基于客户知识能力的客户响应能力演化机理研究

The Research on the Evolution of Customer Response Capabilities Based on Customer Knowledge Competence

在动态变化的复杂环境中,客户快速响应能力是企业获得持续竞争优势的基础。客户响应能力的形成来源于对企业客户知识的管理。综合采用知识管理中"对象观"和"过程观"的观点,深入分析客户知识管理对客户响应能力演化的促进机理,并研究企业的客户知识能力对客户响应能力提升的保障作用。

In the complex and dynamic environment, satisfying customer needs through effective and quick response is critical for sustained success. Customer knowledge process influences customer response capabilities. By integrating the views of ＂content centered＂ and ＂process centered＂ about knowledge management, the paper studies the promotion mechanism of customer knowledge competence to customer response capabilities evolution.