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    Uber Case Study Answers

    Uploaded by

    Aagam Nandu
    Uber relies solely on a mobile app for communication between drivers and the company, as well as riders and the company. This "faceless communication" lacks the human element of in-person or phone interactions. It results in one-way communication where drivers cannot effectively provide feedback or dispute decisions. The document suggests Uber should implement ways for drivers to directly communicate with representatives for rewards, reprimands, and other important discussions. Face-to-face interactions allow both parties to genuinely express emotions and feel heard, even in negative situations. Riders may also find it frustrating to only provide ratings without an option to further explain poor experiences to an actual customer service agent.

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    Uber Case Study Answers

    Uploaded by

    Aagam Nandu
    125 views1 page
    Uber relies solely on a mobile app for communication between drivers and the company, as well as riders and the company. This "faceless communication" lacks the human element of in-person or phone interactions. It results in one-way communication where drivers cannot effectively provide feedback or dispute decisions. The document suggests Uber should implement ways for drivers to directly communicate with representatives for rewards, reprimands, and other important discussions. Face-to-face interactions allow both parties to genuinely express emotions and feel heard, even in negative situations. Riders may also find it frustrating to only provide ratings without an option to further explain poor experiences to an actual customer service agent.

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    Uber case study answers

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    Uber relies solely on a mobile app for communication between drivers and the company, as well as riders and the company. This "faceless communication" lacks the human element of in-person or phone interactions. It results in one-way communication where drivers cannot effectively provide feedback or dispute decisions. The document suggests Uber should implement ways for drivers to directly communicate with representatives for rewards, reprimands, and other important discussions. Face-to-face interactions allow both parties to genuinely express emotions and feel heard, even in negative situations. Riders may also find it frustrating to only provide ratings without an option to further explain poor experiences to an actual customer service agent.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    125 views1 page

    Uber Case Study Answers

    Uploaded by

    Aagam Nandu
    Uber relies solely on a mobile app for communication between drivers and the company, as well as riders and the company. This "faceless communication" lacks the human element of in-person or phone interactions. It results in one-way communication where drivers cannot effectively provide feedback or dispute decisions. The document suggests Uber should implement ways for drivers to directly communicate with representatives for rewards, reprimands, and other important discussions. Face-to-face interactions allow both parties to genuinely express emotions and feel heard, even in negative situations. Riders may also find it frustrating to only provide ratings without an option to further explain poor experiences to an actual customer service agent.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
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    Uber Case Study Answers

    a. Analyse the impact of faceless communication by Uber on its driver partners.

    Answer:
     Face to face communication involves a combination of verbal and
    nonverbal communication.
     It ensures that the message is communicated with an impact. In the above
    context the Uber driver partners communicate strictly through a device.
     If the employee has done good work or is rewarded only through the stars
    and the app .Everything is done through the app. As written form of
    communication it just ends up being one way communication.
     There is no human face or voice to make the communication real. An app
    is just the efficient use of technology and can never replace human
    communication.
     Or in an instance where an Uber driver is terminated it just communicates
    the decision through the app.
     Again here the driver partner doesn’t get a chance to narrate his side of
    story. There is no one to listen to a disgruntled employee.
     It does not inculcate a sense of belonging amongst its employees.

    b. Enlist the advantages of face-to-face communication and provide suggestions to


    improve communication with Uber driver partners.
    Answer:
     Face to face communication ensures two way communication.
     Emotions and feelings that can be seen during the face to face
    communication turns out to be real and genuine communication.
     Face to face communication is far more satisfying that technology based
    one way communication/.
     Even if the employee is terminated or negative face to face communication
    ensures that the grieving party ends the communication with satisfied
    feeling of being heard.
     Uber should definitely devise an interface for its driver partners for
    rewards and reprimand to ensure healthy workforce.
     This will definitely generate a sense of belonging amongst its employees.

    c. Comment on the impact of the faceless communication that the Uber riders may
    face.
    Answer:
     Uber definitely needs to have a customer care service
     It must do something about it especially during emergencies.
     A disgruntled passenger finds it frustrating to just give poor rating to a bad
    Uber driver partner. It is very important for a passenger to feel that ther is
    someone to listen to their bad experiences.
     Only writing e-mails turn out to be dead and dull form of communication.

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