any future interventions to consider how the geographical coverage of online food delivery services expands neighbourhood food outlet access [ 50 ], potentially undermining the effectiveness of interventions adopted in the neighbourhood food environment. Doing so would help address concerns that these services increase access to food prepared out-of-home [ 4 , 13 ]. Interventions of this nature could be particularly important in more deprived areas that have the highest number of accessible food outlets across multiple purchasing formats [ 16 , 51 ].

Participants recognised that online food delivery services provide access to takeaway food that was associated with being unhealthy. Participants were aware that they could purchase healthy food through online food delivery services, but this did not mean that they would . From a public health perspective, this finding indicates that the success of interventions intended to promote healthier takeaway food purchasing through online food delivery services might be limited by existing sociocultural values if they are not taken into consideration. A possible way to navigate this would be to improve the nutritional quality of food available online without necessarily making any changes salient. Interventions of this nature include healthier frying practices and reduced food packaging size [ 52 , 53 ]. Although these interventions were acceptable and feasible when implemented inside takeaway food outlets [ 54 ], further investigation is required to understand the extent to which they are appropriate in the context of online food delivery services. Changing the types of food available to purchase through online food delivery services could also lead to improved food access for those with limited kitchen facilities at home or limited mobility.

Public health interventions intended specifically for online food delivery services could also be developed. Potential approaches include preferential placement of healthy menu items, introducing calorie labelling and offering healthier food swaps. Embedding these approaches within existing online food delivery service infrastructures would allow implementation to be uniform [ 55 ], and their implementation could be optimised to enhance customer awareness and interaction. The potential success of approaches of this nature requires exploration. Nevertheless, in February 2022, the UK Behavioural Insights Team (formerly of the UK Government) published a protocol to investigate approaches to promoting the purchase of lower energy density foods through a simulated online food delivery service platform [ 56 ].

Price-promotions influenced and justified the use of online food delivery services. Legislation to restrict the use of volume-based price-promotions (e.g. buy-one-get-one-free, 50% extra free) on less healthy pre-packaged food sold both in-store and online were due to be introduced in England in October 2022 [ 57 ]. However, the introduction of this legislation has now been delayed. Although hot food served ready-to-consume was due to be excluded, given what is known about the impact of price-promotions on purchasing other food [ 58 ], and our participants’ description of the importance of price-promotions on their purchasing practices, extension of these restrictions to hot food served ready-to-consume might be warranted. Understanding how price-promotions influence food purchased from online food delivery services represents a first step to understand the need for future regulation.

Limitations

We recruited participants through two social media platforms, which means that our study sample was formed from a subset of all social media users. However, online recruitment was appropriate since we wanted to understand experiences of using a digital purchasing format. Moreover, the participants we recruited were mostly highly educated, potentially reflecting reported online food delivery service use amongst this socioeconomic group [ 22 , 23 ]. After 12 telephone interviews we acknowledged this and adjusted our recruitment strategy to ensure a more balanced sample with respect to level of education. Nevertheless, future research should explore the perspectives of frequent online food delivery service customers with lower levels of education, since it is possible that they have different reasons for using these services. Although we did not recruit infrequent online food delivery service customers or non-customers, they would not have been well-positioned to help us investigate our study aims. However, since we have described experiences of using online food delivery services from the perspective of frequent customers, future work should seek to understand perspectives of non-customers, customers who use them less frequently, and customers who use them for specific reasons.

As the first study in the public health literature to investigate frequent customer experiences of using online food delivery services, we chose a descriptive methodological orientation. Our descriptive approach meant that we did not investigate the underlying meaning of the language used by participants, however, this was not aligned with our aims. Furthermore, our descriptive methodological orientation allowed us to use codebook thematic analysis and include multiple researchers in analysis. Coding a 10% sample of interviews transcripts and discussing analytic themes would have been less appropriate with reflexive approaches to thematic analysis [ 34 , 35 , 59 ], but assisted with our interpretations.

We conducted fieldwork during the early stages of the COVID-19 pandemic, which might have altered the recent experiences of online food delivery service use and participant perspectives. However, MK asked participants to think about the time before the COVID-19 pandemic and reflected on their ability to do so. This reflexivity is in line with established practices regarding qualitative rigour [ 20 , 60 ], and allowed us to determine when it would be most appropriate to stop fieldwork. Nonetheless, we acknowledge the possibility that food-related practices have changed during the COVID-19 pandemic. As a result, it is possible that online food delivery services are now used for different reasons, both initially and over time, and by individuals with different sociodemographic characteristics than those in our study.

We used telephone interviews with frequent online food delivery service customers to investigate experiences of using this purchasing format. We found that the context of place and time influenced if and how takeaway food would be purchased. Online food delivery services were often seen as most appropriate. In part, this was due to the opportunity to access advantages not available through other purchasing formats, such as efficient and convenient ordering processes that had been optimised for customers. Fundamentally, however, online food delivery services provide access to takeaway food, which despite being acknowledged as unhealthy, has strong sociocultural value. There was a consistent awareness that some advantages of online food delivery services may also be drawbacks. Despite this, the drawbacks were not sufficiently negative to stop current or future online food delivery service use. Finally, price-promotions justified online food delivery service use and made this practice appealing. Public health interventions that seek to promote healthier food purchasing through online food delivery services may be increasingly warranted in the future. Approaches might include increasing the healthiness of the food available whilst maintaining sociocultural values and expectations, and extending restrictions on price-promotions to hot food prepared out-of-home.

Availability of data and materials

Processed and anonymised qualitative data from this study is available from the corresponding author upon reasonable request. Additional raw data related to this publication cannot be openly released; the raw data contains interview audio containing identifiable information.

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Matthew Keeble was funded by the National Institute for Health and Care Research (NIHR) School for Public Health Research (SPHR) [grant number PD_SPH_2015]. This work was supported by the Medical Research Council [grant number MC_UU_00006/7]. The views expressed are those of the authors and not necessarily those of any of the above named funders. The funders had no role in the design of the study, or collection, analysis and interpretation of the data, or in writing the manuscript. For the purpose of open access. the author has applied a Creative Commons Attribution (CC BY) licence to any Author Accepted Manuscript version arising.

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Keeble, M., Adams, J. & Burgoine, T. Investigating experiences of frequent online food delivery service use: a qualitative study in UK adults. BMC Public Health 22 , 1365 (2022). https://doi.org/10.1186/s12889-022-13721-9

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Assessment of Grabfood Delivery Rider’S Services and its Effect on Customer Satisfaction

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Philip Noel Yap Enanoria

Cebu Technological University

Michael Conrad Maranga

HIGHLIGHTS• Assess the Grabfood delivery rider’s services and determine its effect on customer satisfaction based on the customer’s perception in Cebu City.• Problem discussion describing the importance of studying the service quality of online food delivery riders and its impact on customer satisfaction was discussed.• To know the extent of the online food delivery rider’s service and its implication on the satisfaction of the customers in Cebu City.• Assess the Grabfood delivery riders’ service quality in delivering online food to the customers.

Keywords: Grabfood Delivery Rider, Assessment, Service Quality, Customer Satisfaction, Third-party Online Application

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Online food delivery systems: barriers to achieving public health nutrition in the Philippines

Dalmacito austria cordero, jr.

Department of Theology and Religious Education (DTRE), De La Salle University, 1004 Taft Avenue, Manila, Philippines

I read with great interest a recent article where the authors interestingly highlighted the potential of online food delivery (OFD) systems in improving public health nutrition. These OFD systems like online school canteens became popular during the COVID-19 pandemic in Australia, and they were helpful in different ways: they can provide access to large and increasing proportions of the child population; they are more amenable to government regulation or mandatory policy to regulate the availability and nutritional quality of foods; their labeling can be an effective strategy in modifying dietary habits during critical periods in child development, etc ( 1 ) . I fully support these observations, however, as mentioned by the authors; further research is necessary to determine certain barriers in using OFD systems that can hinder in achieving the goal of public health nutrition. This is what I am going to highlight, especially in developing countries like the Philippines.

The food service industry was one of the essential services that were allowed to operate during the pandemic in the Philippines. The OFD statistics in the Philippines showed that there were 2·9 million users of online delivery platforms, and the largest segment is in the restaurant-to-consumer delivery service, which logged 9·3 million users. The food delivery market is projected to reach an annual revenue of 333·30 million US dollars in 2022 ( 2 ) . The two most popular OFD platforms are Foodpanda and GrabFood, while other restaurants/stores have their own OFD systems and riders such as McDonald’s, Jollibee, Shakey’s Pizza and many others. Throughout the pandemic period, these OFD stores/restaurants played a significant role in the provision of all types of food to the public, not only to fill the hungry stomachs of those who were stuck in their homes due to quarantines/lockdowns but also those that contribute to unhealthy eating habits.

It is important to determine some barriers concerning OFD systems that do not help in achieving public health nutrition. First, there are instances that some of the online stores deliver the ordered food without proper preparation or packaging which can harm consumers. Due to large volumes of orders, there is a tendency to overcook, undercook and inappropriately prepare orders. What is more unfortunate is that some are already spoiled due to poor packaging before reaching the customer making them unsafe for consumption. The primary purpose of packaging is to protect the food from contamination, maintain the right food temperatures, and prevent it from spilling and spoiling ( 3 ) . These scenarios result in increased risk of lower than expected nutritional quality and higher risk of food poisoning. Second, some OFD systems and restaurants present attractive marketing practices which could potentially lead to vulnerable people like children. There is an array of ultra-processed foods and drinks that are readily available at low cost like salty snacks, carbonated beverages and away-from-home meals ( 4 ) . The consumption of ultra-processed foods has been associated in recent prospective studies with increased risks of all-cause mortality and chronic diseases such as cancer, CVD, hypertension and dyslipidemia ( 5 ) . Lastly, it is interesting to note that one-third of all meals consumed by Filipinos were ordered from restaurants, while two-thirds were home-cooked. Fifty per cent of customers decide what they want to eat based on what they see on the mobile app and on what will satisfy their cravings for that specific food ( 6 ) . This means that the unhealthy eating habits of some Filipinos will continue because it became a part of their culture to ‘click’ on their mobile app to satisfy their food cravings. With this, OFD systems should strictly follow the government policies and guidelines regarding safe practices of food preparation and delivery. There is a dire need for food safety training for OFD workers and certification concerning acceptable procedures to eradicate incidences of foodborne disease outbreaks ( 7 ) .

Public health nutrition involves programs and policies that promote optimal nutrition and the well-being of the general public. The immediate provision of food services during a pandemic is a must but needs to be carefully planned and properly carried out. The different marketing strategies in OFD systems are acceptable for economic growth, but it is important to consider that they exist not simply for profit but to contribute in nation building – a healthy society, especially during health crises.

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Review of online food delivery platforms and their impacts on sustainability.

1. Introduction

2. overview of the online food delivery sector, 2.1. e-commerce market size, 2.2. online to offline business and online fd, 2.3. online fd providers and their delivery system, 2.4. growth of online fd worldwide, 3. methodology, 4. the impacts of online fd, 4.1. economic impacts, 4.2. social impacts, 4.3. environmental impacts, 5. discussion, 5.1. practical implications, 5.2. limitations and future research directions, 6. conclusions, author contributions, conflicts of interest.

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Share and Cite

Li, C.; Mirosa, M.; Bremer, P. Review of Online Food Delivery Platforms and their Impacts on Sustainability. Sustainability 2020 , 12 , 5528. https://doi.org/10.3390/su12145528

Li C, Mirosa M, Bremer P. Review of Online Food Delivery Platforms and their Impacts on Sustainability. Sustainability . 2020; 12(14):5528. https://doi.org/10.3390/su12145528

Li, Charlene, Miranda Mirosa, and Phil Bremer. 2020. "Review of Online Food Delivery Platforms and their Impacts on Sustainability" Sustainability 12, no. 14: 5528. https://doi.org/10.3390/su12145528

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Revenue boom of Online Food delivery industry amidst Pandemic: Evidence from the Philippines

• Christy O Gamilla

Eating out in our favorite restaurants is one of the things we enjoy doing. It can be our way of connecting to others, try some new dishes, and celebrating important events with family and friends. Although dine-in is currently close as preventive measures to the COVID-19 virus, they can still operate take-out or delivery option so that people can still order their favorite comfort food and eat at home style. The health crisis brought by the novel coronavirus force millions of people to stay at home, food delivery demand has risen to prominence. According to StockApps.com , globally the online food delivery market is expected to hit $151.5bn in revenue and 1.6bn users in 2021. It is expected to reach almost two billion globally in the next three years. Consumers turned to online food delivery as alternative to buy in stores and restaurants. The online food delivery is keeping the food industry alive, by trying to mitigate food business from shutting down.

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Copyright (c) 2021 Christy O Gamilla

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License .

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Improving online food ordering and delivery service quality by managing customer expectations: evidence from Italy

British Food Journal

ISSN : 0007-070X

Article publication date: 6 February 2023

Issue publication date: 18 December 2023

Since the outbreak of the Covid-19 pandemic, many restaurants and catering businesses have introduced or improved online food ordering and delivery services (OFODSs). This study aims to identify service quality expectations about OFODSs, to examine their content and to suggest management strategies to meet these expectations.

Design/methodology/approach

Adopting a qualitative method, four focus groups were conducted amongst Italian users of OFODSs.

The results reveal three dimensions of expectations, each comprising two categories that can be set along a continuum: (1) basicness of expectations (ranging from implicit to explicit), (2) accuracy of expectations (ranging from fuzzy to precise) and (3) attainability of expectations (ranging from realistic to unrealistic). Content may refer to technical, social, economic, legal and technological aspects. To meet customer expectations, the following strategies are suggested: customer reassurance, flexibility, continuous improvement, customer education, adaptation to customers' requirements and monitoring of exceptions.

Practical implications

This study provides specific activities in which restaurants and catering businesses could invest to enact the management strategies that emerged from the analysis.

Originality/value

This paper proposes a new classification of expectations and framework for improving OFODS quality by managing customer expectations.

• Customer expectation
• Service quality
• Digitalisation
• Customer satisfaction

Bonfanti, A. , Rossato, C. , Vigolo, V. and Vargas-Sánchez, A. (2023), "Improving online food ordering and delivery service quality by managing customer expectations: evidence from Italy", British Food Journal , Vol. 125 No. 13, pp. 164-182. https://doi.org/10.1108/BFJ-08-2022-0694

Emerald Publishing Limited

Copyright © 2023, Angelo Bonfanti, Chiara Rossato, Vania Vigolo and Alfonso Vargas-Sánchez

Published by Emerald Publishing Limited. This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at http://creativecommons.org/licences/by/4.0/ legalcode

1. Introduction

The outbreak of the Covid-19 pandemic in 2020 has profoundly changed customers' purchasing behaviours and methods, by forcing businesses to face new and complex challenges (e.g. Belarmino et al ., 2021 ). In this regard, new laws, regulations and repeated closures have severely affected restaurants' and catering businesses' practices. To limit the loss of orders and respond to the expectations of customers, many restaurants and catering businesses have chosen to renew their offerings by introducing or improving food ordering delivery services ( Khan, 2020 ), including delivery of food shopping and raw materials in addition to ready-made foods. In the face of Covid-19 lockdowns worldwide, most restaurants and catering businesses have shifted to online food ordering and delivery services (OFODSs), enabling the use of home food delivery services via online ordering applications (apps) and offline delivery of products (e.g. Al Amin et al ., 2021 ; Pal et al. , 2022 ). In this sense, digitalisation has enabled these businesses to respect safety regulations that prohibit direct contact between people, requiring the practice of social distancing and the adoption of cashless transactions to reduce the risk of Covid-19 infection (e.g. Chen et al ., 2022 ).

With the spread of the pandemic, the use of OFODSs – and, more precisely, improvement of their quality – has become crucial for restaurants and catering businesses to survive and attract new customers (e.g. Dirsehan and Cankat, 2021 ), as well as for the customers themselves, who are increasingly drawing on such services to interact with restaurants without physically going inside (e.g. Francioni et al ., 2022 ; Mehrolia et al ., 2021 ; Naeem, 2021 ). Anxiety, fear and perceived risk of infection – which is not likely to disappear any time soon – have influenced the use of OFODSs (e.g. Gordon-Wilson, 2022 ; Botelho et al ., 2020 ) by requiring businesses to reflect on how to improve these services to continue to compete after the pandemic.

What do customers expect to receive from OFODSs?

What actions can OFODS businesses undertake to meet customer expectations?

Seeking answers to these questions, this study investigates how the pandemic has affected customer expectations of OFODSs, their content and the management strategies that restaurants and catering services have developed. Precisely, three primary objectives are set: (1) to identify customer service quality expectations of OFODSs, (2) to examine the content of these expectations and (3) to suggest management strategies to meet customer expectations of service quality improvement. To this end, this research examines customers' perceptions of OFODSs during the Covid-19 pandemic, given that perceptions fuel expectations ( Rust et al ., 1999 ). In methodological terms, this study employed focus group interviews as a specific method of explorative data collection and performed content analysis to examine the data.

The findings of this study enrich the theory by expanding the debate on customer expectations of OFODSs and proposing a framework for effectively managing them, as well as providing recommendations for practice, by suggesting management strategies to increase the likelihood of continuing to compete in the future.

The remainder of the paper is organised as follows. After providing a literature review focussing on digitalisation, the customer approach to OFODSs and customer expectations, the research method is described. Next, the results are proposed and discussed, and their theoretical and practical implications are outlined. Finally, the study's limitations and directions for future research are presented.

2. Literature review

2.1 the online food ordering and delivery services context.

Businesses and customers have changed the way they interact. The spread of technology and digital tools has increased the availability and variety of information sources. As a result, today's customers are more demanding and more fickle than in the past. They benefit from various channels and touchpoints (e.g. computers, tablets, smartphones and social media), which have increased since the outbreak of the pandemic in line with human mobility restrictions and fear of social contact. The restaurant and catering industry has developed appealing and user-friendly apps and tech-enabled driver networks to overcome difficulties due to lockdowns and physical distancing requirements.

The recent food literature has explored the changes in food consumption since the beginning of the pandemic and the potentialities of OFODSs by investigating consumers' attitude, willingness to use and behaviour towards these services. For example, Troise et al . (2020) conducted quantitative research in the Italian context to investigate consumers' willingness to adopt OFODSs, employing food choices, convenience, trust and the perceived risks related to the pandemic as contextual factors. Specifically, they found that perceptions of Covid-19-related risks had a negative effect on behavioural intention towards OFODSs. Anwar et al . (2022) argued that social influence, information quality, price-saving orientation and time-saving orientation positively affect attitude towards OFODSs by enhancing the intention to use apps via smartphones in Malaysia. Wen et al . (2022) highlighted that attitude, subjective norms, perceived behavioural control and trust (i.e. the four basic constructs in the theory of planned behaviour model) positively predicted consumers' intentions to continue to use food delivery apps. Similarly, Lee et al. (2023) adopted the technology acceptance model to explore consumers' intention to use OFODSs and found that ease of use and usefulness positively influence intention to use apps. This result is in line with Gani et al. (2021) , who found that information and food service attributes influenced the perceived usefulness of OFODSs and shaped respondents' intention to use them. In addition, behavioural intention towards OFODSs and perceived trust considerably influenced the use of these apps. According to Nigro et al . (2022) , convenience, variety of food and time savings influence behavioural intentions. Al Amin et al . (2021) revealed that hygiene, subjective norms, attitudes and behavioural control were related to behavioural and continuance intentions to use mobile food delivery apps. In contrast, perceived food safety was related to behavioural intention, and social isolation was related to continuance intention. Pal et al. , 2022 found that amongst mobile app attributes, information design has the greatest impact on both satisfaction and loyalty and confirmed that satisfaction is the greatest predictor of loyalty, followed by food quality.

Other studies have focussed on the aesthetic appeal of online food delivery apps in revisit intentions or the convenience of food delivery. Specifically, Kumar et al . (2021) revealed that app aesthetics generated pleasure, arousal and dominance amongst consumers during the pandemic. Kumar and Shah (2021) confirmed this revealing that pleasure and dominance are the most significant predictors of continued usage intentions for food delivery apps. Tandon et al . (2021) found that visibility acted as an antecedent of all consumption values and significantly influenced purchase intentions, while attitude positively and significantly influenced purchase intentions.

2.2 The customer approach to online food ordering and delivery services

Scholars have examined customers' intention to use OFODSs and their perceived risk. Specifically, Hong et al . (2021) showed that perceived usefulness, perceived ease of use, price-saving benefit, time-saving benefit and trust are the predictors that significantly affected online food delivery usage intention, but no moderation effect of Covid-19 was found. Poon and Tung (2022) revealed that perceived risk negatively affected consumers' desire to use these services that perceived physical risk and Covid-19 risk negatively affected their intention to use these services and that perceived risk did not moderate the relationship between desire and intention. Other scholars have analysed customers' characteristics, satisfaction and loyalty. In particular, Mehrolia et al . (2021) argued that customers with a high perceived threat, low product involvement, low perceived benefits of OFODSs and low frequency of online food orders are less likely to order food through these services. OFODSs can be considered a way through which local businesses attempt to face times of crisis and improve their competitiveness. In this regard, consumer behaviour research ( Kim et al ., 2022 ) has shown that affective responses to the Covid-19 pandemic such as fear and hope positively influence customer intentions to support local businesses. In addition, customers are increasingly willing to use online and mobile payments ( Purohit et al ., 2022 ), thus creating a favourable context for the development of OFODSs.

To the best of the authors' knowledge, there is scant research on OFODS quality following the Covid-19 outbreak. Chan and Gao (2021) proposed the up-to-date quality of online food delivery (DEQUAL) index using 32 validated indicators to measure the up-to-date quality of online food delivery and suggested how to improve customer satisfaction and loyalty to a restaurant. Research in the food literature has explored the effect of OFODS service quality on customer satisfaction and loyalty. In this regard, Koay et al . (2022) found that assurance, maintenance of meal quality and hygiene, reliability, security and system operation are significant predictors of customer satisfaction.

However, no research has addressed how OFODS quality could be improved by investigating what customers want. Indeed, service providers can obtain important benefits in understanding and recognising customer expectations, such as offering or improving quality service (e.g. Parasuraman et al. , 1988 ; Webb, 2000 ). In light of this, this research examines customer expectations of OFODSs during the Covid-19 pandemic.

2.3 Customer expectations

According to the service management literature, “what a customer expects to get from the service provider can define customer expectation” ( Hsieh and Yuan, 2021, p. 514 ). There is agreement that expectations are not unidimensional, as several authors cited in Table 1 have highlighted (e.g. Boulding et al ., 1993 ; Walker, 1995 ; Hubbert et al ., 1995 ; Lee et al ., 2000 ; Ojasalo, 2001 ). A multi-expectation framework that differentiates between expectations regarding the adequate level of service (the lowest level of service that a customer can accept) and the desired level of service (the level of service that a customer hopes to receive) has been proposed ( Parasuraman et al. , 1988 ; Zeithaml et al ., 1993 ). Expectations can be examined in terms of content; for example, they have been related to the technical, social, economic and political aspects of the interaction between a service provider and customers or context ( Mittilä and Järvelin, 2001 ). In technical terms, expectations can be analysed in relation to quality standards of service delivery, physical environment, the staff's professional skills and internal efficiency. In social terms, expectations can concern different organisational cultures or partnerships, while general economic fluctuations can affect expectations from an economic viewpoint. Finally, expectations can be examined in political terms. In relation to the topic of this study, these expectations can be investigated more correctly in legal terms, given that the perspective of regulation enables us to examine how to protect consumer expectations in terms of legal rights and interests. Regulation (EU) No. 1169/2011 of the European Parliament and of the Council of 25 October 2011, both inform and protect consumers regarding the provision of food information. Based on this regulation, consumers, for example, can make informed choices and make safe use of food, with particular regard to health, economic, environmental, social and ethical considerations. Accordingly, they can expect that online ordered food respects precise legal rules that are aimed to provide them with a clear indication of the components, ingredients or physiological effects without being deceived.

With specific reference to customer expectations about OFODSs beyond legal requirements, very few studies have hitherto been conducted. In this regard, in the consumer behaviour literature, Meena and Kumar (2022) highlighted the importance of exploring customer expectations with regard to OFODSs by exploring social media data regarding OFODS companies' performance and customers' expectations during the Covid-19 pandemic in India and the USA. Their findings suggest that OFODS managers should devote time to understanding customer expectations during a crisis, because these differ from usual expectations (such as prompt service and good food).

This lack of academic studies related to the importance for managers of better adopting strategic and operational actions aimed to improve OFODS quality and, thus, their competitiveness suggests further investigation of this topic is required. To this end, this research aims to examine customer expectations – and their content – so as to formulate recommendations for OFODS providers regarding implementable management strategies from a service quality improvement perspective.

3.1 Research design

Due to this study's explorative nature, qualitative research via focus groups was adopted ( Creswell and Creswell, 2018 ). Focus group interviews are suitable for obtaining a wide range of ideas and impressions about the subject under examination. This research technique also enables understanding individuals' perceptions of a given phenomenon by capturing attitudes and beliefs concerning the topic examined. Further, this method allows researchers to obtain more opinions from participants in a limited period of time and encourages them to answer questions freely and flexibly by using relaxed storytelling methods ( Riessman, 2008 ). Finally, group dynamics were stimulated to gather the information that may not emerge through one-to-one interviews ( Babbie, 2011 ). Content analysis was used because it facilitates detecting, examining and presenting themes emerging from qualitative data ( Saldaña, 2015 ). This method was employed to provide a solid contribution to the literature on customer expectations management, moving iteratively between theory and the data to grasp better the empirical phenomenon ( Dubois and Gadde, 2014 ).

3.2 Analysis of the study context: development and regulation of OFODSs in Italy

Driven by the pandemic, the food delivery industry has experienced consistent growth. In Italy, growth was exponential (in 2021, it was about 59%), affecting Italian consumers' habits and behaviours. However, terms such as “delivery”, “take away” and “drive through” are not mentioned or taken into account at the regulatory level. They are expressed in terms of “distance selling”, as argued by the Regulation (EU) No. 1169/2011 of the European Parliament and of the Council of 25 October 2011, or of “distance contract” as highlighted in the EU Consumer Rights Directive 83/2011 and in the Consumer Code. In particular, a distance contract is any contract concluded between a trader and a consumer in the framework of services without the physical presence of the subjects in question (Art. 45).

In this legal context, digital platforms, for example, act as middle ground between the professional and the customer. They have to assure customers regarding the correct presentation and labelling of food products (Regulation 1169/2011) as well as guarantee the safety and traceability of the food itself (Directive 178/2002). In addition, online platforms have to inform customers through the application about mandatory disclosure and allergens’ reporting.

In terms of health and hygiene, food transport plays a key role. Italian legislation (Decreto del Presidente della Repubblica [DPR] 327/80) regulates the suitability and sanitisation of means of transport and hygiene requirements during food transport and provides a table showing the transport temperatures for various foods. Delivery modes can take several forms; some OFODS businesses invest in applications or websites, while others choose riders owned or managed by external businesses.

3.3 Sample and data collection

Overall, 30 Italian customers aged 19–75 years participated in four focus group interview sessions between June and December 2021. Each group comprised seven or eight participants recruited through a snowball sampling approach. The participants were selected using personal networks according to the three following criteria: (1) use of a digital OFODS more than ten times between February 2020 (the beginning of the pandemic in Italy) and May 2021, (2) regular use of digital devices such as smartphones, computers and tablets during daily activities (not necessarily for online shopping) and (3) availability to participate in the focus group. Overall, 20 initial participants were contacted via email.

A cover letter explained the study's purpose, the importance of participants' opinions, the possibility of withdrawing at any time during the research and that no financial incentives would be offered for participation. Participants who responded to the email (12 of the 20 contacted) were asked to provide the contact details of two other persons meeting the selection criteria, who were then contacted regarding participation. Overall, 36 individuals agreed to participate. After an initial screening, 30 participants were retained because they met all the criteria. They were then divided into four diverse groups (in terms of gender, age and frequency of use of OFODSs during the pandemic) to maximise exploration of different perspectives within each group. Since the topic was very specific and all participants were familiar with it, it was considered that diversity of composition would not prevent in-depth discussion ( Bloor, 2001 ). Table 2 presents the participants' profiles.

The focus groups were conducted online because of the restrictions imposed during the pandemic. Each focus group session lasted about an h and a half. Prior to data collection, ethical approval was gathered via personal email individually sent to each participant. After introducing the topic and the purpose of the group discussion, the moderator stimulated the conversation with the support of an interview protocol to provide a structure and logical flow to group discussion. The use of technical language was avoided to prevent possible misinterpretations. The interview protocol was designed based on the literature review on service quality expectations, and included the following five questions: (1) What do you want to receive from OFODSs? (2) What elements do you consider indispensable and take for granted from OFODSs? (3) Which elements do you consider most in choosing an OFODS? (4) Have you experienced or received anything unexpected from an OFODS? (5) What do you expect OFODS businesses to do to meet your expectations?

Participants were assured that no answer was inappropriate and that everyone should feel free to express personal opinions that no person would be able to dominate other individuals and that privacy was guaranteed through anonymous and aggregate processing of the information provided.

Before the data collection, a pretest in the form of open-ended conversations ( Jafari et al ., 2013 ) was performed with three customers. Based on feedback, some words were changed for clarity and easier comprehension. The interview protocol included questions regarding service elements considered indispensable to provide a satisfactory OFODS, service quality aspects and desired improvements. Focus group interviews were conducted in Italian and later translated into English (the research team is fluent in both languages) to ensure the meaning of the original responses was retained ( Hogg et al ., 2014 ).

3.4 Data analysis

All focus group discussions were audio and video recorded and later transcribed to be checked for accuracy. Content analysis employed a range of techniques to meet the specific goals of this study. Precisely, the approach developed by Gioia et al. (2013) was used to guide coding activity in identifying customer expectations regarding OFODSs (the first goal of this study). Nvivo 11 software supported the analysis. The coding process followed three steps. First, after gathering informants' voices as first-order codes, abstract concepts from the first-order categories were derived according to the extant theory. In this regard, the Ojasalo (2001) model, which conceptually distinguishes fuzzy, implicit, unrealistic, precise, explicit and realistic expectations, was used because it was developed to improve long-term service quality and customer satisfaction. Second, after reaching theoretical saturation, aggregated theoretical dimensions – namely, customer expectations – were identified by organising the second-order themes according to the inductive interpretation of the data ( Miles et al ., 2014 ). To obtain a unique coding scheme, the researchers carefully checked and compared codes by reducing similarities and differences to build a manageable number of codes. The coding process was iterative and abductive by navigating between the empirical data and the customer expectation theory.

A direct content analysis investigation ( Hsieh and Shannon, 2005 ) was employed to categorise the content of customer expectations (the second goal of this study). Specifically, the customer expectation theory guided the initial coding activity ( Mittilä and Järvelin, 2001 ), namely, technical, social, economic and legal terms, to which this study adds technological aspects, which are fundamentally related to digitalisation tools.

Finally, to identify suitable management strategies regarding OFODS quality, content analysis was performed in a conservative manner, without intentionality, through a blended approach ( Miles et al ., 2014 ) by two researchers (authors); only what was explicit in the data was included in the textual corpus for analysis. Each researcher carefully checked and coded the collected data separately. After comparing similarities and differences, a coding scheme was identified to cluster codes in more general analytical themes, which became the management strategies for OFODS quality.

4. Findings

4.1 customer expectations regarding online food ordering and delivery service quality.

From the analysis, 14 types of expectations inductively emerged. They were abductively traced back to the six categories of expectations proposed by Ojasalo (2001) : implicit, explicit, precise, fuzzy, realistic and unrealistic. Based on these, this study identified three main dimensions: basicness, accuracy and attainability of expectations. Table 3 shows the response frequencies concerning this classification of expectations.

The first dimension consists of the basicness of expectations, which includes implicit (i.e. those taken for granted by customers) and explicit (i.e. expected but not taken for granted) expectations. In this study, participants mainly focussed on the category of implicit expectations. The interviewees highlighted six expected service characteristics that they considered essential and obvious but that were not met in their experience of OFODSs: punctuality of delivery, accuracy of delivery, quality of the delivered product, appropriateness of the fee applied for the online purchase, compliance with hygiene and safety regulations, professionalism, empathy and kindness of the service provider.

Regarding punctuality of delivery, participants believed that OFODSs should communicate their efficiency in terms of timeliness of delivery to avoid generating false expectations that may produce dissatisfaction. Moreover, regarding delayed delivery, interviewees expected to be promptly notified and to receive an immediate explanation and apology. Customers implicitly expected the accuracy of service delivery in terms of the type and ingredients of the product ordered and the exact geographical location of the rider. Concerning the quality of the delivered product, participants expected that the quality of dishes, raw materials and the presentation (aesthetic) of the food should not be inferior to that usually found at the physical restaurant or point of sale. Regarding the appropriateness of the fee applied to online purchases, customers expected OFODSs to be cheaper than that of a restaurant. Concerning compliance with hygiene and safety regulations, interviewees expected health and safety measures to be respected when preparing, transporting and delivering food. This expectation is essential in the current situation as safety concerns have increased with the pandemic. The last implicit expectation – in order of frequency – was professionalism, empathy and kindness of the staff and rider. Participants expected personalised products and services, and providers' professional behaviour in the case of complaints, for example, by explaining any disservice and offering compensation via a free product rather than a discount for subsequent purchases.

In terms of explicit expectations, the study participants expected (1) multichannel service, (2) product and service customisation and (3) payment service. Concerning multichannel service, although participants usually used the telephone to order, they appreciated the ability to contact the service provider through multiple devices and online channels, consult other customers' reviews and track their orders in real time. Interviewees preferred service providers' websites as their source of information, while e-commerce or apps were preferred for online purchases. Another tool widely appreciated was WhatsApp. Concerning product and service customisation, interviewees expected customisation of dish ingredients according to their needs and preferences. Customisation should be available through apps, websites or messaging services. Participants believed it is appropriate to increase or decrease a product's price following a request to add or reduce ingredients. In addition, participants expected the possibility of easily changing the timing and method of delivery through an app or on the website (e.g. by adding a note to the order). Respondents expected to be able to ask for cutlery and single-serve condiments. They also preferred to have the option of different payment methods, including cash and electronic payment terminals, PayPal or Satispay. Contactless payment systems were preferred for hygiene and convenience reasons (i.e. It is inconvenient to carry the exact cash required.).

The second dimension proposed is the accuracy of expectations, which involves precise (i.e. detailed) and fuzzy (i.e. vague) expectations. Specifically, in terms of precise expectations, participants expected OFODSs to provide descriptions, ingredients and photographs of the dishes on delivery boxes. Respondents also expected more information, precision and transparency (pre-purchase and delivery stages) regarding a product's offer and delivery methods during the customer journey, regardless of touchpoints. Interviewees expected online catalogues to be updated with the insertion of available products, real-time promotions and, in general terms, adequate advertising of the service offered. In terms of fuzzy expectations, participants mentioned after-sales contact and availability and variety of offers. In detail, interviewees expected that OFODSs' after-sales service would enable customers to express their opinions and possible complaints. Regarding availability and variety of offers, respondents desired customer centricity during the entire purchase journey, by believing that no restrictions should be placed on the range of products that may be ordered via OFODSs and that more attention should be paid to meeting specific needs related to food allergies.

Finally, the third dimension consists of the attainability of expectations, which involves both realistic (i.e. attainable) and unrealistic (i.e. difficult to meet) expectations. Regarding realistic expectations, many interviewees appreciated service providers' commitment and care regarding environmental and social sustainability. Respondents suggested the importance of sustainable packaging, recyclable or reusable containers and sustainable transport. Focus group participants were also willing to pay more for sustainable transport. Regarding social sustainability, interviewees expected greater attention to the most vulnerable social categories affected by the pandemic; for example, providing specific measures (e.g. discounts and free deliveries for food shopping) for older people or people with disabilities. In addition, more attention to riders' rights and dignity was emphasised. Unrealistic expectations fundamentally included skills to broaden their service range in geographical and clockwise terms. More specifically, several participants in focus groups customers noted that they would appreciate the opportunity for greater geographical coverage of peripheral areas with homogeneous product offerings. Further, customers expected high flexibility from service providers regarding additional time slots.

4.2 Content of customer expectations

The second objective of this study was to examine the content of the expectations of OFODSs. In this regard, the single categories (not the dimensions) were considered to analyse their content more in depth.

Implicit expectations are related to technical, social, economic and legal aspects. Specifically, punctuality, accuracy of delivery and quality of the delivered product depend on technical aspects of OFODSs, professionalism and kindness of service providers which are related to social aspects; appropriateness of the fee applied for the online purchase is closely related to economic aspects, and compliance with hygiene and safety regulations is connected to legal aspects. Explicit expectations are related to technological and – to a lesser degree – technical and economic aspects. Specifically, a multichannel service, customised product and delivery, and payment services depend on technological aspects. For product and service customisation, both technical and economic aspects are relevant.

Precise expectations, which include information about the service, depend on technical aspects of communication (both online and offline) and service delivery methods. Fuzzy expectations regarding after-sales contact as well as availability and variety of offer are related to social and technical aspects, respectively. Specifically, the possibility of complaining about poor service is a social and technological aspect to be considered, while the need to consider food allergies is a technical aspect to be met.

Finally, realistic expectations that include sustainable services and riders' rights refer to social and technological aspects. Unrealistic expectations (i.e. skills to broaden the service range) are related mainly to the economic and technological aspects of OFODSs.

4.3 Management strategies to improve service quality

Based on the identified categories of customer expectations, the following management strategies are suggested. Regarding implicit expectations, this research suggests that providers of OFODSs reassure (potential) customers about the essential presence of minimum conditions without which customer dissatisfaction could be generated. Suggested strategic actions to respond to customers' explicit expectations include flexibility, which is the ability to cope with qualitative variation in demand without incurring excessive cost increases. Even fuzzy expectations deserve adequate attention aimed at extrapolating aspects of service improvement capable of significantly increasing customer satisfaction and the competitiveness of the OFODS. The recommended approach involves searching for continuous improvement and recognising weak signals from the context and stakeholders. Educating customers is a strategic orientation to meet expectations. Through this activity, customers can fully comprehend the characteristics and unique properties of the product offered, as well as the delivery methods and times. This study suggests that OFODS providers implement an adaptation plan to customer requirements concerning realistic expectations. Customers' realistic expectations are potentially acceptable by all OFODS providers. Finally, carefully monitoring exceptions is a suitable strategic activity to respond to unrealistic expectations.

4.4 A framework for improving online food ordering and delivery service quality

Figure 1 depicts a framework for managing customer expectations regarding OFODS quality by combining the different customer expectations about these services with the management strategies proposed in this study to improve these services in the ongoing and post-pandemic situation. Specifically, this framework highlights (see the central section of Figure 1 ) the three main dimensions (basicness, accuracy and attainability of expectations) and the six categories (implicit, explicit, precise, fuzzy, realistic and unrealistic expectations) of customer expectations that should be considered to develop management strategies regarding OFODS quality. The 14 types of expectations that emerged from the focus groups are not shown in Figure 1 for clarity of presentation. Each of these dimensions and categories of expectation can affect service quality in connection with OFODSs. Figure 1 also illustrates (the external section in the centre of Figure 1 ) that customer expectations can refer to technical, social, economic, legal and technological aspects of OFODSs.

In addition, Figure 1 (the outermost section) presents the six management strategies that may be implemented to improve OFODS quality. This means that each OFODS provider's strategic actions should meet specific customer expectations to improve service quality.

The conceptual framework provides a starting point for quality management researchers, restaurants and catering business managers seeking to enhance the understanding of what customers desire over the short and long term in the face of ongoing threats.

5. Discussion

This study explored how customer expectations about OFODS quality can be managed. Concerning the first RQ (What do customers expect to receive from an OFODS?), this research identifies customer expectations and examines them in terms of content. First, this study reveals that customers have multiple expectations of OFODSs: most of these are clear and easily controllable by a service provider (explicit, precise and realistic expectations). However, others are undefined and thus barely controllable because of a lack of knowledge regarding what the customer expects (fuzzy expectations). Even if difficult to determine, discovering what customers consider obvious in service is fundamental for satisfaction (implicit expectations). Once this category of expectations is acknowledged, it is possible to prepare for expectations and positively influence customer satisfaction. Finally, while unrealistic expectations cannot be immediately fulfilled, they must be carefully monitored. These results align with those of Ojasalo (2001) , who conducted a study on professional services and demonstrated the possibility of extending this model to more analysis contexts. Indeed, this study categorises customer expectations of OFODSs according to this classification but proposes a more macroclassification by aggregating the expectations identified into three-dimensional axes: basicness, accuracy and attainability. These three dimensions fall along a continuum, in which implicit–explicit, precise–fuzzy and realistic–unrealistic represent the extremes between which a variety of expectations could be identified. This aspect highlights that expectations vary according to customer perceptions. For example, in terms of basicness, the same expectation could be perceived as more implicit or more explicit depending on the customer. In other words, customers always develop the expectations proposed in theory, but what changes is an expectation's intensity. During the focus group, participants repeatedly mentioned multiple implicit and explicit expectations rather than other types of expectations. Hence, it can be argued that many customers have clear ideas about what they desire (explicit expectations) and what they necessarily want (implicit expectations) from service providers ( Olsson et al ., 2021 ). Implicit expectations become evident when they are not met. Thus, the findings of this study suggest that customers may have experienced low service quality or a lack of service, if not a real disservice. Consequently, they have implicitly developed more expectations, which OFODS providers must monitor and meet, because, even if the fulfilment of expectations does not increase satisfaction, their partial or total absence will create a negative quality judgement by generating high dissatisfaction. In this sense, this research reveals the importance of examining OFODS apps in terms of satisfaction (e.g. Suhartanto et al ., 2019 ; Annaraud and Berezina, 2020 ) by paying specific attention to implicit expectations.

Second, with reference to the content of expectations, this research highlights technical, social, economic and legal aspects of OFODSs by confirming Mittilä and Järvelin's (2001) model and adding technological aspects as a further element of analysis. Given that four of the six categories identified – explicit, fuzzy, realistic and unrealistic – include technological aspects, this study emphasises the critical role of digitalisation in OFODS quality. In line with previous research (e.g. Al Amin et al ., 2021 ; Pal et al. , 2022 ), this study finds that online platforms and apps are preferred for ordering food; however, this research also emphasises the use of WhatsApp as an alternative sales channel, given its extensive use and user-friendly interface according to customers of all ages. In addition, all participants of various ages purchased OFODSs using different technologies. This result supports the technology acceptance model ( Davis, 1989 ; Venkatesh and Davis, 2000 ) in relation to OFODSs, according to which human behaviour towards acceptance of technology depends on its perceived ease of use, perceived usefulness and behavioural intention. The adoption of a multichannel approach using appealing and user-friendly apps (e.g. Kumar and Shah, 2021 ; Mehrolia et al ., 2021 ; Pal et al. , 2022 ) has enabled both customers and service providers such as restaurants and catering businesses to not only overcome the difficulties facing them because of lockdowns and physical distancing requirements but also – and especially – to take advantage of the opportunities that digitalisation offers.

Concerning the second RQ of this study (What actions can OFODS businesses undertake to meet customer expectations?), this research suggests different management strategies to meet the multiple expectations identified. More precisely, this analysis reveals customer reassurance, flexibility, continuous improvement, customer education, adaptation to customer requirements and monitoring exceptions as practical guidelines to help OFODS providers improve service quality during and after the pandemic. Restaurants and catering businesses should internally develop their skills and business practices to respond to customer expectations around technical, social, economic, legal and technological aspects. The results of this study can be used to project beyond the current situation by suggesting to OFODS providers a reference guide for similar future situations.

6. Implications

6.1 theoretical implications.

This study extends previous service management and consumer behaviour research on customer expectations (e.g. Boulding et al ., 1993 ; Walker, 1995 ; Ojasalo, 2001 ) by revealing three dimensions of expectations, each comprising two categories that fall along a continuum: (1) basicness of expectations (ranging from implicit to explicit), (2) accuracy of expectations (ranging from fuzzy to precise) and (3) attainability of expectations (ranging from realistic to unrealistic). In line with previous studies (e.g. Ojasalo, 2001 ), this research provides practical evidence that customer expectations of OFODS quality can be managed via a framework that includes implicit, explicit, precise, fuzzy, realistic and unrealistic expectations. Thus, this study theoretically supports the importance of classifying customer expectations to enhance service quality ( Edvardsson, 1998 ).

Previous research on service quality in OFODSs has measured the effect of various service quality dimensions on customer satisfaction (e.g. Koay et al ., 2022 ). By investigating in-depth customers' expectations regarding service quality in OFODSs, this study identifies further categories of expectations that pertain to the broader characteristics of the service provider, such as providers' commitment to environmental and social sustainability (e.g. Baratta and Simeoni, 2021 ).

This study also highlights that digitalisation, especially mobile apps, supports the importance of technological aspects by highlighting the interaction between service providers and customers in addition to the technical, social, economic and legal content of expectations (e.g. Mittilä and Järvelin, 2001 ).

The relevance of this study extends beyond the contingent situation, given that it proposes an initial framework for effectively managing customer expectations about OFODS quality that can be broadly used to manage these services during and in the early post-pandemic period.

6.2 Practical implications

This study provides guidelines for implementing the management strategies that emerged from the analysis. To meet implicit expectations of customer reassurance, OFODS providers should primarily invest in the following activities: (1) provide an accurate ordering collection system that enables precise calculation of processing and delivery times; (2) activate partnerships with research structures capable of developing specific equipment and containers suitable to contain and transport the product handled by the company; (3) aim for a harmonious increase in the quality and attractiveness of the products offered and delivered and (4) organise the training of internal staff and riders to increase their professionalism, courtesy and attention to compliance with health and hygiene standards, especially during a pandemic.

To meet explicit expectations of flexibility, technological innovations could be introduced in booking channels or payment systems by weighing the cost increase according to economic sustainability and business size. Further, OFODS quality could be designed to provide customers with multichannel services, such as a website, which should be user-friendly across any device (e.g. avoiding images or videos that hinder navigation), e-commerce and app. In addition to the direct channel, this study suggests that OFODS providers – especially small businesses – guarantee their presence on platforms by taking advantage of greater geographical coverage of peripheral local areas. This will enable customers to follow their orders in real time, monitor delays, consult reviews of other customers and make faster purchases.

To meet fuzzy expectations of service improvement, the recommended approach is to seek continuous improvement, which is the ability to recognise weak signals emerging from the context and stakeholders. To understand fuzzy expectations, management could (1) enhance relationships with customers by activating and constantly monitoring possible multichannels of communication with the customer; (2) provide for post-delivery contact aimed at assessing the degree of customer satisfaction and possibly addressing potential disservices; (3) interpret the information collected and signals from customers to identify actionable initiatives to improve the service and increase customer satisfaction and, consequently, the company's competitiveness; and (4) notify the customer of changes introduced to the OFODS so that they are aware of and can benefit from them.

To meet precise expectations of customer education, management should use social media and websites to communicate truthfully and transparently with the customer. This aspect carries significant weight, considering the central role of customer reviews when choosing an OFODS provider.

To meet realistic expectations of an adaptation plan, OFODS providers may have already begun to adapt their business to customer expectations, primarily when these expectations concern globally relevant topics such as digitalisation or sustainability. If OFODSs' commitment towards these topics is lower than customers expect, it will be necessary to identify specific initiatives to align with customer expectations.

Finally, to meet unrealistic expectations of monitoring exceptions, OFODS providers can explain to customers the aspects of a service that cannot be provided and the reasons for this. Further, as certain customer expectations occasionally conflict and are only partially acceptable, management must evaluate how to balance the satisfaction of these expectations against the firm's characteristics and value orientation. Consider, for example, an expectation expressed by focus group participants for expanding the geographical and hours-of-operation coverage of the activity of OFODS providers. This expectation implies strengthening the distribution system at the management level, which could be economically and socially unsustainable for the company's staff and riders.

7. Limitations and future research

This research is not without limitations. First, the choice of the sample was limited to Italian cases; second, the method used did not employ a random selection process. Therefore, the results of the interviews cannot be generalised.

Future research could overcome these limitations by interviewing more customers from different countries to highlight similarities and differences. In this vein, furthermore, a cross-cultural comparative analysis could be undertaken in future studies by analysing and comparing contexts where different food shopping cultures are present. Future studies could focus on various age groups coupled with specific technologies to emphasise differences in managing OFODSs based on customer expectations. While a few studies have focussed on the attitudes of younger consumers towards using food delivery apps and chatbots ( Dave and Trivedi, 2019 ; De Cicco et al ., 2021 ), they have overlooked seniors and other age groups. Since seniors generally experience more difficulty using new devices than younger people, more research should be conducted to study how people of different ages respond to new technologies when using OFODSs, focussing on generational differences. From a digitalisation perspective, future research could also examine drone food delivery services. To date, most scholars have examined attitudes and behavioural intentions towards using these services by highlighting the role of sustainability (e.g. Choe et al ., 2021 ; Hwang et al ., 2020 ; Khalil et al ., 2022 ). However, studies of customer expectations of these services are still lacking. Such studies could provide service providers with recommendations to better meet their customers' expectations and better satisfy them. Further, it would be interesting to examine how OFODS demand will evolve in the post-pandemic context, that is, whether demand will return to pre-pandemic levels and whether service providers such as restaurants will be able to maintain this kind of service and at what level, to meet customer expectations. Finally, with regard to the three dimensions of expectations proposed in this study, scholars could consider the assessment of expectations using a scale as a future research avenue.

Improving OFODS quality by managing customer expectations: a framework

Types of expectations from the service management literature

Profile of the participants to the focus group interviews

Types of expectations about OFODS quality

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Corresponding author

About the authors.

Angelo Bonfanti, Ph.D., is an associate professor of business management at the Department of Business Administration, the University of Verona (Italy). His current research interests include service management and marketing, especially hospitality and retail management, as well as social entrepreneurship. He has published articles in several journals such as Business Strategy and the Environment , European Management Journal , International Journal of Hospitality Management , International Journal of Quality and Service Sciences , International Journal of Retail and Distribution Management , Management Decision , Psychology & Marketing , and the TQM Journal .

Chiara Rossato, Ph.D., is an assistant professor of business management at the Department of Business Administration, the University of Verona (Italy). Her research interests include service management and strategic management. She has published articles in the following journals: Journal of Place Management and Development , Review of Managerial Science , the TQM Journal and Total Quality Management and Business Excellence .

Vania Vigolo, Ph.D., is an associate professor of business management at the Department of Business Administration, the University of Verona (Italy). Her research interests include tourist behavior, tourism and hospitality marketing, services marketing, and branding strategies. She has published works in several journals including International Journal of Hospitality Management , International Journal of Tourism Research , Journal of Environmental Management , Journal of Fashion Marketing and Management , Nonprofit and Voluntary Sector Quarterly , Psychology and Marketing and the TQM Journal .

Alfonso Vargas-Sánchez, Ph.D., is a full professor of strategic management at the University of Huelva (Spain), where he heads the research group on tourism, named Grupo de Investigación en Estrategias de Innovación y Desarrollo en la Empresa Turística (GEIDETUR). His current research interests include strategic management, tourism management and marketing. He has authored a number of articles published in journals such as Annals of Tourism Research , International Journal of Business Environment , International Journal of Contemporary Hospitality Management , Journal of Heritage Tourism , Journal of Hospitality Marketing and Management , Journal of Sustainable Tourism , Journal of Travel Research and Tourism Management.

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Written/paper submissions, for further information contact:, supplementary information:, human drug compounding, repackaging, and related activities regarding sections 503a and 503b of the federal food, drug, and cosmetic act, omb control number 0910-0858—extension, i. background, ii. guidances, a. radiopharmaceutical compounding and repackaging guidance, b. radiopharmaceutical compounding and repackaging by outsourcing facilities guidance, c. repackaging guidance, d. biological products guidance, iii. electronic product reporting to fda, enhanced content - submit public comment.

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Food and Drug Administration, HHS.

The Food and Drug Administration (FDA, Agency, or we) is announcing an opportunity for public comment on the proposed collection of certain information by the Agency. Under the Paperwork Reduction Act of 1995 (PRA), Federal Agencies are required to publish notice in the Federal Register concerning each proposed collection of information, including each proposed extension of an existing collection of information, and to allow 60 days for public comment in response to the notice. This notice solicits comments on information collection associated with Agency guidance documents pertaining to pharmacies, outsourcing facilities, and other entities with regard to human drug compounding, repackaging, and related activities.

Either electronic or written comments on the collection of information must be submitted by August 12, 2024.

You may submit comments as follows. Please note that late, untimely filed comments will not be considered. The https://www.regulations.gov electronic filing system will accept comments until 11:59 p.m. Eastern Time at the end of August 12, 2024. Comments received by mail/hand delivery/courier (for written/paper submissions) will be considered timely if they are received on or before that date.

Submit electronic comments in the following way:

• Federal eRulemaking Portal: https://www.regulations.gov . Follow the instructions for submitting comments. Comments submitted electronically, including attachments, to https://www.regulations.gov will be posted to the docket unchanged. Because your comment will be made public, you are solely responsible for ensuring that your comment does not include any confidential information that you or a third party may not wish to be posted, such as medical information, your or anyone else's Social Security number, or confidential business information, such as a manufacturing process. Please note that if you include your name, contact information, or other information that identifies you in the body of your comments, that information will be posted on https://www.regulations.gov .
• If you want to submit a comment with confidential information that you do not wish to be made available to the public, submit the comment as a written/paper submission and in the manner detailed (see “Written/Paper Submissions” and “Instructions”).

Submit written/paper submissions as follows:

• Mail/Hand Delivery/Courier (for written/paper submissions): Dockets Management Staff (HFA-305), Food and Drug Administration, 5630 Fishers Lane, Rm. 1061, Rockville, MD 20852.
• For written/paper comments submitted to the Dockets Management Staff, FDA will post your comment, as well as any attachments, except for information submitted, marked and identified, as confidential, if submitted as detailed in “Instructions.”

Instructions: All submissions received must include the Docket No. FDA-2024-N-2583 for “Human Drug Compounding, Repackaging, and Related Activities Regarding Sections 503A and 503B of the Federal Food, Drug, and Cosmetic Act.” Received comments, those filed in a timely manner (see ADDRESSES ), will be placed in the docket and, except for those submitted as “Confidential Submissions,” publicly viewable at https://www.regulations.gov or at the Dockets Management Staff between 9 a.m. and 4 p.m., Monday through Friday, 240-402-7500.

• Confidential Submissions—To submit a comment with confidential information that you do not wish to be made publicly available, submit your comments only as a written/paper submission. You should submit two copies total. One copy will include the information you claim to be confidential with a heading or cover note that states “THIS DOCUMENT CONTAINS CONFIDENTIAL INFORMATION.” The Agency will review this copy, including the claimed confidential information, in its consideration of comments. The second copy, which will have the claimed confidential information redacted/blacked out, will be available for public viewing and posted on https://www.regulations.gov . Submit Start Printed Page 49881 both copies to the Dockets Management Staff. If you do not wish your name and contact information to be made publicly available, you can provide this information on the cover sheet and not in the body of your comments and you must identify this information as “confidential.” Any information marked as “confidential” will not be disclosed except in accordance with 21 CFR 10.20 and other applicable disclosure law. For more information about FDA's posting of comments to public dockets, see 80 FR 56469 , September 18, 2015, or access the information at: https://www.govinfo.gov/​content/​pkg/​FR-2015-09-18/​pdf/​2015-23389.pdf .

Docket: For access to the docket to read background documents or the electronic and written/paper comments received, go to https://www.regulations.gov and insert the docket number, found in brackets in the heading of this document, into the “Search” box and follow the prompts and/or go to the Dockets Management Staff, 5630 Fishers Lane, Rm. 1061, Rockville, MD 20852, 240-402-7500.

Rachel Showalter, Office of Operations, Food and Drug Administration, Three White Flint North, 10A-12M, 11601 Landsdown St., North Bethesda, MD 20852, 240-994-7399, [email protected] .

Under the PRA ( 44 U.S.C. 3501-3521 ), Federal Agencies must obtain approval from the Office of Management and Budget (OMB) for each collection of information they conduct or sponsor. “Collection of information” is defined in 44 U.S.C. 3502(3) and 5 CFR 1320.3(c) and includes Agency requests or requirements that members of the public submit reports, keep records, or provide information to a third party. Section 3506(c)(2)(A) of the PRA ( 44 U.S.C. 3506(c)(2)(A) ) requires Federal Agencies to provide a 60-day notice in the Federal Register concerning each proposed collection of information, including each proposed extension of an existing collection of information, before submitting the collection to OMB for approval. To comply with this requirement, FDA is publishing notice of the proposed collection of information set forth in this document.

With respect to the following collection of information, FDA invites comments on these topics: (1) whether the proposed collection of information is necessary for the proper performance of FDA's functions, including whether the information will have practical utility; (2) the accuracy of FDA's estimate of the burden of the proposed collection of information, including the validity of the methodology and assumptions used; (3) ways to enhance the quality, utility, and clarity of the information to be collected; and (4) ways to minimize the burden of the collection of information on respondents, including through the use of automated collection techniques, when appropriate, and other forms of information technology.

This information collection helps support implementation of sections 503A and 503B of the Federal Food, Drug, and Cosmetic Act (FD&C Act) ( 21 U.S.C. 353a and 21 U.S.C. 353b ), which govern compounding by pharmacies, outsourcing facilities, and other entities. Compounding is generally a practice in which a licensed pharmacist, a licensed physician, or, in the case of an outsourcing facility, a person under the supervision of a licensed pharmacist, combines, mixes, or alters ingredients of a drug to create a medication tailored to the needs of an individual patient. Although compounded drugs can serve an important medical need for certain patients, they also present risks to patients. FDA's compounding program aims to protect patients from unsafe, ineffective, and poor-quality compounded drugs, while preserving access to lawfully marketed compounded drugs for patients who have a medical need for them. Respondents to the information collection are pharmacies, outsourcing facilities, and other entities.

To assist respondents in complying with statutory requirements, we have issued the following topic-specific guidance documents:

These guidance documents were issued consistent with FDA's good guidance practice regulations in 21 CFR 10.115 , which provide for public comment at any time. The guidance documents communicate FDA's current thinking on the respective topics and include information collection that may result in expenditures of time and effort by respondents. In FDA's notices of availability for the guidance documents, we also solicited public comment under the PRA on the information collection provisions. FDA has developed and maintains a searchable guidance database available at https://www.fda.gov/​regulatory-information/​search-fda-guidance-documents . Guidance documents covered by this information collection may be found by choosing “Center for Drug Evaluation and Research” from among the FDA Organizations, and by selecting the term Start Printed Page 49882 “Compounding” from among the possible Filters. [ 1 ]

Because Congress explicitly excluded radiopharmaceuticals from section 503A of the FD&C Act (see section 503A(d)(2)), compounded radiopharmaceuticals are not eligible for the exemptions under section 503A from section 505 of the FD&C Act ( 21 U.S.C. 355 ) (concerning new drug approval requirements), section 502(f)(1) of the FD&C Act ( 21 U.S.C. 352(f)(1) ) (concerning labeling with adequate directions for use), and section 501(a)(2)(B) of the FD&C Act ( 21 U.S.C. 351(a)(2) B)) (concerning current good manufacturing practice (CGMP) requirements). In addition, the FD&C Act does not provide an exemption for repackaged radiopharmaceuticals. The guidance describes the conditions under which FDA does not intend to take action for violations of sections 505, 502(f)(1), and 501(a)(2)(B) of the FD&C Act when a State-licensed nuclear pharmacy, Federal facility, or other facility that is not an outsourcing facility and that holds a radioactive materials license for medical use issued by the Nuclear Regulatory Commission or by an Agreement State compounds or repackages radiopharmaceuticals for human use. The guidance explains that one condition is that the compounded radiopharmaceutical is not essentially a copy of an approved radiopharmaceutical. As described in the guidance, FDA does not intend to consider a compounded radiopharmaceutical to be essentially a copy if, among other reasons, there is a change between the compounded radiopharmaceutical and the approved radiopharmaceutical that produces a clinical difference for an identified individual patient, as determined by the prescribing practitioner and documented in writing on the prescription or order. In addition, FDA does not intend to consider a compounded radiopharmaceutical to be essentially a copy if the FDA-approved radiopharmaceutical is on FDA's drug shortage list (see section 506E of the FD&C Act ( 21 U.S.C. 356e )) at the time of compounding and distribution. If the facility compounded a drug that is identical or nearly identical to an approved drug product that appeared on FDA's drug shortage list, the facility should maintain documentation ( e.g., a notation on the order for the compounded drug) regarding the status of the drug on FDA's drug shortage list at the time of compounding, distribution, and dispensing.

In contrast to section 503A, section 503B of the FD&C Act does not exclude radiopharmaceuticals. Therefore, FDA's overall policies regarding section 503B of the FD&C Act apply to the compounding of radiopharmaceuticals. However, we have developed specific policies that apply only to the compounding of radiopharmaceuticals by outsourcing facilities using bulk drug substances and to the compounding of radiopharmaceuticals by outsourcing facilities that are essentially copies of approved drugs when such compounding is limited to minor deviations, as that term is defined in the guidance. FDA issued this guidance in part to describe the conditions under which the Agency does not generally intend to take action for violations of sections 505 and 502(f)(1) of the FD&C Act when an outsourcing facility repackages radiopharmaceuticals for human use.

As discussed in the guidance, one condition is that if a radiopharmaceutical is repackaged by an outsourcing facility, the label on the immediate container (primary packaging, e.g., the syringe) of the repackaged product includes certain information.

The guidance describes the conditions under which FDA does not intend to take action for violations of sections 505 (concerning new drug applications), 502(f)(1) (concerning labeling with adequate directions for use), 582 (( 21 U.S.C. 360eee-1 ) concerning drug supply chain security requirements), and (where specified in the guidance) 501(a)(2)(B) of the FD&C Act (concerning CGMPs), when a State-licensed pharmacy, Federal facility, or outsourcing facility repackages certain prescription drugs. One condition discussed in the guidance is that if a drug is repackaged by an outsourcing facility, the label on the immediate container (primary packaging, e.g., the syringe) of the repackaged product includes certain information described in the guidance.

Conditions discussed in the guidance include that if a drug is repackaged by an outsourcing facility, the label on the immediate container (primary packaging, e.g., the syringe) and on the container from which the individual units are removed for administration (secondary packaging, e.g., the bag, box, or other package in which the repackaged products are distributed) of the repackaged product include certain information described in the guidance.

Certain licensed biological products may sometimes be mixed, diluted, or repackaged in a way not described in the approved labeling for the product to meet the needs of a specific patient. As described in the guidance, biological products subject to licensure under section 351 of the Public Health Service (PHS) Act ( 42 U.S.C. 262 ) are not eligible for the statutory exemptions available to certain compounded drugs under sections 503A and 503B of the FD&C Act. In addition, a biological product that is mixed, diluted, or repackaged outside the scope of an approved biologics license application (BLA) is considered an unlicensed biological product under section 351 of the PHS Act.

This guidance document describes several conditions under which FDA does not intend to take action for violations of section 351 of the PHS Act and sections 502(f)(1), 582, and (where specified) 501(a)(2)(B) of the FD&C Act, when a State-licensed pharmacy, a Federal facility, or an outsourcing facility dilutes, mixes, or repackages certain biological products outside the scope of an approved BLA.

One condition discussed in the guidance is that if the labeling for the licensed biological product includes storage instructions, handling instructions, or both ( e.g., protect from light, do not freeze, keep at specified storage temperature), the labeling for the biological product that is mixed, diluted, or repackaged specifies the same storage conditions. Another condition described in the guidance is that, if the biological product is mixed, diluted, or repackaged by an outsourcing facility, the label on the immediate container (primary packaging, e.g., the syringe) of the mixed, diluted, or repackaged product includes certain information described in the guidance. In addition, the guidance communicates that as a condition for biological products mixed, diluted, or repackaged by an outsourcing facility that, if the immediate product label is too small to bear the active and inactive ingredients, such information is included on the label of the container from which the Start Printed Page 49883 individual units are removed for administration (secondary packaging, e.g., the bag, box, or other package in which the mixed, diluted, or repackaged biological products are distributed).

The guidance also communicates FDA's thinking about the condition for biological products mixed, diluted, or repackaged by an outsourcing facility that the label on the container from which the individual units are removed for administration include directions for use. These directions include, as appropriate, the dosage and administration and the following information to facilitate adverse event reporting: https://www.fda.gov/​medwatch and 1-800-FDA-1088.

Finally, another condition described in the guidance is that outsourcing facilities maintain records of the testing performed in accordance with “Appendix A—Assigning a BUD for Repackaged Biological Products Based on Stability Testing” of the guidance for biological products repackaged by outsourcing facilities for which the beyond use date (BUD) is established based on a stability program conducted in accordance with Appendix A.

Section III.C of the guidance, “Licensed Allergenic Extracts for Subcutaneous Immunotherapy,” discusses the preparation of prescription sets ( i.e., licensed allergenic extracts that are mixed and diluted to provide subcutaneous immunotherapy to an individual patient) by a physician, a State-licensed pharmacy, a Federal facility, or an outsourcing facility. Another condition described in the guidance is that if the prescription set is prepared by an outsourcing facility, the label of the container from which the individual units of the prescription set are removed for administration (secondary packaging) includes the following information to facilitate adverse event reporting: https://www.fda.gov/​medwatch and 1-800-FDA-1088. Each prescription set prepared by an outsourcing facility is also accompanied by instructions for use.

Outsourcing facilities submit their initial and biannual product reports identifying drug products repackaged during the previous 6-month period to FDA via the Agency's electronic Drug Registration and Listing System (eDRLS) as explained in the Radiopharmaceutical Compounding and Repackaging Guidance by Outsourcing Facilities and the Repackaging Guidance. Also, we expect to receive no waiver requests from the electronic submission process for initial product reports and semiannual reports.

We estimate the burden of this information collection as follows:

For purposes of our analysis, we characterize the burden associated with the time and effort expended on the information collection recommendations discussed in the respective guidance documents as either recordkeeping, reporting, or third-party disclosure activities. We reconfigured the original table by splitting it into three tables to better differentiate between the estimated annual recordkeeping burden, the estimated annual reporting burden, and the estimated annual third-party disclosure burden. At the same time, our findings show that compliance with recordkeeping requirements applicable to compounded and repackaged drug products is standard practice in the compounding and selling of these drug products under States' pharmacy laws and other State laws governing recordkeeping by healthcare professionals and healthcare facilities. Therefore, we excluded from our estimate recordkeeping practices discussed in the respective guidance documents we consider usual and customary. We invite comment on this assumption.

For the Repackaging Guidance, to correct a clerical error, we have adjusted the number of disclosures per respondent from 21 to 36 because each respondent is estimated to average 6 different products and average 6 different strengths, which requires 36 (6 × 6) unique labels per respondent. The initial narrative reflected that each product would come in 6 different strengths and thus require 6 unique labels, but due to a clerical error, this information was not correctly included in the table. We also adjusted the number of respondents to 6 to match the number of respondents designing, testing, and producing labels. In addition, we adjusted the total number of disclosures per respondent to 2 given the biannual reporting requirement.

For the Radiopharmaceutical Compounding and Repackaging by Outsourcing Facilities Guidance, a row for biannual product reporting was added to capture product reporting that was inadvertently omitted.

Our estimated burden for the information collection reflects constant respondent numbers. The original numbers were based on the information the program received from product reporting data. We do not have a mechanism in place to determine whether or not these numbers have fluctuated upward or downward; however, based on analogous observations of industry through program experience (some product reports), we believe these numbers are constant. Repackagers who are also registered as outsourcing facilities (OF) are not entity types that are individually regulated as repackagers. They are subsumed in the OF entity type and not easily distinguishable. They may or may not report their repackaging operations.

We are updating the information collection to include burden attendant to reporting and disclosure recommendations found in the Agency guidance documents that was inadvertently omitted in the original information collection due to clerical errors. The burden estimate is adjusted to reflect a resulting increase of 114 hours and 94 responses annually.

Dated: June 6, 2024.

Lauren K. Roth,

Associate Commissioner for Policy.

1.  Guidance documents applicable to animal drug compounding regulated by the Center for Veterinary Medicine would also be returned if no FDA Organization is selected; this information collection covers only those compounding guidance documents issued by the Center for Drug Evaluation and Research and Center for Biologics Evaluation and Research.

[ FR Doc. 2024-12783 Filed 6-11-24; 8:45 am]

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