Zhang Wei-guo

Supporting Social Network-Based Knowledge Creation

The nature of knowledge creation and innovation is complex. Whatpsilas more, the context in which an individual knowledge workers creates new knowledge often occurs within the construct of social interactions as opposed to in isolation. This research bases on the extant literature review in the domains of social networks and knowledge creation, continues to focus on knowledge creation and the social mechanism. Then the position of knowledge creation between social closure theory and structural hole theory is discussed. Finally this research looks at the relationship between several social network characteristics and knowledge creation and how to create knowledge through social network.The nature of knowledge creation and innovation is complex. Whatpsilas more, the context in which an individual knowledge workers creates new knowledge often occurs within the construct of social interactions as opposed to in isolation. This research bases on the extant literature review in the domains of social networks and knowledge creation, continues to focus on knowledge creation and the social mechanism. Then the position of knowledge creation between social closure theory and structural hole theory is discussed. Finally this research looks at the relationship between several social network characteristics and knowledge creation and how to create knowledge through social network.

Study on the trust mechanism in communities of practice

An increasing number of scientific contributions have pointed out the key role of communities in the production, circulation and storage of knowledge. One of their key functions is to build trust mechanism among organization members, which in turn enables community members to more effectively manage their organizational knowledge. This work offers an examination of the nature and function of trust in communities of practice, and further develops a theoretical framework aiming at introducing the dimensions of trust mechanism in communities of practice. We hope that these insights will help organizations further their ability to manage their knowledge and lead to improved organizational performance.

Study on the Service Failure and Service Recovery in the Communication Service Enterprises

It is important to retain customer satisfaction in communication services. When a service failure occurs, companies need to take service recovery action to recover their customer satisfaction. Although companies cannot avoid all problems and complaints, they should try to make up. Therefore, service failure and service recovery have become an important and challenging issue for companies. In this paper, we reviewed the literature and summarized the problem in the communication services. An integrated model of profit driven for the service failure and service recovery was established in view of the benefit of customer and enterprise. Moreover, we studied the interaction between service failure and service recovery strategy, the result of which verified the matching principles of the service recovery strategy and the type of service failure. In addition, we analyzed the relationship between the cost of service recovery and customers cumulative value of service after recovery with the model. This result attributes to managers in deciding on appropriate resource allocations for recovery strategies.