A Thematic Review on Using Food Delivery Services during the Pandemic: Insights for the Post-COVID-19 Era

Abstract

The food delivery service is the most typical and visible example of online-to-offline (O2O) commerce. More consumers are using food delivery services for various reasons during the COVID-19 pandemic, making this business model viral worldwide. In the post-pandemic era, offering food delivery services will become the new normal for restaurants. Although a growing number of publications have focused on consumer behavior in this issue, no review paper has addressed current research and industry trends. Thus, this paper aims to review the literature published from 2020 to the present (October 2022) on consumers’ use of food delivery services during the pandemic. A thematic review was conducted, with 40 articles searched from Scopus and Web of Science being included. Quantitative findings showed current research trends, and thematic analyses formed eight themes of factors influencing consumer behavior: (1) technical and utilitarian factors, (2) system-related attributes, (3) emotional and hedonic factors, (4) individual characteristics, (5) service quality, (6) risk-related factors, (7) social factors, and (8) food-related attributes. The paper also emphasizes COVID-19-related influences and suggests promising future research directions. The results offer insights into industry practices and starting points for future research.