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顾客知识是企业一种不可或缺的战略资源,正日渐受到理论界和实业界的广泛关注。现有研究中对顾客知识的探讨大都笼统和宽泛,缺乏有关顾客知识内涵、构成及关键维度的深入研究。本文试图从企业资源理论的视角对顾客知识进行深入探讨,在文献回顾与梳理的基础上,根据访谈结果提炼出组织市场上顾客知识的构成与测量模型,并以中国企业的数据进行了实证分析,开发出具有较好信度与效度的量表,从而为后续的实证研究奠定了基础,并为管理实践提供了更有效的指导。
Customer knowledge is an indispensable strategic resource for an enterprise and is attracting wide attention from theorists and practitioners. In the existing research, most of the discussions about customer knowledge are general and broad, and there is a lack of in-depth research on the connotation, composition and key dimensions of customer knowledge. Based on the review and analysis of the literature, this paper attempts to make an in-depth discussion of customer knowledge from the perspective of enterprise resource theory and extract the composition and measurement model of customer knowledge in the organization market based on the interview results. The empirical analysis of the data of Chinese enterprises , Developed a scale with good reliability and validity, which laid the foundation for the subsequent empirical research and provided more effective guidance for management practice.