SNS环境下企业客户知识获取模式研究  

The Study on a Knowledge Acquisition Model of Enterprise Customers in SNS Environment

作　　者：王怀芹[1] 刘友华[1] 

机构地区：[1]南京大学信息管理系,江苏南京210093

出　　处：《现代情报》2011年第6期21-24,共4页Journal of Modern Information

摘　　要：SNS为企业获取客户知识提供了有效信息源,挖掘SNS环境下的客户知识对于企业提升其核心竞争力有重要意义。本文在分析了客户知识获取和SNS研究现状的基础上,提出了SNS环境下企业客户知识获取模式。该模式丰富了客户知识获取来源、知识挖掘方法和知识获取结果,并指出了SNS对企业客户知识应用有扩大效应。SNS provide effective information sources for enterprise customer knowledge acquisition.Based on the analysis of the existed customer knowledge acquisition models and the SNS,the paper raised a knowledge acquisition model of enterprise customers in SNS environment.The model enriched customer knowledge acquisition sources,knowledge mining ways and knowledge acquisition results,and pointed out the expansion effect on the customer knowledge application of the SNS.

关 键 词：客户知识 知识获取模式 SNS 企业 

分 类 号：F270[经济管理—企业管理] TP182[经济管理—国民经济]