IDEAS home Printed from https://ideas.repec.org/p/hal/wpaper/halshs-01897205.html
   My bibliography  Save this paper

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: https://shs.hal.science/halshs-01897205/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Eero Vaara & Richard Whittington, 2012. "Strategy as practice : Taking Social Practices Seriously," Post-Print hal-02276672, HAL.
    2. Bozeman, Barry & Fellows, Maureen, 1988. "Technology transfer at the U.S. national laboratories : A framework for evaluation," Evaluation and Program Planning, Elsevier, vol. 11(1), pages 65-75, January.
    3. Charles Baden-Fuller & Vincent Mangematin, 2015. "Business Models and Modelling Business Models," Grenoble Ecole de Management (Post-Print) hal-01183386, HAL.
    4. Lyra J. Colfer & Carliss Y. Baldwin, 2016. "The mirroring hypothesis: theory, evidence, and exceptions," Industrial and Corporate Change, Oxford University Press and the Associazione ICC, vol. 25(5), pages 709-738.
    5. Felin, Teppo & Zenger, Todd R., 2014. "Closed or open innovation? Problem solving and the governance choice," Research Policy, Elsevier, vol. 43(5), pages 914-925.
    6. Paris Chrysos, 2016. "Monuments of cyberspace," Post-Print halshs-01497892, HAL.
    7. Jean-Charles Rochet & Jean Tirole, 2003. "Platform Competition in Two-Sided Markets," Journal of the European Economic Association, MIT Press, vol. 1(4), pages 990-1029, June.
    8. Alan MacCormack & Roberto Verganti & Marco Iansiti, 2001. "Developing Products on "Internet Time": The Anatomy of a Flexible Development Process," Management Science, INFORMS, vol. 47(1), pages 133-150, January.
    9. Argyris, Chris, 1977. "Organizational learning and management information systems," Accounting, Organizations and Society, Elsevier, vol. 2(2), pages 113-123, March.
    10. Henry Chesbrough & Richard S. Rosenbloom, 2002. "The role of the business model in capturing value from innovation: evidence from Xerox Corporation's technology spin-off companies," Industrial and Corporate Change, Oxford University Press and the Associazione ICC, vol. 11(3), pages 529-555, June.
    11. Ron Adner & Rahul Kapoor, 2010. "Value creation in innovation ecosystems: how the structure of technological interdependence affects firm performance in new technology generations," Strategic Management Journal, Wiley Blackwell, vol. 31(3), pages 306-333, March.
    12. Cooper, Robert G., 1990. "Stage-gate systems: A new tool for managing new products," Business Horizons, Elsevier, vol. 33(3), pages 44-54.
    13. Charles Baden-Fuller & Vincent Mangematin, 2015. "Business Models and Modelling Business Models," Post-Print hal-01183386, HAL.
    14. Joel West & Karim Lakhani, 2008. "Getting Clear About Communities in Open Innovation," Industry and Innovation, Taylor & Francis Journals, vol. 15(2), pages 223-231.
    15. repec:hal:gemwpa:hal-01183386 is not listed on IDEAS
    16. Stock, Ruth Maria & Hippel, Eric von & Gillert, Nils Lennart, 2016. "Impacts of Personality Traits on Consumer Innovation Success," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 77346, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    17. Charles Baden-Fuller & Vincent Mangematin, 2013. "Business models: A challenging agenda," Grenoble Ecole de Management (Post-Print) hal-00869707, HAL.
    18. Anne Elerud-Tryde & Sophie Hooge, 2014. "Beyond the Generation of Ideas: Virtual Idea Campaigns to Spur Creativity and Innovation," Post-Print hal-01032451, HAL.
    19. Eero Vaara & Richard Whittington, 2012. "Strategy as practice : Taking Social Practices Seriously," Post-Print hal-02312709, HAL.
    20. Thomke, Stefan & von Hippel, Eric & Franke, Roland, 1998. "Modes of experimentation: an innovation process--and competitive--variable," Research Policy, Elsevier, vol. 27(3), pages 315-332, July.
    21. Julian Birkinshaw & Tina C. Ambos & Cyril Bouquet, 2017. "Boundary Spanning Activities of Corporate HQ Executives Insights from a Longitudinal Study," Journal of Management Studies, Wiley Blackwell, vol. 54(4), pages 422-454, June.
    22. Brousseau Eric & Penard Thierry, 2007. "The Economics of Digital Business Models: A Framework for Analyzing the Economics of Platforms," Review of Network Economics, De Gruyter, vol. 6(2), pages 1-34, June.
    23. Stock, Ruth Maria & von Hippel, Eric & Gillert, Nils Lennart, 2016. "Impacts of personality traits on consumer innovation success," Research Policy, Elsevier, vol. 45(4), pages 757-769.
    24. Haridimos Tsoukas & Robert Chia, 2002. "On Organizational Becoming: Rethinking Organizational Change," Organization Science, INFORMS, vol. 13(5), pages 567-582, October.
    25. Rodolphe Durand & Robert M. Grant & Tammy L. Madsen & David P. McIntyre & Arati Srinivasan, 2017. "Networks, platforms, and strategy: Emerging views and next steps," Strategic Management Journal, Wiley Blackwell, vol. 38(1), pages 141-160, January.
    26. Carliss Y. Baldwin & Kim B. Clark, 2000. "Design Rules, Volume 1: The Power of Modularity," MIT Press Books, The MIT Press, edition 1, volume 1, number 0262024667, April.
    27. Charles Baden-Fuller & Vincent Mangematin, 2013. "Business models: A challenging agenda," Post-Print hal-00869707, HAL.
    28. Haefliger, Stefan & Jäger, Peter & von Krogh, Georg, 2010. "Under the radar: Industry entry by user entrepreneurs," Research Policy, Elsevier, vol. 39(9), pages 1198-1213, November.
    29. Joost Rietveld & J. P. Eggers, 2018. "Demand Heterogeneity in Platform Markets: Implications for Complementors," Organization Science, INFORMS, vol. 29(2), pages 304-322, April.
    30. repec:dau:papers:123456789/7127 is not listed on IDEAS
    31. Mahr, Dominik & Lievens, Annouk, 2012. "Virtual lead user communities: Drivers of knowledge creation for innovation," Research Policy, Elsevier, vol. 41(1), pages 167-177.
    32. Armand Hatchuel & Ken Starkey & Sue Tempest & Pascal Le Masson, 2010. "Strategy as innovative design : an emerging perspective," Post-Print hal-00509557, HAL.
    33. Olivier Toubia & Laurent Florès, 2007. "Adaptive Idea Screening Using Consumers," Marketing Science, INFORMS, vol. 26(3), pages 342-360, 05-06.
    34. Lakhani, Karim R. & von Hippel, Eric, 2003. "How open source software works: "free" user-to-user assistance," Research Policy, Elsevier, vol. 32(6), pages 923-943, June.
    35. Pierre-Jean Benghozi & Thomas Paris, 2007. "The economics and business models of prescription in the Internet," Post-Print hal-00263198, HAL.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Paris Chrysos, 2015. "Value Care: Managing The Emerging. The Case Of Developer Support Forums," Post-Print halshs-01584767, HAL.
    2. Shi, Xianwei & Liang, Xingkun & Luo, Yining, 2023. "Unpacking the intellectual structure of ecosystem research in innovation studies," Research Policy, Elsevier, vol. 52(6).
    3. Reiter, Andreas & Stonig, Joachim & Frankenberger, Karolin, 2024. "Managing multi-tiered innovation ecosystems," Research Policy, Elsevier, vol. 53(1).
    4. Rémi Raher, 2022. "Le business-model entre théorie et pratique : quelle pertinence pour la start-up numérique ?," Post-Print hal-04177249, HAL.
    5. Abraham K. Song, 2019. "The Digital Entrepreneurial Ecosystem—a critique and reconfiguration," Small Business Economics, Springer, vol. 53(3), pages 569-590, October.
    6. Laudien, Sven M. & Reuter, Ute & Sendra Garcia, Francisco Javier & Botella-Carrubi, Dolores, 2024. "Digital advancement and its effect on business model design: Qualitative-empirical insights," Technological Forecasting and Social Change, Elsevier, vol. 200(C).
    7. Kajsa Ahlgren Ode & Céline Louche, 2022. "A business model pattern arrives... and then? A translation perspective on business model innovation in established firms," Post-Print hal-03633349, HAL.
    8. Liu, He & Li, Xuerong & Wang, Shouyang, 2021. "A bibliometric analysis of 30 years of platform research: Developing the research agenda for platforms, the associated technologies and social impacts," Technological Forecasting and Social Change, Elsevier, vol. 169(C).
    9. Charles Baden-Fuller & Vincent Mangematin, 2015. "Business Models and Modelling Business Models," Post-Print hal-01183386, HAL.
    10. Ryan Rumble & Vincent Mangematin, 2015. "Business Model Implementation: The Antecedents of Multi-Sidedness," Post-Print hal-01183388, HAL.
    11. Cenamor, Javier & Frishammar, Johan, 2021. "Openness in platform ecosystems: Innovation strategies for complementary products," Research Policy, Elsevier, vol. 50(1).
    12. Thomas Moellers & Lars von der Burg & Bastian Bansemir & Max Pretzl & Oliver Gassmann, 2019. "System dynamics for corporate business model innovation," Electronic Markets, Springer;IIM University of St. Gallen, vol. 29(3), pages 387-406, September.
    13. Raphaël Maucuer & Alexandre Renaud, 2019. "Business Model Research: A Bibliometric Analysis of Origins and Trends," Post-Print hal-01918188, HAL.
    14. Kevin J. Boudreau, 2018. "Amateurs Crowds & Professional Entrepreneurs as Platform Complementors," NBER Working Papers 24512, National Bureau of Economic Research, Inc.
    15. Yuliya Snihur & Christoph Zott & Raphael (Raffi) Amit, 2021. "Managing the Value Appropriation Dilemma in Business Model Innovation," Strategy Science, INFORMS, vol. 6(1), pages 22-38, March.
    16. von Delft, Stephan & Zhao, Yang, 2021. "Business models in process industries: Emerging trends and future research," Technovation, Elsevier, vol. 105(C).
    17. Trabucchi, Daniel & Talenti, Luca & Buganza, Tommaso, 2019. "How do Big Bang Disruptors look like? A Business Model perspective," Technological Forecasting and Social Change, Elsevier, vol. 141(C), pages 330-340.
    18. Joan Enric Ricart & Yuliya Snihur & Carlos Carrasco-Farré & Pascual Berrone, 2020. "Grassroots Resistance to Digital Platforms and Relational Business Model Design to Overcome It: A Conceptual Framework," Strategy Science, INFORMS, vol. 5(3), pages 271-291, September.
    19. Jan Frederic Nerbel & Markus Kreutzer, 2023. "Digital platform ecosystems in flux: From proprietary digital platforms to wide-spanning ecosystems," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-20, December.
    20. Jacobides, Michael G. & Cennamo, Carmelo & Gawer, Annabelle, 2024. "Externalities and complementarities in platforms and ecosystems: From structural solutions to endogenous failures," Research Policy, Elsevier, vol. 53(1).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:wpaper:halshs-01897205. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.