Service Quality on Online Platforms: Empirical Evidence About Driving Quality at Uber
Published Online:10 Sep 2025
Supplemental Material
The replication files for this article are available HERE.
Volume 72, Issue 5
May 2026
Pages vii-xii, 3629-4567, iv-vi
Article Information
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- Received:April 04, 2023
- Accepted:December 15, 2024
- Published Online:September 10, 2025
Copyright © 2025, INFORMS
Cite as
Susan Athey, Juan Camilo Castillo, Bharat Chandar (2025) Service Quality on Online Platforms: Empirical Evidence About Driving Quality at Uber. Management Science 72(5):4398-4418.
https://doi.org/10.1287/mnsc.2023.01043
Keywords
The authors thank Daron Acemoglu, Nick Bloom, John Horton, Jonathan Levin, Matt Taddy, and numerous seminar audiences for useful feedback and suggestions and Andrew Beinstein, Jonathan Hall, Dan Knoepfle, Elizabeth Mishkin, Mariya Shappo, and several other people at Uber whose support and feedback made this project possible. This paper was initiated while Bharat Chandar was an employee of Uber, Inc.
