新产品开发前端客户隐性知识获取过程及机理研究

Customer’s online and offline knowledge contribution and its value co-creation with enterprises have gradually become an important paradigm for new product development in the customer involvement in innnovation environment. While tacit knowledge embedded into customer's body and mind and situation is an indispensable basis and source to facilitate creative solutions of new products, thus it is extremely important to realize customer tacit knowledge acquisition in the new product development’s front-end. However, compared with the practical emerging phenomena, customer tacit knowledge acquisition is still a new research topic and its key problems needs to be systematically studied in theory. .In this paper, based on knowledge science, organization science, information technology, knowledge network and system science theories, it systematically studied customers tacit knowledge acquisition problems including acquisition dependence, process and model, pathway and mechanism, network model and influencing factors in customer co-creation environment by using the methods of case study, theoretical reasoning, network modeling and empirical study. That these critical and difficult issues are solved is of important theoretical and practical significance to realize customer tacit knowledge acquisition of new product development’s front-end, expand related theories of customer tacit knowledge acquisition, promote the integration of knowledge management and emerging information and communication technology, and create new product ideas and new product development in the customer co-creation environment.

客户参与创新背景下客户线上线下贡献知识并与企业共创价值逐渐成为新产品开发的重要范式，而嵌入客户身心、行为和情境的隐性知识是新产品开发前端创意方案形成不可或缺的基础和源泉，实现客户隐性知识获取对新产品开发前端极其重要。然而相对于不断涌现的实践现象，客户隐性知识获取的关键基础性问题亟待从理论上进行系统探究。.本项目基于知识科学、组织科学、信息技术、知识网络和系统科学等相关理论，利用案例研究、理论推理、网络建模、实证研究等方法，对客户参与创新背景下新产品开发前端客户隐性知识的内涵与属性及其获取的过程与模式、路径与机理、网络模型、影响因素等问题进行较为系统的研究。通过破解这些关键基础性疑难问题，对实现新产品开发前端客户隐性知识获取、发展隐性知识获取理论、促进知识管理与新兴信息技术结合、以及推动客户参与创新背景下新产品创意生成和新产品开发具有重要的理论和实践意义。

客户线上线下贡献知识并与企业共同创造已成为当前新产品开发的重要范式，而嵌入在客户身心、行为和情境中的隐性知识是新产品开发前端创意方案形成的关键基础和源泉，实现客户隐性知识获取对新产品开发前端具有极其重要意义。本项目基于知识科学、组织科学、信息技术、知识网络和系统科学等相关理论，利用典型案例、理论推理、网络建模、实证分析等研究方法，明确界定了新产品开发前端客户隐性知识的内涵与属性，并阐释了客户隐性知识获取的社会化进路依赖；提出了新产品开发前端客户隐性知识获取的线下同时空面对面社会化、线上跨区域多媒介社会化、以及线下与线上复合式社会化的三种模式；建构了新产品开发前端客户隐性知识获取超社会化路径新理论架构，并揭示了超社会化路径下客户隐性知识获取的复杂涌现机理；生成了新产品开发前端客户隐性知识获取的知识超网络模型；分析并实证了新产品开发前端客户隐性知识获取的关键影响因素。上述复杂疑难问题的有效解决以及形成的研究结论，有利于促进新产品开发前端客户隐性知识获取，对丰富和发展隐性知识获取理论、深化知识管理与新兴信息技术相结合、以及推动客户参与创新管理具有重要理论价值和现实意义。在研究工作基础上，共发表学术论文10篇，协同培养硕士研究生2名，本科生7名（获苏州科技大学优秀本科毕业论文2篇），建立了一支知识结构和年龄结构合理的稳定研究团队。