Work

Mercy Consent and Contained Resistance: Grievance Systems in Chinese Food‐Delivery Platforms

Year: 2025

Type: article

Abstract: ABSTRACT Based on a multi‐methods qualitative study, this article investigates how in‐platform grievance systems operate in the Chinese food‐delivery platform work. Drawing on labour process theory, we examine the role of in‐platform grievance systems in shaping the dynamic interplay between control, consent, and resistance. Our findings reveal that in‐platform grievance systems create a distinct form of consent—termed ‘mercy consent’—through creating an illusion of agency, constructing a façade of procedural fairness, individualising grievances, and facilitating intergroup antagonism between riders and customer service agents. Meanwhile, riders’ resistance within the grievance system is captured, channelled, and contained by platforms. We argue that the in‐platform grievance systems function not merely as dispute resolution channels, but as mechanisms for shaping worker subjectivity, converting dissent into a manageable and depoliticised form of consent.

Source: New Technology Work and Employment

DOI: 10.1111/ntwe.70012

Authors: Ziheng Liu, Wei Wei

Institutions: Nanjing University of Finance and Economics, University of Sussex

Language: English

Topic: Digital Economy and Work Transformation

Subfield: Sociology and Political Science

Field: Social Sciences

Domain: Social Sciences

SDGs: Peace, justice, and strong institutions, Reduced inequalities, Decent work and economic growth

Open Access status: hybrid

Estimated APC paid: $3,980