算法控制、表面顺从与零工工作者服务绩效：压力感知的调节作用

摘要/Abstract

摘要： 新零工经济时代，算法成为平台企业与零工工作者连系的重要纽带，也成为平台企业对零工工作者管控、奖惩的关键途径。算法控制下的零工工作者以完成任务为导向，缺乏对平台企业的情感承诺，倾向于通过表面顺从来应对算法控制，从而产生了较低的服务绩效。基于资源保存理论，本研究拟探索算法控制下零工工作者的表面顺从行为，并检验其在算法控制与服务绩效之间的中介作用。此外，本研究还发现零工工作者的挑战性压力感知和妨碍性压力感知对算法控制与表面顺从之间的关系具有调节作用。实证研究结果表明，算法控制能够正向促进零工工作者的表面顺从，而表面顺从则引发较低的服务绩效；但当零工工作者感知算法控制为挑战性压力时，算法控制会降低员工的表面顺从行为；而对于将算法控制感知为妨碍性压力时，算法控制会加剧员工的表面顺从行为。上述结果揭示了算法控制下零工工作者的行为策略及心理感知，对平台企业优化算法控制策略和平台生态系统有一定的实践启示。

关键词: 算法控制, 表面顺从, 服务绩效, 挑战性压力感知, 妨碍性压力感知

Abstract: In the era of the new gig economy, algorithms have become a crucial link between platform enterprises and gig workers, serving as a key mechanism for controlling and rewarding gig workers. Gig workers under algorithm control are task-oriented and lack emotional commitment to the platform enterprises, leading them to respond to algorithm control through surface compliance and resulting in lower service performance. Drawing upon resource conservation theory, this study aims to explore facades of conformity behavior of gig workers under algorithm control and examines its mediating role between algorithm control and service performance. Additionally, this study finds that the perceived challenge and hindrance stress of gig workers moderate the relationship between algorithm control and surface compliance. The empirical findings suggest that algorithm control positively promotes gig workers’ facades of conformity, which in turn leads to lower service performance. However, when gig workers perceive algorithm control as a challenging stress, it reduces their facades of conformity behavior. On the other hand, perceiving algorithm control as hindrance stress intensifies gig workers’ surface compliance. These results provide insights into the behavioral strategies and psychological perceptions of gig workers under algorithm control, offering practical implications for platform enterprises to optimize algorithm control strategies and the platform ecosystem.

Key words: algorithmic control, facades of conformity, gig workers' service performance, perception of challenge stress, perception of hindrance stress

郭彤梅, 郭秋云. 算法控制、表面顺从与零工工作者服务绩效：压力感知的调节作用[J]. 管理评论, 2024, 36(11): 194-205.

Guo Tongmei, Guo Qiuyun. Algorithmic Control, Facades of Conformity and Gig Workers' Service Performance: The Moderating Effects of Perception of Challenge and Hindrance Stress[J]. Management Review, 2024, 36(11): 194-205.

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