基于系统动力学的顾客知识转移研究  

Study of the Customer Knowledge Transfer Based on System Dynamics

作　　者：宋燕[1] 胡飞[2] SONG Yan HU Fei(Science and Technology Department, Taiyuan University of Technology, Taiyuan 030024, China School of Economics and Management, Taiyuan University of Technology, Taiyuan 030024, China)

机构地区：[1]太原理工大学科技处,山西太原030024 [2]太原理工大学经济管理学院,山西太原030024

出　　处：《情报科学》2017年第2期38-43,共6页Information Science

基　　金：教育部人文社会科学研究青年基金项目(14YJC630006)

摘　　要：【目的/意义】顾客知识转移对于企业获取竞争优势,实现可持续发展具有重要现实意义。【方法/过程】本文基于传播学理论分析了顾客知识转移的过程和影响因素,构建了顾客知识转移的系统动力学模型,通过Vensim PLE软件进行仿真,并通过调整知识转移情境和知识需求参数分析系统的灵敏度。研究表明:该模型较好地拟合了现实的顾客知识转移过程;顾客知识转移系统对知识转移情境和知识需求参数均有较高的灵敏度。【结果/结论】研究结果对企业制定顾客知识转移策略,促进顾客知识转移具有一定参考价值。【Purpose/significance】Customer knowledge transfer is of great practical significance for enterprises to gaincompetitive advantage and realize sustainable development.【Method/process】Based on communication theory, this articleanalyzes the process of customer knowledge transfer and its impact factors, constructs a system dynamics model of thecustomer knowledge transfer. The paper also conducts simulation analysis on the system dynamics model by the VensimPLE software and carries on the sensitivity analysis by adjusting knowledge transfer situation and knowledge demandparameters. 【Result/conclusion】The results show that the model can fit the practical process of customer knowledgetransfer well; The system of customer knowledge transfer has a high sensitivity to the knowledge transfer situation and theknowledge demand parameter. The results of the research have a certain reference value for enterprises to formulatecustomer knowledge transfer strategy and promote customer knowledge transfer.

关 键 词：顾客知识 知识转移 系统动力学 

分 类 号：C912[经济管理] G302[社会学]