How algorithms make the workplace -- A qualitative analysis of Chinese couriers

Abstract

The COVID-19 pandemic has given the global e-commerce market a strong boost, of which China has the largest share and is growing rapidly. Concerns have been raised about intensified work stress and its consequences on health and safety among Chinese couriers. Sociological research of work and occupations has offered important insights into the labour process and politics of the gig economy, although how exactly the workers perceive and respond to technology-driven structural changes remains less clear. We conducted 14 semi-structured interviews with frontline couriers in May-June 2021 in China and interpreted the emerged themes following the Job Demands-Resources (JD-R) model. Four major work-stressor themes were identified: customer sovereignty, algorithmic management, economic precarity and networked support. These work conditions rarely worked alone. Technological, managerial and customer controlling mechanisms reinforced each other and increased work stress. In the absence of adequate organizational support, workers found support and resources through personal networks.