本文選題：客戶(hù)知識(shí) + 顯性化�。� 參考：《管理評(píng)論》2009年12期

【摘要】：針對(duì)當(dāng)前數(shù)據(jù)挖掘技術(shù)更多注重算法開(kāi)發(fā)和模式規(guī)則的提取,忽略交易背后的人為因素的缺陷,結(jié)合Kano模型的基本原理,構(gòu)建了基于Kano模型的客戶(hù)知識(shí)隱性知識(shí)的顯性化過(guò)程框架,可以依據(jù)顯性化的客戶(hù)知識(shí),對(duì)客戶(hù)進(jìn)行細(xì)分,針對(duì)具有相同效用模式的客戶(hù)開(kāi)發(fā)新產(chǎn)品或采取個(gè)性化的營(yíng)銷(xiāo)策略,提升企業(yè)的客戶(hù)關(guān)系管理績(jī)效,實(shí)證結(jié)果顯示該方法可行、有效。
[Abstract]:In view of the current data mining technology pay more attention to algorithm development and pattern rule extraction, ignore the defects of human factors behind the transaction, combined with the basic principles of Kano model,The explicit process framework of customer knowledge tacit knowledge based on Kano model is constructed. According to the explicit customer knowledge, customers can be subdivided, and new products can be developed or individualized marketing strategy can be adopted for customers with the same utility model.The empirical results show that this method is feasible and effective.
【作者單位】： 江蘇科技大學(xué);鹽城工學(xué)院;
【基金】：國(guó)家教育部人文社科基金青年項(xiàng)目資助(07JC630037) 江蘇省高校哲學(xué)社科研究項(xiàng)目資助(08SJB6300011) 鎮(zhèn)江市軟科學(xué)項(xiàng)目資助(RK2008044)
【分類(lèi)號(hào)】：F274;F224

【參考文獻(xiàn)】

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