KNOWLEDGE MANAGEMENT MODEL IN PUBLIC TOURISM ORGANIZATIONS SUPPORTED BY SOCIAL MEDIA TO ASSIST THE CONSTRUCTION OF SMART TOURIST DESTINATION
knowledge management. Smart Tourim Destination. Mídias Sociais. Turismo.
Tourism is a knowledge-based sector since information and communication technologies allow rapid transfer, sharing, use, storage and generation of new knowledge. In this sense, Knowledge Management (KM) in combination with technologies can facilitate the processes of obtaining and sharing information related to the trip planning phase (pre-trip), assists the visitors during their stay in the destination and allows them to sharing their travel experience after trip by posting their feedback on internet. For that reason, the main aim of this project is to propose a knowledge management (KM) model for public tourism organizations (PTO) which uses social media and tourism applications to support the deployment of smart tourism destination. The methodology is characterized as qualitative and quantitative research, with exploratory character as it is proposed to study a new fact and to understand knowledge management in PTO's. In order to obtain the information regarding the organizations to be studied, the instrument of Bukowitz and Williams (2002), the Diagnosis of Knowledge Management (DGC) with the instruments of Sigala and Chalkiti (2014) and Ahmad (2010) were adapted. The evaluation and improvement of the proposed model will be conducted by interviews with KM experts and researchers.