研究客户知识学习的双重过程

    摘 要：在阐述客户知识内涵与形态的基础上明晰客户知识学习的两重内涵，从企业与客户知识交互的视角明确客户知识学习的理念，得到客户知识学习的基本原理，并进一步分析客户知识学习的核心，将双向互动学习与战略性学习提到客户知识学习的关键层面，最后，从知识流态的展现与转化、知识嵌入态的剥离与重构两个方面研究客户知识学习的双重过程。 <BR>    关键词：客户知识；学习；理念；核心；过程 <BR>Abstract：Double connotation of customer knowledge learning are defined based on state of connotation and form of customer knowledge, <A href="www.51lunwen.org">www.51lunwen.org</A>and fundamental of customer knowledge learning is gained from angle of knowledge alternating of enterprises and customers by definitude of ideology of customer know ledgelearning, and then the paper analyzes key of customer knowledge learning as both-direction commutative learning and stratagical learning. Finally, double processes of customer knowledge learning are researched from exhibition and transformation of knowledge flow and peeling and reconstruction of knowledge embeded. <BR>Keywords: customer knowledge, learning, ideology, key, process <BR><BR>1. 客户知识学习的相关内涵 <BR>2. 客户知识学习的理念 <BR>3. 客户知识学习的核心 <BR>4. 客户知识学习的双重过程 <BR>5. 结语 <BR><BR>参考文献 <BR>[1]于栋.基于组织学习的客户知识管理体系[J].西北工业大学学报(社会科学版),2006(3): 28-37. <BR>[2]章琰.大学技术转移的界面移动及模式选择研究[D].清华大学科学技术与社会研究所, 2004,62-63. <BR>[3]张雄林,和金生,刘洪伟.基于知识管理的客户关系管理初探[J].西北农林科技大学学报(社会科学版),2005(9):89-93. <BR>[4]张波.组织知识管理与实践[M].北京:知识产权出版社,2007,74-75. <BR>[5]Gronroos Chris, <A href="www.51lunwen.org">www.51lunwen.org</A>Katri Ojasalo. Service Productivity Towards a Conceptualization of Transformation of Inputs Into Economic Results In Services[J]. Journal of Business Research, 2004(57):419. <BR>[6]樊治平,李国辉.交互客户知识管理模型及案例分析[J].现代管理科学,2005(1):8-10.