The Study Of Relatinship Between Customer Knowledge Management Style And Customer Knowledge Management Performance From Two-dimensional Perspective

The 21st century is the era of knowledge economy, more and more enterprises begin trying customer knowledge management in an attempt to enhance competitive advantage. Through literature review, we can find that customer knowledge management performance has become a hot issue. The survey found:(1) The enterprise who is closer with the customer can capture and handle customer requirements timely and effectively, thereby improving the performance; (2) Companies with high entrepreneurial orientation showed a higher innovation. These companies can seize new opportunities through product or technology innovation, thereby improving the performance.In this paper, the customer knowledge management is divided based on entrepreneurial orientation and relational embeddedness. Through literature review, we constructed measurement index of relational embeddedness, entrepreneurial orientation and customer knowledge management performance. We quantified the data to verify the influence of relational embeddedness, entrepreneurial orientation to customer knowledge management performance. Then we study the relationship between customer knowledge management style and customer knowledge management performance.Based on the empirical analysis, we get the following conclusions:(1) Relational embeddedness and customer knowledge management performance is positively correlated; (2) Entrepreneurial orientation and customer knowledge management performance is positively correlated;(3) relational embeddedness and entrepreneurial orientation has a positive impact on the customer knowledge management performance. And the relational embeddedness have a far greater impact on customer knowledge management performance. (4) Different customer knowledge management style lead to different customer knowledge management performance. And the performance of interactive management style is highest.Customer knowledge management is the emerging field of management theory research, lack of more comprehensive and systematic research and empirical verification. The research of customer knowledge management style is scarce, almost blank. This paper provide a theoretical foundation and support for this field, enrich and expand the research in this field, as well as provide a new perspective for companies to effectively enhance the performance.