Research On Several Problems For Platform Construction Of Knowledge Service

Accompanying with the approach of knowledge-based economy and society, knowledge becomes one of critical factors for the development of economy and society gradually. Following farther division of classification for socialization, the level of specialization of the necessary knowledge for organizational operation becomes higher and higher, urging the knowledge services between different organizations to develop quickly. Knowledge services possess many characteristics such as highly knowledge-intensive, professional employees, intangibility of services, and high economic value-added, etc. Knowledge services are the knowledge-intensive services based on the main resource of knowledge, providing all kinds of knowledge to different organizations and persons in order to meet their demands of knowledge. Knowledge services greatly promote the flow and innovation of knowledge within the whole society, and play a positive role for economic growth and social development of one country. Therefore, the development of knowledge services would arouse the serious attention of countries, especially the developing countries, in order to avoid being on the unfavorable position in the new knowledge-based economy competition.Since the current theoretical researches of knowledge services are not yet perfect, more systematic theories researches on knowledge services need to be improved. Currently, researches of knowledge services are in the initial stage, the related research achievements are still very few and have many obvious limitations, lack of systematic research. Foreign researches have focused on the studies at the industry level and researches on the relationship between the knowledge intensive business services and national or regional innovation. Domestic researches on knowledge services start from library information services in the field of library and information services. It is the most obvious feature of researches on knowledge services in our country that most researches until current period still focus on this specific field after the initial researches on library information services.The purpose and significance of this article to study the theoretical framework and platform construction of knowledge services are:defining the concept of knowledge services, constructing systematic theoretical framework for knowledge services, and completing the basic theoretical system of knowledge services; proposing a framework of theoretical analysis for constructing and organizing knowledge system to instruct the organizations of knowledge services to set up a knowledge system for knowledge services; conducting researches about platform of knowledge services and important foundation of this platform—the construction of knowledge base and providing its corresponding theoretical framework for constructing the platform; setting up a comprehensive system for evaluating customer satisfaction of knowledge services and providing its corresponding evaluation index system and the evaluation method; solving the problems about constructing the framework of knowledge services for a representative organization—a specific consulting firm from application aspect. By conducting the above researches, this article carries on a rudimental theoretical system of knowledge services, providing reference and recommendation for farther theoretical and empirical researches on knowledge services. It also provides a framework of theoretical analysis for constructing knowledge system facing knowledge services and theoretical and empirical methods for increasing the efficiency of knowledge services. It sets up a system for evaluating customer satisfaction to improve the quality of knowledge services.This article includes the following works:(1) Relative concepts of knowledge services are analyzed. At first, based on the comprehensive review of foreign and domestic research documents, according to the insufficiency of those researches, and facing the practice and development of knowledge services, common concepts of knowledge services are defined. Then, the categories of knowledge services are analyzed, the classification of rudimental modes of knowledge services and the usual technological progress of knowledge services are given. Moreover, by analyzing the organizations of knowledge services, the foundation of classification of knowledge services is proposed and the concrete classification for knowledge services is conducted. By clarifying the relationship among the knowledge services, information services and knowledge management, and the concept of knowledge services are farther understood. At last, a theoretical framework and a process model for knowledge services are given. By the above analyses, we would form a systematic theoretical understanding of knowledge services.(2) Research on the method of constructing organizational knowledge system for knowledge services is constructed. Based on the theoretical analysis of knowledge services, the analysis framework of constructing knowledge system of knowledge services is proposed. Then, according to the different modes of knowledge services, the demand and supply of knowledge services are analyzed, and an organizational knowledge system are set up, providing completed knowledge resources for knowledge services.(3) Research on constructing platform of knowledge services for knowledge service organization is constructed. The concept of platform of knowledge services and a functional framework are given, and the concept, function and key technique of each mode in the framework are described and analyzed in detail.(4) Knowledge base of platform of knowledge services is constructed. A general framework of construction of knowledge base is set up, and the process of construction and realization of knowledge base are detailedly explained.(5) A method for evaluating customer satisfaction of knowledge services is proposed. Three models of classification of modes of knowledge services are analyzed for the problems of evaluating customer satisfaction to knowledge services platform. The system of evaluating customer satisfaction of knowledge services is constructed, and a fuzzy method for evaluating customer satisfaction of knowledge services is proposed. Finally, a practical example is used to illustrate the potential of the proposed method.(6) Practical research on constructing platform of knowledge services is conducted. According to the practical situation of knowledge service organization, an analysis process of constructing framework of knowledge services by a representative knowledge service organization is provided, and the comprehensive constructional framework, the realized functions and the analysis of expected effects of knowledge service platform are systematically analyzed, providing the reference for construction of knowledge services.