Customer Knowledge Management in social media: application of the SMARTUR Framework for the proposition of smart solutions

Emerson Cleister Lima Muniz; Gertrudes Aparecida Dandolini; Alexandre Augusto Biz; Alessandro Costa Ribeiro

doi:10.14198/INTURI2022.24.14

Autores/as

Emerson Cleister Lima Muniz Federal University of Sergipe, Brasil https://orcid.org/0000-0002-9233-0618
Gertrudes Aparecida Dandolini Knowledge Engineering Department, Technological Center (CTC), Federal University of Santa Catarina, Brasil https://orcid.org/0000-0003-0867-9495
Alexandre Augusto Biz Knowledge Engineering Department, Technological Center (CTC), Federal University of Santa Catarina, Brasil https://orcid.org/0000-0003-3235-9328
Alessandro Costa Ribeiro Knowledge Engineering Department, Technological Center (CTC), Federal University of Santa Catarina, Brasil https://orcid.org/0000-0001-9278-5447

DOI:

https://doi.org/10.14198/INTURI2022.24.14

Palabras clave:

SMARTUR, Redes sociales, Gestión del conocimiento del cliente, Organización de gestión de destinos, TripAdvisor.

Resumen

Esta investigación demuestra la aplicación del marco Smart Management of the Tourist Experience (SMARTUR) en la gestión inteligente de experiencias turísticas compartidas en TripAdvisor, para proponer soluciones inteligentes en la ciudad de Florianópolis (Brasil). O trabalho apresenta também os principales resultados obtenidos con una aplicación do framework e sua contribución para uma gestão mais inteligente das experiências turísticas y consecuente melhoria destas experiências mediante criação de soluciones inteligentes voltadas para este fim. Además, la aplicación demostró la necesidad de remodelar la forma en que las Organizaciones de Gestión de Destinos gestionan el destino turístico y cómo SMARTUR puede contribuir a ello. Especialmente por detallar cómo los gestores de turismo pueden planificar, recopilar, tratar y analizar las experiencias turísticas a través de sus dimensiones específicas y así identificar puntos estratégicos en cada una de estas dimensiones que orienten a los gestates de turismo a proponer soluciones inteligentes más alineadas a las demandas turísticas.

Financiación

Santa Catarina State Research and Innovation Support Foundation (FAPESC), Brazilian National Council for Scientific and Technological Development (CNPQ), Brazilian National Coordination for the Improvement of Higher Education Personnel (CAPES)

Citas

Abubakar, A. M., and Ilkan, M. (2016). Impact of online WOM on destination trust and intention to travel: A medical tourism perspective. Journal of Destination Marketing and Management, 5(3), 192-201. doi: 10.1016/j.jdmm.2015.12.005

Aroeira, T., Dantas, A. C., and de Sevilha Gosling, M. (2016). Experiência turística memorável, percepção cognitiva, reputação e lealdade ao destino: um modelo empírico. Turismo-visão e ação, 18(3), 584-610. doi: 10.14210/rtva.v18n3.p584-610

Associação Brasileira de Normas Técnicas (2008). Sistemas de Gestão da Qualidade – Requisitos (Norma NBR ISO 9001:2008).

Attafar, A., Sadidi, M., Attafar, H., and Shahin, A. (2013). The role of customer knowledge management (CKM) in improving organization-customer relationship. Middle-East Journal of Scientific Research, 13(6), 829-835. doi: 10.5829/idosi.mejsr.2013.13.6.2533

Boes, K., Buhalis, D., Inversini, A. (2016). Smart tourism destinations: ecosystems for tourism destination competitiveness. International Journal of Tourism Cities, 2 (2), 108-124. doi: 10.1108/IJTC-12-2015-0032.

Buhalis, D., & Amaranggana, A. (2015). Smart tourism destinations enhancing tourism experience through personalisation of services. In Information and communication technologies in tourism 2015 (pp. 377-389). Springer, Cham. doi: 10.1007/978-3-319-14343-9_28

Celdrán-Bernabéu, M. A., Mazón, J.; Ivars-Baidal, J., Vera-Rebolloa, F. (2018). Smart tourism. Un estudio de mapeo sistemático. Cuadernos de Turismo, 41, 107-138. doi: 10.6018/turismo.41.326971.

Chua, A. Y., and Banerjee, S. (2013). Customer knowledge management via social media: the case of Starbucks. Journal of Knowledge Management. doi: 10.1108/13673271311315196

Daneshgar, F., and Parirokh, M. (2012). An integrated customer knowledge management framework for academic libraries. The Library Quarterly, 82(1), 7-28. doi: 10.1086/662943

Del Chiappa, G., and Baggio, R. (2015). Knowledge transfer in smart tourism destinations: Analyzing the effects of a network structure. Journal of Destination Marketing and Management, 4(3), 145-150. doi: 10.1016/j.jdmm.2015.02.001

Del Vecchio, P., Mele, G., Ndou, V., and Secundo, G. (2018a). Creating value from social big data: Implications for smart tourism destinations. Information Processing and Management, 54(5), 847-860. doi: 10.1016/j.ipm.2017.10.006

Del Vecchio, P., Secundo, G., and Passiante, G. (2018b). Analyzing Big Data through the lens of customer knowledge management. Kybernetes, 47 (7), 1348-1362. doi: 10.1108/K-07-2017-0273

Del Vecchio, P., Mele, G., Passiante, G., Vrontis, D., and Fanuli, C. (2020). Detecting customers knowledge from social media big data: toward an integrated methodological framework based on netnography and business analytics. Journal of Knowledge Management, 24 (4), 799-821, doi: 10.1108/JKM-11-2019-0637

Dos Santos, S. R., & Gândara, J. M. (2016). Destino turístico inteligente: construção de um modelo de avaliação com base em indicadores para planejamento, gestão e controle de destinos histórico-culturais patrimônio da humanidade, analisando o caso de São Luís (Maranhão, Brasil). CULTUR: Revista de Cultura e Turismo, 10(2), 69-79. Available in: http://periodicos.uesc.br/

Fang, B., Ye, Q., Kucukusta, D., and Law, R. (2016). Analysis of the perceived value of online tourism reviews: Influence of readability and reviewer characteristics. Tourism Management, 52, 498-506. doi: 10.1016/j.tourman.2015.07.018.

Femenia-Serra, F., and Neuhofer, B. (2018). Smart tourism experiences: conceptualisation, key dimensions and research agenda. Investigaciones Regionales – Journal of Regional Research, 42, 129-150.

Figueredo, M., Ribeiro, J., Cacho, N., Thome, A., Cacho, A., Lopes, F., Araujo, V. (2018). From photos to travel itinerary: A tourism recommender system for smart tourism destination. Proceedings - IEEE 4th International Conference on Big Data Computing Service and Applications (Big Data Service), 85-92. doi: 10.1109/BigDataService.2018.00021.

Garcia-Murillo, M., and Annabi, H. (2002). Customer knowledge management. Journal of the Operational Research society, 53(8), 875-884. doi: 10.1057/palgrave.jors.2601365

Gebert, H., Geib, M., Kolbe, L., and Brenner, W. (2003). Knowledge‐enabled customer relationship management: integrating customer relationship management and knowledge management concepts [1]. Journal of knowledge management. doi: 10.1108/13673270310505421.

Gibbert, M., Leibold, M., and Probst, G. (2002). Five styles of customer knowledge management, and how smart companies use them to create value. European management journal, 20(5), 459-469. doi: 10.1016/S0263-2373(02)00101-9

Ghaderi, Z., Hatamifar, P., Henderson, J. C. (2018). Destination selection by smart tourists: the case of Isfahan, Iran. Asia Pacific Journal of Tourism Research, 23 (4), 385-394. doi: 10.1080/10941665.2018.1444650

Gohary, A., and Hamzelu, B. (2016). Modeling customer knowledge management to make value co-creation. Business Information Review, 33(1), 19-27. doi: 10.1177/0266382116631850

Gretzel, U., Sigala, M., Xiang, Z., and Koo, C. (2015). Smart tourism: foundations and developments. Electronic Markets, 25(3), 179-188. doi: 10.1007/s12525-015-0196-8

Hosany, S., and Witham, M. (2010). Dimensions of cruisers’ experiences, satisfaction, and intention to recommend. Journal of Travel Research, 49(3), 351-364. doi: 10.1177/0047287509346859

Hwang, J.; Seo, S. (2016) A critical review of research on customer experience management. International Journal of Contemporary Hospitality Management, 28 (10), 2218-2246. doi: 10.1016/j.technovation.2005.05.005.

Ivars-Baidal, J. A., Celdrán-Bernabeu, M. A., Mazón, J. N., and Perles-Ivars, Á. F. (2017). Smart destinations and the evolution of ICTs: a new scenario for destination management? Current Issues in Tourism, 22(13), 1581-1600. doi: 10.1080/13683500.2017.1388771

Ivars-Baidal, J., Solsona Monzonís, F. J., and Giner Sánchez, D. (2016). Gestión turística y tecnologías de la información y la comunicación (TIC): El nuevo enfoque de los destinos inteligentes. Documents d'Anàlisi Geogràfica 62 (2), 327-327, doi: 10.5565/rev/dag.285

Ivars-Baidal, J. A. et al. Smart destinations and the evolution of ICTs: a new scenario for destination management? Current Issues in Tourism, v. 3500, n. October, p. 1-20, 2017. doi: 10.1080/13683500.2017.1388771

Kastenholz, E., Carneiro, M. J., Marques, C. P., and Loureiro, S. M. C. (2017). The dimensions of rural tourism experience: Impacts on arousal, memory, and satisfaction. Journal of Travel and Tourism Marketing, 35(2), 189-201. doi: 10.1080/10548408.2017.1350617

Kastenholz, E., Eusébio, C., & Carneiro, M. J. (2016). Purchase of local products within the rural tourist experience context. Tourism Economics, 22(4), 729-748. doi: 10.1177/1354816616654245

Khosravi, A., Che Hussin, A. R., and Dahlan, H. M. (2017). Toward a survey instrument for investigating customer knowledge management in software companies. Journal of Theoretical and Applied Information Technology, 95(23), 6494-6509.

Kim, J. H., Ritchie, J. B., and McCormick, B. (2012). Development of a scale to measure memorable tourism experiences. Journal of Travel research, 51(1), 12-25. doi: 10.1177/0047287510385467.

Lončarić, D., Prodan, M. P., and Dlačić, J. (2017). Co-creating tourist experiences to enhance customer loyalty and travel satisfaction.

Tourism in South East Europe..., 4, 321-334. doi: 10.20867/tosee.04.43

Mehmetoglu, M., and Engen, M. (2011). Pine and Gilmore's concept of experience economy and its dimensions: An empirical examination in tourism. Journal of Quality Assurance in Hospitality and Tourism, 12(4), 237-255. doi: 10.1080/1528008X.2011.541847

Molinillo, S., Liébana-Cabanillas, F., Anaya-Sánchez, R., and Buhalis, D. (2018). DMO online platforms: Image and intention to visit. Tourism management, 65, 116-130. doi: 10.1016/j.tourman.2017.09.021

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. doi: 10.1108/JKM-07-2020-0529

Nascimento, I., Maia, A. F., & de Oliveira Dias, P. O. (2012). A experiência como produto turístico: A emoção e a sensação do novo e diferente. Revista Turismo: estudos e práticas, 1(2).

Oh, H., Fiore, A. M., and Jeoung, M. (2007). Measuring experience economy concepts: Tourism applications. Journal of travel research, 46(2), 119-132. doi: 10.1177/0047287507304039

Ong, Y. X., and Ito, N. (2019). “I want to go there too!” Evaluating social media influencer marketing effectiveness: a case study of Hokkaido’s DMO. In Information and communication technologies in tourism 2019 (pp. 132-144). Springer, Cham. doi: 10.1007/978-3-030-05940-8

Park, M., Oh, H., & Park, J. (2010). Measuring the experience economy of film festival participants. International Journal of Tourism Sciences, 10(2), 35-54. doi: 10.1080/15980634.2010.11434625

Pine, B. J., Pine, J., and Gilmore, J. H. (1999). The experience economy: work is theatre and every business a stage. Harvard Business Press.

Quadri-Felitti, D. L., and Fiore, A. M. (2013). Destination loyalty: Effects of wine tourists’ experiences, memories, and satisfaction on intentions. Tourism and Hospitality Research, 13(1), 47-62. doi: 10.1177/1467358413510017.

Reinhold, S., Laesser, C., & Beritelli, P. (2018). The 2016 St. Gallen consensus on advances in destination management. Journal of destination marketing & management, 8, 426-431. doi: 10.1016/j.jdmm.2017.03.001

Simeon, M. I., Buonincontri, P., Cinquegrani, F., and Martone, A. (2017). Exploring tourists’ cultural experiences in Naples through online reviews. Journal of Hospitality and Tourism Technology, 8 (2) (2017), 220-238, doi: 10.1108/JHTT-10-2016-0067

Su, C. J., Lebrun, A. M., Bouchet, P., Wang, J. R., Lorgnier, N., and Yang, J. H. (2016). Tourists’ participation and preference-related belief in co-creating value of experience: a nature-based perspective. Service Business, 10(4), 823-846. doi: 10.1007/s11628-015-0292-z.

Taghizadeh, S. K., Rahman, S. A., and Hossain, M. M. (2018). Knowledge from customer, for customer or about customer: which triggers innovation capability the most?. Journal of Knowledge Management. doi: 10.1108/JKM-12-2016-0548

Thomaz, G. M., Biz, A. A., Bettoni, E. M., Mendes-Filho, L., and Buhalis, D. (2017). Content mining framework in social media: A FIFA world cup 2014 case analysis. Information and Management, 54(6), 786-801. doi: 10.1016/j.im.2016.11.005

Usugami, J. (2017, September). Cross-cultural customer knowledge management and service improvement in Japanese hospitality industries. In European Conference on Knowledge Management (pp. 999-1007). Academic Conferences International Limited.

Vila, T. D., González, E. A., Vila, N. A., and Brea, J. A. F. (2021). Indicators of Website Features in the User Experience of E-Tourism Search and Metasearch Engines. Journal of theoretical and applied electronic commerce research, 16(1), 18-36. doi: 10.4067/S0718-18762021000100103.

Wu, J., Guo, B., and Shi, Y. (2013). Customer knowledge management and IT-enabled business model innovation: A conceptual framework and a case study from China. European management journal, 31(4), 359-372. doi: 10.1016/j.emj.2013.02.001

Zhang, H., Gupta, S., Sun, W., and Zou, Y. (2020). How social-media-enabled co-creation between customers and the firm drives business value? The perspective of organizational learning and social Capital. Information and Management, 57(3), 103200. doi: 10.1016/j.im.2019.103200