The Impact of Knowledge Chain and Customer Relationship Management on Service Quality

• Main Authors: Chin-yu Kuo, 郭芷妤
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/02289908502438432221

碩士 === 義守大學 === 資訊管理學系碩士班 === 98 === Due to the complication of products and service, the enterprise has to handle much more information from the customers than before. As a result, it is very important to well manage and strengthen the relationship between the enterprise and its customers. The more control of the relationship between the enterprise and its customers, the higher precision of predictability of the customer behavior. Therefore, how to acquire customer knowledge which matches the user’s requirement to help the progress and to accelerate the execution of customer relationship management has become an urgent issue. Hence, based on knowledge chain, customer relationship management and service quality, this study used the literature review and questionnaire to explore the impact of knowledge chain and customer relationship management on the service quality. The major findings and suggestions are yielded and summarized as follows: 1. The knowledge chain is significantly affected the customer relationship management and service quality; which means that enterprise can apply the knowledge chain to enhance the relationship with their customers and to improve their service quality. 2. The knowledge internalization of the knowledge chain is significantly affected on service quality and customer relationship management. Hence, the enterprise should provide appropriate learning environment and training mechanism for employees to reinforce the customer knowledge which employee’s requirement. Furthermore, they can improve their service quality. 3. The knowledge externalization of the knowledge chain is significantly affected on service quality and customer relationship management. Thus, it will be help to sustain the relationship between the enterprise and customers, if the enterprise could set up compensation scheme and develop the organization culture which contain share and then make customer knowledge dispersion. 4. The retention factor of customer relationship management is significantly affected the service quality. Thus, in order to increase customer satisfaction and loyalty, the enterprise should establish firm retention and a way to take care of their customers.