ABSTRACT
Due to the spike in online-retail demand during the pandemic, couriers confront increased workload and safety concerns, posing significant social-sustainability challenges for courier companies. This study explores the impact of social-sustainability practices on couriers' job satisfaction in the context of the COVID-19 pandemic. We designed the research model from the theoretical lens of Maslow's hierarchy of needs, equity, and psychological-safety theories. We collected the views of 428 couriers from the Chinese market, where there is a developed e-commerce industry. The structural-equation-model analysis results found that social-sustainability practices such as working environment, working conditions, health and safety, education, and training positively affected the job satisfaction of couriers during the pandemic through the mediators (psychological safety and perceived fairness). These findings provide empirical recommendations for improving employees' job satisfaction in courier companies during COVID-19 and addressing the social-sustainability issues of courier companies.