Research On Theory And Application Of Customer Knowledge Acquisition

The author finds current research mainly focuses on the study of the application of customer knowledge. The study of the management of customer knowledge is absent. Especially, customer knowledge acquisition has never been solved well. So, this dissertation mainly studies some important issues about the theory and application of customer knowledge acquisition.Firstly, we study how to identify customer knowledge owner. This question is the prime problem of customer knowledge acquisition. We put forward Customer Knowledge Value(CKV) as the criterion for identifying customer knowledge owner. We analyze the value component and changing tendency of CKV. The results indicate that enterprises should improve customer knowledge communion intention and select the customer which is on steady-phase as the optimal customer for customer knowledge acquisition.Secondly, we study the method to improve customer knowledge communion intention. Enterprise should analyze the demand of customer and design optimal mechanism to inspirit customer's intention to communicate knowledge. The results indicate that the demand of customer includes two types, one is material demand and the other is nonmaterial demand. The material demand includes "compensatory demand" and "encouraging demand". The nonmaterial demand includes "knowledge demand" and "spirit demand". The empirical research indicates that customer's preference of material demand and nonmaterial demand are negative correlation. Optimal inspiriting cost of enterprise and optimal inspiriting factor combination of customer are attained through analyzing and constructing utility function of enterprise and customer.Third, we study the conversation process of customer knowledge. Customer knowledge includes three types and the different types can converse each other. So, the study of the conversation process is the important supplement for strategies of customer knowledge acquisition. The result indicates that the conversation process is similar to...