Description: One of the ways that platforms such as Uber and Lyft ensure good customer service is by allowing riders to rate drivers on an app. If drivers want to keep working, they’ve got to keep those ratings up. But anyone who has been in a service job knows that customers can be difficult and sometimes even dangerous. So, how can workers in the gig economy exert any kind of control over their jobs when they’re at the mercy of digital bosses
Date: Mar 23, 2022
Questions for discussion:
- How do gig workers deal with ratings and difficult customers, according to the research?
- What are the managerial implications for the workers and the firms they work for?
- What would you advise players in this eco-system do in order to optimize relationships?