利益诉求的表达与消解:一项关于“外卖小哥”劳动过程的调查研究

The Presentation and Dissolution of Labor Struggle——A Study on the Labor Process of Food Delivery Workers

从事送餐服务业的"外卖小哥"已成为当前城市劳动者中不容忽视的重要社会群体,基于一项对"外卖小哥"的调查研究,探讨了其劳动过程状况及利益诉求表达行为的特征。研究表明:"外卖小哥"的劳动强度较大且劳动保障并不完善,在绩效工资制度下,他们会"自愿"增加劳动强度以实现更多的劳动获得;在与雇主或顾客发生冲突时,他们更多是选择"隐忍"方式以消解冲突;劳动保障、劳动强度、劳动报酬及劳动认知等劳动过程因素都会对其利益诉求表达产生影响,生活稳定、劳动报酬及劳动保障较好、劳动认知积极的"外卖小哥"会弱化或消解利益诉求的表达。在互联网经济下,"外卖小哥"在雇主与顾客之间,已由"服务-消费"链条紧密的捆绑在一起,他们的劳动过程状况与其劳动心态及行为特征紧密关联在一起。因此,不仅需要重视"外卖小哥"的劳动权益保障,更需要关注其劳动过程中的劳动心态。

Engaged in the food delivery service industry, food delivery workers are an indispensable social group among current city laborers. This paper, based on a survey of service workers in the food service industry, discusses the characteristics of their working situation and their labor struggle. The result of this study demonstrated that the food delivery workers' labor intensity was strong and their labor security had not been guaranteed. Moreover, when they were in conflicts with their employers or customers, most of them chose to tolerate to solve their strives. In the Internet economy, food delivery workers, as can be seen, have been closely bound together with their employers and the customers in the service & consumption chain. Their labor process is also closely related with their labor mentality and their behavioral characteristics as well. Therefore, more attention should be paid to not only food delivery workers’ labor rights and interests protection, but also their labor mentality.