Letter From The Editors.

In this article, I explore how granting customers this kind of direct power over gig workers' performance evaluations shapes the worker-customer interaction. I describe this system as a distinctive version of the customer-employer-worker service triangle, in which employers "launder control through customers." To understand this phenomenon, I attended driver meetings, interviewed 55 drivers across the United States, and surveyed 486 drivers. [Extracted from the article]

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