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Customer Knowledge Management – A Case Study of Taiwan’s Plastic Industry

Yung‐Ching Ho (Department of Business Administration, National Chung cheng University, Chia‐Yi Taiwan, ROC)
Hsin‐Pin Fu (Department of Marketing and Distribution Management, National Kaohsiung First University of Science and Technology, Kaohsiung, Taiwan, ROC)
Chun‐Fa Niu (Department of Business Administration, National Chung cheng University, Chia‐Yi Taiwan, ROC)
Pei‐Hsiang Chien (Department of Business Administration, National Chung cheng University, Chia‐Yi Taiwan, ROC)

Asian Journal on Quality

ISSN: 1598-2688

Publication date: 21 August 2004

Abstract

This paper investigates customer knowledge management activities of Taiwan’s plastic industries. The results demonstrate that the bulk of customer knowledge comes from data related to customer purchase orders and complaints. Furthermore, marketing, production, and research and development are the main departments that developed and reuse customer knowledge. The benefits derived from knowledge management for enterprises do not vary with the position of the vendor on the business scope. In addition, the benefits derived by customers from knowledge management are directly related to the benefits gained by the five major business functions, while the benefits derived from the customer knowledge management are also directly related to customer satisfaction. Summarizing the above results, an Acquisition‐Development‐Reuse (ADR) model is proposed and can provide the enterprises with a systematic reference model when the business attempts to construct a customer knowledge management system.

Keywords

Citation

Ho, Y., Fu, H., Niu, C. and Chien, P. (2004), "Customer Knowledge Management – A Case Study of Taiwan’s Plastic Industry", Asian Journal on Quality, Vol. 5 No. 2, pp. 106-121. https://doi.org/10.1108/15982688200400017

Publisher

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Emerald Group Publishing Limited

Copyright © 2004, Emerald Group Publishing Limited