科技进步与对策
科技進步與對策
과기진보여대책
Science & Technology Progress and Policy
2013年
24期
170~175
,共null页
服务交互 节点参与 顾客知识 顾客知识网络 IMEP模型
服務交互 節點參與 顧客知識 顧客知識網絡 IMEP模型
복무교호 절점삼여 고객지식 고객지식망락 IMEP모형
Service Interaction; Node Participation; Customer Knowledge; Customer Knowledge Network; IMEP Model
顾客和员工作为构成顾客知识网络的节点,其参与程度对知识网络的演化发展至关重要。基于节点参与视角,以服务型企业为研究对象,分析顾客知识网络的要素构成和类型,归纳顾客知识网络的特性,并提出一种管理顾客知识网络的IMEP螺旋模型,包括识别、测度、评价和提高等4个阶段。
顧客和員工作為構成顧客知識網絡的節點,其參與程度對知識網絡的縯化髮展至關重要。基于節點參與視角,以服務型企業為研究對象,分析顧客知識網絡的要素構成和類型,歸納顧客知識網絡的特性,併提齣一種管理顧客知識網絡的IMEP螺鏇模型,包括識彆、測度、評價和提高等4箇階段。
고객화원공작위구성고객지식망락적절점,기삼여정도대지식망락적연화발전지관중요。기우절점삼여시각,이복무형기업위연구대상,분석고객지식망락적요소구성화류형,귀납고객지식망락적특성,병제출일충관리고객지식망락적IMEP라선모형,포괄식별、측도、평개화제고등4개계단。
Customers and employees are the two types of node constituting of customer knowledge network,and the degree to which they participate in the customer knowledge network is vital.This paper,from the perspective of node participation,analyzed the elements and category attributes of customer knowledge network,studied the knowledge network attributes of service firms,and then proposes an IMEP spiral model to manage customer knowledge network,composed of four stages：identification,measurement,evaluation and promotion.In practice,this paper will contribute to Chinese service enterprises to more effectively utilize customer knowledge and to improve their service innovation capabilities.
