Skip to Main Content
Customer self-service systems that belong to key applications of customer relationship management (CRM) not only empower customers reducing errors, but also enable organizations acquiring knowledge and insight to transform true CRM process. This paper focuses on knowledge and insight approach, especially applying the double-loop knowledge management model on customer self-service systems for Taiwan's e-government. The knowledge of interpersonal network that lie in the double-loop knowledge management model could be viewed a disproportionate condition among the interaction of people. The double-loop knowledge management model provides a powerful filter to sieve out the beneficial knowledge that be produced, shared, or integrated by one's own side, some other persons, or joint collaboration for solving the problems. Moreover, the double-loop knowledge management model could supplement the roles and implications of customer self-service systems in public e-services and link between public organizations and their target audience towards a holistic approach to understanding CRM practices.