The effect of external knowledge on service quality by knowledge chain

As it continues to develop, both socially and economically, Taiwan´s industrial structure is evolving from “Made in Taiwan” into “Served by Taiwan.” Furthermore, the rapid growth of communication technology has made entrepreneurs confronted and immersed by much more tremendous amount of information than before. Thus, it can be perceived that assisting enterprises to acquire significant external knowledge to improve service quality has become a very crucial issue. Hence, this study examines how an enterprise can apply external knowledge to improve its service quality by using a knowledge chain. Concurrently, questionnaire design was applied to discover the impact of external knowledge on service quality.