基于网络视角的顾客-企业知识协同演化研究  

Research on Customers-enterprise Knowledge Coordination Evolution Based on Network

作　　者：卜心怡[1] 桑滨[1] 

机构地区：[1]杭州电子科技大学管理学院,杭州310018

出　　处：《情报学报》2012年第8期846-852,共7页Journal of the China Society for Scientific and Technical Information

基　　金：本文得到浙江省自然科学基金项目（No.Y6110289）资助.

摘　　要：顾客参与已经成为服务创新成功的关键因素，顾客参与企业的服务创新，并与企业的沟通与知识互动过程构成了一个知识协同网络，网络结构影响着知识协同的绩效。本文用复杂网络模型构造了顾客一企业知识协同网络，并通过对知识协同过程进行建模和仿真，对比分析了规则网络、小世界网络、随机网络上的知识协同绩效。研究结果表明：随机网络在初期较有效，但知识协同演化一段时间后，小世界结构上的知识协同绩效最高，这为组织建立有效的知识协同网络提供了依据和指导。Customer involvement has been recognized as an important factor for successful service innovation. It forms a knowledge coordination network in the process of customers＇ participation in the service innovation and interaction with enterprise staff. And the network structure influences the performance of knowledge coordination. Complex networks model is applied to construct the knowledge coordination network between customers and employees, the process of which is modeled by simulation method. Through the comparison and analysis of knowledge collaborative performances on regular network, small-world network and random knowledge, this paper concludes that random network is more efficient at first, but small-world network is the most efficient structure toward effective knowledge coordination in the long run. The findings can offer guidance for organization to establish efficient knowledge coordination network with customers.

关 键 词：顾客参与 知识协同 知识演化 复杂网络 

分 类 号：F270[经济管理—企业管理]