The Bibliometrics Analysis of Customer Knowledge Management Based on Co-Word Analyses

摘要

Customer knowledge management (CKM) is a crucial element in the field of knowledge management. By retrieving journal articles with the descriptor words “customer knowledge management” in WOS database, the author selects 3587 journal papers as the research object, then analyses the papers through bibliometrics. Researches show that the research on CKM is in accordance with Place’s curve, which is valuable to study. The focus in the field of CKM is similar at home and abroad, especially some crossing field. Existing research can be divided into three themes: analyzing and mining customer knowledge management from the theory of technology/process, using customer knowledge to manage from the perspective of comprehensive/holism, sharing and interacting knowledge of enterprise both interiorly and exteriorly from the perspective of target/process.