基于超网络模型的顾客参与知识共享研究

A research on customer participation in knowledge sharing based on the super-network model

知识共享是知识创新的基础和源泉,也是企业获取竞争优势的关键,在“共享经济”时代,顾客的参与为企业的知识共享注入了新鲜血液。本文结合超网络理论建立了包含知识子网络、顾客子网络和企业组织子网络的顾客与企业间的知识共享超网络模型,从准备阶段、实施阶段、整合阶段、创新阶段和维护阶段对顾客参与知识共享的过程进行分析,并运用Netlogo软件对顾客与企业间的知识共享进程进行仿真分析。实验结果表明:(1)共享能力、创新能力和顾客忠诚度的提升能够加快企业的知识创新进程,其中创新能力对企业知识创新速度的影响最为显著;(2)共享能力的提升能够增加系统知识总量;(3)顾客忠诚度的提升对共享能力和创新能力具有间接的促进作用。

At present,the core competitiveness of many enterprises is generally low,and the ability of independent innovation and independent learning is relatively lacking.At the same time,in the process of improving the core competitiveness of enterprises,there is not enough attention to knowledge and knowledge management,which has become a bottleneck restricting the improvement of the core competitiveness of Chinese enterprises.Studies have found that knowledge has gradually replaced capital and energy as an important resource for enterprise development,and it is also the key for enterprises to gain a competitive advan tage in fierce market competition.With the application of Internet technologies such as big data and cloud computing and the development of"consumer sovereignty",customers have transformed from passive value recipients to value leaders to participate in the value creation activities of enterprises.Therefore,this article intends to analyze the influence mechanism of customer participation on enterprise knowledge innovation from the perspective of customer-enterprise interaction and knowledge sharing.A super-network model of customer participation in knowledge sharing that includes three parts:knowledge sub-network,customer sub-network and enterprise organization sub-network is constructed in this article,which describes the relationship among the three heterogeneous nodes of knowledge node,customer node,and enterprise employee node,and the relationship between the homogeneous nodes.At the same time,the article analyzes the process of customer participation in knowledge sharing from four stages:preparation phase,implementation phase,integration phase,innovation phase,and maintenance phase,and builds a process diagram of customer participation in knowledge sharing on this basis.The article adopts the simulation experiment method to study the process model of customer participation in knowledge sharing,and mainly uses Netlogo software to model and simulate the super-network model of customer participation in knowledge sharing.The focus of the article is to analyze the influence of customer knowledge sharing ability,knowledge innovation ability and customer loyalty on the process of enterprise knowledge innovation,and the main conclusions obtained are as follows:Firstly,sharing ability,innovation ability and customer loyalty all have a significant positive impact on the process of enterprise knowledge innovation,and innovation ability is the key driving factor to accelerate the process of enterprise knowledge innovation.Compared with the improvement of sharing ability and customer loyalty,the improvement of knowledge innovation ability has a more significant impact on the process of knowledge innovation.Secondly,sharing ability is a key factor that determines the total amount of system knowledge.From the experimental data,it can be seen that the improvement of knowledge innovation ability,knowledge sharing ability and customer loyalty can accelerate the process of enterprise knowledge innovation,but compared with the improvement of innovation ability and customer loyalty,the improvement of sharing ability significantly increases the total knowledge of the system.This result shows that the improvement of sharing ability enables knowledge sharing participants to increase their ability to express,transfer and absorb knowledge,further increase the total amount of shared knowledge and improve the efficiency of knowledge sharing,thereby increasing the amount of knowledge in the system.Thirdly,the improvement of customer loyalty has an indirect role in promoting sharing ability and innovation ability.The improvement of customer loyalty increases the number of new knowledge nodes and new customer nodes,and accelerates the generation of new knowledge nodes and new customer nodes.This result shows that the improvement of customer loyalty will make customers invest more time and energy in the process of knowledge sharing,and indirectly improve their knowledge sharing ability and innovation ability.