基于顾客知识转移视角的企业创新绩效产生机制研究——以小米公司为例

顾客知识资源已成为提高企业创新能力的重要来源。为打开企业通过顾客知识转移促进企业创新绩效这一过程黑箱,通过对小米公司的案例研究发现:转移意愿是促使顾客知识转移的重要前提;顾客知识转移经历了一个动态演进过程,在探索阶段顾客通过平台通道直接与企业进行知识交流与共享以形成知识转移,而在发展和成熟阶段则是通过构建知识网络并从中吸收知识,进而再通过平台通道进行知识转移;组织治理机制相应经历了从仅有的信任、保障机制到文化机制构建和完善的演化。最后,本文为助力传统企业转型升级提出打通转移通道、开发顾客知识,拓宽转移通道、注重内容战略,构建文化纽带、驱动知识转移等管理启示。

Customer knowledge resource has become an important source of improving enterprise innovation ability, To reveal how to improve enterprise innovation performance with customer knowledge transfer, we studied on the case of Xiaomi. The results indicated that transfer willingness is an important prerequisite which results in knowledge transfer. Moreover, customer knowledge transfer has undergone a dynamic evolution. At the stage of exploration, customers directly transfer knowledge to the enterprise through the platform. While, at the stage of development and maturity, the customers construct knowledge network from which they absorb knowledge, and then they transfer knowledge to the enterprise through the platform. Finally, the organizational governance mechanism has undergone the evolution from only having trust and guarantee mechanism to the addition of culture mechanism. At last, the paper put forward management revelations to promote the upgrading of traditional enterprises, including opening up transfer channels to develop customer knowledge; expanding channels and focusing on the content of strategy; and establishing culture ties to drive customer knowledge transfer.