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When do they care to share? How manufacturers make contracted service partners share knowledge

机译：他们什么时候关心分享？制造商如何使合同的服务合作伙伴分享知识

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摘要

Manufacturing firms that outsource customer-facing services, risk losing touch with their customers and thereby forfeit valuable market and customer-related knowledge. To maintain informed and competitive, the manufacturer's customer-facing service partners should engage in knowledge sharing and transfer their market knowledge and insight to the firm. Building on knowledge transfer and organizational learning theory, this study investigates how contractual and non-contractual (i.e., relationship) characteristics influence knowledge sharing behavior by service partners. The authors specifically distinguish between sharing exploitative knowledge (insights that help the manufacturing firm to refine current skills and procedures) and exploratory knowledge (insights that help the manufacturing firm to challenge prior approaches to interfacing with the market). Based on survey data from 70 relationship managers from a large multinational firm and partial least squares path modeling, results show that contractual incentives had a negative effect on exploratory knowledge sharing, but not on exploitative knowledge sharing. The level of contract specification and relationship quality positively related to both types of knowledge sharing. Relationship manager experience related positively to exploratory knowledge sharing, but not to exploitative knowledge sharing. These findings provide valuable insights on how (non-)contractual mechanisms can be used to manage knowledge sharing in outsourced services.
机译：制造公司外包客户面向客户的服务，风险与客户失去联系，从而丧失有价值的市场和与客户有关的知识。为了维护知情和竞争力，制造商的面向客户的服务合作伙伴应该从事知识分享和转移他们的市场知识和对公司的洞察力。本研究研究了知识转移和组织学习理论，调查了合同和非合同（即关系）特征通过服务合作伙伴影响知识共享行为。作者特别区分分享利用剥削知识（帮助制造公司改进现有技能和程序的见解）和探索性知识（帮助制造公司挑战与市场相互界定的前进方法的洞察力知识）。根据来自大型跨国公司和偏最小二乘路径建模的70个关系管理人员的调查数据，结果表明，合同激励措施对探索性知识共享产生了负面影响，但不是剥削知识共享。合同规范和关系质量水平与两种类型的知识共享相关。关系经理与探索知识共享的积极关系，但不是利用剥削知识共享。这些调查结果提供了有价值的见解（非）合同机制如何用于管理外包服务中的知识共享。

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