Mind the App: Platform Workers' Algorithmic Management Experiences

Algorithmic management (AM) in the platform economy, utilized by platform providers like Bolt or DoorDash, manages a large periphery comprising workers, customers, and further parties, e.g., restaurants. The operationalization of AM is facilitated through platform workers’ apps, serving as the primary interface between workers, platform providers and customers. We consider this setting as a trifecta of experiences named algorithmic management experiences (AMX). With AMX, a concept referring to AM as user experience (UX), we broaden AM’s theoretical and practical understanding and offer insights into workers’ (behavioral) responses to AMX by analyzing reviews on the Google Play Store using topic modeling. For instance, our findings reveal that frequent app errors lead workers to switch platforms, i.e., registering on multiple platforms. Further, our results indicate an increased need to consider the centrality of platform workers’ apps to increase their satisfaction at work and their continuance intention to work for a particular service.