基于系统动力学的顾客知识转移研究
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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.
【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.
引文
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2 Cavusgil S T,Calantone R J,Zhao Y.Tacit Knowledge Transfer and Firm Innovation Capability[J].Journal of Business&Industrial Marketing,2003,18(1):6-21.
3 Liu T L.Knowledge transfer:past research and future directions[J].The Business Review,2007,7(2):204-221.
4 Yang Q,Mudambi R,Meyer K.Conventional and Reverse Knowledge Flows in Multinational Corporations[J].Journal of Management,2008,34(5):882-902.
5 张永宁,陈磊.知识特性与知识转移研究综述[J].中国石油大学学报:社会科学版,2007,23(1):62-67.
6 Gebert H.Knowledge-enabled customer relationship management:integrating customer relationship management and knowledge management concepts1[J].Journal of Knowledge Management,2003,7(5):107-123.
7 Bueren A,Schierholz R,Kolbe L,et al.Customer Knowledge Management—Improving Performance of Customer Relationship Management with Knowledge Management[C]//Proceedings of the,Hawaii International Conference on System Sciences.IEEE Computer Society,2004:70172b.
8 肖爽,周宁.利用客户知识管理提升供应链性能的研究[J].情报杂志,2009,28(10):81-84.
9 王莉,方澜,罗瑾琏.顾客知识、创造力和创新行为的关系研究——基于产品创新过程的实证分析[J].科学学研究,2011,29(5):777-784.
10 牟超兰.顾客知识对技术创新绩效影响的实证研究[J].科技进步与对策,2015,(7):92-96.
11 Piller F T,Walcher D.Toolkits for idea competitions:a novel method to integrate users in new product development[J].R&D Management,2006,36(3):307–318.
12 张若勇,刘新梅,张永胜.顾客参与和服务创新关系研究:基于服务过程中知识转移的视角[J].科学学与科学技术管理,2007,28(10):92-97.
13 金晔,江可申,姚山季.顾客参与新产品开发对企业技术创新能力的影响机理及案例研究:基于顾客知识转移的视角[J].科技管理研究,2014,(16):12-17.
14 Szulanski G.Exploring internal stickiness:Impediments to the transfer of best practice within the firm[J].Strategic management journal,1996,17(S2):27-43.
15 Edwards J S,Lehaney B,Duan Y,et al.Toward understanding inter‐organizational knowledge transfer needs in SMEs:insight from a UK investigation[J].Journal of Knowledge Management,2006,10(3):6-23.
16 秦亚欧,刘岩.虚拟社区知识转移的情境研究[J].情报科学,2015,33(3):41-44.
17 Azadegan A,Wagner S M.Industrial upgrading,exploitative innovations and explorative innovations[J].International Journal of Production Economics,2011,130(1):54-65.
18 王欣,孙冰.企业内知识转移的系统动力学建模与仿真[J].情报科学,2012,(2):173-177.
19 董媛媛,王宏起.基于系统动力学R&D联盟知识转移行为研究[J].情报科学,2014,(6):51-55.
20 Huber G P.Organizational Learning:The Contributing Processes and the Literatures[J].Organization Science,1991,2(1):88-115.
21 Davenport T H,Prusak L.Working knowledge:How organizations manage what they know[M].Brighron:Harvard Business Press,1998:34.
2 Cavusgil S T,Calantone R J,Zhao Y.Tacit Knowledge Transfer and Firm Innovation Capability[J].Journal of Business&Industrial Marketing,2003,18(1):6-21.
3 Liu T L.Knowledge transfer:past research and future directions[J].The Business Review,2007,7(2):204-221.
4 Yang Q,Mudambi R,Meyer K.Conventional and Reverse Knowledge Flows in Multinational Corporations[J].Journal of Management,2008,34(5):882-902.
5 张永宁,陈磊.知识特性与知识转移研究综述[J].中国石油大学学报:社会科学版,2007,23(1):62-67.
6 Gebert H.Knowledge-enabled customer relationship management:integrating customer relationship management and knowledge management concepts1[J].Journal of Knowledge Management,2003,7(5):107-123.
7 Bueren A,Schierholz R,Kolbe L,et al.Customer Knowledge Management—Improving Performance of Customer Relationship Management with Knowledge Management[C]//Proceedings of the,Hawaii International Conference on System Sciences.IEEE Computer Society,2004:70172b.
8 肖爽,周宁.利用客户知识管理提升供应链性能的研究[J].情报杂志,2009,28(10):81-84.
9 王莉,方澜,罗瑾琏.顾客知识、创造力和创新行为的关系研究——基于产品创新过程的实证分析[J].科学学研究,2011,29(5):777-784.
10 牟超兰.顾客知识对技术创新绩效影响的实证研究[J].科技进步与对策,2015,(7):92-96.
11 Piller F T,Walcher D.Toolkits for idea competitions:a novel method to integrate users in new product development[J].R&D Management,2006,36(3):307–318.
12 张若勇,刘新梅,张永胜.顾客参与和服务创新关系研究:基于服务过程中知识转移的视角[J].科学学与科学技术管理,2007,28(10):92-97.
13 金晔,江可申,姚山季.顾客参与新产品开发对企业技术创新能力的影响机理及案例研究:基于顾客知识转移的视角[J].科技管理研究,2014,(16):12-17.
14 Szulanski G.Exploring internal stickiness:Impediments to the transfer of best practice within the firm[J].Strategic management journal,1996,17(S2):27-43.
15 Edwards J S,Lehaney B,Duan Y,et al.Toward understanding inter‐organizational knowledge transfer needs in SMEs:insight from a UK investigation[J].Journal of Knowledge Management,2006,10(3):6-23.
16 秦亚欧,刘岩.虚拟社区知识转移的情境研究[J].情报科学,2015,33(3):41-44.
17 Azadegan A,Wagner S M.Industrial upgrading,exploitative innovations and explorative innovations[J].International Journal of Production Economics,2011,130(1):54-65.
18 王欣,孙冰.企业内知识转移的系统动力学建模与仿真[J].情报科学,2012,(2):173-177.
19 董媛媛,王宏起.基于系统动力学R&D联盟知识转移行为研究[J].情报科学,2014,(6):51-55.
20 Huber G P.Organizational Learning:The Contributing Processes and the Literatures[J].Organization Science,1991,2(1):88-115.
21 Davenport T H,Prusak L.Working knowledge:How organizations manage what they know[M].Brighron:Harvard Business Press,1998:34.