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Customer Knowledge Management – A Case Study of Taiwan’s Plastic Industry

Customer Knowledge Management – A Case Study of Taiwan’s Plastic Industry This paper investigates customer knowledge management activities of Taiwan’s plastic industries. The results demonstrate that the bulk of customer knowledge comes from data related to customer purchase orders and complaints. Furthermore, marketing, production, and research and development are the main departments that developed and reuse customer knowledge. The benefits derived from knowledge management for enterprises do not vary with the position of the vendor on the business scope. In addition, the benefits derived by customers from knowledge management are directly related to the benefits gained by the five major business functions, while the benefits derived from the customer knowledge management are also directly related to customer satisfaction. Summarizing the above results, an Acquisition‐Development‐Reuse (ADR) model is proposed and can provide the enterprises with a systematic reference model when the business attempts to construct a customer knowledge management system. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Asian Journal on Quality Emerald Publishing

Customer Knowledge Management – A Case Study of Taiwan’s Plastic Industry

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Publisher
Emerald Publishing
Copyright
Copyright © 2004 Emerald Group Publishing Limited. All rights reserved.
ISSN
1598-2688
DOI
10.1108/15982688200400017
Publisher site
See Article on Publisher Site

Abstract

This paper investigates customer knowledge management activities of Taiwan’s plastic industries. The results demonstrate that the bulk of customer knowledge comes from data related to customer purchase orders and complaints. Furthermore, marketing, production, and research and development are the main departments that developed and reuse customer knowledge. The benefits derived from knowledge management for enterprises do not vary with the position of the vendor on the business scope. In addition, the benefits derived by customers from knowledge management are directly related to the benefits gained by the five major business functions, while the benefits derived from the customer knowledge management are also directly related to customer satisfaction. Summarizing the above results, an Acquisition‐Development‐Reuse (ADR) model is proposed and can provide the enterprises with a systematic reference model when the business attempts to construct a customer knowledge management system.

Journal

Asian Journal on QualityEmerald Publishing

Published: Aug 21, 2004

Keywords: Knowledge; Knowledge maangement; Customers knowledge management; Plastic industry

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