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中文摘要：
引进DEMATEL方法模型对知识密集型服务业创新能力影响因素进行了分析，探讨了影响知识密集型服务业创新能力的关键指标，指出物化知识水平、人力资源水平、组织创新活动与信息技术关联度以及CRM战略是关键因素，并对知识密集型服务业创新提出了相关的策略建议。
英文摘要：
This paper introduces DEMATEL to analyze the factors Intensive Business Services, makes the key index into the inquiry. the relevance of the innovation activity on the organizations and CRM, all are the key factors which have great influence. In the which have influence on the innovation of Knowledge It puts forward that the knowledge, human resource, the information technology, including the strategy of end, it brings forward some suggestions related to the innovation of Knowledge Intensive Business Services.
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