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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

admin2019-09-15  16
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.
   【R1】__________
   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.
   【R2】__________
   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 produces "emotional dissonance"—a conflict between how workers really feel and the surface feelings they’re expected to perform as part of a job. 【R3】__________
   Companies in the service sector have long struggled to get the balance right when it comes to asking 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. 【R4】__________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.
   【R5】__________
   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 "surface 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.
【R5】
选项
答案D
解析 空格前讲述优步要求驾驶员做好情绪劳动。空格后指出关于情绪劳动还没有交待清楚的地方。D开头直指优步的问题：没有承认情绪劳动会对驾驶员造成个人的和经济上的损失，这是对上一段的进一步阐述(要求员工付出情绪劳动，却没有承认这种付出)，也正好对应了第五段的观点(Companies．．．have long struggled to get the balance right…asking for and acknowledging emotional labor．)。此外，D后半部分还说到优步没有详细解释情绪劳动对司机绩效的影响。这与空格后的内容相对应。故答案选D。
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