Customer knowledge management and smart tourism destinations: a framework for the smart management of the tourist experience – SMARTUR
Journal of Knowledge Management
ISSN: 1367-3270
Article publication date: 17 November 2020
Issue publication date: 21 June 2021
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.
Keywords
Acknowledgements
The researchers would like to thank the Santa Catarina State Research and Innovation Support Foundation (FAPESC), the Brazilian National Council for Scientific and Technological Development (CNPQ), the Brazilian National Coordination for the Improvement of Higher Education Personnel (CAPES) for the financial support granted to the authors since the planning of the research until its conclusion. They would also like to thank the Federal University of Sergipe and Federal University of Santa Catarina for all the support provided to the authors throughout the development of the research.
Citation
Muniz, E.C.L., Dandolini, G.A., Biz, A.A. and Ribeiro, A.C. (2021), "Customer knowledge management and smart tourism destinations: a framework for the smart management of the tourist experience – SMARTUR", Journal of Knowledge Management, Vol. 25 No. 5, pp. 1336-1361. https://doi.org/10.1108/JKM-07-2020-0529
Publisher
:Emerald Publishing Limited
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