摘要
复杂软件系统研发过程中创意的产生与完善，非常需要来自组织外部客户创意知识的支持，如何获取组织外部具有相当复杂性和疑难性的客户创意知识意义重大。本文基于知识获取、知识情境、客户知识等理论，利用社会网络、系统分析、结构方程、案例分析等方法，对复杂软件系统研发过程中的客户创意知识内涵、来源、模型、方法、影响因素、实际案例等问题进行了研究，丰富和完善了复杂软件系统研发中客户创意知识获取理论，并为其实践提供借鉴。
界定了复杂软件系统研发过程中客户创意知识的核心概念，分析了其内涵、类型及特征；从客户创意知识重要度、客户网络节点重要度两个维度进行指标测量，建立了基于综合指标评价的重要客户识别模型，遴选为复杂软件系统创意提供重要客户创意知识的重要客户。
对复杂软件系统研发过程中的知识情境交互过程进行了探讨，构建了客户创意知识获取模型和重要客户激励模型。首先界定了研发团队知识情境和客户知识情境，引入知识情境树和相似度概念，研究了包含知识情境加载、感知、差异分析、调整、匹配五个步骤的交互过程与计算模型；其次，基于客户创意知识获取的知识情境交互，构建了复杂软件系统客户创意知识获取模型；最后分析了研发团队和客户之间的委托-代理博弈关系，确定了最优合约中客户努力水平和分享比例，建立了重要客户激励模型。
研究了信息技术、智能计算、社会网络支持下的复杂软件系统研发中客户创意知识获取方法，阐述了各种方法的前提条件、内容以及具体形式；建立了基于知识情境交互的客户创意知识获取方法集成平台，提出了一个包括理论、方法、技术工具在内的整体统一框架。
从工具方法、外部社会资本、制度支持、知识特征、知识情境相似性等五个方面，实证分析了复杂软件系统客户创意知识获取的影响因素。根据概念模型和相关假设，结合现有文献建立了量表，调研了42个复杂软件系统研发团队并收集问卷数据，利用SPSS13.0，对数据进行了信度分析和效度分析，并使用AMOS17.0软件对结构方程模型分析并讨论结果。实证揭示出各因素对客户创意知识获取的影响程度、方向以及相互关系，认为知识情境相似性变量对工具方法、外部社会资本、制度支持、知识特征等变量产生部分中介作用。
通过对复杂软件系统研发团队的实际调查提炼出两个案例，采用案例分析法详细分析复杂软件系统研发过程中客户创意知识获取的过程、事实以及具体做法，印证了本文提出的理论和方法。
基于上述研究，从复杂软件系统客户创意知识获取的重要客户识别、相关模型、获取方法、影响因素等方面，提出了相应的改进策略。
本文的理论意义在于建立了复杂软件系统研发中客户创意知识核心概念并进行深入分析，探索了客户创意知识获取模型及方法，丰富了现有知识获取理论基础；实践意义在于有利于改善复杂软件系统研发中的创意效果，提升软件研发质量。
The generation and improvement of creativity in the development process of complex software system needs to be supported by customer creativity knowledge, and how to acquire the customer creativity knowledge with considerable complexity and difficulty from outside the organization is of great significance. In this dissertation, drawing on the theories of knowledge acquisition, knowledge context and customer knowledge, it applies the methods of social network, system analysis, structural equation model and case analysis to study the nature, source, model, methods, factors, cases and other issues of customer creativity knowledge acquisition in the development process of complex software systems, thus enriching and improving the theory of customer creativity knowledge acquisition and further providing reference for practice.
In this dissertation, it defines the core conception of customer creativity knowledge and takes an analysis on its connotation, classification and characteristics; it measures the indice from two dimensions of customer creativity knowledge and network node importance degrees, and then establishes an important customer identification model based on the comprehensive index evaluation to select important customers with great creativity knowledge for the complex software system.
It discusses the knowledge context interaction in the development process of complex software system and constructs a customer creativity knowledge acquisition model and an important customer incentive model. First of all, this dissertation defines R&D team knowledge context and customer knowledge context, by introducing the concepts of knowledge context tree and similarity, and studies the interaction process and calculation model by following five steps including knowledge contect loading, perception, difference analysis, modifing and matching; Next, based on the knowledge context interaction of the customer creativity knowledge acquisiton model, it constructs a customer creativity knowledge acquisiton model of complex software system; Finally, it takes an analysis on the principal-agent relationship between R&D team and customers in order to determine the optimal customer effort level and sharing proportion in the contracts.
Furthermore, it studies the customer creativity knowledge acquisition methods in the development process of complex software system under the support of information technology, intelligent computing and social network, and then elaborates preconditions, content and specfic forms of each method; it also sets up an integrated platform of customer creativity knowedge acquisition according to knowledge context interaction, and then proposes an overall framework including theory, methods and technical tools.
In addition, this dissertation makes an empirical analysis on the influencing factors of customer creativity knowledge acquisition for the complex software system from five aspects including technical tools, external social capital, system support, knowledge characteristics and knowledge context similarity. According to the conceptual model and its corresponding hypotheses, by combining the existing scales in literature, questionnaire surveys are administered to42complex software system R&D teams and the data are collected afterwards, then analyzes reliability and validity of the data by using SPSS13.0, carries out structural equation model analysis by using AMOS17.0and discusses the results. The empirical results show the impact, direction and mutual relationship of each factor to customer creativity knowledge acquisition, and demonstrate that knowledge context similarity has a partial mediating effect on technical tools, external social capital, system support and knowledge characteristics.
By refining two typical cases out of the actual survey of complex software system R&D teams, it applies case analysis method to analyze the process, facts and specific approach of customer creativity knowledge acquisition in the development process of complex software system in detail, thereby verifying the theories and methods presented in this dissertation.
Based on the above researches, this dissertation further proposes corresponding improvement strategies from important customer identification, relevant models, acquisition methods, and influencing factors of customer creativity knowledge acquisition in the development process of complex software system.
For this dissertation,the theoretical significance lies in the construction of core concepts of customer creativity knowledge in the development process of complex software system and their in-depth analysis, and further the exploration of customer creativity knowledge acquisition model and methods, thereby enriching the existing knowledge acquisition theory from a new perspective. Meanwhile, the practical significance is that it is conducive to improving creative effects in the research and development of complex software system, thus enhancing software development quality.
引文
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