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【目的/意义】顾客知识转移对于企业获取竞争优势,实现可持续发展具有重要现实意义。【方法/过程】本文基于传播学理论分析了顾客知识转移的过程和影响因素,构建了顾客知识转移的系统动力学模型,通过Vensim PLE软件进行仿真,并通过调整知识转移情境和知识需求参数分析系统的灵敏度。研究表明:该模型较好地拟合了现实的顾客知识转移过程;顾客知识转移系统对知识转移情境和知识需求参数均有较高的灵敏度。【结果/结论】研究结果对企业制定顾客知识转移策略,促进顾客知识转移具有一定参考价值。
Purpose / Significance Customer knowledge transfer has important practical significance for enterprises to gain competitive advantage and achieve sustainable development. Method / Process This paper analyzes the process and influencing factors of customer knowledge transfer based on the theory of communication, constructs the system dynamics model of customer knowledge transfer, and simulates it by Vensim PLE software. By adjusting knowledge transfer context and knowledge demand parameter analysis System sensitivity. The research shows that this model fits the real customer knowledge transfer process well. The customer knowledge transfer system has high sensitivity to knowledge transfer context and knowledge requirement parameters. 【RESULTS / CONCLUSION】 The research results have certain reference value for enterprises to formulate customer knowledge transfer strategy and promote customer knowledge transfer.