| 图书馆客户知识管理模式研究 |
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| 引用本文： | 盛小平.图书馆客户知识管理模式研究[J].图书情报工作,2008,52(4):22-22. |
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| 作者姓名： | 盛小平 |
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| 作者单位： | 华南师范大学经济管理学院 |
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| 摘 要： | 探讨图书馆服务对象从读者、用户到客户的变化，辨析图书馆客户关系管理、图书馆知识管理与图书馆客户知识管理的不同，设计并解析由知识获取、知识组织、知识交互和知识应用四种主要活动与关系管理、技术管理、服务管理和机会管理四种辅助活动组成的图书馆客户知识管理模式。
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| 关 键 词： | 图书馆 客户知识管理 客户关系管理 |
| 收稿时间： | 2007-10-18 |
Research on Mode of Customer Knowledge Management of Library |
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| Sheng Xiaoping.Research on Mode of Customer Knowledge Management of Library[J].Library and Information Service,2008,52(4):22-22. |
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| Authors: | Sheng Xiaoping |
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| Abstract: | This paper discusses the changes of library service object from reader, user to customer, distinguishes the differences between customer relationship management(CRM), knowledge management(KM) and customer knowledge management(CKM) in libraries, designs and explains the mode of customer knowledge management of library(CKML),which consists of the four primary activities named as knowledge acquisition, knowledge organization, knowledge interaction and knowledge application, and the secondary activities named as relationship management, technology management, service management and chance management. |
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| Keywords: | library customer knowledge management customer relationship management |
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