知识型服务企业员工与客户隐性知识共享的系统动力学研究

›› 2020, Vol. 32 ›› Issue (2): 127-138.

知识型服务企业员工与客户隐性知识共享的系统动力学研究

陈怀超, 卢彦丞, 丛贞, 芮雪琴

太原理工大学经济管理学院, 太原 030024

收稿日期:2017-02-20 出版日期:2020-02-29 发布日期:2020-03-07
作者简介:陈怀超,太原理工大学经济管理学院教授,博士生导师,博士;卢彦丞,太原理工大学经济管理学院硕士研究生;丛贞,太原理工大学经济管理学院硕士研究生;芮雪琴,太原理工大学经济管理学院副教授,硕士生导师,博士。
基金资助:
国家自然科学基金青年项目（71602137；71402113）；教育部人文社会科学研究青年基金项目（14YJC630006）；山西省高等学校创新人才支持计划（优秀青年学术带头人）（晋教科函[2016]7号）；山西省留学回国人员科技活动择优资助项目（晋教财[2017]53号）。

System Dynamics Study on the Tacit Knowledge Sharing between Employees and Customers of Knowledge Service Enterprise

Chen Huaichao, Lu Yancheng, Cong Zhen, Rui Xueqin

College of Economics and Management, Taiyuan University of Technology, Taiyuan 030024

Received:2017-02-20 Online:2020-02-29 Published:2020-03-07

摘要/Abstract

摘要：

员工与客户隐性知识共享关系到知识型服务企业创新能力的提升，需要给予更多关注。本文以知识型服务企业为研究对象，在依据理性行为理论明晰员工与客户隐性知识共享分析框架的基础上，构建了双方隐性知识共享的系统动力学模型，采用Vensim PLE软件进行了检验，并分别调整员工自我效能、预期收益、互惠责任感和利他主义的数值进行了灵敏度分析。研究结果表明，理性行为理论适合于分析员工与客户的隐性知识共享；所构建的系统动力学模型可以较好地模拟知识型服务企业员工与客户隐性知识共享的实际情形；双方的隐性知识共享对员工自我效能、预期收益、互惠责任感和利他主义有着较高灵敏度，且这四个因素分别通过共享意愿对双方隐性知识共享行为产生影响；员工隐性知识共享行为会对客户的共享行为产生影响。研究结果可以为知识型服务企业员工与客户隐性知识共享提供建议，进而推动知识型服务企业的创新发展。

关键词: 知识型服务企业, 员工与客户, 隐性知识共享, 理性行为理论

Abstract:

The tacit knowledge sharing between employees and customers is related to the improvement of innovation capability of knowledge service enterprise, which needs more attention. Taking knowledge service enterprise as the study object, based on the analysis framework of the tacit knowledge sharing between employees and customers according to the theory of reasoned action, the paper constructs a system dynamic model about the tacit knowledge sharing between employees and customers. Then, the paper conducts the test using Vensim PLE software, and conducts the sensitivity analysis through adjusting the quantitative value of self-efficacy, expected benefit, reciprocal responsibility and altruism of employees respectively. The results show that the theory of reasoned action is suitable for analyzing the tacit knowledge sharing between employees and customers; the system dynamics model can better simulate the actual tacit knowledge sharing between employees and customers; the tacit knowledge sharing of two parts has high sensitivity to self-efficacy, expected benefit, reciprocal responsibility and altruism of employees, and these four factors influence the tacit knowledge sharing behavior of two parts through the sharing intention; the tacit knowledge sharing behavior of employees has an impact on the sharing behavior of customers. The results can provide suggestions for the tacit knowledge sharing between employees and customers, and thus promote the innovation development of knowledge service enterprise.

Key words: knowledge service enterprise, employees and customers, tacit knowledge sharing, theory of reasoned action

陈怀超, 卢彦丞, 丛贞, 芮雪琴. 知识型服务企业员工与客户隐性知识共享的系统动力学研究[J]. , 2020, 32(2): 127-138.

Chen Huaichao, Lu Yancheng, Cong Zhen, Rui Xueqin. System Dynamics Study on the Tacit Knowledge Sharing between Employees and Customers of Knowledge Service Enterprise[J]. , 2020, 32(2): 127-138.

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