知识管理的服务特性及其满意度评价方法研究  

Research on Evaluation Method of Satisfaction for Knowledge Management Based on Service Features

作　　者：褚峻[1] 

机构地区：[1]中国人民大学信息资源管理学院,北京100872

出　　处：《情报科学》2013年第11期3-6,34,共5页Information Science

基　　金：国家自然科学基金项目(71073167);中国人民大学科研基金项目(10XNJ035)

摘　　要：从发现知识管理评价面临的问题入手,提出以服务理念取代价值理念的知识管理评价方法研究思路。首先分析了知识的概念、资源特性和资源意义,然后对知识管理的服务特性及服务评价策略等进行了讨论,最后分析了企业知识活动的内容与流程、服务认知框架、行为分析框架,及基于认知-行为模型的满意度评价方法。Considered the obstruction for evaluation of knowledge management, the evaluation method based on service features instead of value features was suggested. Firstly, the concept, resource characteristics, and meaning of knowledge were analysis. Secondly, the service features and evaluation strategies were discussed. Finally, the cognitive-behavioral model of satisfaction evaluation on knowledge management put forward, based on the analysis of knowledge activities in enterprises.

关 键 词：知识管理 满意度评价 认知-行为模型 

分 类 号：G250.2[文化科学—图书馆学] F272.4[经济管理—企业管理]