THE RELATIONSHIPS AMONG ORGANIZATIONAL FACTORS, CUSTOMER KNOWLEDEGE MANAGEMENT, SALES PERFORMANCE AND JOB SATISFACTION

• Main Authors: Pin-chen Li, 李品蓁
• Other Authors: Chi-Chuan Wu
• Format: Others
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/52824444922945007422

碩士 === 大同大學 === 事業經營學系(所) === 103 === Drucker say: We are entering a knowledge society, which in this society, the basic economic resources will no longer be labor, capital or tangible natural resources, but knowledge. Garcua-Murillo and Annabi (2002) said: “Customers is the most important source of knowledge, since knowledge of customers can provide firms to explore innovative opportunities in emerging markets, and to identify the key factors in a market advantage (Sanchez and Elola, 1991; Li and Calantone, 1998) The firms established to customer database, in order to understand and integrate customer information. However, firms are neglected build to customer database is just the first in the customer knowledge management, that more important is how should be want to analyze, interpret information, and transformed into useful customer knowledge can be organized by the use (Jian, 2005). Lin (2012)” Into the Age of Knowledge Economy, Customer Knowledge Management is the key to creating the core business value. Therefore the firm has to be created sustainable competitive advantage through the effective integration of Customer Knowledge Management”. In summary, the customer as the center companies will continue of interactive communication with customers, accumulate and create a deeper understanding of the customer. In order to master customer information, with trading between the sales staff and customers, build relationships with. While using the customer's knowledge to provide for different marketing strategies and business models that achieve the firm's sales performance to achieve the company's sales performance also fulfill the needs of customers (Lin, 2012).This study, the research object is salesperson a kind of industries in Taiwan. 250 questionnaires, including 3 E-mail questionnaires issued during March to April 2015 and recovery questionnaire number carried on 193, including 3 E-mail questionnaires. As the result, organization factor effect on customer knowledge management has positive impact; customer knowledge management effect sales performance has positive impact; knowledge management effect on job satisfaction has positive impact; customer; sales performance effect on job satisfaction has positive impact