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Signs like "Please rate me five stars" point to a growing problem with businesses in the on-demand economy of app-based services

admin2023-02-22  50
问题     Signs like "Please rate me five stars" point to a growing problem with businesses in the on-demand economy of app-based services like Uber, Airbnb, and TaskRabbit. These companies rely on customer ratings systems that often require workers to maintain near-perfect reviews. If an Uber driver falls below a certain point, he’ll be deactivated.
    【B16】_____________________
    This work extends beyond good customer service: It involves actively reshaping a worker’s inner emotional life to conform to employers’ and customers’ expectations of emotional performance.
    【B17】____________________
    Learning to control their own emotions at the behest of the airline became such second nature to the flight attendants that they began to manage their feelings in their personal lives in a similar fashion.
    Hochschild and other sociologists have noted that emotional labor in the service of work often pro-duces "emotional dissonance"—a conflict between how workers really feel and the surface feelings they’re expected to perform as part of a job.【B18】__________________
    Companies in the service sector have long struggled to get the balance right when it comes to ask-ing for and acknowledging emotional labor. What’s revolutionary and troubling about the present moment is how much companies in the on-demand economy, including Uber, are taking emotional labor for granted, especially given its centrality to their ongoing success.
    There are multiple examples of Uber drivers being required to perform emotional labor.【B19】______________For example, Uber suggests that drivers "stay calm, patient, and polite with riders" in order to receive the best ratings, and that drivers should "never ask" for a five-star review.
    【B20】___________________
    It’s clear that drivers are expected to do more than simply take a customer from point A to point B; what’s unclear is the kinds of extra personal emotional effort that are necessary, or what will result in a low rating and hence deactivation. This lack of clarity leads to poor morale and driver anxiety.
    Appreciating the emotional labor of workers is a smart strategy for the on-demand economy. Not only will employees be happier and more productive, but they’ll also be better positioned to support a business over the long term. Specific changes to both app interface design and broader training practices will go a long way to ensuring the sustainability of these business models in an increasingly crowded digital marketplace.
    [A]   Many fretted about "professional" codes, describing times when they had to accept cancellations or low ratings from passengers who didn’t understand how the app worked; all the drivers could do was grit their teeth and internalize their negative feelings.
    [B]  Their work on flight attendants found that unless managers acknowledged and appreciated the emotional efforts of their workers, the pressures around emotional dissonance created by so-called "sur-face acting" caused flight attendants stress, anxiety, and resentment against their employers—and, ultimately, long-term burnout.
    [C]  Entrepreneurs should consider these changes to their user experience design, HR policies, and general corporate strategy to recognize, value, and support the emotional labor of on-demand workers.
    [D]   The problem is that Uber doesn’t acknowledge the personal and financial cost of this emotional labor to its drivers and doesn’t adequately explain how these forms of work factor into drivers’ performance ratings.
    [E]   In the 1980s, sociologist Arlie Russell Hochschild coined the term emotional labor to refer to the ways flight attendants were trained to present a calm, friendly, and professional demeanor to customers—even if the flyers they were attending to were frightened, angry, or abusive.
    [F]  As a result, on-demand workers end up performing outsize amounts of what sociologists call "emotional labor," or expressive work to make the customer experience a positive one so that users come back to the platform.
    [G]  The design of the Uber app encourages drivers to perform this sort of "feeling" work by reminding them, both explicitly and implicitly, that such labor is central to maintaining a five-star rating.
【B16】
选项
答案F
解析 空格前指出按需经济的问题：依赖顾客评级系统。空格后提到This work不仅要求员工提供优质的顾客服务。还要求员工重塑内心的情感生活，以满足雇主和顾客的要求。空格处应该会出现This work所指代的内容，而且与情绪、情感有关。F前半部分提到按需经济中员工必须付出过度的情绪劳动；这是上一段讲的按需经济的问题带来的后果，F中的As a result起到了承上启下的作用，过渡自然。F的后半部分是给情绪劳动下的定义，其中，expressive work是空格后This work的所指，且与空格后reshaping a worker’s inner emotional life这个特征相呼应，而make the customer experience a positive one则是空格后good customer service的同义表述。故确定本题选F。
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