Title :
Customer relationship risk identification in Knowledge-Intensive Business Service based on knowledge gaps
Author :
Zhang, Cunlu ; Zhu, Xiaonian
Author_Institution :
Sch. of Manage., Xiamen Univ., Xiamen, China
Abstract :
During the process of knowledge-intensive business service (KIBS), if the knowledge required is provided insufficiently, untimely and inappropriately, the performance of KIBS will be affected significantly. In this paper, the characteristics of KIBS are analyzed; the relationship between the knowledge gaps and customer relationship risk of KIBS is discussed. Based on the knowledge gap model of KIBS, the seven major knowledge gaps and corresponding causes which exist during the process of KIBS are put forward. Several relevant suggestions are provided to improve KIBS customer relationship risk management performance.
Keywords :
customer relationship management; knowledge management; risk management; customer relationship risk identification; knowledge gap; knowledge-intensive business service; risk management; Companies; Customer relationship management; Economic indicators; Industrial relations; Investments; Knowledge management; Manufacturing industries; Risk analysis; Risk management; Technological innovation; KIBS; customer relationship; knowledge gap; risk identification;
Conference_Titel :
Service Systems and Service Management, 2009. ICSSSM '09. 6th International Conference on
Conference_Location :
Xiamen
Print_ISBN :
978-1-4244-3661-3
Electronic_ISBN :
978-1-4244-3662-0
DOI :
10.1109/ICSSSM.2009.5174967
