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

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

doi:10.1108/jkm-07-2020-0529

Cited by 52 publications

(68 citation statements)

References 55 publications

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“…Previous literature categorised customer knowledge into four types (for, about, from and with) (Jaziri, 2019;Muniz et al, 2020):…”

Section: Customer Knowledge Managementmentioning

confidence: 99%

“…Previous literature categorised customer knowledge into four types ( for, about, from and with ) (Jaziri, 2019; Muniz et al. , 2020): Knowledge for c ustomer : this knowledge helps customers to better understand the company and facilitate the purchase journey.…”

Section: Literature and Hypothesesmentioning

confidence: 99%

“…Customer knowledge has been categorised into four types (for, about, from and with) (Jaziri, 2019;Muniz et al, 2020). However, other studies underline the key role of sharing knowledge among customers, which can encourage the growth of knowledge about a particular product and/or service, brands and new trends (Wu and Sukoco, 2010).…”

Section: Introductionmentioning

confidence: 99%

“…Customer knowledge has been categorised into four types ( for, about, from and with ) (Jaziri, 2019; Muniz et al. , 2020).…”

Section: Introductionmentioning

confidence: 99%

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Testing the antecedents of customer knowledge sharing on social media: a quantitative analysis on Italian consumers

Baima

Santoro

Pellicelli

et al. 2022

IMR

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PurposeThe increasing adoption of digital technologies such as social media have changed the way consumers share knowledge about products and services among each other. The aim of this paper is to test what factors drive customers to share knowledge about products and services on social media pages.Design/methodology/approachA quantitative survey design was employed for this study. Empirical data were drawn from 358 consumers in Italy, using a purposive sampling technique. The hypothesised relationships were tested using ordinary least squares regression modelling.FindingsThe results of this study reveal that the usage frequency of online reviews (UFORs), social bonds (SBs), subjective happiness (SH) and reciprocity positively impact on customer knowledge sharing (CKS). By contrast, the perceived usefulness of online reviews (PUORs), helping others, customer susceptibility to interpersonal influence (CSII) and informational (INFO) do not impact CKS.Originality/valueTo the best of the authors' knowledge, this study is amongst the first to empirically test the antecedents of knowledge-sharing behaviours about products and services on online social media. The present work offers relevant implications for theory. First, the work enriches the customer knowledge management (CKM) theory by providing empirical evidence on factors leading to the higher sharing of knowledge amongst customers. Second, the work adds to the literature on social media, demonstrating the individual determinants on knowledge-sharing behaviours about products and services in online communities. Practically speaking, this paper identifies some key elements driving CKS in social media conversations. Thus, building upon the findings of this study, the authors provide some guidelines for social media managers and retailers for promoting CKS on social media pages.

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“…Previous literature categorised customer knowledge into four types (for, about, from and with) (Jaziri, 2019;Muniz et al, 2020):…”

Section: Customer Knowledge Managementmentioning

confidence: 99%

Section: Literature and Hypothesesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

“…Customer knowledge has been categorised into four types ( for, about, from and with ) (Jaziri, 2019; Muniz et al. , 2020).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Testing the antecedents of customer knowledge sharing on social media: a quantitative analysis on Italian consumers

Baima

Santoro

Pellicelli

et al. 2022

IMR

View full text Add to dashboard Cite

show abstract

“…In this sense, information technologies and knowledge management could be useful for stakeholder dialogue [18,19,21,29], considering that it supposes (i) the way to achieve, through different processes, techniques, tools, and spaces, that the resources of an organization act in a consistent manner with the expectations of its interest groups, and that (ii) the way of managing the complex nature of knowledge, which varies from one stakeholder to another and is unpredictable. The use of information technologies to organize and distribute information to and from stakeholders will promote the operability of these processes.…”

Section: Stakeholder Dialogue Within the Framework Of Corporate Socia...mentioning

confidence: 99%

Analysis of the Dialogue with Stakeholders by the IBEX 35 Companies

et al. 2022

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Stakeholder dialogue is considered a key component of companies’ corporate social responsibility strategy with the aim to discover stakeholders’ demands, expectations, and their view of the firms. Based on the stakeholder theory, this paper aims to deepen the knowledge about stakeholder dialogue by analyzing how firms conduct the dialogue with five key stakeholder groups (i.e., employees, customers, suppliers, investors and shareholders, and the community). Using a sample of 35 leading Spanish companies and, after the collection and processing of the information available in their corporate websites and reports, we have determined the channels that are used, the pursued objectives, and the main commitments achieved. The results indicate that firms are engaged in several forms of dialogue with stakeholders and use various channels which differ depending on the targeted stakeholder group. We gain insight into the initiatives with which companies engage with stakeholders, the underlying interactions, and how each stakeholder group views and assesses the firm. Practical implications for policy makers and managers, as well as future lines of research are proposed.

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