The impact of knowledge management within matchmaking companies dedicated to Taiwanese -An analysis using the knowledge value chain perspective
Date Issued
2011
Date
2011
Author(s)
Yu, Doris
Abstract
Dating service provided by matchmaking companies, a practice where professional matchmakers set up dates for registered singles, has proven to lead to a longer and happier marriage. We suggest that this is due in part to professional matchmakers’ success to screen out compatible matches, a result based on knowledge management (KM) of the past matchmaking experiences. Using a knowledge value chain framework, in-depth interviews were conducted with four well-experienced matchmakers in Taiwan. We document matchmakers’ general ideas in four categories: KM enablers, KM processes, organizational/individual capabilities, and performance margin.
The major findings from this study are that the more knowledge management concepts and procedures the matchmakers have implemented, the more the matchmaking results led to greater customer satisfaction and on the other hand, less profit earned by the matchmaking companies in a short run.
This research also provides solutions on how to manage and balance between short-term profits and long-term customer satisfaction that lead to company reputation which is highly expected by customers in this industry.
Subjects
knowledge management
knowledge value chain
Taiwan matchmaking company
professional matchmaker
Type
thesis
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ntu-100-R97749024-1.pdf
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