THE STUDY OF INTERNAL INFLUENCING FACTORS OF CUSTOMER KNOWLEDGE COMPETENCE CREATION.

• Main Authors: HO,YU-JU, 何玉如
• Other Authors: LIN,CHING
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/29451308012570221259

碩士 === 國立臺北大學 === 企業管理學系 === 92 === Knowledge is a critical property for the enterprise in 21st century. The corporate don’t use conventional knowing but must renew and up-to-data knowledge to improve capability. Because researcher studied always all over knowledge system, they can’t focus on function’s knowledge .So it’s effect isn’t good as well as slogan. This study-researched customer’s knowledge management from the starting point for learning client’s knowledge. The major purposes of this study were to understand situation, activities,and what obstacles domestic financier industry faces.This research represents a first step in providing both academics and managers with a conceptual framework outlining specific processes that contribute to creating customer knowledge competence. While the four components of customer knowledge competence proposed in this research were acknowledged by the managers interviewed as being important, it was evident that there was more attention spent on the processes of generating customer knowledge than on the processes of integrating this knowledge.In the customer information process, the focus tended to be on technology-based processes to aid in information acquisition and interpretation） rather than on organizational processes to change the way information was shared or used within the organization. In the organizational processes that integrate customer knowledge, more effort was spent on the marketing—IT interface and senior management involvement than on employee reward and evaluation systems.