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

Paris Chrysos (1)

1 ISC Paris - Institut Supérieur du Commerce de Paris

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.

Mots clés: Developers; Business models; Open Innovation; Problem- Solving; Empathy

Domaines: Gestion et management

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