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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
Article
Suspension of Operation in London―Crisis Management Analysis of Uber
Author(s)
Wang Weiling
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DOI:10.17265/2159-5542/2018.10.005
Affiliation(s)
Xi’an Jiaotong University, Shaanxi, China
ABSTRACT
Uber Technologies Inc. is
the pioneer in ride-sharing business industry with its innovative business idea
and strong technology support. Expanding rapidly into a large scale, many
problems occur in various aspects that lead to significant crisis to the company.
Seven crises happened in the year of 2017, among which the refusal to renew
operation license in London is expected to have the most severe impact on Uber.
The Five Stages Model is used to analyze the crisis management process of Uber.
The company is still on the fourth stage, trying to clean up and put forward
resolution towards renew difficulties. To get rid of the crisis, Uber may
consider changing its operation practice in London, hiring professional
communication team for negotiation with authority and public, and setting
policies to compensate affected customers and employees in order to increase
loyalty and improve company image.
KEYWORDS
Uber, crisis management, London, renew license
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