基于网络视角的顾客—企业知识协同演化研究
发布时间：2018-08-24 10:25
【摘要】：随着经济的全球化，，知识经济亦勃然升起，对服务业而言，复杂多变的市场环境更加剧了其对知识的需求。但是，当企业本身具有的知识无法满足市场需要时，便会产生知识的现存水平与需要之间的缺口，而顾客参与可以有效地弥补这个知识缺口，使得顾客的知识被企业吸收，并与企业的知识进行协同演化，创造出满足市场需求的新资源。因此，顾客参与是服务企业进行创新的关键。顾客参与，在知识层面即为顾客知识的参与。企业人员与顾客之间的关系构成复杂网络关系，其中的参与人员视为节点，人员之间的知识协同关系视为边，通过运用复杂网络工具和NetLogo仿真平台模拟企业人员与顾客之间根据一定知识协同规则进行的知识协同演化，可以为有顾客参与的服务企业创新提供一定的政策建议。因此，本文在归纳了主体间知识协同模式的基础上，研究了不同协同模式下，顾客—企业知识协同的效率和效果及其演化过程，包括两个仿真模型。 （1）基于不同网络结构的顾客—企业知识协同演化：研究知识协同网络中，网络结构如何影响知识协同的绩效。首先用复杂网络模型构造一个顾客—企业知识协同网络，然后通过对知识协同过程进行建模和仿真，对比分析了规则网络、小世界网络、随机网络上的知识协同绩效。研究结果表明:随机网络在初期较有效，但知识协同演化一段时间后，小世界结构上的知识协同绩效最高，这为组织建立有效的知识协同网络提供了依据和指导。 （2）基于个体策略选择和网络结构演化的顾客—企业知识协同研究：模型中把知识主体针对知识的传播和接收分为“积极的”和“消极的”两种策略，而且主体的策略会根据知识水平的大小（知识收益）随时间进行更新；同时，网络结构也不是一成不变的，主体会根据知识收益以一定的网络更新规则改变知识协同对象，反映到知识协同网络上即为增、删边活动。研究发现：初始网络要达到一定的合作水平阈值，网络才会“进化”，且初始网络中较高的合作水平能促进知识协同；较快的策略更新速度伴随较快的结构更新速度有助于达到较好的知识协同效果。这为服务企业的创新工作提供了新视角，并具有一定的启示作用。 根据仿真结论并结合实际应用，本文从组织管理角度对企业中有顾客参与的服务创新问题给予了分析和建议，并在文章结尾进行了总结。
[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.
【学位授予单位】：杭州电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：O157.5;F272;F719
本文编号：2200526
[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.
【学位授予单位】：杭州电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：O157.5;F272;F719
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