企業對於顧客服務已經越來越重視，以知識作為與顧客互動的題材，可以提升企業形象及爭取顧客成為忠誠客戶的有利因素。以知識來支援組織的任務並再產生新知識，形成一個知識流的循環，藉助知識管理系統透過網際網路為顧客提供互動平台，滿足顧客服務的需求主動提升互動關係，形成知識的循環效益。 本研究以資訊服務業為例，探討組織知識與顧客服務的任務「知識」，而推導出適合零售服務業的管理系統架構，並建構支援任務的輔助工具「知識管理系統」。將知識活動利用資訊科技有效地收集儲存與分析，透過搜尋統計轉換成為組織的新知識，以網路分享讓組織人員創造及運用知識，並著眼於「使用」知識，將「擁有」的知識透過儲存及擴散運用，成為企業最重要的生產要素及重要的核心競爭力。 An enterprise has already becoming more and more focus on customer service through the knowledge to conduct interaction with customers. To promote the image of the enterprise and attract customers to become loyal is a very beneficial factor. The knowledge can be use to support group assignment along with forming new knowledge. These can also create a circular flow of knowledge. By the usage of Knowledge Management System to pass through international network to provide flap-top building of interactions with customers, so it can satisfy customers' demand thus having them taking the initiative to promote interacting relationships, which will result a proper circular flow of knowledge. This study is based on computer service retailing. To test the discussion group knowledge with customer service's mission regarding ＂knowledge,＂ thus push forward the proper retailing service's management system, along with building implementing assignment's support tool ＂Knowledge Management System.＂ By effectively using informational science technology, an enterprise can properly store information and analyze these knowledge activities, and through these statistics, the data can be converted into new knowledge. Sharing the network can organize workers to create and utilize this new knowledge. The enterprise should focus utilizing the knowledge, and with the possession of this knowledge pass through storage and widely spread to become the enterprise's most important factor procreation and the nucleus of competition capability.
