基于客户需求的智库知识服务方式实证研究

Empirical Research on Knowledge Service Modes of Think Tank Based on Client Requirements

[目的/意义]需求一直是提高服务质量和服务水平的关键所在,从客户需求视角探究有效的知识服务方式对于保障智库的知识服务质量,提高智库的服务水平和影响力具有重要意义。[方法/过程]通过文献回顾总结客户对智库知识服务的需求类型和智库的知识服务方式,采用问卷调查法面向政府工作人员和社会公众两类客户群体搜集数据,分析客户对智库知识服务的认知程度、需求强度以及服务方式的选择意愿,并通过偏最小二乘回归模型分析智库的客户需求与知识服务方式的作用关系。[结果/结论]政府工作人员对智库知识服务的认知程度显著高于社会公众,而且,政府工作人员更了解党政智库,社会公众更了解高校智库;客户对智库的知识服务需求强度从高到低分别为人才支持、政策研究、决策咨询和舆论宣传;客户对智库不同知识服务方式的选择意愿从高到低依次是公开媒体、公开出版、线下交流和内部合作,而且客户的各种知识服务需求正向显著影响智库的不同知识服务方式。

[Purpose/significance]Requirement has always been the key to improve service quality and level.Exploring effective knowledge service mode from the perspective of client requirement is of great significance to guarantee the knowledge service quality and improve the service level and influence of think tanks.[Method/process]Through literature review,this paper summarized the types of client requirements for think-tank knowledge service and the knowledge service modes of think tanks.Then a questionnaire survey was used to collect data from two client groups,including government employees and the public.This paper analyzed the clients’cognition degree,intensity of requirements and service mode selection intention for think tank knowledge services,and analyzed the relationships between client requirements and knowledge service modes of think tanks through partial least squares regression model.[Result/conclusion]The cognition degree of government employees to think tank knowledge service is significantly higher than that of the public.And government employees have a better understanding of party and government think tanks,while the public has a better understanding of university think tanks.The intensity of clients’requirements for the knowledge services of think tanks from high to low are talent support,policy research,decision-making consultation and public opinion propaganda.Clients’willingness to choose different knowledge service modes of think tanks is,from high to low,open media,open publication,offline communication and internal cooperation.Moreover,clients’requirements for various knowledge service modes have a significant positive impact on the different knowledge service modes of think tanks.