【摘要】：隨著經(jīng)濟(jì)的全球化，，知識(shí)經(jīng)濟(jì)亦勃然升起，對(duì)服務(wù)業(yè)而言，復(fù)雜多變的市場(chǎng)環(huán)境更加劇了其對(duì)知識(shí)的需求。但是，當(dāng)企業(yè)本身具有的知識(shí)無法滿足市場(chǎng)需要時(shí)，便會(huì)產(chǎn)生知識(shí)的現(xiàn)存水平與需要之間的缺口，而顧客參與可以有效地彌補(bǔ)這個(gè)知識(shí)缺口，使得顧客的知識(shí)被企業(yè)吸收，并與企業(yè)的知識(shí)進(jìn)行協(xié)同演化，創(chuàng)造出滿足市場(chǎng)需求的新資源。因此，顧客參與是服務(wù)企業(yè)進(jìn)行創(chuàng)新的關(guān)鍵。顧客參與，在知識(shí)層面即為顧客知識(shí)的參與。企業(yè)人員與顧客之間的關(guān)系構(gòu)成復(fù)雜網(wǎng)絡(luò)關(guān)系，其中的參與人員視為節(jié)點(diǎn)，人員之間的知識(shí)協(xié)同關(guān)系視為邊，通過運(yùn)用復(fù)雜網(wǎng)絡(luò)工具和NetLogo仿真平臺(tái)模擬企業(yè)人員與顧客之間根據(jù)一定知識(shí)協(xié)同規(guī)則進(jìn)行的知識(shí)協(xié)同演化，可以為有顧客參與的服務(wù)企業(yè)創(chuàng)新提供一定的政策建議。因此，本文在歸納了主體間知識(shí)協(xié)同模式的基礎(chǔ)上，研究了不同協(xié)同模式下，顧客—企業(yè)知識(shí)協(xié)同的效率和效果及其演化過程，包括兩個(gè)仿真模型。 （1）基于不同網(wǎng)絡(luò)結(jié)構(gòu)的顧客—企業(yè)知識(shí)協(xié)同演化：研究知識(shí)協(xié)同網(wǎng)絡(luò)中，網(wǎng)絡(luò)結(jié)構(gòu)如何影響知識(shí)協(xié)同的績(jī)效。首先用復(fù)雜網(wǎng)絡(luò)模型構(gòu)造一個(gè)顧客—企業(yè)知識(shí)協(xié)同網(wǎng)絡(luò)，然后通過對(duì)知識(shí)協(xié)同過程進(jìn)行建模和仿真，對(duì)比分析了規(guī)則網(wǎng)絡(luò)、小世界網(wǎng)絡(luò)、隨機(jī)網(wǎng)絡(luò)上的知識(shí)協(xié)同績(jī)效。研究結(jié)果表明:隨機(jī)網(wǎng)絡(luò)在初期較有效，但知識(shí)協(xié)同演化一段時(shí)間后，小世界結(jié)構(gòu)上的知識(shí)協(xié)同績(jī)效最高，這為組織建立有效的知識(shí)協(xié)同網(wǎng)絡(luò)提供了依據(jù)和指導(dǎo)。 （2）基于個(gè)體策略選擇和網(wǎng)絡(luò)結(jié)構(gòu)演化的顧客—企業(yè)知識(shí)協(xié)同研究：模型中把知識(shí)主體針對(duì)知識(shí)的傳播和接收分為“積極的”和“消極的”兩種策略，而且主體的策略會(huì)根據(jù)知識(shí)水平的大�。ㄖR(shí)收益）隨時(shí)間進(jìn)行更新；同時(shí)，網(wǎng)絡(luò)結(jié)構(gòu)也不是一成不變的，主體會(huì)根據(jù)知識(shí)收益以一定的網(wǎng)絡(luò)更新規(guī)則改變知識(shí)協(xié)同對(duì)象，反映到知識(shí)協(xié)同網(wǎng)絡(luò)上即為增、刪邊活動(dòng)。研究發(fā)現(xiàn)：初始網(wǎng)絡(luò)要達(dá)到一定的合作水平閾值，網(wǎng)絡(luò)才會(huì)“進(jìn)化”，且初始網(wǎng)絡(luò)中較高的合作水平能促進(jìn)知識(shí)協(xié)同；較快的策略更新速度伴隨較快的結(jié)構(gòu)更新速度有助于達(dá)到較好的知識(shí)協(xié)同效果。這為服務(wù)企業(yè)的創(chuàng)新工作提供了新視角，并具有一定的啟示作用。 根據(jù)仿真結(jié)論并結(jié)合實(shí)際應(yīng)用，本文從組織管理角度對(duì)企業(yè)中有顧客參與的服務(wù)創(chuàng)新問題給予了分析和建議，并在文章結(jié)尾進(jìn)行了總結(jié)。
[Abstract]:With the globalization of economy, the knowledge economy also rises. For the service industry, the complex and changeable market environment intensifies its demand for knowledge. However, when the knowledge of the enterprise itself cannot meet the needs of the market, there will be a gap between the existing level of knowledge and the need, and customer participation can effectively fill the knowledge gap and make the customer's knowledge absorbed by the enterprise. And cooperate with the knowledge of the enterprise to create new resources to meet the needs of the market. Therefore, customer participation is the key to innovation of service enterprises. Customer participation is the participation of customer knowledge at the level of knowledge. The relationship between enterprise personnel and customers constitutes a complex network relationship, in which the participants are regarded as nodes, and the knowledge synergy among personnel is regarded as edge. By using complex network tools and NetLogo simulation platform to simulate the evolution of knowledge collaboration between enterprise personnel and customers according to certain knowledge coordination rules, some policy suggestions can be provided for the innovation of service enterprises with customer participation. Therefore, on the basis of summing up the model of knowledge collaboration among agents, this paper studies the efficiency and effect of knowledge collaboration among customers and enterprises and its evolution process under different collaboration modes. It includes two simulation models. (1) knowledge collaborative evolution of customer-enterprise based on different network structure: how network structure affects the performance of knowledge collaboration in knowledge collaborative network. Firstly, a customer-enterprise knowledge collaboration network is constructed by using a complex network model, and then the knowledge collaboration performance on a regular network, a small world network and a random network is compared and analyzed by modeling and simulating the process of knowledge collaboration. The results show that stochastic networks are more effective in the initial stage, but after a period of knowledge co-evolution, the knowledge synergy performance in the small world structure is the highest. This provides the basis and guidance for the organization to establish an effective knowledge collaboration network. (2) the research of customer-enterprise knowledge collaboration based on individual strategy selection and network structure evolution: the knowledge agent is aimed at the knowledge in the model. Communication and reception are divided into "positive" and "negative" strategies. Moreover, the strategy of the agent will be updated according to the level of knowledge (knowledge income) over time. At the same time, the network structure will not be fixed, and the agent will change the knowledge cooperative object according to the knowledge income and some network update rules. Reflected in the knowledge collaboration network is increased, delete activities. It is found that only when the initial network reaches a certain threshold of cooperation level, can the network "evolve", and the higher level of cooperation in the initial network can promote knowledge collaboration; The faster strategy update speed and the faster structure update speed are helpful to achieve better knowledge synergy. This provides a new angle of view for the innovation work of service enterprises, and has certain enlightenment function. Based on the simulation results and practical applications, this paper analyzes and proposes the service innovation problems in enterprises with customer participation from the perspective of organization management, and summarizes the problems at the end of the article.
【學(xué)位授予單位】：杭州電子科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：O157.5;F272;F719

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本文編號(hào)：2200526