Empathy in the Business Model : How Facebook and Google Maps Manage External Problem-Solving Processes

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

Year of publication:	2018
Authors:	Chrysos, Paris
Publisher:	[S.l.] : SSRN
Subject:	Geschäftsmodell \| Business model \| Social Web \| Social web \| Emotion

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