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Must Reads-Crisis Management

How Uber Uses Psychological Tricks to Push Its Drivers’ Buttons

Noam Scheiber, The New York Times, April 2, 2017

The secretive ride-hailing giant Uber rarely discusses internal matters in public. But in March, facing crises on multiple fronts, top officials convened a call for reporters to insist that Uber was changing its culture and would no longer tolerate "brilliant jerks." Notably, the company also announced that it would fix its troubled relationship with drivers, who have complained for years about falling pay and arbitrary treatment. And yet even as Uber talks up its determination to treat drivers more humanely, it is engaged in an extraordinary behind-the-scenes experiment in behavioral science to manipulate them in the service of its corporate growth. [...read more]

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