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基于客户关系管理的客户知识管理体系构建 被引量:2

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摘要 本文在对客户知识管理、客户关系管理内涵及其关系分析的基础上,参考相关文献,构建了旨在提高客户关系管理水平的客户关系管理体系。
作者 高鹏斌
出处 《商场现代化》 北大核心 2008年第23期94-94,共1页
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  • 1Alavi, Maryam & Leidner, Dorothy E, 2001, "Review:Knowledge Management and Knowledge Management System:Conceptual Foundations and Research Issues," MIS Quarterly Vol. 25, No1, 107-136.
  • 2Spender J C, 1996," Making knowledge the basis of a dynamic theory of the finn", Strategic Managemment Journal 17(special issues), 45-62.
  • 3C. K. Praharad and Cary Hamel, 1990,"1he Lore Competence of the Corporation", Harvard Business Review, May-June. 79-93.
  • 4Nonaka L,Reinmoller P. and Senoo D, 1998, "The Art of knowledge: Systems to Capitalize on Market Knowlege", European Management Journal 6, 673-684.
  • 5DiBellaa, Nevis E.C,1998,How organization learn: A n integrated strategy for building learning capability,New Jersey:Jossey-Bass press
  • 6C.Holsapple,K.Joshi,2000, "An Investigation of Factors that Influence the Management of Knowledge in. Organisations" ,Journal of Strategic Information Systems, 9(2-3), 235-261.
  • 7C. Holsapple, K. Jones, 2004, "A Model for Guiding KM Strategy Formation", Kentucky Initiative for?Knowledge Management.

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