个人知识管理在顾客参与和制造企业服务创新之间的中介机制研究

The Mediating Effect of Personal KM among Customer Involvement and Service Innovation

如何通过顾客参与实现服务创新是我国制造企业转型发展面临的主要问题。以企业MB为例,基于访谈和问卷调研,对顾客参与、个人知识管理和服务创新之间的关系进行了分析,并提出了个人知识管理的类型及测量指标。研究表明,个人知识管理可以划分为顾客知识和顾客关系两个维度,而且个人知识管理是顾客参与和服务创新之间的中介机制。

How to implement service innovation for Chinese manufacturing firms by customer involvement is the key problem to transformation. Through the interview and questionnaire research in MB, the relationship among customer involvement, personal KM (Knowledge Management) and ser-vice innovation is investigated. The types and measurement indicators are proofed. The result indicates that personal KM can be classified into customer knowledge and customer relationship. Furthermore, the mediating effect of personal KM is investigated.