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

Emerson Cleister Lima Muniz (Department of Production Engineering, Universidade Federal de Sergipe, São Cristóvão, Brazil)
Gertrudes Aparecida Dandolini (Knowledge Engineering Department, Universidade Federal de Santa Catarina, Florianópolis, Brazil)
Alexandre Augusto Biz (Knowledge Engineering Department, Universidade Federal de Santa Catarina, Florianópolis, Brazil)
Alessandro Costa Ribeiro (Knowledge Engineering Departament, Universidade Federal de Santa Catarina, Florianópolis, Brazil)

Journal of Knowledge Management

ISSN: 1367-3270

Article publication date: 17 November 2020

Issue publication date: 21 June 2021

1053

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

Copyright © 2020, Emerald Publishing Limited

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