Customer knowledge management and smart tourism destinations: a framework for the smart management of the tourist experience – SMARTUR

Abstract

Purpose This paper aims to demonstrate how customer knowledge management (CKM) can assist destination management organizations (DMOs) in the smart management of the tourist experience to contribute to the creation of smart solutions and the promotion of smart tourism destinations (STDs). To accomplish it, a CKM conceptual framework aligned with smart tourism and composed of eight processes is developed to guide managers in this management. Design/methodology/approach This research adopts the design science research methodology and applies its steps. It was supported by a systematic integrative literature review on CKM models and frameworks and their main elements, as well as by semi-structured interviews with tourism specialists in the context of Santa Catarina, Brazil. Findings From the literature it appears that tourist experiences are customer knowledge essential to the improvement and innovation of tourism products and services, and that CKM, still little explored in this scenario, tends to contribute to the management of this crucial knowledge for smart tourism. The analyses and improvements to the structure developed by specialists show its applicability and contributions to the management of STD experiences. Originality/value This paper offers an original contribution to the integration of the theoretical constructs of CKM, tourist experience and STDs by showing how the CKM, from tourism experiences, technologies and social networks, can assist DMOs in the management of experiences and promotion of STDs.

Analysis of the Dialogue with Stakeholders by the IBEX 35 Companies

“…In this sense, information technologies and knowledge management could be useful for stakeholder dialogue [18,19,21,29], considering that it supposes (i) the way to achieve, through different processes, techniques, tools, and spaces, that the resources of an organization act in a consistent manner with the expectations of its interest groups, and that (ii) the way of managing the complex nature of knowledge, which varies from one stakeholder to another and is unpredictable. The use of information technologies to organize and distribute information to and from stakeholders will promote the operability of these processes.…”

Testing the antecedents of customer knowledge sharing on social media: a quantitative analysis on Italian consumers

“…Previous literature categorised customer knowledge into four types (for, about, from and with) (Jaziri, 2019;Muniz et al, 2020):…”

“…Previous literature categorised customer knowledge into four types ( for, about, from and with ) (Jaziri, 2019; Muniz et al. , 2020): Knowledge for c ustomer : this knowledge helps customers to better understand the company and facilitate the purchase journey.…”

“…Customer knowledge has been categorised into four types (for, about, from and with) (Jaziri, 2019;Muniz et al, 2020). However, other studies underline the key role of sharing knowledge among customers, which can encourage the growth of knowledge about a particular product and/or service, brands and new trends (Wu and Sukoco, 2010).…”

“…Customer knowledge has been categorised into four types ( for, about, from and with ) (Jaziri, 2019; Muniz et al. , 2020).…”