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

Paris Chrysos ()
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Paris Chrysos: ISC Paris - Institut Supérieur du Commerce de Paris

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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.

Keywords: Developers; Business models; Open Innovation; Problem- Solving; Empathy (search for similar items in EconPapers)
Date: 2018-10-16
Note: View the original document on HAL open archive server: https://shs.hal.science/halshs-01897205
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