中文摘要：

顾客和员工作为构成顾客知识网络的节点,其参与程度对知识网络的演化发展至关重要。基于节点参与视角,以服务型企业为研究对象,分析顾客知识网络的要素构成和类型,归纳顾客知识网络的特性,并提出一种管理顾客知识网络的IMEP螺旋模型,包括识别、测度、评价和提高等4个阶段。

英文摘要：

Customers and employees are the two types of node constituting of customer knowledge network,and the degree to which they participate in the customer knowledge network is vital.This paper,from the perspective of node participation,analyzed the elements and category attributes of customer knowledge network,studied the knowledge network attributes of service firms,and then proposes an IMEP spiral model to manage customer knowledge network,composed of four stages：identification,measurement,evaluation and promotion.In practice,this paper will contribute to Chinese service enterprises to more effectively utilize customer knowledge and to improve their service innovation capabilities.