会议专题

Customer Relationship Risk Identification in Knowledge-Intensive Business Service Based on Knowledge Gaps

During the process of Knowledge-Intensive Business Service (KIBS), if the knowledge required is provided insufficiently, untimely and inappropriately, the performance of KIBS will be affected significantly. In this paper, the characteristics of KIBS are analyzed; the relationship between the knowledge gaps and customer relationship risk of KIBS is discussed. Based on the knowledge gap model of KIBS, the seven major knowledge gaps and corresponding causes which exist during the process of KIBS are put forward. Several relevant suggestions are provided to improve KIBS customer relationship risk management performance.

customer relationship KIBS knowledge gap risk identification

Cunlu Zhang Xiaonian Zhu

School of Management,Xiamen University,Xiamen Fujian 361005,P.R.China

国际会议

2009 6th International Conference on Service Systems and Service Management( 2009 第六届服务系统与服务管理国际会议)

厦门

英文

676-681

2009-06-08(万方平台首次上网日期,不代表论文的发表时间)