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Case study
Publication date: 20 April 2020

Geeta Singh, Rishi Dwesar and Satish Kumar

The purpose of this paper is to explore all the strategies adopted by Uber China to gain more and more market shares of Chinese markets. It included localization of its…

Abstract

Theoretical basis

The purpose of this paper is to explore all the strategies adopted by Uber China to gain more and more market shares of Chinese markets. It included localization of its core product, adaptation to Chinese demands and tying up with different Chinese companies.

Research methodology

The case study has been prepared after thoroughly studying Uber’s business in China. Secondary data is collected from credible sources such as the Uber website, newspapers, interviews and journal publications. This data helped in arriving at a basic understanding of the company, its objectives, strategies and the business model. The strategies formulated by Uber and the challenges it faced while operating in China are studied and explained based on this secondary data. Various published papers, reports released by reputed organizations and universities, interviews of managers and experts and research papers were also used to develop this case.

Case overview/synopsis

This case is developed considering the bent of today’s consumers toward sharing economy. The scope of businesses based on the concept of sharing economy is very wide and is increasing. China’s sharing economy sector was one of the fastest economies in the world. The case chronicles ride of Uber in China: from its entry in the country, strategies adopted, challenges faced and to the exit from China.

Complexity academic level

International business management at the undergraduate and postgraduate programs in management

Details

The CASE Journal, vol. 16 no. 2
Type: Case Study
ISSN:

Keywords

Article
Publication date: 3 December 2020

Rishi Dwesar and Debajani Sahoo

Increased global air travel and competition in the airline industry entail better service delivery and failure management. This study examines how airline type, failure…

Abstract

Purpose

Increased global air travel and competition in the airline industry entail better service delivery and failure management. This study examines how airline type, failure criticality and the traveller's culture influence travellers' airline evaluations of service failure.

Design/methodology/approach

The study uses a large data set of customers' online reviews and incorporates quantitative and qualitative feedback from 20 major airlines across the world. Semantic tagging, sentiment and multivariate analyses have been used to analyse the data.

Findings

Failure criticality and travellers' cultural backgrounds significantly affect airline evaluations after service failures. Moreover, failure criticality influences evaluations of travellers from individualistic cultures more severely. Contrary to expectations, full-service airlines were evaluated positively after less critical service failures.

Practical implications

The findings support that customers undergo different emotional states when they experience service failure. Understanding these internal emotional sensitivities and how services would be judged by travellers across cultures can help airlines to better manage their service recovery efforts and to strategise prioritisation of scarce resources.

Originality/value

Though airline service failure has been well researched, this study examines the role of culture in service failure evaluations. The study uses a novel method to analyse a large data set of both quantitative and qualitative traveller feedback useful in service recovery management.

Details

Management Decision, vol. 60 no. 2
Type: Research Article
ISSN: 0025-1747

Keywords

Content available
Article
Publication date: 27 January 2022

Manish Gupta, Weiguo Fan and Aviral Kumar Tiwari

826

Abstract

Details

Management Decision, vol. 60 no. 2
Type: Research Article
ISSN: 0025-1747

Abstract

Details

The CASE Journal, vol. 16 no. 2
Type: Case Study
ISSN:

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