Empathy in the business model: how Facebook and Google Maps manage external problem-solving processes - HAL-SHS - Sciences de l'Homme et de la Société Access content directly
Preprints, Working Papers, ... Year : 2018

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

Paris Chrysos

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.
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Dates and versions

halshs-01897205 , version 1 (16-10-2018)

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Attribution - NonCommercial

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  • HAL Id : halshs-01897205 , version 1

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Paris Chrysos. Empathy in the business model: how Facebook and Google Maps manage external problem-solving processes. 2018. ⟨halshs-01897205⟩
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