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引用次数: 0
摘要
在线劳务平台广泛实施算法控制,以确保工人始终如一地提供优质服务。然而,大量证据表明,在算法的严密监控下,平台工人仍会出现以客户为导向的偏差行为,这就对算法控制的有效性提出了质疑。因此,我们借鉴 "自我耗竭 "理论,研究算法控制为何以及何时无法减少工人对客户的不良行为这一关键问题。本研究分三个阶段对中国的 377 名顺风车司机进行了在线问卷调查。数据采用 PROCESS 宏模型进行分析。结果表明,算法控制过度消耗了司机有限的自我控制资源,使其陷入自我耗竭状态,控制能力低下,从而为更多的偏差行为创造了条件。算法透明度减轻了算法控制对自我耗竭的影响,而对平台工作的经济依赖则减轻了自我耗竭对客户导向偏差的影响。当算法透明度和财务依赖性都较低时,自我消耗的间接影响最为明显。我们揭示了算法控制对工人客户导向偏差行为的意外促进影响的中介机制和边界条件,为优化算法控制系统设计和减少客户导向偏差行为提供了可行的方向。
Does algorithmic control facilitate platform workers’ deviant behavior toward customers? The ego depletion perspective
Online labor platforms widely implement algorithmic control to ensure that workers consistently deliver quality services. However, extensive evidence suggests that platform workers under the tight monitoring of algorithms still engage in customer-directed deviant behavior, which raises questions about the effectiveness of algorithmic control. Thus, we draw on ego depletion theory to examine the critical issue of why and when algorithmic control fails to reduce workers' undesirable behavior toward customers. This study conducted a three-phase online questionnaire survey with 377 ride-hailing drivers in China. Data were analyzed using the PROCESS macro model. The results show that algorithmic control excessively drains workers' limited self-control resources and drives them into an ego-depleted state with low control ability, which further creates conditions for more deviance. Algorithmic transparency alleviates the influence of algorithmic control on ego depletion, whereas financial dependence on platform work mitigates the impact of ego depletion on customer-directed deviance. The indirect effect of ego depletion is most pronounced when both algorithmic transparency and financial dependence are lower. We shed light on the mediating mechanism and boundary conditions of the unexpected facilitating influence of algorithmic control on workers’ customer-directed deviant behavior, providing feasible directions for optimizing algorithmic control system design and reducing customer-directed deviant behavior.
期刊介绍:
Computers in Human Behavior is a scholarly journal that explores the psychological aspects of computer use. It covers original theoretical works, research reports, literature reviews, and software and book reviews. The journal examines both the use of computers in psychology, psychiatry, and related fields, and the psychological impact of computer use on individuals, groups, and society. Articles discuss topics such as professional practice, training, research, human development, learning, cognition, personality, and social interactions. It focuses on human interactions with computers, considering the computer as a medium through which human behaviors are shaped and expressed. Professionals interested in the psychological aspects of computer use will find this journal valuable, even with limited knowledge of computers.