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Attribute-level Model and Customer Response Capabilities
Author(s): 
Pages: 166-172
Year: Issue:  2
Journal: Journal of Shanxi Agricultural University(Social Science Edition)

Keyword:  Knowledge of customersCustomer response capabilitiesCustomer knowledge managementAHM;
Abstract: 在动态变化的复杂环境中,良好的客户响应能力是企业获得竞争优势的基础。客户知识作为一种关键的战略资源,不仅能够提高企业客户关系管理的水平,而且通过客户知识管理还能为顾客创造价值的同时,持续提高企业的客户响应能力。文章在客户知识管理方案对客户响应能力的测度问题上采用一种新的无结构决策方法--属性层次模型(AHM),对各方案的权重大小进行计算排序。计算结果为提高客户响应能力提供了理论参考,进而为各个企业...
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