创新服务开发中企业-顾客在线知识共创过程机制的案例研究

A Case Sudy on The Process Mechanism of Enterprise-customer Online Knowledge Co-creation in New Service Development

本文在理论分析基础上,通过对杭州正方软件股份有限公司软件类创新服务开发项目需求分析环节的单案例分析,构建了创新服务开发中企业-顾客知识共创的过程机制模型。研究发现,企业-顾客内向型和外向型知识共创过程均可分为知识共享、知识获取、知识融合和知识创造四个围绕特定创新服务开发项目,基于企业-顾客在线互动和知识流动转化的,周而复始、螺旋上升的动态循环阶段;两类知识共创在目标、载体、进程、基础和途径上存在较大一致性,但在知识源专门化程度、知识共享和获取效率、学习意愿和能力、知识集合容量和系统性、组织化程度上存在一定区别。

Based on the theoretical analysis,through the case study of the demand analysis process of the software development project of Hangzhou Zheng Fang software company Limited by Shares,a model of enterprise-customer knowledge co-creation process mechanism in new service development is built.The study found that both the enterprise-customer introversion and extroversion knowledge co-creation process can be divided into four dynamic cycle stages of knowledge sharing,knowledge acquisition,knowledge integration and knowledge creation,around a specific new service development project,on the basis of enterprise-customer online interaction and knowledge flow transformation,cycle and spiral up.Between the two kinds of knowledge co-creation,there is a great consistency in the target,carrier,process,basis and way,but certain differences in the specialization degree of knowledge sources,knowledge sharing and acquisition efficiency,learning willingness and ability,the knowledge collection capacity and systematicness,organization degree.