组织学习与客户知识管理能力的关系研究——关系嵌入的调节

发布时间：2017-12-27 18:20

本文关键词：组织学习与客户知识管理能力的关系研究——关系嵌入的调节　出处：《科学学与科学技术管理》2015年03期 　论文类型：期刊论文

【摘要】：客户知识是通过对客户信息的比较、因果、联系、交流从而验证了关于客户的信念和承诺。强化对内外部知识网络的关系嵌入,是企业营销实践从关系管理到知识管理得以突变的关键。通过对199家企业的实证调查表明,企业对源自于内外部知识网络客户知识的组织学习,提升了企业的客户知识管理能力。特别是,企业对外部客户知识网络实现更强的关系嵌入,更有利于企业与外部客户之间的互动与信任,并为组织学习作用于客户知识管理能力的内在机制创造了良好氛围。但是,企业内部知识网络关系嵌入的增强,却带来了内部交易成本的增加,组织创新思想、机制的阻滞以及机会主义的盛行,一定程度上阻碍了组织学习对客户知识管理能力提升的效应。
[Abstract]:Customer knowledge is to verify the customer's belief and commitment by comparing customer information, causation, connection and communication. Strengthening the embeddedness of the internal and external knowledge network is the key to the mutation of the enterprise marketing practice from the relationship management to the knowledge management. Through the empirical investigation of 199 enterprises, it is found that enterprises' organizational learning originating from internal knowledge network and customer knowledge improves customer knowledge management ability of enterprises. In particular, the stronger relationship embeddedness of enterprises' external customer knowledge network is more conducive to the interaction and trust between enterprises and external customers, and creates a good atmosphere for the internal mechanism of organizational learning's role in customer knowledge management capability. However, the increase of Knowledge Embeddedness in enterprises brings the increase of internal transaction cost. The block of organizational innovation thought and mechanism and the prevalence of opportunism have hindered the effect of organizational learning on the improvement of customer knowledge management ability.
【作者单位】：兰州大学管理学院;
【基金】：国家自然科学基金青年项目(71102156) 中央高校基本科研业务费专项(12LZUJBWZD004)
【分类号】：F272;F224;F270
【正文快照】： 0引言正如彼得·德鲁克所言:“知识生产力已经成为企业生产力、竞争力和经济成就的关键。”面对着消费主权与消费个性的增强,以及客户转换成本因竞争而不断降低,企业的营销实践单纯依靠交易导向的关系管理很难再通过创造客户价值而持久地保留客户资源。因此,面对着知识经济的

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