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.

Este estudo tem por objetivo analisar a relação entre os construtos confiança e capital social, no viés organizacional, percebendo se a confiança é um elemento determinante para propulsão do capital social ou se é apresentada somente como uma variável para construção do mesmo. A metodologia adotada para a presente pesquisa trata-se de uma revisão integrativa. A busca da literatura para a pesquisa foi realizada na base de dados Scopus. Quanto aos resultados, observa-se que, de uma maneira geral, os artigos apresentam a confiança e o capital social como elementos complementares ou como impulsionadores um do outro. Dessa forma, realizou-se uma classificação dos mesmos em duas esferas: i) confiança como elemento determinante para propulsão do capital social, ou ii) confiança como uma variável para construção do capital social. Dentro das esferas criadas para classificação dos estudos selecionados, observou-se que 13 dos 23 documentos selecionados enquadraram-se em “confiança como elemento determinante para propulsão do capital social”, e os 10 artigos restantes, em “confiança como uma variável para construção do capital social”. Ao fim, podemos ter uma melhor compreensão de como diferentes modelos empresariais afetam essas relações, contribuindo para a explicitação do conhecimento e para promoção de ações que possam proporcionar maior efetividade.

This research demonstrates the application of the Smart Management of the Tourist Experience (SMARTUR) framework in the intelligent management of tourist experiences shared on TripAdvisor, so as to propose smart solutions in the city of Florianópolis (Brazil). The study also presents the main results obtained from applying the framework and its contribution to an intelligent management of tourist experiences and consequently the improvement of these experiences through the creation of smart solutions for this purpose. In addition, the application demonstrates the need to remodel the way Destination Management Organizations manage the tourist destination and how SMARTUR can contribute to this. More specifically, as it reveals how tourism managers can plan, collect, process, and analyze tourist experiences through their specific dimensions and thus identify strategic points in each of these dimensions that guide DMOs in proposing smart solutions which are more in line with tourist demands.

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