The case of Uber top management experiencing and resolving driver problems / Arpita Agnihotri, Saurabh Bhattacharya.

Format:

Book

Author/Creator:

Agnihotri, Arpita, author.

Bhattacharya, Saurabh, author.

Series:

SAGE business cases.

SAGE business cases

Language:

English

Subjects (All):

Employee retention--Case studies.

Employee retention.

Job enrichment--Case studies.

Job enrichment.

Physical Description:

1 online resource.

Place of Publication:

London : SAGE Publications: SAGE Business Cases Originals, 2024.

Summary:

The case describes how members of the top management team of Uber Technologies Inc. (Uber), especially Uber CEO, Dara Khosrowshahi, worked in the guise of a driver under Project Boomerang to investigate the problems experienced by drivers. Khosrowshahi did this stint because retaining drivers was becoming a challenge after the COVID-19 pandemic. Several problems, such as rude consumer behavior, reducing or cancelling the tip after delivery (tip-baiting), app functionality, and driver safety concerns, were observed by Khosrowshahi as he rode in the cab. As a result of Khosrowshahi's time as a driver, Uber addressed app functionality issues related to driver safety and other functionalities, such as those related to the working of GPS. However, drivers' concerns about low rates of commission and safety still need to be addressed. Can Khosrowshahi continue creating value for customers and drivers? If so, how? To what extent did Project Boomerang help Khosrowshahi and Uber's top management to understand driver concerns? Did Uber miss any aspect of drivers' concerns? Students will be asked to explore how top management can identify problems experienced by lower-level workers and work on resolving those issues. As part of this process, students will practice creating a balance between customer and employee welfare.

Notes:

Description based on XML content.

ISBN:

1-0719-3498-8

9781071934982

OCLC:

1417357723