本文選題：客戶協(xié)同　切入點：產(chǎn)品創(chuàng)新　出處：《北京郵電大學》2017年博士論文　論文類型：學位論文

【摘要】：客戶協(xié)同與企業(yè)產(chǎn)品創(chuàng)新密切相關(guān)。目前我國企業(yè)存在“產(chǎn)品滯銷”與“市場需求旺盛”的矛盾局面,其根源是企業(yè)生產(chǎn)缺少客戶的參與,造成了企業(yè)生產(chǎn)的產(chǎn)品不能很好地迎合和滿足終端客戶的個性化需求。針對這一社會現(xiàn)象和企業(yè)問題,宏觀層面,中國政府提出了“供給側(cè)改革”,其核心是優(yōu)化供給結(jié)構(gòu)對需求變化的適應(yīng)性和靈活性。而微觀層面,企業(yè)如何應(yīng)對和解決這一難題成為產(chǎn)品創(chuàng)新領(lǐng)域研究的熱點問題。企業(yè)傳統(tǒng)的客戶協(xié)同產(chǎn)品創(chuàng)新往往局限于高校、研究機構(gòu)等組織和部分“領(lǐng)先型客戶”,而互聯(lián)網(wǎng)技術(shù)尤其是web2. 0技術(shù)的發(fā)展,使得客戶協(xié)同產(chǎn)品創(chuàng)新可以在更廣地域,更大范圍內(nèi)進行�？蛻魠f(xié)同產(chǎn)品創(chuàng)新的本質(zhì)是充分獲取和利用客戶的知識,其前提是客戶主動分享自有知識。但是網(wǎng)絡(luò)環(huán)境下的協(xié)同產(chǎn)品創(chuàng)新由于創(chuàng)新人員的分散性、多樣性、異質(zhì)性和協(xié)同性等復雜特性使得這一情境下的知識分享活動具有動態(tài)性和不確定性。因此,采用相關(guān)的理論和方法,分析并掌握網(wǎng)絡(luò)客戶知識分享的特殊性和規(guī)律性,對于企業(yè)開展客戶協(xié)同產(chǎn)品創(chuàng)新管理工作具有較好的理論指導意義。本文以網(wǎng)絡(luò)環(huán)境下協(xié)同產(chǎn)品創(chuàng)新的客戶為研究對象,基于生態(tài)系統(tǒng)原理和理性行為、社會網(wǎng)絡(luò)等理論,借鑒學術(shù)界相關(guān)領(lǐng)域研究成果,研究協(xié)同創(chuàng)新客戶的知識分享特征和內(nèi)在運作機理。具體地說,本文的研究工作主要包括以下幾個方面:(1)分析了網(wǎng)絡(luò)環(huán)境下客戶協(xié)同產(chǎn)品創(chuàng)新的開展過程和協(xié)同特征�；谏鷳B(tài)系統(tǒng)原理和創(chuàng)新生態(tài)系統(tǒng)理論,從系統(tǒng)角度分析網(wǎng)絡(luò)環(huán)境下客戶協(xié)同產(chǎn)品創(chuàng)新的特征、要素構(gòu)成和要素相互作用。研究結(jié)果表明:協(xié)同創(chuàng)新主體、協(xié)同對象(客體)和協(xié)同媒介三要素的分布、互動、競爭和演化具有明顯的生態(tài)系統(tǒng)特征。(2)分析了網(wǎng)絡(luò)環(huán)境下客戶協(xié)同產(chǎn)品創(chuàng)新知識分享的機理。使用探索性案例研究和社會網(wǎng)絡(luò)分析法,對兩家企業(yè)的三個網(wǎng)絡(luò)協(xié)同創(chuàng)新平臺近兩年的知識分享行為進行挖掘和系統(tǒng)分析,抽取出影響知識分享的共性要素,并分析要素和知識分享之間的關(guān)系。研究發(fā)現(xiàn):三個平臺在主體間網(wǎng)絡(luò)關(guān)系、主體一媒介關(guān)系、以及時間要素上呈現(xiàn)出共有特征,且在知識分享過程中起到了驅(qū)動作用。(3)整合理性行為理論和社會網(wǎng)絡(luò)理論,進一步剖析了網(wǎng)絡(luò)環(huán)境下客戶協(xié)同產(chǎn)品創(chuàng)新知識分享的機理,構(gòu)建了“系統(tǒng)要素間關(guān)系—知識分享態(tài)度—知識分享意愿”的理論模型和研究假設(shè)。并設(shè)置了兩階段調(diào)查問卷,對其進行實證檢驗,分析模型要素在時間軸上的變化特征和變化趨勢。研究發(fā)現(xiàn):①主體間網(wǎng)絡(luò)關(guān)系、主體—媒介關(guān)系對協(xié)同客戶的知識分享態(tài)度(知識分享情感和個體認知)和知識分享意愿有顯著的正向影響,知識分享情感與個體認知在“主體間網(wǎng)絡(luò)關(guān)系、主體—媒介關(guān)系—知識分享意愿”中都充當了半中介的作用。②主體間網(wǎng)絡(luò)關(guān)系對協(xié)同客戶知識分享情感、個體認知和知識分享意愿的影響程度隨個體協(xié)同經(jīng)驗的增長而增加;而主體—媒介關(guān)系對協(xié)同客戶知識分享情感、個體認知和知識分享意愿的影響程度隨個體協(xié)同經(jīng)驗的增長而降低。(4)運用治理理論和聯(lián)盟治理理論,提出了網(wǎng)絡(luò)環(huán)境下客戶協(xié)同產(chǎn)品創(chuàng)新知識分享的治理機制和治理對策。研究指出:對網(wǎng)絡(luò)環(huán)境下客戶協(xié)同產(chǎn)品創(chuàng)新知識分享的治理應(yīng)該從協(xié)同關(guān)系和知識分享過程兩個方面展開,協(xié)同關(guān)系方面,既要重視對協(xié)同人群形成網(wǎng)絡(luò)關(guān)系進行引導和鼓勵,也要重視協(xié)同產(chǎn)品信息的網(wǎng)絡(luò)化傳播;知識分享過程方面,需要按知識分享的外在行為方式和內(nèi)在影響機理分類治理�？傊�,本文的研究不僅豐富了網(wǎng)絡(luò)創(chuàng)新生態(tài)系統(tǒng)、在線社會網(wǎng)絡(luò)、網(wǎng)絡(luò)客戶理性行為等理論研究,還為企業(yè)制定科學、合理、有效的網(wǎng)絡(luò)協(xié)同產(chǎn)品創(chuàng)新決策和網(wǎng)絡(luò)知識分享治理對策提供理論指導。
[Abstract]:Closely related to the enterprise customer collaborative product innovation. At present our country enterprise "unmarketable products" and "market demand" situation, is the source of enterprise production and lack of customer participation, caused the enterprise products can not meet well and meet the personalized needs of terminal customers. In response to this social phenomenon and enterprise the problem, the macro level, China government put forward the "supply side reforms", its core is the adaptability and flexibility of demand supply structure optimization. And the micro level, the enterprise how to deal with and solve this problem has become a hot issue in product innovation research field. The traditional enterprise customer collaborative product innovation is often limited to universities, research institutions other organizations and part of the "leading customers", and Internet technology, especially the development of web2. 0 technology, making the customer collaborative product innovation in a wide area And for a wider range. Customer collaborative product innovation is the essence of full access to and use of customer knowledge, customer knowledge sharing is the premise of its own initiative. But under the environment of network collaborative product innovation due to dispersion, innovative personnel diversity, heterogeneity and coordination of complex characteristics makes the situation of knowledge sharing activities with dynamic and uncertainty. Therefore, using the relevant theories and methods, analyze and grasp the particularity and regularity of network customer knowledge sharing, for enterprises to carry out customer has better theoretical guiding significance in collaborative product innovation management. Customer collaborative product innovation based on the network environment as the research object, ecological system principle and rational behavior based on social network theory, referring to the research achievements in academic field, the research of collaborative innovation of customer knowledge sharing features and internal transport As a mechanism. Specifically, the main research work of this paper includes the following aspects: (1) analysis of the network environment in customer collaborative product innovation and carry out collaborative feature process. The principle of ecological system and ecological system innovation based on the theory, analyze the network environment of customer collaborative product innovation characteristics from the perspective of the system, the interaction of elements and elements. The results show that collaborative innovation, collaborative object (object) distribution, the three elements of the interactive and collaborative media, has obvious characteristics of the ecological system and the evolution of competition. (2) analysis of the network environment of customer collaborative product innovation knowledge sharing mechanism. Using exploratory case study and social network analysis in three, two enterprises network collaborative innovation platform in recent years the knowledge sharing behavior analysis and mining system, draw out the common factors affecting the knowledge sharing, and analysis And knowledge sharing. The relationship between the study found: three platform network in the relationship between the subject and the subject of a media relations, as well as the time factor showing the common features, and in the knowledge sharing process plays a driving role. (3) the integration of rational behavior theory and social network theory, and further analyzes the synergy the mechanism of product innovation knowledge sharing under the environment of network customers, constructed the theoretical model and research hypothesis of the relationship between the elements of the system, knowledge sharing attitude and knowledge sharing intention ". And a set of two stage questionnaire, carries on the empirical test and analysis of model elements in the time axis changing characteristics and trend of research. Found: between the main network, the main media of the collaborative relationship between the attitude of customers to share knowledge (knowledge sharing emotion and individual cognition) and knowledge sharing has a significant positive impact the willingness of knowledge sharing. The relationship between sense and individual cognitive network in the "inter subjectivity, the subject of media relations - Knowledge Sharing Willingness" acts as the intermediary role. The main half of collaborative network between customer knowledge sharing emotions, individual cognition and knowledge sharing intention with the influence of individual cooperative experience increased; and the main media the relationship of collaborative customer knowledge sharing emotions, increase individual cognition and knowledge sharing intention with the influence of individual cooperative experience decreased. (4) the use of alliance governance theory and governance theory, put forward the network environment of customer collaborative product innovation knowledge sharing governance mechanism and governance countermeasure research. Pointed out that under the network environment to the customer collaborative governance innovation knowledge sharing and collaborative relations should be discussed from two aspects of the process of knowledge sharing, cooperative relations, we should not only attach importance to people to form a network of close collaboration Department of guidance and encouragement, but also attach importance to the network collaborative product information; knowledge sharing process, need external governance behavior according to the classification of knowledge sharing and internal influence mechanism. In conclusion, this study not only enriches the network innovation ecosystem, online social network, research network client rational behavior theory, but also for the enterprises to make scientific, reasonable, effective network collaborative product innovation decision and network knowledge sharing countermeasures to provide theoretical guidance.

【學位授予單位】：北京郵電大學
【學位級別】：博士
【學位授予年份】：2017
【分類號】：F274;F273.1

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