The key to an organization's long-term success is a sustainable competitive advantage. In a global market characterized by fierce competition, organizations differentiate themselves no longer through their competitive position or technological or human resources but through knowledge. Such a decisive economic resource needs to be managed, giving rise to the theory of Knowledge Management (KM). Because knowledge is created and shared through social interactions, knowledge transfer is the most critical part of KM. Especially in tourist destinations, the diversity of stakeholders, each with unique skills and knowledge, represents great opportunities for innovation and the sustainable development of destinations but also great challenges. Destination Management Organizations (DMOs) are responsible to maintain the attractiveness of a destination by encouraging competing and complementary organizations to collaborate to exchange knowledge. Ultimately, the tourist experience and image of a destination are created interdependently by the tourism stakeholders. By conducting a case study in the destination of Kalmar, this paper aimed to explain to what extent a DMO manages inter-organizational knowledge transfer within a tourist destination. An explanatory sequence was used to gather primary data in three steps. First, a survey was conducted with local tourism stakeholders. Then, the local DMO and the university were interviewed. The data collected from 32 local tourism stakeholders suggest that tourism stakeholders, primarily SMEs, are lacking the resources to engage in knowledge transfer and overlook the value of external sources of knowledge. The findings of the interviews point to that there is a need to support tourism stakeholders with digitalization, to encourage tourism stakeholders to join a destination network and to close the knowledge gap through research produced by universities. This study contributes to gaining a broader understanding of the opportunities and challenges of inter-organizational knowledge transfer within the destination of Kalmar.

The emergence of Web 2.0 tools has transformed the operation of Knowledge Management (KM) practices in the academic libraries. This study has investigated the application of Web 2.0 tools to enhance KM practices in academic libraries in Tanzania. Eight out of twelve academic libraries located in public universities in Tanzania were purposively selected in this study. The study included two categories of respondents: ordinary library staff and senior library staff (directors, heads of libraries, library managers, and Information and Technology (IT) specialists in the library etc). The findings of the study were determined after applying methodological triangulation within quantitative and qualitative research contexts. This included the use of questionnaires, semi-structured interviews and observations. In the first instance, questionnaires were used to collect data from 278 library staff selected using systematic sampling technique. Interviewing targeted 69 senior library staff was done using purposive sampling technique. In total, 254 (91.4%) ordinary library staff completed the questionnaire; while 57 (82.6%) senior librarians were interviewed. The study findings have indicated the low level of KM application in academic libraries. Muhimbili University of Health and Allied Science (MUHAS) Library showed the strongest application of KM practices, followed by State University of Zanzibar (SUZA) Library. Lack of KM enablers in academic libraries was indicated as one of the significant challenges that hinder the application of KM practices in academic libraries. It was noted that most of the academic libraries visited had websites. On the other hand, the majority of respondents acknowledged that they had personal accounts of the various Web 2.0 tools. The study findings imply that most library staff had some level of experience with a variety of Web 2.0 tools. It was further established that despite the high level of familiarity and use of Web 2.0 tools, respondents were not frequent users of their library websites. The study findings have also indicated a low level of access and use of Web 2.0 tools within academic libraries. Mzumbe University (MU) and SUZA Libraries were the main users of Web 2.0 tools; followed by University of Dar-es-Salaam (UDSM) Library. Knowledge Management System (KMS) Success Model was employed to investigate factors that affect the application of Web 2.0 tools to enhance KM practices. The study findings have demonstrated that the KMS Success Model is suitable for guiding the understanding of the contributing factors with respect to library staff‟s intention to reuse Web 2.0 tools. The study findings supported the KMS Success Model well, whereby seven of the twelve hypothesised relationships were found to be significant. The study recommends that academic libraries in Tanzania should promote and integrate KM practices in their daily operations as well as the use of KM enablers such as; reliable budget, Web 2.0 tools, reliable power supply, internet connectivity availability and adequate ICTs infrastructure. / Information Science / D. Litt. et. Phil. (Information Science)

Approved for public release, distribution is unlimited / Since the advent of Naval Warfare, Tactical Knowledge Management (KM) has been critical to the success of the On Scene Commander. Today's Tactical Knowledge Manager typically operates in a high stressed environment with a multitude of knowledge sources including detailed sensor deployment plans, rules of engagement contingencies, and weapon delivery assignments. However the WarFighter has placed a heavy reliance on delivering this data with traditional messaging processes while focusing on information organization vice knowledge management. This information oriented paradigm results in a continuation of data overload due to the manual intervention of human resources. Focusing on the data archiving aspect of information management overlooks the advantages of computational processing while delaying the empowerment of the processor as an automated decision making tool. Resource Description Framework (RDF) and XML provide the potential of increased machine reasoning within a KM design allowing the WarFighter to migrate from the dependency on manual information systems to a more computational intensive Knowledge Management environment. However the unique environment of a tactical platform requires innovative solutions to automate the existing naval message architecture while improving the knowledge management process. This thesis captures the key aspects for building a prototype Knowledge Management Model and provides an implementation example for evaluation. The model developed for this analysis was instantiated to evaluate the use of RDF and XML technologies in the Knowledge Management domain. The goal for the prototype included: 1. Processing required technical links in RDF/XML for feeding the KM model from multiple information sources. 2. Experiment with the visualization of Knowledge Management processing vice traditional Information Resource Display techniques. The results from working with the prototype KM Model demonstrated the flexibility of processing all information data under an XML context. Furthermore the RDF attribute format provided a convenient structure for automated decision making based on multiple information sources. Additional research utilizing RDF/XML technologies will eventually enable the WarFighter to effectively make decisions under a Knowledge Management Environment. / Civilian, SPAWAR System Center San Diego

Made available in DSpace on 2016-03-15T19:26:19Z (GMT). No. of bitstreams: 1 Flavio_L_Richieri.pdf: 1114743 bytes, checksum: bcff37d37fa82d4ada322b5f2f7c4ce8 (MD5) Previous issue date: 2007-06-26 / There are evidences suggesting a growing importance of the intellectual capital (IC) and the intangible assets in the economy. Therefore, it is critical to find ways to measure the companies IC, and to understand the relationship between it and their value generation. The pressure for it, affects not only managers, who have a broad and differentiated access to all the operational aspects of their companies, but specially, investors and other stakeholders that are external to these companies. For the former, the formulation of indexes, capable to measure the stock and the flows of companies IC, based on the financial information available, and the analysis of the association, between these indexes and companies value generation, can bring a completely new perspective, fundamental for supporting their investment decisions in intellectual capital intensive companies. This dissertation makes usage of CIV (Calculated Intangible Value) and ICE (Intellectual Capital Efficiency) to measure IC stock and flows respectively. Through the usage of multivariate regressions and application of static panel data models, the influence of IC indexes on companies value generation is analyzed. The value generation perspective is captured by using: ROE (Returnon-Equity), ROA (Return-on-Assets) and ROS (Return-on-Sales) ratios. The research utilizes a non-probabilistic sample, built with secondary data coming from the Exame magazine Maiores e Melhores annual survey database, which contains 628 observations from 237 companies in the period between years 2000 and 2005. The following question is addressed: What is the relationship between the stock and flow of IC and company s value generation? Results found, suggest the existence of a positive relation between both CIV and ICE and the dependent variables ROE, ROA and ROS. It also shows that IC seems to be a more relevant indicator of value generation than the stock of financial and physical assets. / As evidências apontam para uma participação crescente do capital intelectual e dos ativos intangíveis na economia. Esse fato torna crítico encontrar formas para medir o capital intelectual das empresas e entender a relação deste com a criação de valor das mesmas. Afetando assim, não apenas os gestores, que possuem um acesso diferenciado e abrangente aos diversos aspectos operacionais das empresas, mas principalmente, os investidores e demais partes interessadas externas às empresas. Para os últimos, a construção de índices capazes de medir capital intelectual da empresa, desenvolvidos com base em informações financeiras e contábeis disponíveis, e o estudo da associação desses índices, com a geração de valor das empresas, podem fornecer uma perspectiva nova e fundamental para a análise de investimentos em empresas intensivas em capital intelectual. Esta dissertação faz uso do CIV (Calculated Intangible Value) e do ICE (Intelectual Capital Efficiency), como medidas de estoque e fluxo de capital intelectual respectivamente. Através de tratamento estatístico por regressões multivariadas, e do uso de modelos estáticos de dados em painel (panel data), efetua-se a análise da influência desses índices de capital intelectual, na geração de valor das empresas, aqui medida através dos índices de: ROE (retorno sobre patrimônio líquido); ROA (retorno sobre ativos) e ROS (retorno sobre vendas). O estudo é feito com base numa amostra não probabilística, utilizando dados secundários provenientes da base de dados do anuário Maiores e Melhores da revista Exame e contendo 628 observações relativas a 237 empresas no período entre 2000 e 2005. Responde-se assim à questão: Qual é a relação entre o estoque e o fluxo do capital intelectual e a geração de valor da empresa ? Os resultados da pesquisa mostram a existência de relação positiva em relação ao CIV e ao ICE e as variáveis dependentes ROE, ROA e ROS. Mostram ainda que o capital intelectual parece ser um direcionador mais relevante do que o estoque de ativos físicos e financeiros para a geração de valor das empresas.

Made available in DSpace on 2014-12-17T14:52:35Z (GMT). No. of bitstreams: 1 GabrielCL.pdf: 2007363 bytes, checksum: ca984fd5a6f2237f46ab8dc2298c9389 (MD5) Previous issue date: 2006-05-19 / Este trabalho apresenta um estudo da Gest?o do Conhecimento (GC) no sistema petrol?fero do Rio Grande do Norte, considerando poss?veis inova??es resultantes dessa gest?o. Inicialmente, foi feita uma abordagem com rela??o as caracter?sticas do sistema de petr?leo e g?s do RN, com base em conceitos dispon?veis na literatura. Visou atender aos seguintes objetivos: diagnosticar a rede de empresas do setor petrol?fero do RN, identificando qual o est?gio de GC em que elas se encontram; identificar e avaliar as pr?ticas de GC utilizadas internamente na Petrobras e nas suas intera??es dentro da aglomera??o; caracterizar a ocorr?ncia das rela??es entre a UFRN (Universidade Federal do Rio Grande do Norte) x Petrobras. Para alcan?ar tais objetivos foi desenvolvido um formul?rio baseado em indicadores de GC e na PINTEC2005 (IBGE), o qual foi aplicado em tr?s grupos: PETROBRAS, Fornecedores da PETROBRAS e UFRN. Como resultados obtidos t?m-se: uma an?lise da GC na PETROBRAS, da GC nos Fornecedores e da coopera??o para inova??o entre os participantes do sistema, sendo apresentado um estudo da parceria para inova??o entre a UFRN x PETROBRAS. Conclui-se que o sistema ? uma aglomera??o e que apresenta caracter?sticas de um Cluster. Conclui-se ainda que a GC na PETROBRAS encontra-se em fase avan?ada de implanta??o no ?mbito da corpora??o, e a parceria entre UFRN e Petrobras pode ser utilizada como modelo de sucesso de integra??o entre empresas e institui??es de pesquisa. Ao final s?o apresentados, em especial, os resultados obtidos com rela??o ? gest?o do conhecimento para a inova??o na rede de empresas que operam o sistema petrol?fero no Rio Grande do Norte, objetivo principal desta disserta??o

This research report captures a detailed exposition of an investigation on Knowledge Management (KM) practices in public and private sector entities in three industries (health, education and business loans) of Limpopo province – a proxy of the rural areas of South Africa. The investigation was necessitated by a need to understand KM in organisational context experiencing constraints in terms of resources that enable KM. It was found through an intensive literature review that there were very few empirical studies on KM practices of organisations operating in the rural areas, particularly in Africa. The theoretical framework of the study emanates from the knowledge-based view which has been popularised by the seminal work of Peter Drucker and Nonaka in the early half of the 90s. The knowledge-based view as presented in chapter 2 recognises the strategic role of knowledge in organisations. Its genesis is traced from the theories of classical scholars such as Socrates, Plato and Aristotle. Various empirical studies of entities which have adopted the knowledge-based view are presented in chapter 2 of this report. The researcher observes from an intensive KM literature study that the average modern organisation could be categorised as knowledge-intensive considering that knowledge workers constitute the majority of its workforce. The definitions of a knowledge-based organisation and knowledge workers are presented in the operational definitions of key concepts. Arising from the identified gaps in KM literature as presented towards the end of chapter 2, this study was conducted as a comparative study between public and private sector entities in three research industries focusing on their extent of ICT application and degree of knowledge-oriented social factors for information and knowledge sharing. The investigation was guided by three research objectives as discussed in chapter 1 of this research report. The main purpose of the study was to answer two fundamental research questions as reflected in chapter 1. In answering the two research questions, the researcher identified four research hypotheses in line with the findings established from KM literature. These hypotheses are discussed in chapter 2 of this report.The underlying hypothesised statement guiding the study was to determine whether there were any significant differences in KM implementation between public and private sector entities in the three research industries in terms of four research constructs. These are: application of ICTs for knowledge and information sharing, degree of achievement of knowledge-based outcomes, tacit knowledge acquisition and the degree of knowledge-oriented social factors. Organisational culture, organisational structures, human resource practices and leadership comprised the social factors tested in the study. The research data were collected through a mixed research design approach combining the advantages of a survey instrument and interviews (this is fully reflected in chapter 3 of this research report). The research results (as presented in chapter 4) pointed to some form of significant differences in KM implementation between public and private sector entities in the education and business loans industry, but there were no significant differences in KM implementation between public and private sector entities in the health industry. Arising from the findings of the study, a model for improved KM implementation is presented in chapter 4 (figure 4.16). It was found during the investigation that all the research entities approached KM implicitly through KM related practices. KM related practices were found to be far more entrenched in the health industry (both public and private sector entities), the private sector entities in the education and business loans industries than was the case with the public sector entities in the education and business loans industries. In the entities where KM related practices were found to be entrenched, there were concerted efforts towards improved organisational processes. The study has managed to unravel the importance of KM related practices in laying the foundation for a formalised KM approach. / Graduate School of Business Leadership / D.B.L.

This research report captures a detailed exposition of an investigation on Knowledge Management (KM) practices in public and private sector entities in three industries (health, education and business loans) of Limpopo province – a proxy of the rural areas of South Africa. The investigation was necessitated by a need to understand KM in organisational context experiencing constraints in terms of resources that enable KM. It was found through an intensive literature review that there were very few empirical studies on KM practices of organisations operating in the rural areas, particularly in Africa. The theoretical framework of the study emanates from the knowledge-based view which has been popularised by the seminal work of Peter Drucker and Nonaka in the early half of the 90s. The knowledge-based view as presented in chapter 2 recognises the strategic role of knowledge in organisations. Its genesis is traced from the theories of classical scholars such as Socrates, Plato and Aristotle. Various empirical studies of entities which have adopted the knowledge-based view are presented in chapter 2 of this report. The researcher observes from an intensive KM literature study that the average modern organisation could be categorised as knowledge-intensive considering that knowledge workers constitute the majority of its workforce. The definitions of a knowledge-based organisation and knowledge workers are presented in the operational definitions of key concepts. Arising from the identified gaps in KM literature as presented towards the end of chapter 2, this study was conducted as a comparative study between public and private sector entities in three research industries focusing on their extent of ICT application and degree of knowledge-oriented social factors for information and knowledge sharing. The investigation was guided by three research objectives as discussed in chapter 1 of this research report. The main purpose of the study was to answer two fundamental research questions as reflected in chapter 1. In answering the two research questions, the researcher identified four research hypotheses in line with the findings established from KM literature. These hypotheses are discussed in chapter 2 of this report.The underlying hypothesised statement guiding the study was to determine whether there were any significant differences in KM implementation between public and private sector entities in the three research industries in terms of four research constructs. These are: application of ICTs for knowledge and information sharing, degree of achievement of knowledge-based outcomes, tacit knowledge acquisition and the degree of knowledge-oriented social factors. Organisational culture, organisational structures, human resource practices and leadership comprised the social factors tested in the study. The research data were collected through a mixed research design approach combining the advantages of a survey instrument and interviews (this is fully reflected in chapter 3 of this research report). The research results (as presented in chapter 4) pointed to some form of significant differences in KM implementation between public and private sector entities in the education and business loans industry, but there were no significant differences in KM implementation between public and private sector entities in the health industry. Arising from the findings of the study, a model for improved KM implementation is presented in chapter 4 (figure 4.16). It was found during the investigation that all the research entities approached KM implicitly through KM related practices. KM related practices were found to be far more entrenched in the health industry (both public and private sector entities), the private sector entities in the education and business loans industries than was the case with the public sector entities in the education and business loans industries. In the entities where KM related practices were found to be entrenched, there were concerted efforts towards improved organisational processes. The study has managed to unravel the importance of KM related practices in laying the foundation for a formalised KM approach. / Graduate School of Business Leadership / D.B.L.

本研究是以個案研究的方式，探討台北縣立國民中學的工作團隊之知識性活動與知識管理的差距。分析的項目包括知識管理關鍵因素和組織環境等二部分。同時也對工作團隊面臨的問題及其因應對策進行了解。其中知識管理關鍵因素包括知識的取得、知識的創造、知識的儲存等三項。組織環境的部分包括人員和組織行政的配合情況。 本研究發現，台北縣國民中學教師所組成的工作團隊，雖然在沒有知識管理的認知下，其知識性活動和已在實施的知識管理專案，相距並不大。若是將各個工作團隊採行的知識性活動加以彙整，則這個差距將更小。所以，如果要在這些單位中實施知識管理，應是可行的。 關鍵詞：工作團隊、知識管理、知識的獲得、知識的儲存、知識的創造、小班教學精神、課程統整、多元智慧、電腦輔助教學。 / This research is adopted to the method of case study: deeply discussing the difference between the knowledge activities and knowledge management ( KM ) of the work teams of junior high schools in Taipei County. The analysis items include two parts: the feature components of knowledge management and organizational environment. At the same time, the research also gets understanding in the facing problems of the team work and their coordinate strategies. In detail, the feature components of knowledge management include knowledge gaining, knowledge creation, and knowledge saving. The organizational environment includes the members and administrators of the work teams and their cooperation. The research found that the work teams of the teachers of junior high schools in Taipei County even if without acknowledgement in knowledge management, their knowledge activities are corresponding to the cases of current practicing of knowledge management. If to collect all the knowledge activities addressed by each work teams, the difference is getting smaller. Therefore, it is to say that to practice the knowledge management is doable. Key wards: work team, knowledge management(KM), Knowledge gaming, Knowledge saving, Knowledge creation, the sprits of small class instruction, curriculum integration, multiple intelligences, computer assisted instruction ( CAI ).

政府入口網站含蓋了眾多提供公共服務的網站，讓民眾或企業進行相關業務的辦理、資訊的查詢以及進行交易等行為。全國或是全球需要使用到政府服務，例如政府採購等之使用者皆是政府入口網站之服務對象。因此政府網站在資料流量含量方面較之於一般商業網站更為可觀，亦包含了電子商務性質。在此狀況下，政府角色亦已逐漸從管制調適為服務。就政府體策略或執行計畫而言，實施知識管理除可使行政單位的工作效率提昇，行政流程時間縮短，更可避免重覆錯誤及誤判訊息之可能。 　　本研究主要以行政院公共工程委員會目前所推行之『政府採購電子化』計畫為研究對象，冀於對未來五年能達到政府採購作業全面電子化提出建議。本研究之目標係分析研擬「政府電子採購入口網站」之關鍵成功因素，從而由「政府採購電子化」計畫現行系統歸納出具綜效之整合型「政府電子採購入口網站」功能架構，其工作內容如下： 　　1. 歸納、分析現行各系統及政府採購法推動之問題。 　　2. 瞭解國內政府入口網站之推動情形，分析企業資訊入口網站解決方案現況。 　　3. 利用分析層級程序法（Analytic Hierarchy Process，簡稱ＡＨＰ）歸納出三分類專家，包括工程會內部專家、公部門專家、產業界及學界專家所認為的「政府電子採購入口網站」之關鍵成功因素，同時也分析資訊職務與非資訊職務專家觀點之相異點。 　　4. 根據歸納出來之關鍵成功因素與內部需求，提出具建設性之「政府電子採購入口網站」功能架構雛形，建議工程會推動「政府採購入口網站」提供之功能依據。 　　本研究AHP法研究結果如下： 　　1. 本研究中之各類專家一般認為內在因素比外在環境因素之權重大。 　　2. 第三層關鍵成功因素包括知識管理機制之健全化、政策及法制配合度、使用者服務機制、資訊系統與營運。整體而言，工程會內部專家與產業界及學界專家兩類專家較重視政策及法制配合度構面因素，而公部門專家比較重視資訊系統與營運構面因素。資訊職務專家較重視政策及法制配合度構面因素，非資訊職務專家比較重視資訊系統與營運構面因素。 　　3. 整體最底層關鍵成功因素排名前七項分別為高階長官的參與和支持並訂定明確的目標、即時配合實際狀況，修正、鬆綁法規、充裕的資源配合、提昇法令約束力之效力、提供快速回應問題之機制、介面具親和力、操作流程循序簡單、提供高度的可靠性與穩定性。 　　本研究最後逐一對專家深入訪談、工程會需求訪談、企業資訊入口網站解決方案及關鍵成功因素AHP之分析等結果提出結論與建議。 / An e-Government Portal should integrates numerous websites that offer public service, and provides individuals or enterprises with a platform for trafficking, searching information, and conducting transactions. Thus, all the users, that need to access government service and government procurement information, are potential customers of the e-Government Portal website. Hence, the e-Government Portal website, with e-Commerce quality, has more enormous data flow and database contents in comparison with simple e-Commerce sites. Last but not least, the role of e-Government Portal website is turned gradually into a service provider from its simple transition role of inspection. 　　From government's strategic aspect, actions regarding knowledge management can not only improve the efficiency and streamline the administrative procedures, but also avoid the crisis of repeating failures and misleadings of messages. 　　The object of this research is the Electronic Procurement Plan, which was established and promoted by the Public Construction Commission (PCC) of The Executive Yuan, R.O.C. The goal of the Electronic Procurement Plan is to accomplish the electronic commerce of the government procurement entirely in five years. This study aims to find out the critical success factors (CSF) for the Government Electronic Procurement Portal Website, and to carry out a functional architecture for the synergic Government Electronic Procurement Portal Website via the following working packages : 　　1. to analyze and formulate the problems of promoting the electronic government procurement system and the government procurement law. 　　2. to discuss the ongoing domestic promotion programs of the e-Government Portal websites and analyze the status quo cases of the Enterprise Information Portal (EIP) solution. 　　3. to analyze and compare the critical success factors of the Government Electronic Procurement Portal Website of various expert viewpoints through Analytic Hierarchy Process (AHP) method. The experts come from the PCC internal public servants, public servants from other government agencies as well as industrialists and scholars. On the other hand, the different viewpoints between the IT background experts and non-IT background experts are also compared. 　　4. to summarize constitutive functional architecture for the Government Electronic Procurement Portal Website according to the resulted CSF and the PCC internal requirements. 　　The results of AHP analysis can be stated as following: 　　1. The internal factors outweigh external factors. 　　2. The third-level of factors of AHP architecture includes the solidity of knowledge management, the compatibility of policies and laws, the user service mechanism and the information systems and operations. Generally, the PCC internal public servants, industrialists and scholars pay more attention to the compatibility of policies and laws than the other public servants that put a lot of emphasis on the information systems and operations. The IT background experts value the compatibility of policies and laws, whereas the non-IT background experts emphasize the information systems and operations. 　　3. The top seven priority factors of the rock-bottom level factors include the involvements and endorsements of the top executives and establish the clear goals, the instantaneous emendation and relaxation of the laws, the compatibility of abundant resource, the effectiveness of promoting the law's constraint force, friendly interface and easily sequential operation flow and high reliability and stability. 　　At last, this research leads to the conclusions and suggestions in regard to in-depth experts interviews，PCC internal requirement investigations, EIP solutions and the AHP CSF analysis.

和顧客保持長期關係，對於企業經營是有利的，然而，由於資訊科技的進步與物流效率的提升，顧客越來越來越聰明，要尋找並取得替代產品與服務也越來越容易。在這樣的環境前提下，如何使顧客願意與企業維持長期關係而不轉向競爭者，是企業的一大挑戰。在文獻探討中本文發現，其關鍵是在於要能夠持續與顧客互動並了解顧客，並且將這些了解應用於產品設計、流程設計與組織設計。對於顧客的了解，本文定義其為顧客知識，就成為了顧客關係的基石。不過，由於與顧客的接觸點越多，了解顧客的管道就越多，其整合上有一定的難度，而資訊科技與傳統行銷方法都能夠產生對於顧客的了解，再加上產生並應用對於顧客的了解，以塑造顧客在消費與使用產品與服務時能得到高度的滿意，已經企業所有部門的責任，這樣跨部門的作業也不是一件簡單的事，這些議題都是企業在顧客知識管理上所需面對的。 在過往的文獻中所談的顧客知識管理，很多都混淆顧客資訊與知識，較無探討企業如何加工與顧客互動所得到的資訊，因此無法清楚了解企業在顧客知識管理上所作的貢獻為何。本文就以流程觀點，並以目前市場需求飽和且競爭激烈的人壽保險產業中的一家企業：保誠人壽為例，探討企業內的顧客知識流程，並且探討主要的影響因素，以了解企業在顧客知識管理上所作的努力。 而在本文個案的探訪後，本文還嘗試以服務業作業系統的角度，提出一種顧客知識的新分類：前台作業所需的顧客知識、後台作業所需的顧客知識，並且根據個案中保誠人壽的實際做法，修正文獻探討所提出的顧客知識管理架構，並且提出三種顧客知識管理的類型以及提出其管理重點，以作為實務界與後人研究的參考。 / It is beneficial for an enterprise to keep long-term relationship with its customers. However, owing to advances of information technology and the improvement of logistics efficiency, it is not difficult to search and acquire better products and services to substitute for what they are using now. Under these circumstances, it is a challenge for enterprises to retain their customers. How to do this? The answer in literatures is: to gain more customer insights (defined as customer knowledge in this study) through interactions with customers and apply them in product design, process design and organizational structure design. Therefore customer knowledge is the basics of long-term relationships with customers. But still, there are issues. First, an enterprise may have many contact points with its customers. Then, there are traditional ways versus information technology ways to generate customer knowledge. Finally, an enterprise has to think how to address appropriate customer knowledge to right departments and use them to enhance the total experience when interacting with customers. These are all issues an enterprise has to face with when trying to do “Customer Knowledge Management” (CKM). Most of past studies on CKM did not tell the difference between information and knowledge, thus can not clearly define what contributions an enterprise makes when implementing CKM. This study attempts to investigate practices of CKM in an enterprise in life insurance industry, in which the demand is saturated and the competition is fierce, from a process perspective to manifest how customer knowledge is generated and applied, and what main factors are to affect CKM in an enterprise. After investigation of the case, this study proposes a new framework, from the operation system in service industry, to classify customer knowledge into two categories: customer knowledge needed for front-office operations, and customer knowledge needed for back-office operations. In addition, according to practices in this case, this study will revise the CKM process framework proposed right after the literature review, and will raise keys to successful CKM in CKM processes, for the reference for following studies.