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

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.