Let’s revisit the basic trust-related facts: on the empathy front, the company had improved the lives of an unthinkable number of consumers, but many of the concerns of key stakeholders remained unaddressed, including employees demanding a healthy workplace and drivers looking for more support in their pursuit of a decent living.19 When it came to logic, despite Uber’s trajectory of hypergrowth, there were still open questions about the long-term viability of the company’s business model.20 Although some of these questions were reasonable to ask any company at this stage, it was time to start
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