Regulating worker-customer relations to improve workers’ wellbeing

Abstract

Recent developments in the gig economy triggered labour law. Platforms change the relationship between customers and workers causing over-subordination of workers. The over-subordination is caused by customers and the surveys they complete to evaluate the worker. The influence of customers over workers can also be seen in a more traditional setting. However, customers are not always king. It is suggested in this article that surveys can be used as an instrument to build decent labour relationships. Installing the measurement of needs measures the impact of customers on workers. By installing a continuous measure of the needs, we have at our disposal an instrument to fulfil labour law’s wellbeing function. Labour legislation could oblige employers to integrate need satisfaction into their customer surveys and their workers surveys. By doing so, technology allows us to make sure that platform work or any kind of work where workers meet high customer demands, become ‘Innovative forms of work that ensure quality working conditions’, as requested by the European Social Pillar.