Impacts of perceived behavior control and emotional labor on gig workers

Elizabeth B. Marquis; Sangmi Kim; Rasha Alahmad; Casey S. Pierce; Lionel P. Robert

doi:10.1145/3272973.3274065

Impacts of perceived behavior control and emotional labor on gig workers

Elizabeth B. Marquis, Sangmi Kim, Rasha Alahmad, Casey S. Pierce, Lionel P. Robert

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

34 Scopus citations

Abstract

Gig economy workers enjoy flexibility in choosing certain aspects of their work. Nonetheless, platform companies still need to control workers’ behaviors to scale their business and ensure customers quality service. Mechanisms of control have been widely studied in traditional organizations; however, work in the gig economy differs from traditional organizations in that the role of a human supervisor is replaced with digital systems. Thus, there is reason to suspect that our traditional theories of control may not hold for new forms of work in the gig economy. To address these concerns, this study examines how gig economy workers, specifically Uber drivers, perceive behavior control and its effect on their job satisfaction. Our results suggest that emotional labor mediates the relationship between perceived behavior control and job satisfaction.

Original language	English
Title of host publication	CSCW 2018 Companion - Companion of the 2018 ACM Conference on Computer Supported Cooperative Work and Social Computing
Publisher	Association for Computing Machinery
Pages	241-244
Number of pages	4
ISBN (Electronic)	9781450360180
DOIs	https://doi.org/10.1145/3272973.3274065
State	Published - 30 Oct 2018
Externally published	Yes
Event	21st ACM Conference on Computer-Supported Cooperative Work and Social Computing, CSCW 2018 - Jersey City, United States Duration: 3 Nov 2018 → 7 Nov 2018

Publication series

Name	Proceedings of the ACM Conference on Computer Supported Cooperative Work, CSCW

Conference

Conference	21st ACM Conference on Computer-Supported Cooperative Work and Social Computing, CSCW 2018
Country/Territory	United States
City	Jersey City
Period	3/11/18 → 7/11/18

Bibliographical note

Publisher Copyright:
Copyright is held by the author/owner(s).

Keywords

Control
Emotional labor
Gig economy workers

ASJC Scopus subject areas

Software
Computer Networks and Communications
Human-Computer Interaction

Access to Document

10.1145/3272973.3274065

Cite this

Marquis, E. B., Kim, S., Alahmad, R., Pierce, C. S., & Robert, L. P. (2018). Impacts of perceived behavior control and emotional labor on gig workers. In CSCW 2018 Companion - Companion of the 2018 ACM Conference on Computer Supported Cooperative Work and Social Computing (pp. 241-244). (Proceedings of the ACM Conference on Computer Supported Cooperative Work, CSCW). Association for Computing Machinery. https://doi.org/10.1145/3272973.3274065

Marquis, Elizabeth B. ; Kim, Sangmi ; Alahmad, Rasha et al. / Impacts of perceived behavior control and emotional labor on gig workers. CSCW 2018 Companion - Companion of the 2018 ACM Conference on Computer Supported Cooperative Work and Social Computing. Association for Computing Machinery, 2018. pp. 241-244 (Proceedings of the ACM Conference on Computer Supported Cooperative Work, CSCW).

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keywords = "Control, Emotional labor, Gig economy workers",

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Marquis, EB, Kim, S, Alahmad, R, Pierce, CS & Robert, LP 2018, Impacts of perceived behavior control and emotional labor on gig workers. in CSCW 2018 Companion - Companion of the 2018 ACM Conference on Computer Supported Cooperative Work and Social Computing. Proceedings of the ACM Conference on Computer Supported Cooperative Work, CSCW, Association for Computing Machinery, pp. 241-244, 21st ACM Conference on Computer-Supported Cooperative Work and Social Computing, CSCW 2018, Jersey City, United States, 3/11/18. https://doi.org/10.1145/3272973.3274065

Impacts of perceived behavior control and emotional labor on gig workers. / Marquis, Elizabeth B.; Kim, Sangmi; Alahmad, Rasha et al.
CSCW 2018 Companion - Companion of the 2018 ACM Conference on Computer Supported Cooperative Work and Social Computing. Association for Computing Machinery, 2018. p. 241-244 (Proceedings of the ACM Conference on Computer Supported Cooperative Work, CSCW).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

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AB - Gig economy workers enjoy flexibility in choosing certain aspects of their work. Nonetheless, platform companies still need to control workers’ behaviors to scale their business and ensure customers quality service. Mechanisms of control have been widely studied in traditional organizations; however, work in the gig economy differs from traditional organizations in that the role of a human supervisor is replaced with digital systems. Thus, there is reason to suspect that our traditional theories of control may not hold for new forms of work in the gig economy. To address these concerns, this study examines how gig economy workers, specifically Uber drivers, perceive behavior control and its effect on their job satisfaction. Our results suggest that emotional labor mediates the relationship between perceived behavior control and job satisfaction.

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Marquis EB, Kim S, Alahmad R, Pierce CS, Robert LP. Impacts of perceived behavior control and emotional labor on gig workers. In CSCW 2018 Companion - Companion of the 2018 ACM Conference on Computer Supported Cooperative Work and Social Computing. Association for Computing Machinery. 2018. p. 241-244. (Proceedings of the ACM Conference on Computer Supported Cooperative Work, CSCW). doi: 10.1145/3272973.3274065

Impacts of perceived behavior control and emotional labor on gig workers

Abstract

Publication series

Conference

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

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Cite this