Zomatos dilemma a case of disgruntled delivery partners at Zomato

Title

Zomatos dilemma a case of disgruntled delivery partners at Zomato

Creator

Saldanha A.; Balasundaram S.; Aranha R.

Description

Learning outcomes: This case study provides students/managers an opportunity to learn about:??Learning objective 1: Critically analyse reasons for the disgruntlement of delivery partners of Zomato.??Learning objective 2: Evaluate Zomatos moral obligations to gig workers in the absence of government regulations.??Learning objective 3: Analyse the drivers of well-being affecting e-commerce delivery partners.??Learning objective 4: Evaluate the welfare schemes undertaken by Zomato for its delivery partners and infer well-being measures that can be adopted to improve worker engagement. Case overview/synopsis: The focus of this case was the crisis at Zomato as a result of the protests by gig workers engaged as delivery partners at the company. This case discussed the CEOs dilemma in resolving the crisis. Zomato's business model was discussed to provide students an overview of the dynamics and challenges of online food delivery business; the companys initiatives to enhance the robustness of its business model and the resulting media backlash questioning some of these initiatives that could endanger the lives of its delivery partners. In addition, this case explored the lack of regulatory provisions for gig workers in India. Finally, the options available to the protagonist to mitigate the crisis were discussed. The focal point was the well-being initiatives that the protagonist could consider implementing to address the concerns voiced by the delivery partners and encourage them to engage in Zomato's business with positivity. Complexity academic level: The case is best suited for postgraduate and executive students studying Human Resources subjects in Commerce and Business Management streams. Supplementary material: Teaching notes are available for educators only. Subject code: CSS 6: Human Resource Management. 2022, Emerald Publishing Limited.

Source

Emerald Emerging Markets Case Studies, Vol-12, No. 4, pp. 1-18.

Date

2022-01-01

Publisher

Emerald Publishing

Subject

Delivery partners; E-commerce; Food delivery; Government; Human resource management; Human resources; Job satisfaction; Job security; Regulations; Welfare; Well-being; Zomato

Coverage

Saldanha A., Department of Marketing, St. Josephs Institute of Management, Bangalore, India; Balasundaram S., School of Business and Management, CHRIST (Deemed to be University, Bangalore, India; Aranha R., School of Business and Management, CHRIST (Deemed to be University), Bangalore, India

Rights

Restricted Access

Relation

ISSN: 20450621

Format

Online

Language

English

Type

Article

Identifier

https://doi.org/10.1108/EEMCS-07-2022-0227

https://www.scopus.com/inward/record.uri?eid=2-s2.0-85144039940&doi=10.1108%2fEEMCS-07-2022-0227&partnerID=40&md5=3f06b391018a6465f31325ee4c341c09