Agent-based analysis for managing front office operations by knowledge acquisition system

Kotaro Ohori, Chikatoshi Aoshima, Shingo Takahashi

    Research output: Contribution to journalArticle

    Abstract

    The purposes of this paper are to build an agent-based model to explain knowledge dynamics in front office and conduct a scenario analysis for evaluating several functions of knowledge acquisition system as one of knowledge management instruments. Conventional agent-based analyses have tackled to some knowledge management problems in organizations. However they did not considered service characteristics when building their model. So we expressly model the characteristics of service co-creation processes between customers and service agents based on some findings in the field of service research. Finally our simulation with the model shows the possible changes of organizational productivity and customer satisfaction by using some scenarios, and then clarifies the reason that why the changes occurred by investigating agents' micro behaviors.

    Original languageEnglish
    JournalIEEJ Transactions on Electronics, Information and Systems
    Volume133
    Issue number9
    DOIs
    Publication statusPublished - 2013

    Fingerprint

    Knowledge acquisition
    Knowledge management
    Customer satisfaction
    Productivity

    Keywords

    • Agent-based social simulation
    • Scenario analysis
    • Service characteristics
    • Service-oriented organization

    ASJC Scopus subject areas

    • Electrical and Electronic Engineering

    Cite this

    Agent-based analysis for managing front office operations by knowledge acquisition system. / Ohori, Kotaro; Aoshima, Chikatoshi; Takahashi, Shingo.

    In: IEEJ Transactions on Electronics, Information and Systems, Vol. 133, No. 9, 2013.

    Research output: Contribution to journalArticle

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