一种面向客户的知识推送模型  

A Model of Customer-Oriented Knowledge-Sending

作　　者：冯博[1] 樊治平[1] 冯勇[1] 

机构地区：[1]东北大学工商管理学院

出　　处：《管理学报》2007年第5期570-574,共5页Chinese Journal of Management

基　　金：国家杰出青年科学基金资助项目(70525002);教育部高等学校优秀青年教师教学科研奖励计划资助项目(教人司[2002]123);辽宁省自然科学基金资助项目(20052025);东北大学流程工业综合自动化教育部重点实验室资助项目(JCLL-01-05)

摘　　要：研究了面向客户的知识推送问题,首先分析和归纳了客户需求的知识内容,包括公司说明、产品信息、流程操作、业务能力和客户满意等5类知识,并给出了面向客户的知识推送的概念认识;然后通过面向客户的知识推送过程分析,提出了一种面向客户的知识推送模型,模型分为客户层、通讯媒介层、分析/推送层、服务组装层和知识资源层5层;最后通过一个实例说明了该模型的实际意义。Customer-oriented knowledge-sending was investigated. The knowledge required for customers was analyzed and summed up, including introduction to the company, process operation, business capability and customer satisfaction. The concept of customer-oriented knowledge-sending is also given. Proposed is a model for customer-oriented knowledge-sending that is consist of five layers, namely, the layer of customer, communication media, analysis/push, services assembling and knowledge resource. A practical case was analyzed to illustrate the practical significance of the model.

关 键 词：知识推送 客户知识管理 过程 模型 

分 类 号：G203[文化科学—传播学]