Turismo, gestión del conocimiento y sus procesos

revisión integradora de la literatura

Autores/as

DOI:

https://doi.org/10.7784/rbtur.v16.2368

Palabras clave:

Gestión del conocimiento, Turismo, Revisión integradora, Intercambio de conocimientos, Conocimiento tácito.

Resumen

Cuando se trata de la gestión del conocimiento (GC), una de las formas de clasificarlo es a través de sus procesos. Cuando se trata de turismo, son los sectores los que revelan su desarrollo práctico. En esta coyuntura, este artículo tiene como objetivo analizar cuáles son los sectores turísticos que están considerando la GC en sus investigaciones, así como qué procesos de GC son más utilizados en los estudios turísticos. Para ello, esta investigación está respaldada por una revisión integradora de la literatura y sigue los lineamientos de la recomendación PRISMA. Debido al protocolo de investigación establecido y utilizando las bases de datos Scopus y Web of Science, se obtuvo una muestra de 376 artículos, de los cuales 107 cumplieron con los criterios de elegibilidad. Los resultados de la investigación son: (1) los sectores más representativos son el macro turismo y el segmento de servicios de alojamiento; (2) se hace hincapié en los procesos de intercambio y transferencia de conocimientos; (3) las investigaciones destacan el conocimiento tácito, dada su complejidad y el diferencial competitivo; (4) las investigaciones sobre la GC en el turismo recibieron críticas por la baja calidad, la complejidad del lenguaje científico o la desconexión con el mercado.

Descargas

Los datos de descargas todavía no están disponibles.

Biografía del autor/a

Marcelo Henrique Otowicz, Federal University of Santa Catarina (UFSC), Florianópolis, SC, Brazil.

Doctoral candidate and Master in Engineering and Knowledge Management (UFSC), and Graduated in Mechanical Engineering (URI Erechim). Member of the KnowTour research group - Knowledge Engineering in Smart Tourism Destinations. Develops research on smart tourism and smart tourism businesses.

Leonardo Lincoln Leite de Lacerda, Federal University of Santa Catarina (UFSC), Florianópolis, SC, Brazil.

Doctoral candidate in Engineering and Knowledge Management (UFSC), Master and Specialist in Leisure Studies (UFMG), and Graduated in Tourism (Unicentro Newton Paiva). Member of the KnowTour research group - Knowledge Engineering in Smart Tourism Destinations. Develops research on Knowledge Commons and Tourism Commons.

Luana Emmendoerfer, Federal University of Santa Catarina (UFSC), Florianópolis, SC, Brazil.

Doctoral candidate in Engineering and Knowledge Management (UFSC), Master in Territorial Planning and Social and Environmental Development (UDESC) and Specialist in Regional Development (UFPR), and Bachelor in Tourism and Hospitality (UNIVALI). Member of the KnowTour research group - Knowledge Engineering in Smart Tourism Destinations. Develops research on Knowledge Governance and Tourism Intelligence Systems.

Alexandre Augusto Biz, Federal University of Santa Catarina (UFSC), Florianópolis, SC, Brazil.

Professor of the Postgraduate Program in Engineering and Knowledge Management (UFSC), Post-Doctor of Business CNPq, Doctor in Engineering and Knowledge Management (UFSC), Master and Graduate in Tourism and Hospitality (UNIVALI). Leader of the KnowTour research group - Knowledge Engineering in Smart Tourism Destinations. Develops research on Smart Tourism Destinations, Engineering Applications and Knowledge Management for Tourism.

Citas

Alvarez-Gonzalez, J. A., & Gonzalez-Morales, M. O. (2014). The role of knowledge-intensive business services in Spa-nish local tourist production systems. Tourism Economics, 20(2), 355-371. https://doi.org/10.5367/te.2013.0276

Ansarah, M. G. dos R. (2001). Como aprender Turismo, como ensinar. 2° ed. São Paulo: Editora SENAC São Paulo.

Avdimiotis, S. (2012). Tacit knowledge transfer in tourism organisations, based on the development of fuzzy rules. International Journal of Tourism Policy, 4(3). https://dx.doi.org/10.1504/IJTP.2012.049721

Avdimiotis, S. (2016a). Tacit Knowledge Management Within Hospitality Establishments: Revealing the Body of the Iceberg. International Journal of Knowledge Management, 12(3). http://dx.doi.org/10.4018/IJKM.2016070102

Avdimiotis, S. (2016b). We do more than we can tell. Perspectives of tacit knowledge transfer in tourism accommo-dation establishments. Tourismos, 11(4).

Baggio, R., & Cooper, C. (2010). Knowledge transfer in a tourism destination: The effects of a network structure. Ser-vice Industries Journal, 30(10), 1757-1771.1 https://doi.org/10.1080/02642060903580649

Batista-Matamoros, C. R., Velázquez-Zaldívar, R., Díaz-Contreras, C., & Ronda-Pupo, G. A. (2015). Alignment between decision making process and knowledge management: The case of touristic business enterprises. Ingeniare, 23(4), 540-555.1 http://dx.doi.org/10.4067/S0718-33052015000400006

Bednarska, M., & Olszewski, M. (2013). Students’ attitudes towards career in the tourism industry–implications for tacit knowledge management. Journal of Entrepreneurship Management and Innovation (JEMI), 9(1), 119-134. http://dx.doi.org/10.7341/2013917

Bennett, N., & Lemoine, J. (2014). What VUCA really means for you. Harvard Business Review, 92(1/2). https://ssrn.com/abstract=2389563

Bilgihan, A., Barreda, A., Okumus, F., & Nusair, K. (2016). Consumer perception of knowledge-sharing in travel-related online social networks. Tourism Management, 52, 287-296.1 https://doi.org/10.1016/j.tourman.2015.07.002

Biz, A. A., Todesco, J. L., & Rados, G. J. V. (2013). Reference model for assessment of tourism portals with the support of knowledge management. Gestão e Produção, 20(4). https://doi.org/10.1590/S0104-530X2013005000010

Braun, P., & Hollick, M. (2006). Tourism skills delivery: Sharing tourism knowledge online. Education and Training, 48(8/9), 693-703.1 https://doi.org/10.1108/13673270910971798

Bruyn, C. de, & Alonso, A. F. (2012). Tourism Destination Governance. Guidelines for implementation. In: Fayos-Solà (ed.). Knowledge Management in Tourism: Policy and Governance Applications. Emerald Group Publishing, 4, 221-242. http://dx.doi.org/10.1108/S2042-1443(2012)0000004017

Calantone, R. J., & Dibenedetto, C. A. (1991). Knowledge acquisition modeling in tourism. Annals of Tourism Rese-arch, 18, 202-212.1 https://doi.org/10.1016/0160-7383(91)90004-U

Caldeira Sanches, A., Sauer, L., & Binotto, E. (2019). Análise dos Estudos sobre Indicadores de Sustentabilidade no Turismo: uma revisão integrativa. Turismo em Análise, 29(2), 292-311. https://doi.org/10.11606/issn.1984-4867.v29i2p292-311

Cavalcanti, M., & Gomes, E. (2001). Inteligência empresarial: um novo modelo de gestão para a nova economia. Produção, 10(2), 53-64. http://dx.doi.org/10.13140/2.1.1503.1683

Chang, Y. C. (2018). Analyzing the moderating effect of knowledge innovation of tourism and hospitality department teachers on student creative self-efficacy and innovation behaviors by using hierarchical linear modeling. Cogent Education, 5.1 https://doi.org/10.1080/2331186X.2018.1535755

Clarke, A.; Raffay, Á., & Wiltshier, P. (2009). Losing It: Knowledge Management In Tourism Development Projects. Tourismos, 4(3), 149-166. https://mpra.ub.uni-muenchen.de/id/eprint/25438

Cooper, C. (2006). Knowledge management and tourism. Annals of Tourism Research, 33(1), 47–64. https://doi.org/10.1016/j.annals.2005.04.005

Cooper, C, Volvo, S., Gartner, W. C., & Scott, N. (2018). The SAGE handbook of tourism studies. Londres: Sage Publica-tions, 2018.

Czernek, K. (2017). Tourism features as determinants of knowledge transfer in the process of tourist cooperation. Current Issues in Tourism, 20(2), 204-220. https://doi.org/10.1080/13683500.2014.944107

Dalkir, K. 2005. Future Challenges for Knowledge Management. In: Dalkir, K. (Ed.). Knowledge Management in The-ory and Practice. Boston: Elsevier.

Davidson, C., & Voss, P. (2002). Knowledge Management. Auckland: Tandem.

Del Chiappa, G., & Baggio, R. (2015). Knowledge transfer in smart tourism destinations: Analyzing the effects of a network structure. Journal of Destination Marketing and Management, 4,145-150.1 http://dx.doi.org/10.1016/j.jdmm.2015.02.001 2212-571X/& 2015

Del Vecchio, P., Secundo, G., & Passiante, G. (2018). Analyzing Big Data through the lens of customer knowledge management: Evidence from a set of regional tourism experiences. Kybernetes, 47(7), 1348-1362.1 https://doi.org/10.1108/K-07-2017-0273

Do Rosário Borges, M., Eusébio, C., & Carvalho, N. (2012). Knowledge transfer for the development of sustainable tourism: Focus on official Portuguese tourism websites. International Journal of Tourism Policy, 4(3), 183-205.1 http://dx.doi.org/10.1504/IJTP.2012.049718

Doolen, J. (2017). Meta-analysis, systematic, and integrative reviews: an overview. Clinical Simulation in Nursing, 13(1), 28-30. https://doi.org/10.1016/j.ecns.2016.10.003

Dredge, D. & Jamal, T. (2015). Progress in tourism planning and policy: A post-structural perspective on knowledge production. Tourism Management, 51, 285-297.1 https://doi.org/10.1016/j.tourman.2015.06.002

Durmusoglu, S. S., Nayir, D. Z., Chaudhuri, M., Chen, J., Joens, I., & Scheuer, S. (2018). Barriers to firm service inno-vativeness in emerging economies. Journal of Services Marketing. http://doi.org/10.1108/JSM-11-2016-0411

Edwards, D., Cheng, M., Wong, I. A., Zhang, J., & Wu, Q. (2017). Ambassadors of knowledge sharing: Co-produced travel information through tourist-local social media exchange. International Journal of Contemporary Hospi-tality Management, 29(2), 690-708.1 https://doi.org/10.1108/IJCHM-10-2015-0607

Evans, M., Dalkir, K., & Bidian, C. (2014). A Holistic View of the Knowledge Life Cycle: The Knowledge Management Cycle (KMC) Model. The Electronic Journal of Knowledge Management, 12(2), 85-97. https://api.semanticscholar.org/CorpusID:198943605

FEBC International. (2019). Hotel Statistics: February 2019 Infographic. http://www.febcinternational.com/hotel-statistics-february-2019-infographic/

Femenia-Serra, F., & Neuhofer, B. (2018). Smart Tourism Experiences: Conceptualisation, key dimensions and rese-arch agenda. Investigaciones Regionales. Journal of Regional Research, 42, 129-150.

Firdauz, A. M., Sapri, M., & Mohammad, I. S. (2015). Facility management knowledge development in Malaysia: Added value in hospitality managerial competency. Facilities, 33(1/2), 99-118.1 https://doi.org/10.1108/F-04-2013-0034

Frechtling, D. C. (2004). Assessment of tourism/hospitality journals' role in knowledge transfer: An exploratory study. Journal of Travel Research, 43(2), 100-107. https://doi.org/10.1177/0047287504268230

Fuchs, M., Abadzhiev, A., Svensson, B., Höpken, W., & Lexhagen, M. (2013). A Knowledge Destination Framework for tourism sustainability: A Business Intelligence application from Sweden. Tourism, 61(2), 121-148.1 https://hrcak.srce.hr/106864

Fuchs, M., Höpken, W., & Lexhagen, M. (2014). Big data analytics for knowledge generation in tourism destinations - A case from Sweden. Journal of Destination Marketing and Management, 1-28.1 http://doi.org/10.1016/j.jdmm.2014.08.002

Gamble, P. Chalder, M., & Stone, M. (2001). Customer knowledge management in the travel industry. Journal of Va-cation Marketing, 7(1), 83-91. https://doi.org/10.1177/135676670100700108

García-Crespo, A., Colomo-Palacios, R., Gómez-Berbís, J. M., Chamizo, J., & Rivera, I. (2010). Intelligent Decision-Support Systems for e-Tourism: Using SPETA II as a Knowledge Management Platform for DMOs and e-Tourism Service Providers. International Journal of Decision Support System Technology, 2(1), 36-48.1 https://doi.org/10.4018/jdsst.2010101603

Gawlik, A., & Puciato, D. (2015). The extend to which the concept of knowledge management is used in selected travel agencies located in the Opole province. E-MENTOR, 58(1), 49-53.1 https://doi.org/10.15219/em58.1156

Gonda, T., & Horvath; A. (2017). Non-governmental organisations in the Hungarian -Hungarian knowledge transfer of organising tourism. Civil Szemle, 3(14), 51-64.1

Gonzalez, R. V. D., & Martins, M. F. (2017). O Processo de Gestão do Conhecimento: uma pesquisa teórico-conceitual. Gestão & Produção, 24(2), 248-265. 7 http://doi.org/10.1590/0104-530X0893-15

Greiner, M. E., Böhmann, T., & Krcmar, H. (2007). A strategy for knowledge management. Journal of knowledge ma-nagement, 11(6), 3-15. https://doi.org/10.1108/13673270710832127

Grinberga-Zalite, G., Vitolina, Z., & Rivza, B. (2017). Knowledge and skills transfer for sustainabile rural tourism in the Baltic sea countries. Turkish Online Journal of Educational Technology 2017, 350-354.

Gronau, N. (2002). The knowledge café - a knowledge management system and its application to hospitality and tourism. Journal of Quality Assurance in Hospitality & Tourism, 3(3-4), 75-88.1 https://doi.org/10.1300/J162v03n03_05

Gruber, T. R. (1995). Toward principles for the design of ontologies used for knowledge sharing?. International Journal of Human-Computer Studies, 43(5-6), 907-928. https://doi.org/10.1006/ijhc.1995.1081

Gupta, B., Iyer, L. S., & Aronson, J. E. (2000). Knowledge management: practices and challenges. Industrial manage-ment & data systems, 100(1), 17-21. http://dx.doi.org/10.1108/02635570010273018

Hagen, D., Vistad, O. I., Eide, N. E., Flyen, A. C., & Fangel, K. (2012). Managing visitor sites in Svalbard: from a pre-cautionary approach towards knowledge-based management. Polar Research, 31(1).1 https://doi.org/10.3402/polar.v31i0.18432

Hallin, C. A., & Marnburg, E. (2008). Knowledge management in the hospitality industry: A review of empirical rese-arch. Tourism Management, 29, 366-381. https://doi.org/10.1016/j.tourman.2007.02.019

Hardy, A., Vorobjovas-Pinta, O., & Eccleston, R. (2018). Enhancing knowledge transfer in tourism: An Elaboration Li-kelihood Model approach. Journal of Hospitality and Tourism Management, 37(33-41). https://doi.org/10.1016/j.jhtm.2018.09.002

Hawkins, D. E. (2006). Transferring tourism knowledge: The role of higher education institutions. Journal of Quality Assurance in Hospitality and Tourism, 7(1-2),13-27.1 https://doi.org/10.1300/J162v07n01_02

Hawkins, D. E., Elliott, S. M., & Yu, L. (2012). Tourism knowledge sharing, A virtual consensus building approach. Brid-ging Tourism Theory and Practice, 4, 33-53.1 https://doi.org/10.1108/S2042-1443(2012)0000004005

Heisig, P. (2009). Harmonisation of knowledge management–comparing 160 KM frameworks around the globe. Journal of knowledge management, 13(4), 4-31. https://doi.org/10.1108/13673270910971798

Higuchi, Y., & Yamanaka, Y. (2017). Knowledge sharing between academic researchers and tourism practitioners: a Japanese study of the practical value of embeddedness, trust and co-creation. Journal of Sustainable Tou-rism, 25(10), 1456-1473.1 https://doi.org/10.1080/09669582.2017.1288733

Hoarau, H. (2014). Knowledge acquisition and assimilation in tourism-innovation processes. Scandinavian Journal of Hospitality and Tourism, 14(2), 135-151. https://doi.org/10.1080/15022250.2014.887609

Hu, M. L. M., Horng, J. S., & Sun, Y. H. C. (2009). Hospitality teams: Knowledge sharing and service innovation perfor-mance. Tourism management, 30(1), 41-50. https://doi.org/10.1016/j.tourman.2008.04.009

Huang, Y., Basu, C., & Hsu, M. K. (2010). Exploring motivations of travel knowledge sharing on social network sites: an empirical investigation of US college students. Journal of hospitality marketing & management, 19(7), 717-73. 1 https://doi.org/10.1080/19368623.2010.508002

Hung, K., Li, X., Pan, B., & Petrick, J. F. (2010). Knowledge dissemination in tourism education: A case of tourism mar-keting. Journal of Travel & Tourism Marketing, 27(5), 519-532. 1 https://doi.org/10.1080/10548408.2010.499063

Idrees, I. A., Vasconcelos, A. C., & Ellis, D. (2018). Clique and elite: inter-organizational knowledge sharing across five star hotels in the Saudi Arabian religious tourism and hospitality industry. Journal of Knowledge Manage-ment, 22(6), 1358-1378. 1 https://doi.org/10.1108/JKM-07-2017-0276

Jensen, J. L. (2008). Virtual Tourist: knowledge communication in an online travel community. International Journal of Web Based Communities, 4(4), 503-522. 1 https://doi.org/10.1504/IJWBC.2008.019553

Jetter, L. G., & Chen, R. J. C. (2012). An exploratory investigation of knowledge sharing and cooperative marketing in tourism alliances. International Journal of Hospitality & Tourism Administration, 13(2), 131-144. 1 https://doi.org/10.1080/15256480.2012.669314

Jing, F., Chakpitak, N., Goldsmith, P., Sureephong, P., & Kunarucks, T. (2012). Creating a knowledge supply chain for e-tourism curriculum design: Integrating knowledge management and supply chain management. Internatio-nal Journal of Knowledge Management (IJKM), 8(4), 71-94. 1 https://doi.org/10.4018/jkm.2012100104

Karagiannis, S., & Apostolou, A. (2004). Knowledge Management in Eco-tourism: A case study. In: Lecture Notes in Computer Science, Springer, 508-521. 1 https://doi.org/10.1007/978-3-540-30545-3_48

Kim, T. T., & Lee, G. (2013). Hospitality employee knowledge-sharing behaviors in the relationship between goal ori-entations and service innovative behavior. In: International Journal of Hospitality Management: Elsevier, (34), 324-337. 1 https://doi.org/10.1016/j.ijhm.2013.04.009

Kim, N., & Shim, C. (2018). Social capital, knowledge sharing and innovation of small- and medium-sized enterprises in a tourism cluster. International Journal of Contemporary Hospitality Management, 30(6), 2417-2437. 1 https://doi.org/10.1108/IJCHM-07-2016-0392

Kim, N., & Shim, C. (2019). Taking it personally: How to increase interorganizational knowledge sharing in a tourist district. Tourism and Hospitality Research, 19(1), 85-97. 1 https://doi.org/10.1177/1467358417704886

King, B. E., Breen, J., & Whitelaw, P. A. (2014). Hungry for growth? Small and medium-sized tourism enterprise (SMTE) business ambitions, knowledge acquisition and industry engagement. International Journal of Tourism Re-search, 16, 272–281. https://doi.org/10.1002/jtr.1926

Kirillova, K., Lehto, X., & Cai, L. (2016). Existential Authenticity and Anxiety as Outcomes: The Tourist in the Experience Economy. International Journal of Tourism Research, 19(1), 13-26. https://doi.org/10.1002/jtr.2080

Korzun, D., Varfolomeyev, A., Yalovitsyna, S., & Volokhova, V. (2017). Semantic infrastructure of a smart museum, toward making cultural heritage knowledge usable and creatable by visitors and professionals. Personal and Ubiquitous Computing. Springer, 21, 345–354. 1 https://doi.org/10.1007/s00779-016-0996-7

Krobb, F., & Müller, D. (2016). Special section on travel writing and knowledge transfer. Itinerant Knowledge Produc-tion in European Travel Writing-Introduction. Transfers, 6(3), 41-48. 1 https://doi.org/10.3167/TRANS.2016.060304

Ku, E. C. S. (2014). Distributed fascinating knowledge over an online travel community. International Journal of Tou-rism Research, 16(1), 33-43. https://doi.org/10.1002/jtr.1895

Ku, E. C. S., & Fan, Y. W. (2009). Knowledge sharing and customer relationship management in the travel service alliances. Total Quality Management & Business Excellence. University of Connecticut, Mortimer House, 37-41. https://doi.org/10.1080/14783360903248880

Lee, R. P., Ginn, G. O., & Naylor, G. (2009). The impact of network and environmental factors on service innovative-ness. Journal of Services Marketing, 23(6), 397-406. https://doi.org/10.1108/08876040910988183

Lee, K. H., & Hyun, S. S. (2018). The effects of tourists’ knowledge-sharing motivation on online tourist community loyalty: the moderating role of ambient stimuli. Current Issues in Tourism, 21(13), 1521-1546. https://doi.org/10.1080/13683500.2016.1145197

Lee, H., Reid, E., & Kim, W. G. (2014). Understanding Knowledge Sharing in Online Travel Communities: Antecedents and the Moderating Effects of Interaction Modes. In: Journal of Hospitality & Tourism Research, 38(2), 222-242. https://doi.org/10.1177/1096348012451454

Li, Y. Q., & Liu, C. H. (2016). Knowledge Cooperation Diversification Strategy for Tourism Scholar Creativity: The Mode-rating Role of Tie Strength. Asia Pacific Journal of Tourism Research, 21(1), 94-117. 1 https://doi.org/10.1080/10941665.2015.1025086

Li, Y. Q., & Liu, C. H. (2018). The role of network position, tie strength and knowledge diversity in tourism and hospita-lity scholars' creativity. Tourism Management Perspectives. Elsevier, 27, 136-151. 1 https://doi.org/10.1016/j.tmp.2018.06.006

Liao, S. H, Chen, Y. J., & Deng, M. Y. (2010). Mining customer knowledge for tourism new product development and customer relationship management. Expert Systems with Applications, 37, 4212–4223. 1 https://doi.org/10.1016/j.eswa.2009.11.081

Long, P. (2017). The parallel worlds of tourism destination management and the creative industries: exchanging knowledge, theory and practice. Journal of Policy Research in Tourism, Leisure and Events, 9(3), 331–340. https://doi.org/10.1080/19407963.2017.1308950

Macbeth, J., Carson, D., & Northcote, J. (2004). Social Capital, Tourism and Regional Development: SPCC as a Basis for Innovation and Sustainability. Current Issues in Tourism, 7(6), 502–522. https://doi.org/10.1080/1368350050408668200

Makkonen, T., Williams, A. M., Weudenfeld, A., & Kaisto, V. (2018). Cross-border knowledge transfer and innovation in the European neighbourhood: Tourism cooperation at the Finnish-Russian border. Tourism Management, 68, 140-151. 1 https://doi.org/10.1016/j.tourman.2018.03.008

Manrique-Sancho, O. M. T., Avelar, S., Iturrioz-Aguirre, T., & Manso-Callejo, M. A. (2018). Using the Spatial Knowledge of Map Users to Personalize City Maps: A Case Study with Tourists in Madrid, Spain. International Journal of Geo-Information, 7(8), 1-16. 1 https://doi.org/10.3390/ijgi7080332

Martinez-Martinez, A., Cegarra-Navarro, J. G., & Garcia-Perez, A. (2015). Environmental knowledge management: A long-term enabler of tourism development. Tourism Management, 50, 281-291. 1 https://doi.org/10.1016/j.tourman.2015.03.006

Martínez-Ros, E., & Orfila-Sintes, F. (2012). Training plans, manager’s characteristics and innovation in the accom-modation industry. International Journal of Hospitality Management, 31(3), 686–964. https://doi.org/10.1016/j.ijhm.2011.09.004

Maswera, T., Dawson, R., & Edwards, J. (2005). Assessing the levels of knowledge transfer within e-commerce websi-tes of tourist organisations in Africa. In: Electronic Journal of Knowledge Management, 4(1), 59-66.

Mikalef, K. Giannakos, M. N, Chorianopoulos, K., & Jaccheri, L. (2013). Does informal learning benefit from interacti-vity? The effect of trial and error on knowledge acquisition during a museum visit. International Journal of Mobile Learning and Organisation, 11, 7(2), 158-175. 1 https://doi.org/10.1504/IJMLO.2013.055620

Minkov, E., Kahanov, K., & Kuflik, T. (2017). Graph‐based recommendation integrating rating history and domain knowledge: Application to on‐site guidance of museum visitors. Journal of the Association for Information Science and Technology, 68(8), 1911-1924. 1 https://doi.org/10.1002/asi.23837

Motshegwa, N. (2017). Knowledge retention strategies employed by Botswana's tourism and hospitality industry: The case of Gaborone. Tourism Management Perspectives, 24, 107-110.1

Musulin, J., Gamulin, J., & Crnojevac, I. H. (2011). Knowledge management in tourism: The importance of tacit kno-wledge and the problem of its elicitation and sharing. In: 2011 Proceedings of the 34th International Con-vention MIPRO, 981-987.

Nadkarni, S. (2008). Knowledge creation, retention exchange, devolution, interpretation and treatment (K-CREDIT) as an economic growth driver in pro-poor tourism. Current Issues in Tourism, 11(5), 456-472. 1 https://doi.org/10.1080/13683500802316048

Nissan, E. (1987). Knowledge-based computer systems for tasks in hospitality management or related areas: ac-commodation (lodging, alimentation) and leisure. International Journal Hospitality Management. 6(4), 199-202.1

Nonaka, I., & Konno, N. (1998). The Concept of “Ba”: Building a Foundation for Knowledge Creation. California Ma-nagement Review, 40(3). https://doi.org/10.2307/41165942

Nonaka, I, & Takeuchi, H. (1997). Criação de conhecimento na empresa. 5. ed. Rio de Janeiro: Campus.

North, K., & Kumta, G. (2018). Knowledge management: Value creation through organizational learning. Springer. https://doi.org/10.1007/978-3-319-59978-6

Okazaki, S., Andreu, L., & Campo, S. (2017). Knowledge sharing among tourists via social media: A comparison between Facebook and TripAdvisor. International Journal of Tourism Research, 19(1), 107-119. 1 https://doi.org/10.1002/jtr.2090

Okumus, F. (2013). Facilitating knowledge management through information technology in hospitality organizations. Journal of Hospitality and Tourism Technology, 4(1), 64–80. 1 https://doi.org/10.1108/17579881311302356

Orchiston, C., & Higham, J. E. S. (2016). Knowledge management and tourism recovery (de) marketing: the Chris-tchurch earthquakes 2010–2011. Current Issues in Tourism, 19(1), 64-84. 1 https://doi.org/10.1080/13683500.2014.990424

Panosso Netto, A. O que é turismo?. São Paulo: Brasiliense, 2010.

Paraskevas, A., Altinay, L., Mclean, J., & Cooper, C. (2013). Crisis knowledge in tourism: Types, flows and governance. Annals of Tourism Research. Elsevier, 41, 130–152. 1 https://doi.org/10.1016/j.annals.2012.12.005

Pennings, M., Cushing, D. F., Gomez, R., Dyson, C., & Coombs, C. (2019). Gaining “Raw Insider Knowledge”: The Bene-fits and Challenges of International Study Tours for Creative Industries Students. International Journal of Art & Design Education, 38(2), 539-554. 1 https://doi.org/10.1111/jade.12219

Pereira, C., Alves, H., & Ferreira, J. J. (2021). Impact of Tacit Knowledge on Tourist Loyalty: Some Evidence From Rural Tourism. In: Handbook of Research on Human Capital and People Management in the Tourism Industry, IGI Global, 303-328. https://doi.org/10.4018/978-1-7998-4318-4.ch015

Petrocchi, M. (2002). Hotelaria: planejamento e gestão. Futura, São Paulo.

Petrou, A., & Daskalopoulou, I. (2013). Social capital and innovation in the services sector. European Journal of Inno-vation Management, 16(1), 50-69. https://doi.org/10.1108/14601061311292850

Pikkemaat, B. (2008). Innovation in small and medium-sized tourism enterprises in Tyrol, Austria. The International Journal of Entrepreneurship and Innovation, 9(3), 187-197. https://doi.org/10.5367/000000008785096601

Piva, M., Tani, M., & Vivarelli, M. (2018). Business visits, knowledge diffusion and productivity. Journal of Population Economics, 31(4), 1321-1338. 1 https://doi.org/10.1007/s00148-017-0679-3

PRISMA (2019a). PRISMA Checklist. http://www.prisma-statement.org/PRISMAStatement/Checklist

PRISMA (2019b). PRISMA Flow Diagram. http://www.prisma-statement.org/PRISMAStatement/FlowDiagram

Pyo, S. (2005). Analytical knowledge management for tourist destinations. Tourism Analysis, 10(2), 187-196.1 https://doi.org/10.3727/108354205776259303

Quijano-García, R. A., Arquelles-Ma, L. A., & Medina-Blum, F. (2017). Knowledge management in the organizational culture of tourism MSMEs. ECORFAN Journal-Mexico, 8-19.1

Racherla, P., & Hu, C. (2009). A framework for knowledge-based crisis management in the hospitality and tourism industry. Cornell Hospitality Quarterly, 50(4), 561-577.1 https://doi.org/10.1177/1938965509341633

Ribière, V., & Walter, C. (2013). 10 years of KM theory and practices. Knowledge Management Research & Practice, 11(1), 4-9. https://doi.org/10.1057/kmrp.2012.64

Ruhanen, L. (2008). Progressing the sustainability debate: A knowledge management approach to sustainable tou-rism planning. Current Issues in Tourism, 11(5), 429-455.1 https://doi.org/10.1080/13683500802316030

Ruhanen, L., & Cooper, C. (2004). Applying a knowledge management framework to tourism research. Tourism Re-creation Research, 29(1), 83-87. https://doi.org/10.1080/02508281.2004.11081434

Scott, N., & Ding, P. (2008). Management of tourism research knowledge in Australia and China. Current Issues in Tourism, 11(6), 514-528.1 https://doi.org/10.1080/13683500802475802

Scott, N., & Laws, E. (2006). Knowledge sharing in tourism and hospitality. Journal of Quality Assurance in Hospitality & Tourism, 7(1-2), 1-12.1 https://doi.org/10.1300/J162v07n01_01

Serrat, O. (2010). Knowledge solutions: Tools, methods, and approaches to drive development forward and enhance its effects. Asian Development Bank.

Shafiee, S., Ghatari, A. R., Hasanzadeh, A., & Jahanyan, S. (2019). Developing a model for sustainable smart tourism destinations: A systematic review. Tourism Management Perspectives, 31, 287-300. https://doi.org/10.1016/j.tmp.2019.06.002

Shalikar, S., Rahim, N. Z. A., & Jafari, S. (2015). Evaluating the level of knowledge management capability in Medical Tourism industry of Malaysia. ARPN Journal of Engineering and Applied Sciences, 10(23), 17640-17648.1

Shaw, G., & Williams, A. (2009). Knowledge transfer and management in tourism organisations: An emerging rese-arch agenda. Tourism Management, 30(3), 325-335. https://doi.org/10.1016/j.tourman.2008.02.023

Sigala, M., & Chalkiti, K. (2014). Investigating the exploitation of web 2.0 for knowledge management in the Greek tourism industry: An utilization-importance analysis. Computers in Human Behavior, 30, 800-812. https://doi.org/10.1016/j.chb.2013.05.032

Sompong, N., Rampai, N., & Kheerajitt, C. (2015). Knowledge management of local wisdom model for tourism along the route of lower central provinces of Thailand. Turkish Online Journal of Educational Technology, 2015, 271-276.1

Sørensen, F., & Jensen, J. F. (2015). Value creation and knowledge development in tourism experience encounters. Tourism Management, 46, 336-346.1 https://doi.org/10.1016/j.tourman.2014.07.009

Souza, M. T. D., Silva, M. D. D., & Carvalho, R. D. (2010). Revisão integrativa: o que é e como fazer. Einstein, 8(1), 102-106. https://doi.org/10.1590/S1679-45082010RW1134

Steil, A. V. (2007). Estado da arte das definições de gestão do conhecimento e seus subsistemas. Florianópolis: Instituto Stela. Technical Report.

Suraya, H., & Ahmad, H. (2008). Knowledge management in tourism industry: KMS for tourist information counter in Malaysia. Journal of Information & Knowledge Management, 7(03), 159-172.1 https://doi.org/10.1142/S0219649208002068

Tachapetpaiboon, N., & Kularbphettong, K. (2015). Ontology based knowledge management for cultural tourism. Journal of Theoretical & Applied Information Technology, 75(3).

Tadini, R., Gauna, C., Mascarenhas, M., & Pereira, E. (2017). Eventos desportivos e Turismo: Revisão sistemática da literatura. Revista Intercontinental de Gestão Desportiva, 7(3), 338-340.

Tangaraja, G., Rasdi, R. M., Samah, B. A., & Ismail, M. (2016). Knowledge sharing is knowledge transfer: a misconcep-tion in the literature. Journal of Knowledge Management, 20(4), 653-670. https://doi.org/10.1108/JKM-11-2015-0427

Tani, M. (2010). International labor visits and knowledge transfers. Asian and Pacific Migration Journal, 19(1), 117-142.1 https://doi.org/10.1177/011719681001900106

Theobald, W. (2002). Turismo Global (2a ed.). São Paulo: Ed. Senac.

Thomas, R. (2012). Business elites, universities and knowledge transfer in tourism. Tourism Management, 33(3), 553-561. https://doi.org/10.1016/j.tourman.2011.06.009

Torraco, R. J. (2016). Writing integrative literature reviews: Using the past and present to explore the future. Human resource development review, 15(4), 404-428. https://doi.org/10.1177/1534484316671606

Tribe, J. (2018). Creating and curating tourism knowledge. Annals of Tourism Research, 73, 14-25. https://doi.org/10.1016/j.annals.2018.08.004

Tuominen, P. P., & Ascenção, M. P. (2016). The hotel of tomorrow: A service design approach. Journal of Va-cation Marketing, 22(3), 279-292. https://doi.org/10.1177/1356766716637102

Turkson, E. R., & Riley, M. (2008). The problem of eliciting management knowledge: A case of research into hospitality management knowledge. International Journal of Hospitality Management, 27(4), 584-593.1 https://doi.org/10.1016/j.ijhm.2007.08.007

Tussyadiah, I. P. (2014). Toward a theoretical foundation for experience design in tourism. Journal of Travel Research, 53(5), 543-564. https://doi.org/10.1177/0047287513513172

Tzortzaki, A. M., & Mihiotis, A. (2012). A three dimensional knowledge management framework for hospita-lity and tourism. Foresight, 14(3), 242-259.1 https://doi.org/10.1108/14636681211239773

United Nations World Tourism Organization - UNWTO (2019). Understanding Tourism: Basic Glossary. http://cf.cdn.unwto.org/sites/all/files/docpdf/glossaryenrev.pdf

United Nations World Tourism Organization - UNWTO (2020). Tourism – an economic and social phenome-non. https://www.unwto.org/why-tourism

Usoro, A., & Abiagam, B. (2018). Culture effect on knowledge management adoption in Nigerian hospitality industry. VINE Journal of Information and Knowledge Management Systems, 48(3), 314-332.1 https://doi.org/10.1108/VJIKMS-11-2017-0080

Varra, L., Buzzigoli, L., Buzzigoli, C., & Loro, R. (2019). Knowledge management for the development of a smart tourist destination: The possible repositioning of Prato. In: Smart Cities and Smart Spaces: Concepts, Methodo-logies, Tools, and Applications (pp. 1145-1178). IGI Global. https://doi.org/10.4018/978-1-5225-7030-1.ch052

Veiga, L. S., & Faria, J. S. (2005). Avaliação da qualidade dos serviços em uma pousada com a aplicação da escala Servqual. Turismo-Visão e Ação, 7(2), 257-272. https://doi.org/10.14210/rtva.v7n2.p257-272

Wengel, Y., McIntosh, A., & Cockburn-Wootten, C. (2019). Co-creating knowledge in tourism research using the Ketso method. Tourism Recreation Research, 1-12.1 https://doi.org/10.1080/02508281.2019.1575620

Werner, K., Dickson, G., & Hyde, K. F. (2015). Coopetition and Knowledge Transfer Dynamics: New Zealand's Regional Tourism Organizations and the 2011 Rugby World Cup. Event Management, 19(3), 365-380.1 https://doi.org/10.3727/152599515X14386220874841

Whittemore, R., & Knafl, K. (2005). The integrative review: updated methodology. Journal of Advanced Nur-sing, 52(5), 546-553. https://doi.org/10.1111/j.1365-2648.2005.03621.x

Xiao, H. (2006). Towards a research agenda for knowledge management in tourism. Tourism and Hospitality Planning & Development, 3(2), 143-157.1 https://doi.org/10.1080/14790530600938436

Xiao, H., & Smith, S. L. (2007). The use of tourism knowledge: Research propositions. Annals of Tourism Re-search, 34(2), 310-331. https://doi.org/10.1016/j.annals.2006.09.001

Xiao, H., Su, D., & Li, M. (2010). Diffusion of Knowledge Across Linguistic Communities: The Case of Using “Foreign” Sources for Tourism Research in China. Journal of China Tourism Research, 6(4), 326-342. https://doi.org/10.1080/19388160.2010.527569

Yang, J. T. (2009). Individual attitudes to learning and sharing individual and organisational knowledge in the hospitality industry. The Service Industries Journal, 29(12), 1723-1743.1 https://doi.org/10.1080/02642060902793490

Yang, J. T. (2010). Antecedents and consequences of knowledge sharing in international tourist hotels. In-ternational Journal of Hospitality Management, 29(1), 42-52.1 https://doi.org/10.1016/j.ijhm.2009.05.004

Yang, Y., Zhang, H., & Chen, X. (2020). Coronavirus pandemic and tourism: Dynamic stochastic general equi-librium modeling of infectious disease outbreak. Annals of Tourism Research, 102913. https://doi.org/10.1016/j.annals.2020.102913

Yao, T., Qiu, Q., & Wei, Y. (2019). Retaining hotel employees as internal customers: Effect of organizational commitment on attitudinal and behavioral loyalty of employees. International Journal of Hospitality Management, 76, 1-8. https://doi.org/10.1016/j.ijhm.2018.03.018

Yeh, C., Hu, H., & Tsai, S. (2011). A conceptual model of knowledge sharing and market orientation in the tourism sector. American Journal of Applied Sciences, 8(4), 343-347.1 http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/58391

Yiu, M., & Law, R. (2014). Review and application of knowledge management and knowledge sharing in tourism. Asia Pacific Journal of Tourism Research, 19(7), 737-759.1 https://doi.org/10.1080/10941665.2013.812128

Yiu, M., & Law, R. (2016). Technological impacts on knowledge sharing: A case study of three travel agencies in Hong Kong. Tourism Recreation Research, 41(1), 2-15.1 https://doi.org/10.1080/02508281.2016.1108611

Yuan, D., Lin, Z., & Zhuo, R. (2016). What drives consumer knowledge sharing in online travel communities?: Perso-nal attributes or e-service factors?. Computers in Human Behavior, 63, 68-74. https://doi.org/10.1016/j.chb.2016.05.019

Zach, F. (2016). Collaboration for innovation in tourism organizations: leadership support, innovation formality, and communication. Journal of Hospitality & Tourism Research, 40(3), 271-290. https://doi.org/10.1177/1096348013495694

Zapalska, A. M., Brozik, D., & Zieser, N. (2015). Factors affecting success of small business enterprises in the Polish tourism industry. Turizam: međunarodni znanstveno-stručni časopis, 63(3), 365-381. https://hrcak.srce.hr/145691

Zehrer, A. (2011). Knowledge management in tourism - the application of Grant's knowledge management model to Austrian tourism organizations. Tourism Review, 66(3), 50-64.1 https://doi.org/10.1108/16605371111175320

Zehrer, A., & Pechlaner, H. (2006). Response Quality of E-Mail Inquiries - A Driver for Knowledge Management in the Tourism Organization?. Journal of Quality Assurance in Hospitality & Tourism, 7(1-2), 53-73.1 https://doi.org/10.1300/J162v07n01_04

Zhang, C., Xiao, H., Gursoy, D., & Rao, Y. (2015). Tacit knowledge spillover and sustainability in destination deve-lopment. Journal of Sustainable Tourism, 23(7), 1029-1048. https://doi.org/10.1080/09669582.2015.1032299

Zheng, Q., Xu, A., & Kong, D. (2017). Environmental education, knowledge management and professional performan-ce in eco-tourism: the impact relatedness. Eurasia J. Math. Sci. Technol. Educ, 13, 4679-4687. https://doi.org/10.12973/eurasia.2017.00958a.

Publicado

2022-01-11

Cómo citar

Otowicz, M. H. ., Lacerda, L. L. L. de, Emmendoerfer, L. ., & Biz, A. A. (2022). Turismo, gestión del conocimiento y sus procesos: revisión integradora de la literatura. Revista Brasileira De Pesquisa Em Turismo, 16, 2368. https://doi.org/10.7784/rbtur.v16.2368

Número

Sección

Artículos - Gestión del Turismo