顾客-企业知识协同网络研究——基于知识密集型服务企业

A Research on Customer-enterprise Knowledge Coordination

企业与顾客进行知识互动与沟通,形成的知识协同网络有利于知识创新的产生,由于顾客拥有不同类型的知识,针对顾客知识进行分类,将网络分为局域世界网络和BA无标度网络。通过对知识协同过程进行建模仿真,分析这两类网络对知识协同产生的不同效应,从而探讨顾客知识分类对知识协同的影响。研究结果显示,BA无标度网络在网络更新初期具有优势,随着知识协同推进,局域世界网络优势突显,这为企业进行服务创新时如何对顾客进行管理以增进知识协同提供了有力指导。

The process of the interaction with customers and enterprise staffs forms a knowledge coordination network,which will be to the benefit of the creation of knowledge. Different Customers have different characteristics of knowledge,a knowledge coordination network between customers and employees is constructed, and the network is taken as the local-world and BA scale-free network based on the customer classification. Through the analysis between the two networks,it is concluded that the BA scale-free network is more efficient at the beginning,but for the long road ahead,the local-world network is much more efficient. This finding is helpful for organizations to manage the customers so as to promote the knowledge coordination when service innovation is involved.