基于知识视角的服务企业员工创新行为研究
|
摘要
知识经济时代,信息和知识被视为在发展经济中价值创造的主要驱动力(Zuboff,1996),知识作为现代社会中最重要的战略资源,对当前经济和社会发展发挥着无可替代的决定性作用。同时,21世纪全球的经济形态已转变为以创新为主的知识经济时代。对服务企业而言,创新同样是获得竞争优势的主要源泉。而作为企业组织创新基础的员工创新行为,直接关系到企业的生存和发展。Woodman, Sawyer, Griffin (1993)等指出创新的结果是由个人延伸到团队,最后延伸到组织,乃至整个社会,也就是说无论哪种创新,所有的基础都来自个人的创新。可以说,员工创造力及创新行为是组织创新的源泉和起点,是组织持续发展的根本动力。因此,如何对员工创新行为进行有效的管理,成为服务企业需要普遍关注的问题。
服务企业员工创新绩效提升的根本前提是了解其创新行为的本质,需要以此作为研究出发点。由于员工创新行为是一个复杂的多层次、多维度的系统过程,目前对其研究视角也是多种多样,涉及到社会文化、行业环境、组织氛围等宏观影响因素,也涉及到员工特质、个性等微观影响因素。然而由于知识作为创新实现的关键因素,成为研究创新的重要突破点。因此本课题选取知识作为研究出发点,通过知识认知的“主观概率”将知识概念的认识论与功利论相统一,并落实到具体的行为研究中,即服务企业员工创新行为；同时通过选取服务企业典型代表——酒店从业人员作为研究对象进行相关实证研究。主要研究内容与成果如下：
1.服务企业员工创新行为研究的理论基础。一是根据顾客需求的变化规律,系统描绘了服务企业服务形式的演变历程,从而推断出员工创新行为是未来服务发展所需最高形式——个性化服务的必然结果,提出了服务企业服务创新与服务标准化的螺旋演进。二是界定了服务企业员工创新行为的概念,指出员工创新行为在某种程度上是一种帕累托改进,并进行了其行为特征和内外部动因分析。三是基于与之相关的服务创新分类的研究基础,进行了员工创新行为表现形式分析,总结了服务内容、服务形式、服务流程、服务情感引发的四种创新形式。
2.基于知识视角的服务企业员工创新行为产生机制研究。一是基于效用理论进行了员工信息知识转化机制研究,为企业员工知识获取研究奠定基础。二是基于个体知识的主观论,进行了员工个体知识的主观概率值和主观概率阈值分析,并通过调查问卷分析证实其存在性。三是结合员工知识获取与知识认知过程,进行了服务企业员工创新行为的产生机制研究。
3.服务企业员工创新行为量表与信息获取量表的设计。在国内外研究文献基础上,切合服务企业员工自身工作特征,制定了具有一定信度和效度的服务企业员工创新行为测量量表和信息获取测量量表。根据服务企业员工创新行为的特征与内容,提出了服务企业员工创新行为分为创新倾向、创新构想的产生、创新构想的执行、创新构想的实践四个结构维度；服务企业员工信息获取按照路径分为员工与顾客间信息转移、员工与组织间信息传递、员工与同事间信息共享、员工与外部间信息获取四个维度。通过高星级酒店从业人员的调查问卷发放与回收,进行样本统计的探索性因子分析和验证性因子分析,检验了服务企业员工创新行为和信息获取量表的维度构成。同时分析了员工创新行为和信息获取在统计样本的性别、职位、年龄等个人背景变量上存在的差异。
4.服务企业员工个体知识主观概率值、阈值与创新行为结构维度间关系研究。通过相关性分析,检验了员工个体知识主观概率值与创新行为的创新倾向显著负相关,员工个体知识主观概率阈值与创新行为的创新构想执行显著负相关,揭示了员工个体知识主观概率值、阈值在创新行为的作用。
5.利用结构方程模型分析了服务企业员工信息获取路径维度与创新行为过程维度间关系路径。研究得知：员工与顾客间信息转移、员工与同事间信息共享、员工与组织间信息传递、员工与外部间信息获取与创新行为的创新倾向、创新构想的产生、创新构想的执行、创新构想的实践显著正相关。其中,在员工信息获取路径维度与创新行为过程维度的路径分析中,员工与顾客间信息转移、员工与外部间信息获取对员工创新行为贡献度较大。
总之,本课题遵循“信息—知识—行为”的研究思路,综合运用管理学、经济学、行为学等相关学科的理论基础,对服务企业员工创新行为进行系统研究,一方面基于服务企业员工工作行为特征探求普适性研究成果,从知识视角分析其行为产生机制；另一方面结合调查问卷的有效设计进行服务企业员工信息获取与创新行为的关系研究。
本研究主要创新点表现在以下几个方面：
1.信息-知识-创新行为贯穿全文的独特研究思路
在员工创新行为的研究,多是基于社会学、行为学和心理学等学科的理论基础,而本研究选取知识视角,遵循“信息-知识-行为”研究思路,对服务企业员工创新行为进行系统的研究,具有创新性的研究思路。同时当前对于员工创新行为研究较多,然而多是基于高技术企业或创意团队等知识密集型企业,对于具有知识和劳动双重密集型的服务企业员工创新行为研究较少,因此本研究选取服务企业员工创新行为作为研究对象,弥补了当前研究的空白。
2.主观概率在员工个体知识表征中的引入与应用
本文基于“知识是被确信的信念”概念出发,用“主观概率”来表示员工个体知识(信念)的确信程度,这种用主观概率进行知识表征的形式,实现了知识概念的功利论和认识论的统一。同时用调查问卷形式进行了员工个体知识的主观概率值和阈值存在性问题的调查,用区间形式量化了其大小问题。并且将这两个概念与员工创新行为发生过程相结合,进行了基于知识视角的服务企业员工创新行为产生机制研究,具有一定的新颖性。
3.服务企业员工创新行为量表和信息获取量表的有效设计
本文在国内外研究文献基础上,特别针对服务企业员工工作特征,进行了服务企业员工创新行为测量量表和信息获取测量量表的设计,并通过了一定的信度和效度分析。同时通过样本数据的收集与整理,该量表检验了服务企业员工创新行为和信息获取路径的结构维度,指出服务企业员工创新行为可以划分为创新倾向、创新构想的产生、创新构想的执行、创新构想的实践四个维度,服务企业员工信息获取路径也可以划分为四个维度,即员工与顾客间信息转移、员工与组织间信息传递、员工与同事间信息共享、员工与外部间信息获取。
Knowledge economy age, information and knowledge are regarded as the main driver of value creation in economic development (Zuboff,1996). As the most important strategic resources of modern society, knowledge plays an indispensable and decisive effect in current economic and social development. Meanwhile, global economy has been transformed into innovative-based form in the 21st century. As for service business, innovation is the main source of competitive advantage. Similarly, as a basis for organizational innovation, employee innovation behavior is directly related to survival and development of enterprises. Woodman, Sawyer, Griffin (1993) pointed out that the result of innovation was extended to the team, organization, and even the society by individuals, that is to say, no matter what kind of innovation, the basis of all innovation came from individuals. Employee creativity and innovation behavior is a source and starting point of organizational innovation, is the fundamental driving force for sustainable development. Therefore, how to effectively manage service employee innovation behavior, which becomes an universal problem for enterprise.
At present, there are varied angles for employee innovative behavior, At present, there are many kinds of visual angle for employee innovation behavior, involving macroscopical facets, such as society, business, organization and other factors, also related to microscopic facets, such as staff characteristics, however the fundamental premise of performance improvement of employees innovation behavior for service business is to understand the nature of innovation behavior, and as a research starting point. As a key factor to achieve innovation, knowledge becomes an important breakthrough to study innovation, so this topic is from the perspective of knowledge, achieves the unity of knowledge concept's epistemology and knowledge concept's utility through "subjective probability", and is applied in specific behavior study. The topic follows "information-knowledge-behavior" research ideas, synthesizes and exerts management theory, economics theory, behavioral science theory and other related subjects, puts up system research on. The main contents and results are as follows: i Theory basis of research on service employee innovation behavior. First, according to customer demand changes, the paper systemically describes the evolution of service form supplied by service enterprises, sequentially deduces that employee innovation behavior is the highest form of service development, which is the inevitable result of personalized service, puts forward the spiral evolution between innovative service and standardized service. Second, the paper defines the concept of employee innovation behavior, carries out their behavior characteristics and internal and external motivation analysis, points out that employee innovation behavior is a Pareto improvement in a way. Third, based on related innovation classification research, the paper analyzes represent forms of employee innovation behavior, sums up the service content, service form, service flow, service sensibility four innovation forms.
ii Research on production mechanism of service employee innovation behavior based on knowledge perspective. First, the paper carries out transformation mechanism between information and knowledge for employees based on utility theory, which will lay the foundation for employees' knowledge acquirement study. Second, based on subjectivism of individual knowledge, the paper analyzes individual knowledge subjective probability and individual knowledge threshold value, confirms its presence by questionnaire analysis. Third, combining with employees' knowledge cognition and knowledge acquisition, the paper puts up research on production mechanism of service employees innovation behavior
iii Designs on service employee innovative behavior scale and information acquirement scale. Based on home and abroad literatures, combining with service employees own characteristics, the paper designs service employee innovation behavior scale and information acquirement scale which have a certain degree of reliability and validity. The paper puts forward service employee innovation behavior has four-dimensional structure, namely innovation orientation, innovation ideas generation, innovation ideas implementation, innovation ideas practice. And service employee information acquirement has four-dimensional structure according to path, namely information transfer between employee and customer, information transmitting between employee and organization, information sharing between employee and colleague, information acquirement between employee and exterior. The paper puts up exploratory factor analysis and confirmatory factor analysis by sample statistics to test the two scales'dimension structure. Simultaneously the paper analyzes service employee innovation behavior and information acquirement variables have differences in gender, position, age and personal background variables.
iv Relation researches on between service employee individual knowledge subjective probability and innovation behavior structure dimension. Through relation analysis, the paper tests that service employee individual knowledge subjective probability is significantly negatively related to innovation orientation of innovation behavior, and service employee individual knowledge subjective probability threshold value is significantly negatively related to innovation ideas implementation of innovation behavior. The paper reveals that service employee individual knowledge subjective probability and threshold value play an important part in innovation behavior.
v Analysis on the relationship path between path dimensions of service employees' information acquirement and process dimensions of innovation behavior with structural equation model. There are significant correlation among information transfer between employee and customer, information transmitting between employee and organization, information sharing between employee and colleague, information acquirement between employee and exterior with innovation orientation, innovation idea generation, innovation idea implementation, innovation idea practice. Among these paths, information transfer between employee and customer, information acquirement between employee and exterior have a larger contribution of innovation behavior.
The main research innovations are in the following areas:
i Unique research ideas
First, research perspective is uniquely selected. Employee innovation behavior is mostly based on sociology, behavior, psychology and other subjects, however the paper selects knowledge perspective, follows "information-knowledge-behavior" research idea, carries out systemic research on service employee innovation behavior, which has innovative research ideas. Second, study object is uniquely selected. Although there are many researches about employee innovation behavior, which are based on high technology enterprises or creative team which belong to knowledge-intensive enterprises. There are lack in research on the service employees with knowledge and work double-intensive. So this study makes up the current research gaps. Third, research method is uniquely selected. The paper selects economics'utility theory to explain the transformation mechanism between information and knowledge.
ii Subjective probability introduction and application in employee individual knowledge representation
Based on the concept "knowledge is convinced belief", the paper adopts "subjective probability" to express the assuredness degree of employee individual knowledge, this form of knowledge presentation with subject probability achieves the unity of knowledge concept's epistemology and knowledge concept's utility. Meanwhile, the questionnaires are adopted to investigate the existence problem of subject probability and subject probability threshold value, and to measure their size problem with interval form. At the same time, combining with service employee innovation behavior, the paper analyzes production mechanism of service employee innovation behavior based on knowledge perspective, which have some originality.
iii Effective design on service employee innovation behavior scale and information acquirement scale
Based on home and abroad study literatures, in particular according to work characteristics of service employees, the paper designs service employee innovation behavior scale and information acquirement scale, and the two scales have reliability and validity through analysis. Through data collection and sorting, the paper tests service employee innovation behavior has four structure dimensions, namely innovation orientation, innovation ideas generation, innovation ideas implementation, innovation ideas practice. And tests service employee information acquirement has four path structure dimensions, namely information transfer between employee and customer, information transmitting between employee and organization, information sharing between employee and colleague, information acquirement between employee and exterior.
服务企业员工创新绩效提升的根本前提是了解其创新行为的本质,需要以此作为研究出发点。由于员工创新行为是一个复杂的多层次、多维度的系统过程,目前对其研究视角也是多种多样,涉及到社会文化、行业环境、组织氛围等宏观影响因素,也涉及到员工特质、个性等微观影响因素。然而由于知识作为创新实现的关键因素,成为研究创新的重要突破点。因此本课题选取知识作为研究出发点,通过知识认知的“主观概率”将知识概念的认识论与功利论相统一,并落实到具体的行为研究中,即服务企业员工创新行为；同时通过选取服务企业典型代表——酒店从业人员作为研究对象进行相关实证研究。主要研究内容与成果如下：
1.服务企业员工创新行为研究的理论基础。一是根据顾客需求的变化规律,系统描绘了服务企业服务形式的演变历程,从而推断出员工创新行为是未来服务发展所需最高形式——个性化服务的必然结果,提出了服务企业服务创新与服务标准化的螺旋演进。二是界定了服务企业员工创新行为的概念,指出员工创新行为在某种程度上是一种帕累托改进,并进行了其行为特征和内外部动因分析。三是基于与之相关的服务创新分类的研究基础,进行了员工创新行为表现形式分析,总结了服务内容、服务形式、服务流程、服务情感引发的四种创新形式。
2.基于知识视角的服务企业员工创新行为产生机制研究。一是基于效用理论进行了员工信息知识转化机制研究,为企业员工知识获取研究奠定基础。二是基于个体知识的主观论,进行了员工个体知识的主观概率值和主观概率阈值分析,并通过调查问卷分析证实其存在性。三是结合员工知识获取与知识认知过程,进行了服务企业员工创新行为的产生机制研究。
3.服务企业员工创新行为量表与信息获取量表的设计。在国内外研究文献基础上,切合服务企业员工自身工作特征,制定了具有一定信度和效度的服务企业员工创新行为测量量表和信息获取测量量表。根据服务企业员工创新行为的特征与内容,提出了服务企业员工创新行为分为创新倾向、创新构想的产生、创新构想的执行、创新构想的实践四个结构维度；服务企业员工信息获取按照路径分为员工与顾客间信息转移、员工与组织间信息传递、员工与同事间信息共享、员工与外部间信息获取四个维度。通过高星级酒店从业人员的调查问卷发放与回收,进行样本统计的探索性因子分析和验证性因子分析,检验了服务企业员工创新行为和信息获取量表的维度构成。同时分析了员工创新行为和信息获取在统计样本的性别、职位、年龄等个人背景变量上存在的差异。
4.服务企业员工个体知识主观概率值、阈值与创新行为结构维度间关系研究。通过相关性分析,检验了员工个体知识主观概率值与创新行为的创新倾向显著负相关,员工个体知识主观概率阈值与创新行为的创新构想执行显著负相关,揭示了员工个体知识主观概率值、阈值在创新行为的作用。
5.利用结构方程模型分析了服务企业员工信息获取路径维度与创新行为过程维度间关系路径。研究得知：员工与顾客间信息转移、员工与同事间信息共享、员工与组织间信息传递、员工与外部间信息获取与创新行为的创新倾向、创新构想的产生、创新构想的执行、创新构想的实践显著正相关。其中,在员工信息获取路径维度与创新行为过程维度的路径分析中,员工与顾客间信息转移、员工与外部间信息获取对员工创新行为贡献度较大。
总之,本课题遵循“信息—知识—行为”的研究思路,综合运用管理学、经济学、行为学等相关学科的理论基础,对服务企业员工创新行为进行系统研究,一方面基于服务企业员工工作行为特征探求普适性研究成果,从知识视角分析其行为产生机制；另一方面结合调查问卷的有效设计进行服务企业员工信息获取与创新行为的关系研究。
本研究主要创新点表现在以下几个方面：
1.信息-知识-创新行为贯穿全文的独特研究思路
在员工创新行为的研究,多是基于社会学、行为学和心理学等学科的理论基础,而本研究选取知识视角,遵循“信息-知识-行为”研究思路,对服务企业员工创新行为进行系统的研究,具有创新性的研究思路。同时当前对于员工创新行为研究较多,然而多是基于高技术企业或创意团队等知识密集型企业,对于具有知识和劳动双重密集型的服务企业员工创新行为研究较少,因此本研究选取服务企业员工创新行为作为研究对象,弥补了当前研究的空白。
2.主观概率在员工个体知识表征中的引入与应用
本文基于“知识是被确信的信念”概念出发,用“主观概率”来表示员工个体知识(信念)的确信程度,这种用主观概率进行知识表征的形式,实现了知识概念的功利论和认识论的统一。同时用调查问卷形式进行了员工个体知识的主观概率值和阈值存在性问题的调查,用区间形式量化了其大小问题。并且将这两个概念与员工创新行为发生过程相结合,进行了基于知识视角的服务企业员工创新行为产生机制研究,具有一定的新颖性。
3.服务企业员工创新行为量表和信息获取量表的有效设计
本文在国内外研究文献基础上,特别针对服务企业员工工作特征,进行了服务企业员工创新行为测量量表和信息获取测量量表的设计,并通过了一定的信度和效度分析。同时通过样本数据的收集与整理,该量表检验了服务企业员工创新行为和信息获取路径的结构维度,指出服务企业员工创新行为可以划分为创新倾向、创新构想的产生、创新构想的执行、创新构想的实践四个维度,服务企业员工信息获取路径也可以划分为四个维度,即员工与顾客间信息转移、员工与组织间信息传递、员工与同事间信息共享、员工与外部间信息获取。
Knowledge economy age, information and knowledge are regarded as the main driver of value creation in economic development (Zuboff,1996). As the most important strategic resources of modern society, knowledge plays an indispensable and decisive effect in current economic and social development. Meanwhile, global economy has been transformed into innovative-based form in the 21st century. As for service business, innovation is the main source of competitive advantage. Similarly, as a basis for organizational innovation, employee innovation behavior is directly related to survival and development of enterprises. Woodman, Sawyer, Griffin (1993) pointed out that the result of innovation was extended to the team, organization, and even the society by individuals, that is to say, no matter what kind of innovation, the basis of all innovation came from individuals. Employee creativity and innovation behavior is a source and starting point of organizational innovation, is the fundamental driving force for sustainable development. Therefore, how to effectively manage service employee innovation behavior, which becomes an universal problem for enterprise.
At present, there are varied angles for employee innovative behavior, At present, there are many kinds of visual angle for employee innovation behavior, involving macroscopical facets, such as society, business, organization and other factors, also related to microscopic facets, such as staff characteristics, however the fundamental premise of performance improvement of employees innovation behavior for service business is to understand the nature of innovation behavior, and as a research starting point. As a key factor to achieve innovation, knowledge becomes an important breakthrough to study innovation, so this topic is from the perspective of knowledge, achieves the unity of knowledge concept's epistemology and knowledge concept's utility through "subjective probability", and is applied in specific behavior study. The topic follows "information-knowledge-behavior" research ideas, synthesizes and exerts management theory, economics theory, behavioral science theory and other related subjects, puts up system research on. The main contents and results are as follows: i Theory basis of research on service employee innovation behavior. First, according to customer demand changes, the paper systemically describes the evolution of service form supplied by service enterprises, sequentially deduces that employee innovation behavior is the highest form of service development, which is the inevitable result of personalized service, puts forward the spiral evolution between innovative service and standardized service. Second, the paper defines the concept of employee innovation behavior, carries out their behavior characteristics and internal and external motivation analysis, points out that employee innovation behavior is a Pareto improvement in a way. Third, based on related innovation classification research, the paper analyzes represent forms of employee innovation behavior, sums up the service content, service form, service flow, service sensibility four innovation forms.
ii Research on production mechanism of service employee innovation behavior based on knowledge perspective. First, the paper carries out transformation mechanism between information and knowledge for employees based on utility theory, which will lay the foundation for employees' knowledge acquirement study. Second, based on subjectivism of individual knowledge, the paper analyzes individual knowledge subjective probability and individual knowledge threshold value, confirms its presence by questionnaire analysis. Third, combining with employees' knowledge cognition and knowledge acquisition, the paper puts up research on production mechanism of service employees innovation behavior
iii Designs on service employee innovative behavior scale and information acquirement scale. Based on home and abroad literatures, combining with service employees own characteristics, the paper designs service employee innovation behavior scale and information acquirement scale which have a certain degree of reliability and validity. The paper puts forward service employee innovation behavior has four-dimensional structure, namely innovation orientation, innovation ideas generation, innovation ideas implementation, innovation ideas practice. And service employee information acquirement has four-dimensional structure according to path, namely information transfer between employee and customer, information transmitting between employee and organization, information sharing between employee and colleague, information acquirement between employee and exterior. The paper puts up exploratory factor analysis and confirmatory factor analysis by sample statistics to test the two scales'dimension structure. Simultaneously the paper analyzes service employee innovation behavior and information acquirement variables have differences in gender, position, age and personal background variables.
iv Relation researches on between service employee individual knowledge subjective probability and innovation behavior structure dimension. Through relation analysis, the paper tests that service employee individual knowledge subjective probability is significantly negatively related to innovation orientation of innovation behavior, and service employee individual knowledge subjective probability threshold value is significantly negatively related to innovation ideas implementation of innovation behavior. The paper reveals that service employee individual knowledge subjective probability and threshold value play an important part in innovation behavior.
v Analysis on the relationship path between path dimensions of service employees' information acquirement and process dimensions of innovation behavior with structural equation model. There are significant correlation among information transfer between employee and customer, information transmitting between employee and organization, information sharing between employee and colleague, information acquirement between employee and exterior with innovation orientation, innovation idea generation, innovation idea implementation, innovation idea practice. Among these paths, information transfer between employee and customer, information acquirement between employee and exterior have a larger contribution of innovation behavior.
The main research innovations are in the following areas:
i Unique research ideas
First, research perspective is uniquely selected. Employee innovation behavior is mostly based on sociology, behavior, psychology and other subjects, however the paper selects knowledge perspective, follows "information-knowledge-behavior" research idea, carries out systemic research on service employee innovation behavior, which has innovative research ideas. Second, study object is uniquely selected. Although there are many researches about employee innovation behavior, which are based on high technology enterprises or creative team which belong to knowledge-intensive enterprises. There are lack in research on the service employees with knowledge and work double-intensive. So this study makes up the current research gaps. Third, research method is uniquely selected. The paper selects economics'utility theory to explain the transformation mechanism between information and knowledge.
ii Subjective probability introduction and application in employee individual knowledge representation
Based on the concept "knowledge is convinced belief", the paper adopts "subjective probability" to express the assuredness degree of employee individual knowledge, this form of knowledge presentation with subject probability achieves the unity of knowledge concept's epistemology and knowledge concept's utility. Meanwhile, the questionnaires are adopted to investigate the existence problem of subject probability and subject probability threshold value, and to measure their size problem with interval form. At the same time, combining with service employee innovation behavior, the paper analyzes production mechanism of service employee innovation behavior based on knowledge perspective, which have some originality.
iii Effective design on service employee innovation behavior scale and information acquirement scale
Based on home and abroad study literatures, in particular according to work characteristics of service employees, the paper designs service employee innovation behavior scale and information acquirement scale, and the two scales have reliability and validity through analysis. Through data collection and sorting, the paper tests service employee innovation behavior has four structure dimensions, namely innovation orientation, innovation ideas generation, innovation ideas implementation, innovation ideas practice. And tests service employee information acquirement has four path structure dimensions, namely information transfer between employee and customer, information transmitting between employee and organization, information sharing between employee and colleague, information acquirement between employee and exterior.
引文
1来自刘作仪,杜少甫.服务科学管理与工程：一个正在兴起的领域[J].管理学报,2008(4)：607-615.
1张保银.经济管理复杂适应系统理论与仿真研究[D].天津大学,2003.
[1]Agashae Z, Bratton J. Leader-Follower Dynamics:Developing a Learning Environment [J]. Journal of Workplace Learning, Bradford,2001,13 (3/4):89-102.
[2]Alavi, M., Leidner, D. E. Knowledge management and knowledge management systems:Conceptual foundations and research issues [J]. MIS Quarterly,2001, 25(1):107-136.
[3]Amabile, T.M. The social psychology of creativity:A componential conceptualization [J]. Journal of Personality and Social Psychology,1983,45(3):357-376.
[4]Ashok Jashapara.The emerging discourse of knowledge management:a new dawn for information science research [J]. Journal of Information Science 2005(31):136-148.
[5]Bantel KA, Jackson SE. Top management and innovations in banking:Does the composition of the top team make a difference [J].Strategic Management Journal,1989, (10):107-124.
[6]BarrasR.Towards a theory of innovation in services [J].Research Policy,1986,15(4): 161-173.
[7]Boland,R.J, Jr. "The In-formation of Information Systems", in Critical Issues in Information Systems Research, Edited by R.J.Boland Jr. and R.A.Hirschheim, John Wiley & Sons.
[8]Bower, G. H., Hilgard, E.R. Theories of learning [M]. Englewood Cliffs, NJ:Prentice-Hall,1981.
[9]Brucks, M. The Effects of Product Class Knowledge on Information Search Behavior [J]. Journal of Consumer Research,1985(1):1-16.
[10]Cedric Hsi-Jui Wu. The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service-The service encounter prospective[J].Tourism Management, Volume 28, Issue 6,2007(12):1518-1528.
[11]Davenport, T.H. and Prusak, L. (1998). Working knowledge. Harvard Business School Press:Boston, MA. In:Stenmark, D. (2002). Information vs. knowledge:The role of intranets in knowledge management. Proceedings of the 35th Hawaii International Conference on System Sciences,2002.
[12]David De long, Patricia Seemann. Confronting Conceptual Confusion and Conflict in Knowledge Management [J].Organizational Dynamics, Vol.29, No.1, pp.33-44.
[13]David G. Knowledge, creativity and innovation. Journal of Knowledge Management [J]. 1998, (1):5-13.
[14]Davis, G., Olsont, M. Management Information Systems:Conceptual Foundations, Structure and Developnment [M], McGraw-Hill,1985:200.
[15]Day, G.,1991. Learning about markets. Marketing Science Institute Report Number 91-117.
[16]Donald F. Heany, Degrees of Product Innovation, Journal of Business Strategy,1983, 3-14.
[17]Dong-Gil, K, Kirsch, L. J, Antecedents of Knowledge Transfer From Consultants To Clients In Enterprise System Implementations [J]. MIS Quarterly,2005,29(1):59-86.
[18]Dretske, F. I. Knowledge and the Flow of Information [M], Oxford, Basil Blackwell. 1981.
[19]Edward G Anderson Jr. Managing the impact of high market growth and learning on knowledge worker productivity and service quality [J]. European Journal of Operational Research, Volume 134, Issue3,2001(11):508-524.
[20]Edward William Rogers.The effect of perceptions of the employment game on cooperative knowledge behavior in high-tech firms [J]. The Journal of High Technology Management Research, Volume 15, Issue 1,2004(2):17-36.
[21]Emmanuel Muller, Andrea Zenker.Business services as actors of knowledge transformation:the role of KIBS in regional and national innovation systems [J].Research Policy, Volume 30, Issue 9,2001(12):1501-1516.
[22]Finnegan, Willcocks, D. Finnegan, L. Willcocks, Knowledge issues in the introduction of a new technology [J]. Journal of Enterprise Information Management 2006(6):19.
[23]Gallouj.Innovation in services and the attendent old and new myths [J]. Journal of Socio-Economics,2002(31):137-154.
[24]GalloujF, WeinsteinO. Innovation in services [J]. Research Policy,1997,26:537-55.
[25]Gene K. Groff.Worker productivity:An integrated view:Three influential variables [J].Business Horizons, Volume 14, Issue 2,1971(4):78-86.
[26]Georg von Krogh, Johan Roos. A perspective on knowledge competence and strategy [J]. Personnel Review,1995 (3).
[27]Glenn Shafer, Peter R. Gillett, Richard B. Scherl.A new understanding of subjective probability and its generalization to lower and upper prevision [J]. International Journal of Approximate Reasoning, Volume 33, Issue 1,2003(4):1-49.
[28]Gregory M. Hurtz and John J. Donovan. Personality and Job Performance:The Big Five Revisited [J]. Journal of Applied Psychology,2000, (6):869-879.
[29]H Yli- Renko et al., Social capital, Knowledge acquisition and knowledge exploitation in young technology- based firm [J]. Strategic management Journal,2001,22:587-613.
[30]Hakan Nilsson, Henrik Olsson, Peter Juslin. The Cognitive Substrate of Subjective Probability [J]. Journal of Experimental Psychology:Learning, Memory, and Cognition, Volume 31, Issue 4,2005(7):600-620.
[31]HansenM T. The search-transfer problem:the role of weak tie in sharing knowledge across organization subunits [J].AdministrativeScienceQuarterly,1999(44):82-111.
[32]Harold Borko. Information and knowledge worker productivity [J].Information Processing & Management, Volume 19,1983(4):203-212.
[33]Harris, L.C., Ogbonna, E. Exploring Service Sabotage:The Antecedents, Types and Consequences of Frontline, Deviant, Antiservive Behaviors [J]. Journal of Service Research,2004,4(3):163-183.
[34]Hertog P.D., BilderbeekR.The new knowledge infrastructure:the role of technology-based knowledge intensive business services in national innovation systems[R].SI4S,1998.
[35]Holland, J.H., Holyoak, K.J., Nisbett, R.E., Thagard, P.R. Induction:processes of inference, learning and memory. MIT Press, Cambridge, MA.1986.
[36]Hurt, H. T., Joseoh, K., Cook, C. D. Scales for the measurement of innovativeness [J]. Human Communication Research,1997(1):58-65.
[37]Ikujiro Nonaka. A Dynamic Theory of Oragnizational Knowledge Creation [J]. Organization Science 1994(4):14-37.
[38]Ikujiro Nonaka, Johny, K. Johansson. Japanese Management:What about the "hard" skills [J]. Academy of Management Review,1985,10(2):181-191.
[39]Ilgen, D.E., Fisher, C.D., Taylor, M.S.Consequences of individual feedback on behavior in organization [J]. Journalof Applied Psychology,1998(64):349-371.
[40]Israel Spiegler. Technology and knowledge:bridging a "generating" gap [J]. Information & Management 2003(40):533-539.
[41]J. Burkart. Tourism-a service industry [J].International Journal of Tourism Management, Volume 2, Issue 1,1981(3):2-3.
[42]Jacqueline Frick, Florian G. Kaiser, Mark Wilson. Environmental knowledge and conservation behavior:exploring prevalence and structure in a representative sample [J]. Personality and Individual Differences 37 (2004) 1597-1613.
[43]Jeffrey A. Sonnenfeld, Cynthia A. Ingols.Working knowledge:Charting a new course for training [J]. Organizational Dynamics, Volume 15, Issue 2,1986:63-79.
[44]Jeffrey Pfeffer, Robert I. Sutton.The Knowing-Doing Gap:How Smart Companies Turn Knowledge into Action [J]. Harvard Business School Press,2000.
[45]Jeong Miyoung, Oh Haemoon.Quality function deployment:An extended framework for service quality and customer satisfaction in the hospitality industry [J]. International Journal of Hospitality Management, Volume 17, Issue 4,1998(12): 375-390.
[46]John C. Haltiwanger, Julia I. Lane, James R. Spletzer.Wages, productivity, and the dynamic interaction of businesses and workers [J]. Labour Economics, Volume 14, Issue 3,2007(6):575-602.
[47]Jouni T. Kujala, Michael D. Johnson. Price knowledge and search behavior for habitual, low involvement food purchases [J]. Journal of Economic Psychology, Volume 14, Issue 2,1993(6):249-265.
[48]Kahneman, D., Tversky, A..On the psychology of prediction [J]. Psychological Review, 1973(80):237-251.
[49]Kanter, R.M. Structural, collective and social conditions for innovation in organization [J]. Research in Organizational Behavior,1988(10):169-211.
[50]Keith Dewar, Valerie Cohe. Indexing and abstracting services for tourism [J]. Annals of Tourism Research, Volume 22,1995(4):943-946.
[51]Kelly Edmiston & Mary Gillett Fisher,2006. "Financial education at the workplace: evidence from a survey of Federal Reserve Bank employees," Community Affairs Research Working Paper 2006-02.
[52]Kim, D.H. The link between individual and organizational learning. Sloan Management Review,1993:37-50.
[53]Kimberly JR. Organizational size and the structuralist perspective:A review, critique, and proposal [J]. Administrative Science Quarterly,1976(21):571-597.
[54]Kinton, M.J. Adaptor and Innovators:A Description and Measure [J]. Journal of Applied Psychology,1976(61):622-629.
[55]Kleysen.F.R, Streef C. Toward a multi-dimensional measure of individual innovative behavior [J].Journal of Intellectual Capital,2001(2):284-296.
[56]Kolb, David A. Experiential Learning:Experience As the Source of Learninn & Developmenl [M].Englewood Cliffs NJ:Prentice- Hall 1984.
[57]Lawrence D. Brown, Yi Lin. Racetrack betting and consensus of subjective probabilities [J]. Statistics & Probability Letters, Volume 62, Issue 2,2003(3):175-187.
[58]Lievens A, Moenaert R K. New service teams as information-processing systems reducing innovative uncertainty [J]. Journal of Service Research,2000,3(1):4-65.
[59]Liping A.Cai, Robert H. Woods.China's tourism-service failure [J]. The Cornell Hotel and Restaurant Administration Quarterly, Volume 34, Issue 4,1993(4):30-39.
[60]Lu,L., Leunge, K.,Koch,P.T. Managerial Knowledge Sharing:The Interplay of Individual, Interpersonal, and Organizational Factors[J].Management and Organization Review,2006(2):15-41.
[61]LylesMA, SalkJE. Knowledge acquisition from foreign parents in international joint ventures:an empirical examination in the Hungarian context [J]. Journal of International Business Studies,1996,27(5):877-904.
[62]MA Hilgert, JM Hogarth, SG Beverly. Household Financial Management:The Connection between Knowledge and Behavior [J]. Federal Reserve Bulletin July 2003.
[63]Makoto Nakayama.An assessment of EDI use and other channel communications on trading behavior and trading partner knowledge [J]. Information & Management, Volume 40, Issue 6,2003(7):563-580.
[64]Mark Freel.Characterising Innovation in Knowledge-Intensive Business Services. Advances in Entrepreneurship [J]. Firm Emergence and Growth,2006(9):147-174.
[65]Martin, C.R. and Home, D.A., Level of success inputs for service innovations in the same firm [J]. International Journal of Service Industry Management,1995,6(4):40-56.
[66]Martin,C.R., Home, D.A., Schultz, A.M., The business-to- business customer in the service innovation process [J].European Journal of Innovation Management,1999,2 (2):55-62.
[67]MeDermott, R. Why Information Technology Inspired But Cannot Deliver Knowledge Management [J]. California Management Review,1999(4):103-117.
[68]Meng-Lei.Monica Hu, Jeou-Shyan Horng, Yu-Hua Christine Sun. Hospitality teams: Knowledge sharing and service innovation performance [J]. Tourism Management, Volume 30, Issue 1,2009(2):41-50.
[69]Michael Earl. Knowledge Management Strategies:toward a taxonomy.Journal of Management [J]. Information Systems.2001(18):217.
[70]Miles I, KastrinosN, FlanaganK, BilderbekR, denHertog P, HuntinkW, Bouman M. Knowledge- intensive business services:their role as users, carriers and sources of innovation [J]. PREST, University of Manchester,1995.
[71]Mingers.J. Information and meaning:foundations for an intersubjective account [J]. Information Systems Journal,5,285-306.
[72]Neisser, U. Cognition and Reality [M]. New York:W. H. Freeman.1976.
[73]Nonaka, I., Takeuchi, H., The knowledge-creating company:How Japanese companies create the dynamics of innovation [M]. Oxford University Press:New York, NY.1995.
[74]Pam Scholder Ellen.Do we know what we need to know? Objective and subjective knowledge effects on pro-ecological behaviors [J]. Journal of Business Research, Volume 30, Issue 1,1994 (5):43-52.
[75]Panela Tiemey and Steven M. Farmer.The Pygmalion Process and Employee Creativity [J]. Journal of Managetmentl 2004,30(3):413-428.
[76]Paul A. Dorsey. What is PKM? http://www.millikin.edu/webmaster/seminar/pkm.html.
[77]Peter Drucker, Knowledge Work Productivity:The Biggest Challenge [J]. California Management Review Vol.41 No.2 1999.
[78]Peter McGeorge, David Hands, Gordon Rugg. The contribution of knowledge acquisition techniques to the assessment of training needs [J]. Safety Science, Volume 18, Issue 2,1994(12):79-93.
[79]Reagans R, McEvily B. Network structure and knowledge transfer:The effects of cohesion and range [J]. Administrative Science Quarterly,2003,48:240-267.
[80]R.Evanglista, GSirilli。Innovation in the Service Sector-Results from the Italian Statistical Survey.Technological Forecasting and Social Changel998:58-69.
[81]Rusell JB. Glucose toxicity and inability of Bacterioides ruminicola to regulate glucose transportand utilization [J]. Appl. Environ. Microbiol.1992(58):2040-2045.
[82]RUST R T, MIU C. What Academic Research Tells Us About Service [J].Communications of the ACM-Special Issue:Services Science,2006,49 (7):49-54.
[83]Savage, L.J. the foundations of statistics [M]. New York:Dover Publication.1954.
[84]Scott, S.G, R.A. Bruce Determinants of innovative behavior:A path model of individual innovation in the workplace [J]. Academy of Management Journal, 1994.37(3):p.580-607.
[85]Senge, P. M. Sharing Knowledge [J]. Executive Excellence,1997(11):17-20.
[86]Sheng-Hshiung Tsaur, Yi-Chun Lin.Promoting service quality in tourist hotels:the role of HRM practices and service behavior.Tourism Management 2004(25):471-481.
[87]Spiegler, Knowledge management:a new idea or arecycled concept [J]. Communications of the AIS 3 (14),2000:1-24.
[88]Sternberg R J, Wagner R K, Williams W M etal.Testing common sense [J]. American Psychologist.1995(50):912-927.
[89]Sundbo J, Gallouj F. Innovation in services[R]. SI4S Project synthesis Work package, 1998.
[90]Sven C. Voelpel, Malte Dous, Thomas H. Five steps to creating a global knowledge-sharing system [J]. Academy of Management Executive, May2005, Vol.19 Issue 2.
[91]Szulanski, G Exploring internal stickiness:Impediments to the transfer of Bestwithin the form [J]. Strategic Management,1996(17):27-43.
[92]Thomas S. Wallsten, Hongbin Gu. Distinguishing choice and subjective probability estimation processes:Implications for theories of judgment and for cross-cultural comparisons [J]. Organizational Behavior and Human Decision Processes, Volume 90, Issue 1,2003(1):111-123.
[93]Tineke De Vriendt, Christophe Matthys, Wim Verbeke, Use Pynaert, Stefaan De Henauw. Determinants of nutrition knowledge in young and middle-aged Belgian women and the association with their dietary behaviour [J]. Appetite,2009.
[94]Ursula Schneider. Coping with the Concept of Knowledge [J]. Management Learning. Vol.38(5):613-633.
[95]Valarie A.Zeithaml, Leonard Berry, A. Parasuraman. The behavioral consequences of service quality [J]. Journal of Marketing,1996 (4):31-46.
[96]Von Krogh, G., Roos, J.1996. Arguments on Knowledge and Competence [J]. Managing Knowledge. Eds.pp:100-115.
[97]Wasko, McLure Molly, Faraj, Samer. It is What One Does:Why People Participate and Help Others in Electronic Communities of Practice [J]. Journal of Strategic Information Systems, Vol.9, No.2-3,2000, pp.155-173.
[98]West, M.A. A measure of role innovation at work [J]. British Journal of Social Psychology,1987(26):83-85.
[99]William Obenour, Michael Patterson, Paul Pedersen, Lynn Pearson. Conceptualization of a meaning-based research approach for tourism service experiences [J].Tourism Management, Volume 27, Issue 1,2006(5):34-41.
[100]Wilson, T. D. The nonsense of knowledge management [J]. Information Research,2002, 8(1):144.
[101]Woodman, R.W., Sawyerm, J.E., Griffin, R.W. Toward a theory of organizational creativity [J]. Academy of Management Review,1993,18(2):293-321.
[102]Xing Sun, Changyou Sun,, Ian A. Munn, Anwar Hussain.Knowledge of three regeneration programs and application.behavior among Mississippi nonindustrial private forest landowners:A two-step sample selection approach [J]. Journal of Forest Economics,2008:1-18.
[103]Yan Zhang.The influence of mental models on undergraduate students'searching behavior on the Web [J]. Inforamtion Processing and Management.2008(44): 1330-1345.
[104]Yli-RenkoH, Autio E. Social capital knowledge acquisitions and knowledge exploitation in young technology-based firms [J]. Strategic Management Journa, 2001(22):587-613.
[105]Zander & Kogut, B.1995. Knowledge and the speed of the transfer and imitation of organizational capabilities [J]. Organization Science,6(1):76-92.
[106]Zhou, J., George, J.M. When job dissatisfaction leads to creativity:Encouraging the expression of voice [J]. Academy of Management Journal,2001(4):682-696.
[107]Zuboff, S. "The Emperor's New Information Economy." In Information Technology and Changes in Organizational Work [M]. Edited by W. Orlikowski, G. Walsham, M. Jones and J. DeGross. London:Chapman & Hall,1996.
[108]柏拉图.泰阿泰德篇[M].北京：商务印书馆,1963.
[109]包志军,何会涛.绩效考评方式与员工创新行为分析——基于知识整合与转化视角[J].科技情报开发与经济,2008(36)：140-142.
[110]彼得·F·德鲁克,野中郁次郎等,杨开峰等译.知识管理[M].北京：中国人民大学出版社.2004：5.
[111]卞继伟,郑孟煊.论知识结构与创新思维[J].中国青年政治学院学报,2000(5)：74-80.
[112]波特,比格利,斯蒂尔斯(美)著,陈学军等译.激励与工作行为.机械工业出版社.
[113]蔡建群.管理者—员工心理契约对员工行为影响机理研究[D].复旦大学硕士学位论文,2008.
[114]陈福义,生延超.旅游服务创新的四维度模型分析[J].郑州轻工业学院学报(社会科学版),2000(2)：177-181.
[115]陈国权,李赞斌.学习型组织中的学习主体类型与案例研究[J].管理科学学报,2002(4)：51-60.
[116]陈国权.人的知识来源模型以及获取和传递知识过程的管理[J].中国管理科学,2003(6)：177-186.
[117]陈嘉明.经验基础与知识确证[J].中国社会科学,2007(1)：65-76.
[118]陈嘉明.信念与知识[J].厦门大学学报(哲学社会科学版),2002(6):34-42.
[119]陈杰.创新行为的社会空间理论[J].科学学研究2008(1)：169-177.
[120]陈亮,陈忠,韩丽川,郭浩,朱音.基于社会网络分析的企业员工知识存量测度及实证研究[J].管理工程学报,2009(4)：49-55.
[121]陈伟东.对帕累托行为理论的理解[J].浙江大学学报,1993(3)：35-40.
[122]达文波特,普兽萨克.营运知识一工商企业的知识管理[M].南昌：江西教育出版社,1999.
[123]丁家永.知识的本质新论——一种认知心理学的观点[J].南京师大学报(社会科学版),1998(2)：67-71.
[124]方华.企业管理者隐性知识的结构及其与人格特质的关系研究[D].沈阳师范大学,2005.
[125]傅翠晓,钱省三,陈劲杰,张睿.知识生产研究综述[J].科技进步与对策,2009 (1)：155-160.
[126]傅小兰,刘超.认知心理学研究心智问题的途径与方法[J].自然辩证法通讯,2003(5)：151-158.
[127]傅祖云.信息论—基础理论与应用[M].北京：电子工业出版社,2001：3-5.
[128]盖乃诚.国有企业事业单位气氛与员工行为关系及其影响研究[D].华东师范大学博士论文,2005.
[129]顾远东,彭纪生.组织创新氛围对员工创新行为的影响[J].南开管理评论,2010(1)：30-41.
[130]何晓萍,万学晶.知识经济下服务创新模式的探讨[J].科技情报开发与经济,2005(2)：171-173.
[131]贺颖,陈士俊.个体知识结构的间隔对思维形成及发展的影响[J].情报杂志,2007(8)：63-65.
[132]侯杰泰,温忠麟,成子娟.结构方程模型及其应用[M].北京：教学科学出版社,2004.
[133]胡建平,董其军.从认知心理学的角度谈知识管理[J].情报理论与实践,2001(1)：56-61.
[134]黄芳铭.结构方程模式—理论与应用[M].北京：中国税务出版社,2005.
[135]黄秋雯.个体人力资本与社会资本对创新行为影响的实证研究[J].哈尔滨商业大学学报,2009(6)：49-52
[136]黄涛.主观概率判断的演进[J].数量经济技术经济研究1998(5).
[137]黄维兵.现代服务经济理论与中国服务业发展[D].西南财经大学,2002.
[138]纪圣森.知识密集型服务创新的研究现状与评述[J].引进与咨询,2006(12)：43-46.
[139]姜燕瑾,赵晶锦.员工服务创新行为修炼[J].中国人力资源开发,2009(5)：54-56.
[140]莱斯切尔.认识经济论[M].江西教育出版社,1999.
[141]雷水旺,沈治宏.2007年个人知识管理研究评述[J].科技情报开发与经济,2008(18)：159-160.
[142]李长玲.知识存量及其测度[J].情报杂志,2004(7)：65-66.
[143]李春景,曾国屏.基于知识密集型服务活动的服务创新系统研究[J].自然辩证法研究,2006(7)：35-39.
[144]李纲,刘益.知识共享、知识获取与产品创新的关系模型[J].科学学与科学技术管理,2007(7)：103-109.
[145]李林英,刘平青,孟凡臣.图式、心智模式及其管理[J].北京理工大学学报,2005 (12)：175-178.
[146]李楠.民营企业家创新行为的本质分析[J].商业经济与管理,2008(4)：38-43.
[147]李顺才,李伟,王苏丹.企业家先验知识、创新认知与创新力关系研究——关于企业家创新行为的理论分析框架[J].科学学与科学技术管理,2008(5)：174-179.
[148]李霞,戴昌钧.基于效用理论的信息知识转化机制研究[J].图书情报工作,2009(6)：95-99.
[149]李旭燕.主观概率理论的本质：从经验中学习[J].广西大学学报,2008(4)：47-49.
[150]李亚男.顾客导向的中高档饭店服务创新研究[D].浙江大学,2006.
[151]李政.员工人际和谐观、创新价值观及创新行为的关系研究[D].重庆大学硕士论文,2007.
[152]李志.企业家创造性与创新行为和企业绩效关系的研究[D].西南大学博士论文,2008.
[153]李志,朱帆.国外企业员工创新能力研究进展及相关启示[J].西南交通大学学报,2007(2)：114-118.
[154]李志宏,吴鹏飞.企业战略视角的知识管理研究进展[J].情报杂志,2007(12)：66-69.
[155]李志强.企业家创新行为的制度分析——个理论框架[D]. 北京交通大学博士论文,2008.
[156]李作学.个体隐性知识的结构分析与管理研究[D].博士学位论文,2006.
[157]林东清.知识管理理论与实务[M].电子工业出版社,2005.
[158]蔺雷,吴贵生.服务创新研究方法综述[J].科研管理,2004(3)：19-24.
[159]刘广,戴昌钧.基于心理学上的信息和知识的定义方法[J].图书情报工作,2005(12)：18-21.
[160]刘广,戴昌钧.基于主观概率的组织知识的表征方法[J].图书情报工作,2006(10)：55-58.
[161]刘广,戴昌钧.信息一知识相互转化的心理学机制[J].情报杂志,2006(9)：175-177.
[162]刘纬华.旅游服务创新体系研究[D].华侨大学,2001.
[163]刘耀中.心理授权的结构维度及其与员工创新行为的关系研究[J].西北师大学报,2008(11)：90-95.
[164]刘作仪,杜少甫.服务科学管理与工程：一个正在兴起的领域[J].管理学报,2008(4)：607-615.
[165]龙飞.基于组织共享心智模型的组织知识创新管理研究[D].东华大学博士论文,2008.
[166]龙飞,戴昌钧.组织知识创新能力开发的内在心智基础测度与实证分析[J].科学学研究,2008(10)：1080-1089.
[167]龙飞,戴昌钧.组织知识创新能力开发的内在心智基础及演化过程分析[J].图书情报知识,2008(3)：85-92.
[168]卢小君、张国梁.工作动机对个体创新行为的影响[J].研究软科学,2007(12)：124-127.
[169]卢小君.学习型文化对个体创新行为的影响机理研究[D].大连理工大学博士论文,2007.
[170]路琳,梁学玲.知识共享在人际互动与创新之间的中介作用研究[J].南开管理评论,2009(1)：118-123.
[171]璐琳、常河山. 目标导向对个体创新行为的影响研究[J].研究与发展管理,2007(6)：44-51.
[172]吕晓俊,俞文钊.员工心智模式的实证研究[J].心理科学,2002(6)：736-737.
[173]吕晓俊.组织背景中心智模式的自我管理[J].上海交通大学学报(哲学社会科学版),2003(2)：182-186.
[174]吕晓俊.组织中员工的心智模式的理论与实证研究[D].华东师范大学博士论文,2002.
[175]马庆国,徐青,廖振鹏,张彩江.基于复杂适应系统的个体知识转移影响因素分析[J].科研管理,2006(5)：50-55.
[176]马淑文.企业知识结构与知识创新关系研究[J].科技进步与对策,2007(12)：148-152.
[177]迈克尔.波拉尼[英]著,许泽民译.个体知识.贵州人民出版社.
[178]毛世佩.人际和谐倾向、分配公平倾向对个人创新行为影响研究[D].浙江大学硕士论文.
[179]倪荣.心智模式与安全行为关联分析[J].安全生产,2005(286)：138-139.
[180]宁烨,樊治平.知识能力—演化过程与提升路径研究[M].北京：经济科学出版社,2007.
[181]牛继舜.试论改善心智模式的原则[J].现代管理科学,2004(12)：180-182.
[182]齐义山.知识型员工创新行为的心智模式研究[J].中国科技论坛,2010(1)：122-127.
[183]邱晓雯.情绪因素对主观概率判断的影响[D].首都师范大学硕士论文,2008.
[184]任晓明,臧勇.主观贝叶斯主义的概率理论[J].华北水利电学院学报(2)：17-22.
[185]舒成利,高山行.基于知识生产模式的原始性创新发生机制的研究[J].科学学研究,2008(6)：640-644.
[186]孙静.试论饭店服务标准的制定原则[J].商业研究2001(05).
[187]孙新波.知识员工生产率提高的障碍及对策—以A软件集团为例[J].科学管理研究,2008(5)：63-66.
[188]童佳瑾,王垒.性别与创新：心里资本的中介作用[J].第十二届全国心理学学术大会论文摘要集,2009.
[189]汪丁丁.知识过程与人生感悟[J].读书,1999(4)：75-79.
[190]汪丁丁.知识沿时间和空间的互补性以及相关的经济学[J].经济研究,1997(6)：70-77.
[191]王好民.试论主观与客观概率[J].曲阜示范大学学报,第19卷第三期：83-87.
[192]王惠东,祁红梅.员工外部知识接收行为影响因素分析[J].科技管理研究,2008(12)：420-423.
[193]王丽平,李振武.论优化个体知识结构的路径[J].太原大学学报,2008(12)：64-67.
[194]王立生.社会资本、吸收能力对知识获取和创新绩效的影响研究[D].浙江大学博士论文,2007.
[195]魏钢焰.刍论个体创新机制的结构与机[J].科学学研究,2006(24)：617-621.
[196]魏江,陶颜,翁羽飞.中国知识密集型服务业的创新障碍—来自长三角地区KIBS企业的数据实证[J].科研管理,2009(1)：81-87.
[197]乌家培.信息、知识及相互问题[J].科学决策,1994(04)：15-19.
[198]吴季松.知识经济学.理论、实践和应用[M].北京：北京科学技术出版社,1999：44.
[199]吴清津,汪纯孝,胡石凡.旅游企业员工服务导向与工作行为对企业外部效率的影响.旅游教育出版社.
[200]吴晓波,郭雯,刘清华.知识管理模型研究述评[J].研究与发展管理,200214(6).
[201]吴玉督,任伊珊.主观概率的一个强健定义[J].统计与决策2007(8)：33-35.
[202]吴玉督,吴江.不确定性下决策理论的发展：主观概率研究综述[J].江汉论坛,2007(7)：73-76.
[203]吴治国、石金涛.员工创新行为触发系统分析及管理启示[J].中国软科学,2007(3)：92-97.
[204]奚颖.主观概率的提出及其确定方法[J].2002中国控制与决策学术年会论文.
[205]席运江,党延忠.基于加权知识网络的个人知识存量表示与度量方法[J].管理学报2007(1)：28-32.
[206]向玲,张庆林.主观概率判断的支持理论[J].心理科学进展2006,14(5)：689-696.
[207]谢洪明,王成,罗惠玲,李新春.学习、知识整合与创新的关系研究[J].南开管理评论,2007(10)：105-112.
[208]谢祁.基于信息技术的旅游服务创新[J].中国商界,2008(8)：118-121.
[209]谢泗薪.知识与服务互动性战略管理研究[J].科学管理研究,2005(10)：75-82.
[210]徐国华.企业家的认知、情感与企业家创新行为[J].南京社会科学2008(1)：50-54.
[211]薛靖,任子平.从社会网络角度探讨个人外部关系资源与创新行为关系的实证研究[J].管理世界,2006(5)：150-153
[212]薛靖、谢荷峰.知识转换能力、网络中心性对个人创新行为影响的研究[J].技术经济,2006(6)：85-88.
[213]薛靖.创意团队成员个人创新行为影响因素实证研究[D].浙江大学博士论文.
[214]杨丹,戴昌钧.知识工作的结构分析及模型表征[J].南开管理评论,2007(10)：86-92.
[215]杨名.服务创新及其对服务经济增长的作用分析[D].大连理工大学,2008.
[216]杨志锋,邹珊刚.知识资源、知识存量和知识流量：概念、特征和测度[J].科研管理,2000(7)：105-111.
[217]于双,陈智高.个体层面先验知识对知识吸收能力的影响研究[J].科学学与科学技术管理,2008(9)：199-200.
[218]俞立平.信息与人类个体行为关系模型研究[J].图书情报工作,2006(7)：31-34.
[219]郁振华.客服客观主义—波兰尼的个人知识论[J].自然辩证法通讯,2002(1)：9-16.
[220]袁志刚.论知识的生产和消费[J].经济研究,1999(6)：59-66.
[221]约瑟夫·A·熊彼特.经济发展理论[M][1].何畏,等译校.北京：北京商务印书馆,1990.
[222]张钢,倪旭东.知识冲突管理[M].北京：科学出版社,2007.
[223]张钢,倪旭东.知识冲突过程：一个案例研究[J].研究与发展管理,2006(10)：66-73.
[224]张鸿.顾客参与对国内商业银行服务创新的影响研究[D].哈尔滨工业大学硕士论文,2009.
[225]张若勇,刘新梅,王海珍.服务氛围对顾客知识获取影响路径的实证研究[J].科学学研究,2008(4)：350-357.
[226]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(10)：92-97.
[227]张圣平.偏好、信念、信息与证券价格[M].上海人民出版社.2002.11：12.
[228]张婷婷.动机取向与创新气氛对员工创新行为的交互效应研究[D].上海交通大学,2009.
[229]张文勤.知识团队自省性研究—结构测量、触发因素与多层次效应[D].上海交通大学.
[230]张文涛.适度服务：一个基于服务生产率的理论构建[J].管理世界,2006(3)：152-153.
[231]张晓林.基于价值链的服务企业理论与创新研究[D].天津大学,2006.
[232]张晓曼,卢小君.学习型文化的发展阶段与个体创新行为的关系研究[J].科技与管理,2008(11)：23-27.
[233]张义忠,汤书昆.“知识人”假定的社会基础与理念基础研究[J].科学学研究,2008(4)：245-249.
[234]赵晶锦.保险业员工创新行为及其影响因素研究[D].浙江大学硕士论文,2009.
[235]赵小迪.企业中高层管理人员创新意识与创新行为关系的实证研究[D].重庆大学硕士论文,2008.
[236]章志敏,李春舞.主观概率[J].曲阜师范大学学报18卷(1)：11-13.
[237]周慧,许长新.对新规制经济学中规制者主观概率的一个解释[J].当代财经,2006(2)：15-18.
[238]周玉泉,李垣.组织学习、能力与创新方式选择关系研究[J].科学学研究,2005(4)：523-530.
[239]朱婕.网络环境下个体信息获取行为研究[D].吉林大学博士论文,2007.
[240]朱丽恩.试论服务等级与服务标准[J].中国标准化,1995(01)：8-10
[241]竹内弘高、野中郁次郎著,李萌译,高飞校译.知识创造的螺旋—知识管理理论与案例研究[M].北京：知识产权出版社.2006.
[242]朱新秤.知识与创新关系新论[J].教育导刊,2001(19)：10-13.
[243]吉尔伯特·赖尔(英). 心的概念[M].商务印书馆.1992.
[244]丁桂凤,李新霞. 一线员工的服务破坏行为及其控制[J]. 中国人力资源开发,2008(11)：45-47.
[245]赵亮,朱宪辰.企业家创新行为的经验基础[J].中国制度经济学年会论文集2006：909-916.
[246]张保银.经济管理复杂适应系统理论与仿真研究[D].天津大学,2003.
[247]张辰, 文元美. 信息论在认识和记忆中的运用[J]. 广东工业大学学报,2004(6)：79-83.
1张保银.经济管理复杂适应系统理论与仿真研究[D].天津大学,2003.
[1]Agashae Z, Bratton J. Leader-Follower Dynamics:Developing a Learning Environment [J]. Journal of Workplace Learning, Bradford,2001,13 (3/4):89-102.
[2]Alavi, M., Leidner, D. E. Knowledge management and knowledge management systems:Conceptual foundations and research issues [J]. MIS Quarterly,2001, 25(1):107-136.
[3]Amabile, T.M. The social psychology of creativity:A componential conceptualization [J]. Journal of Personality and Social Psychology,1983,45(3):357-376.
[4]Ashok Jashapara.The emerging discourse of knowledge management:a new dawn for information science research [J]. Journal of Information Science 2005(31):136-148.
[5]Bantel KA, Jackson SE. Top management and innovations in banking:Does the composition of the top team make a difference [J].Strategic Management Journal,1989, (10):107-124.
[6]BarrasR.Towards a theory of innovation in services [J].Research Policy,1986,15(4): 161-173.
[7]Boland,R.J, Jr. "The In-formation of Information Systems", in Critical Issues in Information Systems Research, Edited by R.J.Boland Jr. and R.A.Hirschheim, John Wiley & Sons.
[8]Bower, G. H., Hilgard, E.R. Theories of learning [M]. Englewood Cliffs, NJ:Prentice-Hall,1981.
[9]Brucks, M. The Effects of Product Class Knowledge on Information Search Behavior [J]. Journal of Consumer Research,1985(1):1-16.
[10]Cedric Hsi-Jui Wu. The impact of customer-to-customer interaction and customer homogeneity on customer satisfaction in tourism service-The service encounter prospective[J].Tourism Management, Volume 28, Issue 6,2007(12):1518-1528.
[11]Davenport, T.H. and Prusak, L. (1998). Working knowledge. Harvard Business School Press:Boston, MA. In:Stenmark, D. (2002). Information vs. knowledge:The role of intranets in knowledge management. Proceedings of the 35th Hawaii International Conference on System Sciences,2002.
[12]David De long, Patricia Seemann. Confronting Conceptual Confusion and Conflict in Knowledge Management [J].Organizational Dynamics, Vol.29, No.1, pp.33-44.
[13]David G. Knowledge, creativity and innovation. Journal of Knowledge Management [J]. 1998, (1):5-13.
[14]Davis, G., Olsont, M. Management Information Systems:Conceptual Foundations, Structure and Developnment [M], McGraw-Hill,1985:200.
[15]Day, G.,1991. Learning about markets. Marketing Science Institute Report Number 91-117.
[16]Donald F. Heany, Degrees of Product Innovation, Journal of Business Strategy,1983, 3-14.
[17]Dong-Gil, K, Kirsch, L. J, Antecedents of Knowledge Transfer From Consultants To Clients In Enterprise System Implementations [J]. MIS Quarterly,2005,29(1):59-86.
[18]Dretske, F. I. Knowledge and the Flow of Information [M], Oxford, Basil Blackwell. 1981.
[19]Edward G Anderson Jr. Managing the impact of high market growth and learning on knowledge worker productivity and service quality [J]. European Journal of Operational Research, Volume 134, Issue3,2001(11):508-524.
[20]Edward William Rogers.The effect of perceptions of the employment game on cooperative knowledge behavior in high-tech firms [J]. The Journal of High Technology Management Research, Volume 15, Issue 1,2004(2):17-36.
[21]Emmanuel Muller, Andrea Zenker.Business services as actors of knowledge transformation:the role of KIBS in regional and national innovation systems [J].Research Policy, Volume 30, Issue 9,2001(12):1501-1516.
[22]Finnegan, Willcocks, D. Finnegan, L. Willcocks, Knowledge issues in the introduction of a new technology [J]. Journal of Enterprise Information Management 2006(6):19.
[23]Gallouj.Innovation in services and the attendent old and new myths [J]. Journal of Socio-Economics,2002(31):137-154.
[24]GalloujF, WeinsteinO. Innovation in services [J]. Research Policy,1997,26:537-55.
[25]Gene K. Groff.Worker productivity:An integrated view:Three influential variables [J].Business Horizons, Volume 14, Issue 2,1971(4):78-86.
[26]Georg von Krogh, Johan Roos. A perspective on knowledge competence and strategy [J]. Personnel Review,1995 (3).
[27]Glenn Shafer, Peter R. Gillett, Richard B. Scherl.A new understanding of subjective probability and its generalization to lower and upper prevision [J]. International Journal of Approximate Reasoning, Volume 33, Issue 1,2003(4):1-49.
[28]Gregory M. Hurtz and John J. Donovan. Personality and Job Performance:The Big Five Revisited [J]. Journal of Applied Psychology,2000, (6):869-879.
[29]H Yli- Renko et al., Social capital, Knowledge acquisition and knowledge exploitation in young technology- based firm [J]. Strategic management Journal,2001,22:587-613.
[30]Hakan Nilsson, Henrik Olsson, Peter Juslin. The Cognitive Substrate of Subjective Probability [J]. Journal of Experimental Psychology:Learning, Memory, and Cognition, Volume 31, Issue 4,2005(7):600-620.
[31]HansenM T. The search-transfer problem:the role of weak tie in sharing knowledge across organization subunits [J].AdministrativeScienceQuarterly,1999(44):82-111.
[32]Harold Borko. Information and knowledge worker productivity [J].Information Processing & Management, Volume 19,1983(4):203-212.
[33]Harris, L.C., Ogbonna, E. Exploring Service Sabotage:The Antecedents, Types and Consequences of Frontline, Deviant, Antiservive Behaviors [J]. Journal of Service Research,2004,4(3):163-183.
[34]Hertog P.D., BilderbeekR.The new knowledge infrastructure:the role of technology-based knowledge intensive business services in national innovation systems[R].SI4S,1998.
[35]Holland, J.H., Holyoak, K.J., Nisbett, R.E., Thagard, P.R. Induction:processes of inference, learning and memory. MIT Press, Cambridge, MA.1986.
[36]Hurt, H. T., Joseoh, K., Cook, C. D. Scales for the measurement of innovativeness [J]. Human Communication Research,1997(1):58-65.
[37]Ikujiro Nonaka. A Dynamic Theory of Oragnizational Knowledge Creation [J]. Organization Science 1994(4):14-37.
[38]Ikujiro Nonaka, Johny, K. Johansson. Japanese Management:What about the "hard" skills [J]. Academy of Management Review,1985,10(2):181-191.
[39]Ilgen, D.E., Fisher, C.D., Taylor, M.S.Consequences of individual feedback on behavior in organization [J]. Journalof Applied Psychology,1998(64):349-371.
[40]Israel Spiegler. Technology and knowledge:bridging a "generating" gap [J]. Information & Management 2003(40):533-539.
[41]J. Burkart. Tourism-a service industry [J].International Journal of Tourism Management, Volume 2, Issue 1,1981(3):2-3.
[42]Jacqueline Frick, Florian G. Kaiser, Mark Wilson. Environmental knowledge and conservation behavior:exploring prevalence and structure in a representative sample [J]. Personality and Individual Differences 37 (2004) 1597-1613.
[43]Jeffrey A. Sonnenfeld, Cynthia A. Ingols.Working knowledge:Charting a new course for training [J]. Organizational Dynamics, Volume 15, Issue 2,1986:63-79.
[44]Jeffrey Pfeffer, Robert I. Sutton.The Knowing-Doing Gap:How Smart Companies Turn Knowledge into Action [J]. Harvard Business School Press,2000.
[45]Jeong Miyoung, Oh Haemoon.Quality function deployment:An extended framework for service quality and customer satisfaction in the hospitality industry [J]. International Journal of Hospitality Management, Volume 17, Issue 4,1998(12): 375-390.
[46]John C. Haltiwanger, Julia I. Lane, James R. Spletzer.Wages, productivity, and the dynamic interaction of businesses and workers [J]. Labour Economics, Volume 14, Issue 3,2007(6):575-602.
[47]Jouni T. Kujala, Michael D. Johnson. Price knowledge and search behavior for habitual, low involvement food purchases [J]. Journal of Economic Psychology, Volume 14, Issue 2,1993(6):249-265.
[48]Kahneman, D., Tversky, A..On the psychology of prediction [J]. Psychological Review, 1973(80):237-251.
[49]Kanter, R.M. Structural, collective and social conditions for innovation in organization [J]. Research in Organizational Behavior,1988(10):169-211.
[50]Keith Dewar, Valerie Cohe. Indexing and abstracting services for tourism [J]. Annals of Tourism Research, Volume 22,1995(4):943-946.
[51]Kelly Edmiston & Mary Gillett Fisher,2006. "Financial education at the workplace: evidence from a survey of Federal Reserve Bank employees," Community Affairs Research Working Paper 2006-02.
[52]Kim, D.H. The link between individual and organizational learning. Sloan Management Review,1993:37-50.
[53]Kimberly JR. Organizational size and the structuralist perspective:A review, critique, and proposal [J]. Administrative Science Quarterly,1976(21):571-597.
[54]Kinton, M.J. Adaptor and Innovators:A Description and Measure [J]. Journal of Applied Psychology,1976(61):622-629.
[55]Kleysen.F.R, Streef C. Toward a multi-dimensional measure of individual innovative behavior [J].Journal of Intellectual Capital,2001(2):284-296.
[56]Kolb, David A. Experiential Learning:Experience As the Source of Learninn & Developmenl [M].Englewood Cliffs NJ:Prentice- Hall 1984.
[57]Lawrence D. Brown, Yi Lin. Racetrack betting and consensus of subjective probabilities [J]. Statistics & Probability Letters, Volume 62, Issue 2,2003(3):175-187.
[58]Lievens A, Moenaert R K. New service teams as information-processing systems reducing innovative uncertainty [J]. Journal of Service Research,2000,3(1):4-65.
[59]Liping A.Cai, Robert H. Woods.China's tourism-service failure [J]. The Cornell Hotel and Restaurant Administration Quarterly, Volume 34, Issue 4,1993(4):30-39.
[60]Lu,L., Leunge, K.,Koch,P.T. Managerial Knowledge Sharing:The Interplay of Individual, Interpersonal, and Organizational Factors[J].Management and Organization Review,2006(2):15-41.
[61]LylesMA, SalkJE. Knowledge acquisition from foreign parents in international joint ventures:an empirical examination in the Hungarian context [J]. Journal of International Business Studies,1996,27(5):877-904.
[62]MA Hilgert, JM Hogarth, SG Beverly. Household Financial Management:The Connection between Knowledge and Behavior [J]. Federal Reserve Bulletin July 2003.
[63]Makoto Nakayama.An assessment of EDI use and other channel communications on trading behavior and trading partner knowledge [J]. Information & Management, Volume 40, Issue 6,2003(7):563-580.
[64]Mark Freel.Characterising Innovation in Knowledge-Intensive Business Services. Advances in Entrepreneurship [J]. Firm Emergence and Growth,2006(9):147-174.
[65]Martin, C.R. and Home, D.A., Level of success inputs for service innovations in the same firm [J]. International Journal of Service Industry Management,1995,6(4):40-56.
[66]Martin,C.R., Home, D.A., Schultz, A.M., The business-to- business customer in the service innovation process [J].European Journal of Innovation Management,1999,2 (2):55-62.
[67]MeDermott, R. Why Information Technology Inspired But Cannot Deliver Knowledge Management [J]. California Management Review,1999(4):103-117.
[68]Meng-Lei.Monica Hu, Jeou-Shyan Horng, Yu-Hua Christine Sun. Hospitality teams: Knowledge sharing and service innovation performance [J]. Tourism Management, Volume 30, Issue 1,2009(2):41-50.
[69]Michael Earl. Knowledge Management Strategies:toward a taxonomy.Journal of Management [J]. Information Systems.2001(18):217.
[70]Miles I, KastrinosN, FlanaganK, BilderbekR, denHertog P, HuntinkW, Bouman M. Knowledge- intensive business services:their role as users, carriers and sources of innovation [J]. PREST, University of Manchester,1995.
[71]Mingers.J. Information and meaning:foundations for an intersubjective account [J]. Information Systems Journal,5,285-306.
[72]Neisser, U. Cognition and Reality [M]. New York:W. H. Freeman.1976.
[73]Nonaka, I., Takeuchi, H., The knowledge-creating company:How Japanese companies create the dynamics of innovation [M]. Oxford University Press:New York, NY.1995.
[74]Pam Scholder Ellen.Do we know what we need to know? Objective and subjective knowledge effects on pro-ecological behaviors [J]. Journal of Business Research, Volume 30, Issue 1,1994 (5):43-52.
[75]Panela Tiemey and Steven M. Farmer.The Pygmalion Process and Employee Creativity [J]. Journal of Managetmentl 2004,30(3):413-428.
[76]Paul A. Dorsey. What is PKM? http://www.millikin.edu/webmaster/seminar/pkm.html.
[77]Peter Drucker, Knowledge Work Productivity:The Biggest Challenge [J]. California Management Review Vol.41 No.2 1999.
[78]Peter McGeorge, David Hands, Gordon Rugg. The contribution of knowledge acquisition techniques to the assessment of training needs [J]. Safety Science, Volume 18, Issue 2,1994(12):79-93.
[79]Reagans R, McEvily B. Network structure and knowledge transfer:The effects of cohesion and range [J]. Administrative Science Quarterly,2003,48:240-267.
[80]R.Evanglista, GSirilli。Innovation in the Service Sector-Results from the Italian Statistical Survey.Technological Forecasting and Social Changel998:58-69.
[81]Rusell JB. Glucose toxicity and inability of Bacterioides ruminicola to regulate glucose transportand utilization [J]. Appl. Environ. Microbiol.1992(58):2040-2045.
[82]RUST R T, MIU C. What Academic Research Tells Us About Service [J].Communications of the ACM-Special Issue:Services Science,2006,49 (7):49-54.
[83]Savage, L.J. the foundations of statistics [M]. New York:Dover Publication.1954.
[84]Scott, S.G, R.A. Bruce Determinants of innovative behavior:A path model of individual innovation in the workplace [J]. Academy of Management Journal, 1994.37(3):p.580-607.
[85]Senge, P. M. Sharing Knowledge [J]. Executive Excellence,1997(11):17-20.
[86]Sheng-Hshiung Tsaur, Yi-Chun Lin.Promoting service quality in tourist hotels:the role of HRM practices and service behavior.Tourism Management 2004(25):471-481.
[87]Spiegler, Knowledge management:a new idea or arecycled concept [J]. Communications of the AIS 3 (14),2000:1-24.
[88]Sternberg R J, Wagner R K, Williams W M etal.Testing common sense [J]. American Psychologist.1995(50):912-927.
[89]Sundbo J, Gallouj F. Innovation in services[R]. SI4S Project synthesis Work package, 1998.
[90]Sven C. Voelpel, Malte Dous, Thomas H. Five steps to creating a global knowledge-sharing system [J]. Academy of Management Executive, May2005, Vol.19 Issue 2.
[91]Szulanski, G Exploring internal stickiness:Impediments to the transfer of Bestwithin the form [J]. Strategic Management,1996(17):27-43.
[92]Thomas S. Wallsten, Hongbin Gu. Distinguishing choice and subjective probability estimation processes:Implications for theories of judgment and for cross-cultural comparisons [J]. Organizational Behavior and Human Decision Processes, Volume 90, Issue 1,2003(1):111-123.
[93]Tineke De Vriendt, Christophe Matthys, Wim Verbeke, Use Pynaert, Stefaan De Henauw. Determinants of nutrition knowledge in young and middle-aged Belgian women and the association with their dietary behaviour [J]. Appetite,2009.
[94]Ursula Schneider. Coping with the Concept of Knowledge [J]. Management Learning. Vol.38(5):613-633.
[95]Valarie A.Zeithaml, Leonard Berry, A. Parasuraman. The behavioral consequences of service quality [J]. Journal of Marketing,1996 (4):31-46.
[96]Von Krogh, G., Roos, J.1996. Arguments on Knowledge and Competence [J]. Managing Knowledge. Eds.pp:100-115.
[97]Wasko, McLure Molly, Faraj, Samer. It is What One Does:Why People Participate and Help Others in Electronic Communities of Practice [J]. Journal of Strategic Information Systems, Vol.9, No.2-3,2000, pp.155-173.
[98]West, M.A. A measure of role innovation at work [J]. British Journal of Social Psychology,1987(26):83-85.
[99]William Obenour, Michael Patterson, Paul Pedersen, Lynn Pearson. Conceptualization of a meaning-based research approach for tourism service experiences [J].Tourism Management, Volume 27, Issue 1,2006(5):34-41.
[100]Wilson, T. D. The nonsense of knowledge management [J]. Information Research,2002, 8(1):144.
[101]Woodman, R.W., Sawyerm, J.E., Griffin, R.W. Toward a theory of organizational creativity [J]. Academy of Management Review,1993,18(2):293-321.
[102]Xing Sun, Changyou Sun,, Ian A. Munn, Anwar Hussain.Knowledge of three regeneration programs and application.behavior among Mississippi nonindustrial private forest landowners:A two-step sample selection approach [J]. Journal of Forest Economics,2008:1-18.
[103]Yan Zhang.The influence of mental models on undergraduate students'searching behavior on the Web [J]. Inforamtion Processing and Management.2008(44): 1330-1345.
[104]Yli-RenkoH, Autio E. Social capital knowledge acquisitions and knowledge exploitation in young technology-based firms [J]. Strategic Management Journa, 2001(22):587-613.
[105]Zander & Kogut, B.1995. Knowledge and the speed of the transfer and imitation of organizational capabilities [J]. Organization Science,6(1):76-92.
[106]Zhou, J., George, J.M. When job dissatisfaction leads to creativity:Encouraging the expression of voice [J]. Academy of Management Journal,2001(4):682-696.
[107]Zuboff, S. "The Emperor's New Information Economy." In Information Technology and Changes in Organizational Work [M]. Edited by W. Orlikowski, G. Walsham, M. Jones and J. DeGross. London:Chapman & Hall,1996.
[108]柏拉图.泰阿泰德篇[M].北京：商务印书馆,1963.
[109]包志军,何会涛.绩效考评方式与员工创新行为分析——基于知识整合与转化视角[J].科技情报开发与经济,2008(36)：140-142.
[110]彼得·F·德鲁克,野中郁次郎等,杨开峰等译.知识管理[M].北京：中国人民大学出版社.2004：5.
[111]卞继伟,郑孟煊.论知识结构与创新思维[J].中国青年政治学院学报,2000(5)：74-80.
[112]波特,比格利,斯蒂尔斯(美)著,陈学军等译.激励与工作行为.机械工业出版社.
[113]蔡建群.管理者—员工心理契约对员工行为影响机理研究[D].复旦大学硕士学位论文,2008.
[114]陈福义,生延超.旅游服务创新的四维度模型分析[J].郑州轻工业学院学报(社会科学版),2000(2)：177-181.
[115]陈国权,李赞斌.学习型组织中的学习主体类型与案例研究[J].管理科学学报,2002(4)：51-60.
[116]陈国权.人的知识来源模型以及获取和传递知识过程的管理[J].中国管理科学,2003(6)：177-186.
[117]陈嘉明.经验基础与知识确证[J].中国社会科学,2007(1)：65-76.
[118]陈嘉明.信念与知识[J].厦门大学学报(哲学社会科学版),2002(6):34-42.
[119]陈杰.创新行为的社会空间理论[J].科学学研究2008(1)：169-177.
[120]陈亮,陈忠,韩丽川,郭浩,朱音.基于社会网络分析的企业员工知识存量测度及实证研究[J].管理工程学报,2009(4)：49-55.
[121]陈伟东.对帕累托行为理论的理解[J].浙江大学学报,1993(3)：35-40.
[122]达文波特,普兽萨克.营运知识一工商企业的知识管理[M].南昌：江西教育出版社,1999.
[123]丁家永.知识的本质新论——一种认知心理学的观点[J].南京师大学报(社会科学版),1998(2)：67-71.
[124]方华.企业管理者隐性知识的结构及其与人格特质的关系研究[D].沈阳师范大学,2005.
[125]傅翠晓,钱省三,陈劲杰,张睿.知识生产研究综述[J].科技进步与对策,2009 (1)：155-160.
[126]傅小兰,刘超.认知心理学研究心智问题的途径与方法[J].自然辩证法通讯,2003(5)：151-158.
[127]傅祖云.信息论—基础理论与应用[M].北京：电子工业出版社,2001：3-5.
[128]盖乃诚.国有企业事业单位气氛与员工行为关系及其影响研究[D].华东师范大学博士论文,2005.
[129]顾远东,彭纪生.组织创新氛围对员工创新行为的影响[J].南开管理评论,2010(1)：30-41.
[130]何晓萍,万学晶.知识经济下服务创新模式的探讨[J].科技情报开发与经济,2005(2)：171-173.
[131]贺颖,陈士俊.个体知识结构的间隔对思维形成及发展的影响[J].情报杂志,2007(8)：63-65.
[132]侯杰泰,温忠麟,成子娟.结构方程模型及其应用[M].北京：教学科学出版社,2004.
[133]胡建平,董其军.从认知心理学的角度谈知识管理[J].情报理论与实践,2001(1)：56-61.
[134]黄芳铭.结构方程模式—理论与应用[M].北京：中国税务出版社,2005.
[135]黄秋雯.个体人力资本与社会资本对创新行为影响的实证研究[J].哈尔滨商业大学学报,2009(6)：49-52
[136]黄涛.主观概率判断的演进[J].数量经济技术经济研究1998(5).
[137]黄维兵.现代服务经济理论与中国服务业发展[D].西南财经大学,2002.
[138]纪圣森.知识密集型服务创新的研究现状与评述[J].引进与咨询,2006(12)：43-46.
[139]姜燕瑾,赵晶锦.员工服务创新行为修炼[J].中国人力资源开发,2009(5)：54-56.
[140]莱斯切尔.认识经济论[M].江西教育出版社,1999.
[141]雷水旺,沈治宏.2007年个人知识管理研究评述[J].科技情报开发与经济,2008(18)：159-160.
[142]李长玲.知识存量及其测度[J].情报杂志,2004(7)：65-66.
[143]李春景,曾国屏.基于知识密集型服务活动的服务创新系统研究[J].自然辩证法研究,2006(7)：35-39.
[144]李纲,刘益.知识共享、知识获取与产品创新的关系模型[J].科学学与科学技术管理,2007(7)：103-109.
[145]李林英,刘平青,孟凡臣.图式、心智模式及其管理[J].北京理工大学学报,2005 (12)：175-178.
[146]李楠.民营企业家创新行为的本质分析[J].商业经济与管理,2008(4)：38-43.
[147]李顺才,李伟,王苏丹.企业家先验知识、创新认知与创新力关系研究——关于企业家创新行为的理论分析框架[J].科学学与科学技术管理,2008(5)：174-179.
[148]李霞,戴昌钧.基于效用理论的信息知识转化机制研究[J].图书情报工作,2009(6)：95-99.
[149]李旭燕.主观概率理论的本质：从经验中学习[J].广西大学学报,2008(4)：47-49.
[150]李亚男.顾客导向的中高档饭店服务创新研究[D].浙江大学,2006.
[151]李政.员工人际和谐观、创新价值观及创新行为的关系研究[D].重庆大学硕士论文,2007.
[152]李志.企业家创造性与创新行为和企业绩效关系的研究[D].西南大学博士论文,2008.
[153]李志,朱帆.国外企业员工创新能力研究进展及相关启示[J].西南交通大学学报,2007(2)：114-118.
[154]李志宏,吴鹏飞.企业战略视角的知识管理研究进展[J].情报杂志,2007(12)：66-69.
[155]李志强.企业家创新行为的制度分析——个理论框架[D]. 北京交通大学博士论文,2008.
[156]李作学.个体隐性知识的结构分析与管理研究[D].博士学位论文,2006.
[157]林东清.知识管理理论与实务[M].电子工业出版社,2005.
[158]蔺雷,吴贵生.服务创新研究方法综述[J].科研管理,2004(3)：19-24.
[159]刘广,戴昌钧.基于心理学上的信息和知识的定义方法[J].图书情报工作,2005(12)：18-21.
[160]刘广,戴昌钧.基于主观概率的组织知识的表征方法[J].图书情报工作,2006(10)：55-58.
[161]刘广,戴昌钧.信息一知识相互转化的心理学机制[J].情报杂志,2006(9)：175-177.
[162]刘纬华.旅游服务创新体系研究[D].华侨大学,2001.
[163]刘耀中.心理授权的结构维度及其与员工创新行为的关系研究[J].西北师大学报,2008(11)：90-95.
[164]刘作仪,杜少甫.服务科学管理与工程：一个正在兴起的领域[J].管理学报,2008(4)：607-615.
[165]龙飞.基于组织共享心智模型的组织知识创新管理研究[D].东华大学博士论文,2008.
[166]龙飞,戴昌钧.组织知识创新能力开发的内在心智基础测度与实证分析[J].科学学研究,2008(10)：1080-1089.
[167]龙飞,戴昌钧.组织知识创新能力开发的内在心智基础及演化过程分析[J].图书情报知识,2008(3)：85-92.
[168]卢小君、张国梁.工作动机对个体创新行为的影响[J].研究软科学,2007(12)：124-127.
[169]卢小君.学习型文化对个体创新行为的影响机理研究[D].大连理工大学博士论文,2007.
[170]路琳,梁学玲.知识共享在人际互动与创新之间的中介作用研究[J].南开管理评论,2009(1)：118-123.
[171]璐琳、常河山. 目标导向对个体创新行为的影响研究[J].研究与发展管理,2007(6)：44-51.
[172]吕晓俊,俞文钊.员工心智模式的实证研究[J].心理科学,2002(6)：736-737.
[173]吕晓俊.组织背景中心智模式的自我管理[J].上海交通大学学报(哲学社会科学版),2003(2)：182-186.
[174]吕晓俊.组织中员工的心智模式的理论与实证研究[D].华东师范大学博士论文,2002.
[175]马庆国,徐青,廖振鹏,张彩江.基于复杂适应系统的个体知识转移影响因素分析[J].科研管理,2006(5)：50-55.
[176]马淑文.企业知识结构与知识创新关系研究[J].科技进步与对策,2007(12)：148-152.
[177]迈克尔.波拉尼[英]著,许泽民译.个体知识.贵州人民出版社.
[178]毛世佩.人际和谐倾向、分配公平倾向对个人创新行为影响研究[D].浙江大学硕士论文.
[179]倪荣.心智模式与安全行为关联分析[J].安全生产,2005(286)：138-139.
[180]宁烨,樊治平.知识能力—演化过程与提升路径研究[M].北京：经济科学出版社,2007.
[181]牛继舜.试论改善心智模式的原则[J].现代管理科学,2004(12)：180-182.
[182]齐义山.知识型员工创新行为的心智模式研究[J].中国科技论坛,2010(1)：122-127.
[183]邱晓雯.情绪因素对主观概率判断的影响[D].首都师范大学硕士论文,2008.
[184]任晓明,臧勇.主观贝叶斯主义的概率理论[J].华北水利电学院学报(2)：17-22.
[185]舒成利,高山行.基于知识生产模式的原始性创新发生机制的研究[J].科学学研究,2008(6)：640-644.
[186]孙静.试论饭店服务标准的制定原则[J].商业研究2001(05).
[187]孙新波.知识员工生产率提高的障碍及对策—以A软件集团为例[J].科学管理研究,2008(5)：63-66.
[188]童佳瑾,王垒.性别与创新：心里资本的中介作用[J].第十二届全国心理学学术大会论文摘要集,2009.
[189]汪丁丁.知识过程与人生感悟[J].读书,1999(4)：75-79.
[190]汪丁丁.知识沿时间和空间的互补性以及相关的经济学[J].经济研究,1997(6)：70-77.
[191]王好民.试论主观与客观概率[J].曲阜示范大学学报,第19卷第三期：83-87.
[192]王惠东,祁红梅.员工外部知识接收行为影响因素分析[J].科技管理研究,2008(12)：420-423.
[193]王丽平,李振武.论优化个体知识结构的路径[J].太原大学学报,2008(12)：64-67.
[194]王立生.社会资本、吸收能力对知识获取和创新绩效的影响研究[D].浙江大学博士论文,2007.
[195]魏钢焰.刍论个体创新机制的结构与机[J].科学学研究,2006(24)：617-621.
[196]魏江,陶颜,翁羽飞.中国知识密集型服务业的创新障碍—来自长三角地区KIBS企业的数据实证[J].科研管理,2009(1)：81-87.
[197]乌家培.信息、知识及相互问题[J].科学决策,1994(04)：15-19.
[198]吴季松.知识经济学.理论、实践和应用[M].北京：北京科学技术出版社,1999：44.
[199]吴清津,汪纯孝,胡石凡.旅游企业员工服务导向与工作行为对企业外部效率的影响.旅游教育出版社.
[200]吴晓波,郭雯,刘清华.知识管理模型研究述评[J].研究与发展管理,200214(6).
[201]吴玉督,任伊珊.主观概率的一个强健定义[J].统计与决策2007(8)：33-35.
[202]吴玉督,吴江.不确定性下决策理论的发展：主观概率研究综述[J].江汉论坛,2007(7)：73-76.
[203]吴治国、石金涛.员工创新行为触发系统分析及管理启示[J].中国软科学,2007(3)：92-97.
[204]奚颖.主观概率的提出及其确定方法[J].2002中国控制与决策学术年会论文.
[205]席运江,党延忠.基于加权知识网络的个人知识存量表示与度量方法[J].管理学报2007(1)：28-32.
[206]向玲,张庆林.主观概率判断的支持理论[J].心理科学进展2006,14(5)：689-696.
[207]谢洪明,王成,罗惠玲,李新春.学习、知识整合与创新的关系研究[J].南开管理评论,2007(10)：105-112.
[208]谢祁.基于信息技术的旅游服务创新[J].中国商界,2008(8)：118-121.
[209]谢泗薪.知识与服务互动性战略管理研究[J].科学管理研究,2005(10)：75-82.
[210]徐国华.企业家的认知、情感与企业家创新行为[J].南京社会科学2008(1)：50-54.
[211]薛靖,任子平.从社会网络角度探讨个人外部关系资源与创新行为关系的实证研究[J].管理世界,2006(5)：150-153
[212]薛靖、谢荷峰.知识转换能力、网络中心性对个人创新行为影响的研究[J].技术经济,2006(6)：85-88.
[213]薛靖.创意团队成员个人创新行为影响因素实证研究[D].浙江大学博士论文.
[214]杨丹,戴昌钧.知识工作的结构分析及模型表征[J].南开管理评论,2007(10)：86-92.
[215]杨名.服务创新及其对服务经济增长的作用分析[D].大连理工大学,2008.
[216]杨志锋,邹珊刚.知识资源、知识存量和知识流量：概念、特征和测度[J].科研管理,2000(7)：105-111.
[217]于双,陈智高.个体层面先验知识对知识吸收能力的影响研究[J].科学学与科学技术管理,2008(9)：199-200.
[218]俞立平.信息与人类个体行为关系模型研究[J].图书情报工作,2006(7)：31-34.
[219]郁振华.客服客观主义—波兰尼的个人知识论[J].自然辩证法通讯,2002(1)：9-16.
[220]袁志刚.论知识的生产和消费[J].经济研究,1999(6)：59-66.
[221]约瑟夫·A·熊彼特.经济发展理论[M][1].何畏,等译校.北京：北京商务印书馆,1990.
[222]张钢,倪旭东.知识冲突管理[M].北京：科学出版社,2007.
[223]张钢,倪旭东.知识冲突过程：一个案例研究[J].研究与发展管理,2006(10)：66-73.
[224]张鸿.顾客参与对国内商业银行服务创新的影响研究[D].哈尔滨工业大学硕士论文,2009.
[225]张若勇,刘新梅,王海珍.服务氛围对顾客知识获取影响路径的实证研究[J].科学学研究,2008(4)：350-357.
[226]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(10)：92-97.
[227]张圣平.偏好、信念、信息与证券价格[M].上海人民出版社.2002.11：12.
[228]张婷婷.动机取向与创新气氛对员工创新行为的交互效应研究[D].上海交通大学,2009.
[229]张文勤.知识团队自省性研究—结构测量、触发因素与多层次效应[D].上海交通大学.
[230]张文涛.适度服务：一个基于服务生产率的理论构建[J].管理世界,2006(3)：152-153.
[231]张晓林.基于价值链的服务企业理论与创新研究[D].天津大学,2006.
[232]张晓曼,卢小君.学习型文化的发展阶段与个体创新行为的关系研究[J].科技与管理,2008(11)：23-27.
[233]张义忠,汤书昆.“知识人”假定的社会基础与理念基础研究[J].科学学研究,2008(4)：245-249.
[234]赵晶锦.保险业员工创新行为及其影响因素研究[D].浙江大学硕士论文,2009.
[235]赵小迪.企业中高层管理人员创新意识与创新行为关系的实证研究[D].重庆大学硕士论文,2008.
[236]章志敏,李春舞.主观概率[J].曲阜师范大学学报18卷(1)：11-13.
[237]周慧,许长新.对新规制经济学中规制者主观概率的一个解释[J].当代财经,2006(2)：15-18.
[238]周玉泉,李垣.组织学习、能力与创新方式选择关系研究[J].科学学研究,2005(4)：523-530.
[239]朱婕.网络环境下个体信息获取行为研究[D].吉林大学博士论文,2007.
[240]朱丽恩.试论服务等级与服务标准[J].中国标准化,1995(01)：8-10
[241]竹内弘高、野中郁次郎著,李萌译,高飞校译.知识创造的螺旋—知识管理理论与案例研究[M].北京：知识产权出版社.2006.
[242]朱新秤.知识与创新关系新论[J].教育导刊,2001(19)：10-13.
[243]吉尔伯特·赖尔(英). 心的概念[M].商务印书馆.1992.
[244]丁桂凤,李新霞. 一线员工的服务破坏行为及其控制[J]. 中国人力资源开发,2008(11)：45-47.
[245]赵亮,朱宪辰.企业家创新行为的经验基础[J].中国制度经济学年会论文集2006：909-916.
[246]张保银.经济管理复杂适应系统理论与仿真研究[D].天津大学,2003.
[247]张辰, 文元美. 信息论在认识和记忆中的运用[J]. 广东工业大学学报,2004(6)：79-83.