外卖大战的背面：店员和骑手的“101”次摩擦

Core Viewpoint - The intense competition in the food delivery market in 2025 is leading to significant pressure on both store staff and delivery riders, resulting in conflicts and operational challenges [1][2][4]. Group 1: Industry Dynamics - The food delivery market is experiencing a surge in demand, particularly for beverages, driven by promotional strategies such as discounts and red envelopes [1]. - The operational model of many coffee and tea brands, including Tims, emphasizes strict control over labor costs, often resulting in insufficient staffing during peak hours [5][10]. - The shift towards "made-to-order" food items, such as Tims' warm food offerings, complicates the workflow and increases the likelihood of delays, leading to customer dissatisfaction [10][14]. Group 2: Staff and Rider Conflicts - Conflicts between store staff and delivery riders are common, often stemming from delays in food preparation and the pressure to meet delivery times [2][8][19]. - Staff members report feeling overwhelmed during peak hours, with insufficient time to manage both food preparation and customer service, leading to a tense work environment [6][14]. - Delivery riders face financial penalties for late deliveries, which exacerbates tensions with store staff who are also under pressure to fulfill orders quickly [18][22]. Group 3: Operational Challenges - The increase in order volume during peak times can lead to "order bottlenecks," where the time to prepare food significantly exceeds expectations, causing frustration for both staff and riders [8][9]. - Many stores operate with minimal staff, which can lead to operational breakdowns during busy periods, affecting overall service quality [7][14]. - The complexity of the order system, including pre-scheduled orders, can create confusion and further delays, impacting the efficiency of both staff and riders [19][22]. Group 4: Employee Experience - Employees express dissatisfaction with their working conditions, citing high stress levels and inadequate compensation for the workload they manage [5][15]. - The high turnover rate among staff is attributed to the demanding nature of the job and the lack of adequate training and support from management [15][20]. - The emotional labor involved in customer service, combined with the repetitive nature of the tasks, contributes to a challenging work environment for employees [16][20].