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Productivity of gig workers on crowdsourcing platforms through artificial intelligence and gamification: a multi-theoretical approach

Abhishek Behl (Jindal Global Business School, OP Jindal Global University, Sonipat, India)
Brinda Sampat (NMIMS Global Access School for Continuing Education, NMIMS University, Mumbai, India)
Sahil Raj (School of Management Studies, Punjabi University, Patiala, India)

The TQM Journal

ISSN: 1754-2731

Article publication date: 8 October 2021




Gig workers form the backbone of any crowdsourcing platform where they showcase their talent and choose a job of their choice and freedom. The study explores the role of information quality (IQ) and social-mediated dialogue (SMD) in evaluating gig worker engagement and productivity on crowdsourcing platforms. The authors also propose to understand how gig worker productivity could be improved under the moderating effect of game elements.


A conceptual model was developed and empirically tested by integrating media richness theory and dialogic public relation theory. Data were collected from gig workers that are involved in crowdsourcing activities for the past three years. An overall sample of 346 gig workers contributing to at least one of the crowdsourcing platforms was collected. The authors tested the hypotheses using Warp PLS 7.0. Warp PLS 7.0 uses partial least square (PLS) structured equation modeling (SEM) and has been used widely to test path analytical models.


Results reveal that the information quality plays an essential role in the SMD, thereby fostering gig workers' productivity and engagement, which could be improved in the presence of game elements due to their nature of supporting rewards. However, engagement in the platform leading to improved productivity was not supported.

Practical implications

The study lays practical foundations for crowdsourcing platforms as it sets the importance of both IQ and dialogic communication channels. The two-way communication between gig workers and the platforms via accurate, timely, valuable and reliable information forms the key to the task's success. The introduction of the right game element will help to achieve better engagement and productivity.


This study also offers a new dimension to media richness theory and dialogic public relation theory in crowdsourcing platforms. The results would help platform designers and gig employers understand gig workers' quality and performance in a platform economy. The study uniquely positions itself in the area of crowdsourcing platforms by using game elements.



Behl, A., Sampat, B. and Raj, S. (2021), "Productivity of gig workers on crowdsourcing platforms through artificial intelligence and gamification: a multi-theoretical approach", The TQM Journal, Vol. ahead-of-print No. ahead-of-print.



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