客户知识管理激励机制研究

A study on incentive mechanism of customer knowledge management

通过采用文献分析等方法探讨企业客户知识管理的激励机制。认为客户知识管理是客户与企业双向的委托代理关系,故建立了客户知识管理的博弈模型,包括客户效用函数与企业效用函数,在模型上进行求解分析,结果表明,客户知识管理的激励强度与方向是由激励方向、内激励因素转换因子、激励贴现因子等的不同取值决定的。

This study aims to explore the incentive mechanism on the enterprise customer knowledge administration. It is thought that the customer knowledge management is the two-way relationship of agency by agreement between the customer and the enterprise and sets up the game model which includes customer utility function and enterprise utility function. By the evaluation analysis on the model, the findings show that intensity of incentive and direction are determined by the different values of incentive preference, changeable gene of inside incentive factor, stimulant discounting rate, etc.