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

Abstract

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

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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