客户知识获取的关键影响因素——以制造企业为例

Study on Key Influencing Factors of Customer Knowledge Acquisition —Taking Manufacturing Enterprises for Example

通过对成功的制造企业的调查发现,重视知识管理是其共同的成功经验之一。客户是企业的核心,客户知识的管理尤为重要。分析客户知识的内涵和关键组成维度,构建客户知识获取的关键影响因素的模型并提出假设。通过向几个城市的制造企业发放调查问卷和访谈了解各企业的客户知识获取情况,并通过SPSS统计分析的方法分析影响客户知识获取的关键因素,得出相应的管理启示。

Surveys have been made to find out that successful manufacturing enterprises have been paid great attention to knowledge management which is a common experience to them. As customers are the core of the enterprises, customer knowledge management is particularly important. The paper analyzes the connotation and the key component dimensions of customer knowledge. The key influencing factors model of＇ customer knowledge acquisition is constructed and assumptions are proposed. To acquire the situation of enterprises＇ knowledge acquisition, questionnaires are issued to some manufactur- ing enterprises in several cities and interviews are conducted. At last, manufacturing enterprises＂ influencing factors of cus- tomer knowledge acquisition are analyzed by SPSS statistical analysis method, and management implications are illustrated based on a case study of manufacturing enterprises.