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

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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https://halshs.archives-ouvertes.fr/halshs-01897205
Contributor : Paris Chrysos <>
Submitted on : Tuesday, October 16, 2018 - 11:43:01 PM
Last modification on : Thursday, March 7, 2019 - 5:44:01 PM
Long-term archiving on: Thursday, January 17, 2019 - 3:39:50 PM

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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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