An Empirical Study of Organizational Learning's Influences on Customer Knowledge Acquirement Ability

摘要

Customer knowledge acquirement ability is an important aspect of Customer knowledge management in nowadays companies. This paper aims to explore the influence mechanism of organizational learning on customer knowledge acquirement ability and to propose relative management strategy. Based on the analysis of organizational learning process and after having defined the evaluation dimensions, we have tested, by way of statistical analysis, the correlation of organizational learning' 5 important activities to customer knowledge acquirement ability. The results show that, organizational learning process, composed of knowledge discovery, knowledge comparison, behavior reflection, learning error correction and organizational memory, has significant impacts on the improvement of customer knowledge acquirement ability. This conclusion provides empirical evidences for companies to better acquire customer knowledge so as to upgrade relational marketing performance based on knowledge.