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Empathy in the business model: how Facebook and Google Maps manage external problem-solving processes

Author

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  • Paris Chrysos

    (ISC Paris - Institut Supérieur du Commerce de Paris)

Abstract

This paper shows how leading Internet enterprises manage problem-solving processes occurring on their interfaces through the use of empathy. The data of the developer supports forums of Facebook and Google Maps reveal a particularly low problem solving rate (less than 15% of problems solves over a period of six months). To explain this phenomenon a generic construct for business models is proposed on the basis of empirical examination of the problem-solving process followed in those forums, rendering compatible the notion of empathy with well-known value adding activities.

Suggested Citation

  • Paris Chrysos, 2018. "Empathy in the business model: how Facebook and Google Maps manage external problem-solving processes," Working Papers halshs-01897205, HAL.
    • Handle: RePEc:hal:wpaper:halshs-01897205
    Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-01897205
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    References listed on IDEAS

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