Dark sides of algorithmic control in app-based gig work: An objectification perspective

IF 10.5 1区管理学 Q1 BUSINESS

Journal of Business Research Pub Date : 2025-04-21 DOI:10.1016/j.jbusres.2025.115407

Yihao Yang , Ming Chi , Xinhua Bi , Yongshun Xu

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引用次数: 0

Abstract

App-based gig work (app-work) relies on algorithmic control (AC) to enhance operational efficiency and minimize costs. While flexible, app-work raises concerns regarding workers’ well-being and performance. Applying the stressor-strain-outcome framework, this study examines the relationship between AC and app-workers’ proactive customer service performance (PCSP) from an objectification perspective. AC can lead to organizational and self-objectification, diminishing workers’ motivation to engage in proactive customer service. This study uses a mixed-methods approach, combining quantitative data from 300 (Study 1) and qualitative insights from 25 app-workers (Study 2). A negative relationship exists between AC and PCSP, mediated by organizational and self-objectification. Coworker support moderates the impact of AC on organizational and self-objectification. Study 2 identifies contextual factors that may influence the verified relationships, providing insights into the research phenomenon. This research contributes to understanding app-workers’ psychological and behavioral responses to AC.

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基于应用程序的零工工作中算法控制的阴暗面：客观化视角

基于应用程序的零工工作（app-work）依靠算法控制（AC）来提高运营效率并最大限度地降低成本。虽然灵活，但“app-work”引发了人们对员工幸福感和工作表现的担忧。本研究运用压力源-应变-结果框架，从客观化的角度考察了交流与应用工作者主动客户服务绩效之间的关系。交流会导致组织和自我客观化，降低员工积极参与客户服务的动机。本研究采用混合方法，结合了来自300名应用工作者的定量数据（研究1）和来自25名应用工作者的定性见解（研究2）。AC和PCSP之间存在负相关关系，受组织和自我客观化的中介作用。同事支持调节交流对组织和自我客观化的影响。研究2确定了可能影响已验证关系的上下文因素，为研究现象提供了见解。本研究有助于了解应用工作者对交流的心理和行为反应。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Business Research BUSINESS-

CiteScore

20.30

自引率

10.60%

发文量

956

期刊介绍： The Journal of Business Research aims to publish research that is rigorous, relevant, and potentially impactful. It examines a wide variety of business decision contexts, processes, and activities, developing insights that are meaningful for theory, practice, and/or society at large. The research is intended to generate meaningful debates in academia and practice, that are thought provoking and have the potential to make a difference to conceptual thinking and/or practice. The Journal is published for a broad range of stakeholders, including scholars, researchers, executives, and policy makers. It aids the application of its research to practical situations and theoretical findings to the reality of the business world as well as to society. The Journal is abstracted and indexed in several databases, including Social Sciences Citation Index, ANBAR, Current Contents, Management Contents, Management Literature in Brief, PsycINFO, Information Service, RePEc, Academic Journal Guide, ABI/Inform, INSPEC, etc.