基于产品接触的顾客知识研究  

The Research on CK(Customer Knowledge)Based on PC(Product Contact)

作　　者：李辉[1] 王克平[1] 

机构地区：[1]山东理工大学商学院,山东淄博255049

出　　处：《科技情报开发与经济》2013年第10期104-107,113,共5页Sci-Tech Information Development & Economy

基　　金：山东省高校人文社会科学研究计划"面向企业危机预警的竞争情报体系构建研究"(J11WL02)

摘　　要：顾客知识是企业提升竞争力的关键资源,是顾客参与企业活动的基础,包含企业顾客知识与顾客产品知识两个方面。目前顾客知识研究集中于企业如何收集、传递、使用与共享顾客知识,而忽视了从顾客角度研究顾客产品知识。围绕顾客与产品接触的过程分析,从企业、顾客两个角度给出了企业顾客知识与顾客产品知识的界定,建立了全面的顾客知识内容体系,讨论了顾客知识的特征,以期为顾客参与企业活动的进一步研究提供理论基础。CK is a key resource for improving enterprise＇s competitiveness and a base for customers＇ participating in enterprise＇s activities, which consists of two aspects of enterprise＇s CK and customer＇s product knowledge （PK）. Nowadays, the research on CK focuses on how to collect, transform, use and share CK and ignores the research on customer＇s PK from the angle of customer. Around the process analysis of the contact between customer and product, this paper defines enterprise＇ s CK and customer＇ s PK from two angles of enterprise and customer, builds up the comprehensive CK content system, and discusses CK＇s characteristics for providing the theoretical basis for the further research on customers＇ particioatin~ in enterorise ＇ s activities.

关 键 词：顾客知识 产品接触 企业顾客知识 顾客产品知识 

分 类 号：G250.25[文化科学—图书馆学]