The Study of Customer Knowledge Loss phenomenon and The Determinants of Knowledge Loss

• Main Authors: liu pai ling, 劉百靈
• Other Authors: 李國瑋
• Format: Others
• Language: zh-TW
• Published: 2009
• Online Access: http://ndltd.ncl.edu.tw/handle/54626794984151325987

碩士 === 南台科技大學 === 企業管理系 === 97 === The purpose of this study is to explore the issue of customer knowledge loss from knowledge externalization to knowledge internalization. Prior researches indicated that knowledge externalization and internalization which have a positive influence on KM effectiveness. However, as soon as knowledge loss occurs in the stage of knowledge externalization and internalization, it will affect KM effectiveness. Prior researches indicated that customer knowledge management have a positive influence on CRM effectiveness. However, customer knowledge loss occurs in the stage of knowledge externalization and internalization, it will affect CRM effectiveness. The research methods including qualitative and quantitative approaches were conducted in this study. In qualitative aspect, deeply interviews and content analysis were adopted to develop the view point of customer knowledge loss which serves the basis of the related dimensions. In quantitative aspect, this study adopts the questionnaire survey to collect the empirical data. The methods of statistic analysis include exploratory factor analysis, confirmatory factor analysis, reliability analysis, paired-samples T-test and regression analysis. The major contributions of this study are to develop the concept of customer knowledge loss and exploit the determinants of customer knowledge loss. The perspective will clarify and expand the content of customer knowledge and Promote the customer relationship management achievements.