Study on the knowledge management and its performance evaluation system of enterprises based on the service value chain

摘要

In recent years, enterprises are increasingly paying more attention to knowledge management. Based on the theory of service value chain, the paper gains sufficient insights into the knowledge management process of enterprises in order to construct a model of the knowledge management of enterprises, thus identifying the critical factors which influence the improvement of performance. A knowledge management and performance evaluation system of enterprises is established from four aspects—internal service of enterprises, employee satisfaction and loyalty, customer satisfaction and loyalty and profitability and growth of enterprises—in hope of finding out an effective transformation approach for the implicit knowledge of enterprises.