Customer sovereignty, algorithmic management, economic precarity and networked support: A Job Demands-Resources analysis of stress and response among Chinese couriers

IntroductionTechnology is an important social determinant of health that has so far been poorly understood. Nevertheless, technologies such as algorithms and artificial intelligence are rapidly changing how work is organised and managed globally. Courier work is one of the most affected occupations due to the common use of digital labour platforms. This study will explore how AM shapes Chinese couriers work experience and engenders health inequity. MethodWe conducted 15 in-depth interviews with couriers in May-June 2021 in China. Thematic analysis was completed using Nvivo 12. ResultsAM can introduce new work stressors and interact with existing factors to alleviate or intensify work stress. Couriers responses to AM and its effects varied as some felt motivated while others frustrated. Key themes emerged from the interviews included App the "boss", Unequal exposure to AM and the role of human support, New work stressors of AM - Dehumanisation and Datafication, Job stressors intensified by AM and Varying individual response to AM. App the boss described how the couriers felt when managed by algorithms. Employed, gig and agency couriers had different exposure to AM and human support of different quality. Dehumanisation characterizes how algorithmic systems fulfil managerial functions in ways that differ from managers qualitatively or quantitatively. Datafication refers to the conversion of real-world information and user behaviour into data and being input in the system to assist automated decision-making. Couriers also reported that the use of digital methods could intensify some work stressors, e.g. time pressure and customer behaviour. Nevertheless, some couriers reported that AM provided new job resources, e.g. flexible hours, job opportunities, pay transparency, and bypassing office politics. ConclusionThis paper identified key work stressors of AM and explored how AM interacts with existing work stressors to shape Chinese couriers work experience. Dehumanisation could reduce the quality of support and their sense of relatedness to the workplace. Datafication or extraction of data from workers and lack of transparency led to concerns about potential discrimination, workplace unfairness and power imbalance. Couriers responses to AM varied and future research should take such heterogeneity into account.