知識管理電子化對提昇顧客關係管理品質之影響

The Impact of Organizational Knowledge E-business on Customer Relationship Management Quality Improvement

本文從知識管理、企業電子化、顧客關係管理等觀點來探討，組織要創造出競爭優勢必須能有效地將此三項議題做一連結， 以能快速反應當今企業電子化時代迅速的外在環境變化與顧客複雜多樣化之需求。本文藉由參考過去有關知識管理、企業電子化、顧客關係管理等相關文獻後，探討三項具體研究議題：（1）探討組織推動知識管理會對建立電子化的影響為何？（2）探討組織實施電子化會對顧客關係管理品質的影響為何？（3）採討組織推動知識管理電子化後會對顧客關係管理品質的影響為何？據此，針對組織建構知識管理機制後，經由電子化資訊技術之執行會對提升顧客關係管理品質產生之關聯性做逐一命題的推導，並建立出共有l1個命題。最後本文期望在當今企業電子化時代環境快速改變與顧客需求產生多樣化的環境中， 期望本文所提出的ll個相關命題有助於後續管理學界能有研究之參考價值。

This study attempts to connect the perspectives from knowledge management, e-business, and customer relationship management (CRM) to integrate a framework the help the firms to create competitive advantage of organization. This study draws on some related literature review of knowledge management, e-business, and customer relationship management. Furthermore, it develops three clear research questions: (1) The effects regarding the organizational construction of knowledge management on establishing e-business? (2)How is the influence regarding organizational implement of e-business on the quality of customer relationship management? (3) How is the influence regarding organization after implement of e-business of knowledge management on the quality of customer relationship management? In summary, the draw upon a conception framework and development eleven propositions. Finally, the paper proposes some discussions for the conclusion and future research direction that positive increases valuable reference of academy research.