Research On The Construction And Evolution Of Knowledge System For Elderly Service Enterprises

By the end of 2019,China’s population aged 60 and above accounted for 18.1 percent of the total population,of which 12.6 percent were 65 years old and above,according to the National Bureau of Statistics.According to the classification criteria established by the United Nations Population Ageing and its Socio-Economic Consequences in 1956,when the proportion of the population aged 65 and over in a country or region exceeds 7 percent of the total population,it means that the country or region is ageing.At present,the aging problem in our country is serious,the service market is in short supply,the supply of service market is insufficient,and a large number of small and medium-sized service enterprises for the elderly appear,but most enterprises only achieve a foothold in the industry by copying the existing service in the market,and do not attach importance to the establishment of knowledge system,so they cann’t obtain industry competitiveness.Under this background,this study through the typical case study,analyzes the elderly service enterprise knowledge system construction and the evolution process,provides the reference significance for developing elderly service enterprises.This study takes Yada and Qingniao as typical cases,uses the procedural rooted analysis process to carry on the longitudinal case analysis to the case enterprise,combs the generation and the development of the knowledge in the development course of the elderly service enterprise,try to build the knowledge system of the elderly service enterprise.The results show that the knowledge system of elderly service enterprises includes service process knowledge,operation cooperation knowledge and gerontology knowledge.Service process knowledge includes service contact knowledge and service personnel management knowledge.Operational cooperation knowledge includes internal governance knowledge and external environment knowledge.Gerontology knowledge includes geriatric physiology knowledge and geriatric psychology knowledge.Moreover,in different stages of enterprise development,the leading knowledge is different.With the development of enterprises,there is a "pull and feedback" mechanism within the knowledge system,that is,there are pull effect and feedback effect between service process knowledge,operational cooperation knowledge and gerontology knowledge,but the effect is different in different stages of development.The continuous improvement of enterprise knowledge system is accompanied by the change of enterprise service quality.Based on this,this study uses the fuzzy set qualitative comparative analysis method to explore the configuration relationship between the knowledge system and the service quality of the elderly service enterprises.It is found that: first,any single knowledge element can not effectively promote the service quality of the elderly service enterprises,and the service quality of the elderly service enterprises is based on the combination of multi-knowledge elements;Second,it is found that external environmental knowledge is the core knowledge element of the elderly service enterprise in the whole development process,and there is more than one path to improve the service quality of the elderly service enterprise,but the external environmental knowledge in multiple combined paths plays a core role in the improvement of service quality of enterprises.This study enriches the theoretical research of the elderly service industry,concludes the knowledge system and evolution process of the elderly service enterprises,and summarizes the combination of knowledge elements conducive to improving the service quality of the elderly service enterprises,so as to provide reference for the developing elderly service enterprises.