Dissertation
Dissertation > Economic > Trade and Economic > Domestic Trade and Economic > Services sector

The Research on Customer Knowledge Management of Human Resource Outsourcing Servicing Enterprise

Author ZhouQingXiang
Tutor BiXiaoQing
School Tianjin University of Technology
Course Business management
Keywords Human Resources Outsourcing Customer Knowledge Customer Knowledge Management Enterprises Competitive Advantages
CLC F719
Type Master's thesis
Year 2011
Downloads 125
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With the rise of outsourcing,a lot of Human Resources Outsourcing Service enterprises have emerged, how to stand out in the fierce competition is the frontier issue enterprises facing. To gain a competitive advantage, Human Resources Outsourcing Service enterprise should put a lot of time and energy to their customers, respond timely to customers’needs, establish a good relationship with customers, or they can not get a firm foothold in the fierce market competition.Customer Knowledge Management (CKM) provides a way to get, share, apply and innovate customer knowledge for Human Resources Outsourcing Service enterprises. It can help Human Resources Outsourcing Service enterprises to improve innovation capacity, customer satisfaction and loyalty, to create new customer demand and customer value, to increase outsourcing demand while reduce the outsourcing risk, and so on, which in turn helps HROS enterprises to gain some important competitive advantages.Given the situation that the enterprises are lack of systematic research on Customer Knowledge Management, this paper tried to expound the Customer Knowledge Management on the base of theory and practice systematically, and lay the foundation for the further application of Customer Knowledge Management.First of all, this paper made a detailed analysis of current situation and existing problems of domestic human resources outsourcing, and found that the main factors that constrains the development of human resources outsourcing industry, Put forward the necessity that Human Resources Outsourcing Service enterprises carry out Customer Knowledge Management, and briefly introduced the purpose, significance, process of research and so on.In the following chapter,this paper expounded related research achievements that theorists and authority business got on customer knowledge and customer knowledge management, particularly the classification of customer knowledge and customer knowledge management concept. It provides a theoretical basis for the customer knowledge management model of Human Resources Outsourcing Service enterprises in the following chapters.Thirdly, this paper analyzed the Generation mechanism of Human Resources Outsourcing Service enterprises competitive advantages. First of all, it introduced the concept of enterprises competitive advantages, analyzed the relationship between Human Resources Outsourcing Service enterprises customer knowledge management and enterprises competitive advantages. Then it provided a theoretical basis for building Human Resources Outsourcing Service enterprises customer knowledge management model. Fourth, combining the customer knowledge management with basic attribute of human resources outsourcing, the paper tried to build a Human Resources Outsourcing Service enterprises customer knowledge management model and index system. Then, it build a quantitative analysis method to test model——Structural equation model.Finally, this paper empirically tested the structural equation model of Human Resources Outsourcing Service enterprises customer knowledge management, and analyzed the test results, and finally proposed the relevant measures and recommendations improving the level of Human Resources Outsourcing Service enterprises customer knowledge management.

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