顾客知识是企业的一种重要的战略资源。现有研究表明顾客知识对企业绩效的提升具有显著影响,但并没有揭示影响的机制。本文以组织市场中组织顾客的知识为研究对象,首次从产品、系统和战略三个层面去构建组织顾客知识量表,并构建了顾客知识一营销能力一企业绩效的机制模型。基于中国企业的实证研究表明,企业营销能力在系统层面的顾客知识与企业绩效的关系中、战略层面的顾客知识与企业绩效的关系中呈现了完全的中介作用,但在产品层面的顾客知识与企业绩效的关系中呈现出部分中介作用,结论对企业的顾客知识管理实践提供了有益的参考。 Customer knowledge is an important strategic resource for an enterprise. Existing research shows that customer knowledge has a significant impact on the improvement of business performance, but does not reveal the impact of the mechanism. This paper takes the organization of customer knowledge in the market as the research object, builds organizational customer knowledge scale for the first time from three aspects of product, system and strategy, and constructs a mechanism model of customer knowledge, marketing ability and business performance. The empirical research based on Chinese enterprises shows that in the relationship between customer marketing knowledge and system performance, the relationship between customer knowledge and corporate performance at the strategic level shows a complete intermediary role. However, customer knowledge at the product level The relationship between the performance of enterprises shows part of the intermediary role, the conclusion of the enterprise customer knowledge management practices provide a useful reference.