초록 열기/닫기 버튼
Knowledge can be said to advanced in formation mixed with experience,context, interpretation and thought. In other words, it is high valueinformation to be used at decision-making and behavior, which is essentia l.The start of knowledge management is to recognize significance toknowledge existing in the financial industry, and establish an activemanagement and operation system. This paper tries to analyze how in theintroduction of knowledge management to employees as customers ofinternal company, their satisfaction and result would have an efect on theachievement to external customer in the aspect of management result aspect.서윤규 김민수서비스경영학회지 제 권 제 호 년 월8 3 2007 9To reserve business and extra-business knowledge of the internalcustomer of a company, namely, inside the company, companies haveinvested enormous time and expense in it. What on earth is the reason whycompanies stake on knowledge management? For they perceive thatcompetitive improvement through knowledge management is a entrepreneur ialactivity bringing about a definite achievement to investment. The problemlies in that there has not been a standardized measurement system to weighsuch results, hereby proceeding effort to explore the casuality of knowledgemanagement introduction using BSC. This study drew out two routes as aresult of profound analysis using BSC system based on the concept of internalmarketing.
키워드열기/닫기 버튼
Customer satisfaction, Knowledge management, Structure equation,BSC, Achievement measurement
