La gestión del conocimiento del cliente en la rede social: aplicación de la estructura smartur para la propuesta de soluciones inteligentes

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

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

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.

Palabras clave

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

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Referencias

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





Copyright (c) 2022 Emerson Cleister Lima Muniz, Gertrudes Aparecida Dandolini, Alexandre Augusto Biz, Alessandro Costa Ribeiro

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