| ACKNOWLEDGEMENT | 第8-9页 |
| 摘要 | 第9-10页 |
| ABSTRACT | 第10-11页 |
| LIST OF ABBREVIATIONS | 第18-19页 |
| CHAPTER 1. INTRODUCTION | 第19-40页 |
| 1.1 Parameters of the Current Study | 第23-27页 |
| 1.1.1 Conceptual Framework | 第23-24页 |
| 1.1.2 Objectives of the Current Study | 第24-25页 |
| 1.1.3 Research Questions | 第25-27页 |
| 1.2 Outline of the Present Study | 第27-39页 |
| 1.2.1 Analytical Literature Review | 第28-30页 |
| 1.2.3 Methodological Literature Review | 第30-31页 |
| 1.2.4 Methodology and Case Study Selection Rationale | 第31-36页 |
| 1.2.5 Analysis of a CKM Case Study on Mobilink | 第36-37页 |
| 1.2.6 Final Conclusions and Recommendations for Further Study and Practices | 第37-39页 |
| 1.3 General Impact of the Study | 第39-40页 |
| CHAPTER 2. LITERATURE REVIEW ON ANALYTICAL PERSPECTIVES OF CKM | 第40-80页 |
| 2.1 Separating Knowledge,Information,and Customers | 第40-44页 |
| 2.1.1 Origins of Knowledge,and Explicit and Tacit Knowledge | 第41-44页 |
| 2.2 Managing Different Types of Knowledge | 第44-47页 |
| 2.2.1 Perspectives on Knowledge Management | 第44-47页 |
| 2.3 Advantages to the Applying Knowledge Management | 第47-48页 |
| 2.4 Defining Customers and Consumers | 第48-49页 |
| 2.5 Defining Customer Knowledge | 第49-50页 |
| 2.6 Customer Knowledge Management | 第50-60页 |
| 2.6.1 Customer Relationship Management vs.Customer Knowledge Management | 第51-55页 |
| 2.6.2 Defining Customer Knowledge Management | 第55-60页 |
| 2.7 Differences Between Types of Customer Knowledge | 第60-66页 |
| 2.7.1 Obtaining and Leveraging the Customer Knowledge | 第62-63页 |
| 2.7.2 Customers as a Source of Knowledge | 第63-64页 |
| 2.7.3 The Mindset Towards Customers and its Implications for CKM | 第64-66页 |
| 2.8 The Purpose and Values of CKM | 第66-74页 |
| 2.8.1 Innovation as a Success Factor of CKM | 第69-71页 |
| 2.8.2 Integrating Customers as Innovation Partners | 第71-74页 |
| 2.9 Challenges in dealing with Customer Knowledge | 第74-78页 |
| 2.9.1 Internal and Company-Based Challenges to Using CK | 第74-75页 |
| 2.9.2 Changing Roles of Customers | 第75-76页 |
| 2.9.3 Changes in Consumer Behavior | 第76页 |
| 2.9.4 Enhancing Customer Competence | 第76-77页 |
| 2.9.5 Internet and E-Commerce | 第77页 |
| 2.9.6 Willingness to Cooperate | 第77-78页 |
| 2.9.7 Feasibility of Changing Customers to Innovation Partners | 第78页 |
| 2.10 State of the Analytical Literature on CKM | 第78-80页 |
| CHAPTER 3. METHODOLOGICAL PERSPECTIVES ON CKM | 第80-121页 |
| 3.1 Customer as Sources of Knowledge | 第80-83页 |
| 3.2 The Evolution of Measuring Customer Knowledge and CKM | 第83-104页 |
| 3.2.1 Epistemological CKM Models | 第84-88页 |
| 3.2.2 Process Oriented CKM Models | 第88-91页 |
| 3.2.3 Integrated/Hybrid CKM Models | 第91-94页 |
| 3.2.4 Source Based CKM Models | 第94-104页 |
| 3.3 Recent Developments in CKM Modelling | 第104-119页 |
| 3.3.1 Lexicon of CKM Mechanisms within the Butterfly Model | 第108-116页 |
| 3.3.2 Groupings of CKM Mechanisms by Category,Subcategory,and Type | 第116-119页 |
| 3.4 Viability of Applying the Butterfly Model to CKM Studies | 第119-121页 |
| CHAPTER 4. METHODOLOGIES | 第121-150页 |
| 4.1 Success Factors for CKM | 第122-123页 |
| 4.2 Parameters of the Present Study | 第123-127页 |
| 4.2.1 Selecting a Model to Study CKM:The Butterfly Model | 第124页 |
| 4.2.2 Selecting Suitable Industries for a CKM Case Study | 第124-126页 |
| 4.2.3 Selecting a Suitable Company for a CKM Case Study | 第126-127页 |
| 4.2.4 Rationale for the Parameters of our Case Study | 第127页 |
| 4.3 Methodologies of the Present Study | 第127-129页 |
| 4.4 Extended Background Information on the Telecom and Mobile Services Sector | 第129-139页 |
| 4.4.1 The Mobile Sector in Pakistan | 第130-139页 |
| 4.5 Mobilink in the Pakistan Telecommunication Sector | 第139-150页 |
| 4.5.1 Background Information Mobilink | 第141-142页 |
| 4.5.2 Mobilink's Market Share | 第142页 |
| 4.5.3 Unique Features of Mobilink | 第142-143页 |
| 4.5.4 Mobilink's Successes and Awards | 第143-144页 |
| 4.5.5 Mobilink Corporate Values Related to Knowledge Management | 第144-145页 |
| 4.5.6 Customer-Related Corporate Culture and Values at Mobilink | 第145-147页 |
| 4.5.7 Customer Care at Mobilink | 第147-150页 |
| CHAPTER 5. ANALYSIS ON CUSTOMER KNOWLEDGE MANAGEMENT | 第150-188页 |
| 5.1 Overview of the Mobilink Case Study | 第151-152页 |
| 5.1.1 Objectives | 第151-152页 |
| 5.1.2 Brief Summary of Case Study Methodology | 第152页 |
| 5.2 Pre-Existing and Published Data on Mobilink CKM/CRM Processes | 第152-155页 |
| 5.3 Analysis of Mobilink's Perception of Customers | 第155-165页 |
| 5.3.1 Results of Question 1 | 第156-158页 |
| 5.3.2 Results of Question 2 | 第158-160页 |
| 5.3.3 Results of Question 3 | 第160-161页 |
| 5.3.4 Results of Question 4 | 第161-164页 |
| 5.3.5 Comparing Survey and Questionnaire Results | 第164-165页 |
| 5.4 Conclusions on Mobilink's Perceptions of Customers and CKM | 第165-167页 |
| 5.5 Limitations of our Analysis on Mobilink | 第167-168页 |
| 5.6 Assessing CKM Mechanisms at Mobilink | 第168-186页 |
| 5.6.1 Using the Butterfly Model to Assess CKM Mechanisms at Mobilink | 第170-174页 |
| 5.6.2 CKM Mechanisms at Mobilink | 第174-182页 |
| 5.6.3 Analysis of Available CKM Mechanisms at Mobilink | 第182-186页 |
| 5.7 Summary of the Mobilink Case Study | 第186-188页 |
| CHAPTER 6. CONCLUSIONS | 第188-212页 |
| 6.1 Breaking Down Knowledge | 第188-191页 |
| 6.1.1 Business Operations and Knowledge | 第190-191页 |
| 6.2 From Knowledge to Management:How to Assess a CKM Strategy? | 第191-197页 |
| 6.3 Testing our Hypothesis on CKM at Mobilink | 第197-198页 |
| 6.4 Conclusions on our Mobilink CKM Case Study | 第198-205页 |
| 6.4.1 Evaluating Initial Research Questions and Success Factors | 第202-205页 |
| 6.5 New Directions into CKM,CKM Processes,and CKM Research | 第205-212页 |
| 6.5.1 Shortcomings of CKM Modelling | 第207-208页 |
| 6.5.2 The Challenge of Assessing the Value of Knowledge | 第208-209页 |
| 6.5.3 Overlooked Sources of Knowledge | 第209-210页 |
| 6.5.4 The Pitfalls of Managing Knowledge | 第210-212页 |
| REFERENCES | 第212-229页 |
| Appendix 1:Questionnaire | 第229-232页 |
