Didi Chuxing : managing the customer safety crisis / Arpita Agnihotri, Saurabh Bhattacharya.

9781529744231 (ebook) :

London : SAGE Publications: SAGE Business Cases Originals, 2021.

1 online resource.

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The case recounts how DiDi Chuxing Inc. (henceforth referred to as DiDi), the leading ride-hailing company in China, responded to and resolved a safety crisis after two women passengers were sexually abused and murdered by DiDi Hitch taxi drivers in May and August 2018. The case describes actions initiated by Cheng Wei, CEO and founder of DiDi, in the wake of the crisis and the decision to make customer service an in-house function. The case also discusses how in the backdrop of the two incidents, Wei intended to expand in international markets and launch an initial public offer (IPO) in the United States. In July 2019, as DiDi Hitch services remained suspended, how should Wei resolve the safety crisis? How should the company decide about outsourcing a particular function, and how could DiDi's IPO launch be affected due to such a safety crisis?

Sage Business Cases 2021 Annual Collection.

Books / Online

English

September 17, 2024

Includes bibliographical references and index.