基于ahp的客户知识管理能力测评体系研究-管理学·企业管理专业论文.docxVIP

兰州大学硕士学位论文 兰州大学硕士学位论文 基于AHP的客户知识管理能力测评体系研究 Abstract The rapid development of knowledge management,making businesses put more emphasis customer knowledge and utilization of mining resources，through the leverage of knowledge to enhance their competitiveness in order to obtain sustainable competitive advantage．Customer Knowledge Management Capability through some certain methods to construct measurement systems to study the implementation effect of customer knowledge management system in enterprise． This paper is based previous theoretical studies and previous research,designing evaluation system of Customer Knowledge Management Capability，studying its evaluation system through AHP． The paper has six segmentations．The fa st part of the research paper describes the background and significance of this paper in knowledge ecnomy,and introduce research content,research methods and research ideas．In the second part，the paper describe literature review of Customer Konwledge Management System，and the current research situation of Customer Konwledge Management Capability,and Customer Konwledge Management evaluation research methods． The third and fonh parts are the of the paper，in this part，the Customer Konwledge Management Capability is diveded into two part，which are technical capacity dimension and non-technical dimension capabilities．The basis ofthese two dimensions，it describes the Customer Knowledge Management Capability key principles of elements selection and elements distinguish process，the design of AHP—based Customer Knowledge Management Capability evaluation system，it uses AHP determine their weight，obtained of corporate Customer Knowledge Management Capability．The fifth part make CLSY够a example to evaluate its Customer Knowledge Management Capability．In the last part，we have conclusion of this paper，including its innovation and defeCt，we look forward fure research direction． Keywords：Customer Knowledge Management Capability,AHP,Evaluation II 原创性声明本人郑重声明：本人所呈交的学位论文