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Abstract(s)
Com o acesso facilitado à internet, as agências de viagens deixaram de estar disponíveis
apenas em lojas físicas e começaram a disponibilizar os seus serviços online, originando
as agências de viagens online.
As agências de viagens online são descritas como um serviço digital para a venda de
produtos relacionados com viagens, alojamento, atividades, bilhetes de avião, aluguer de
carro ou outros serviços.
Várias empresas na indústria turística adotaram a gestão do conhecimento como forma
de obter vantagem competitiva perante os seus concorrentes. Atualmente encontram-se
poucas investigações que relacionem a gestão do conhecimento com as agências de
viagens online, que são parte importante do setor turístico.
De modo geral, gestão do conhecimento é o processo de criar, partilhar, usar e gerir o
conhecimento, para aumentar a produtividade e a eficiência nas organizações.
Com este trabalho pretendeu-se determinar a relação entre a gestão de conhecimento e as
agências de viagens online. Foi realizada uma revisão narrativa da literatura e adotado
um estudo de casos como abordagem metodológica, com o objetivo de entender como as
agências de viagens online estimulam a partilha do conhecimento entre colaboradores,
perceber como gerem o conhecimento e compreender como a evolução tecnológica
facilitou a gestão do conhecimento.
Foram efetuadas duas entrevistas à agência de viagens Alma at Porto e foram aplicados
questionários a cinco agências de viagens (Agência D, Break Free Adventours, Destinos
Ilimitados, LusoViagens e Top Atlântico).
Como resultado geral foi possível perceber que as agências de viagens alvo de estudo
percebem a importância e aplicam ações para a gestão e disseminação do conhecimento,
no entanto, também, é possível notar a falta de entendimento sobre o que significa gestão
do conhecimento. Pelo que deste trabalho também foi possível extrair um conjunto de
recomendações para a melhoria do processo de gestão do conhecimento no setor do
turismo.
With the easy access to the internet, travel agencies are no longer only available in physical stores and have started to make their services available online, leading to online travel agencies. Online travel agencies are described as a digital service for selling products related to travel, accommodation, activities, airline tickets, car rental or other services. Several companies in the tourism industry have adopted knowledge management as a way to gain competitive advantage over their competitors. Currently one can find little research that relates knowledge management to online travel agencies, which are an important part of the tourism industry. In general, knowledge management is the process of creating, sharing, using, and managing knowledge to increase productivity and efficiency in organizations. The purpose of this paper was to determine the relationship between knowledge management and online travel agencies. A narrative literature review was conducted and a case study was adopted as the methodological approach, aiming to understand how online travel agencies encourage knowledge sharing among employees, to understand how they manage knowledge, and to understand how technological developments have facilitated knowledge management. Two interviews were conducted to the travel agency Alma at Porto and questionnaires were applied to five travel agencies (Agência D, Break Free Adventours, Destinos Ilimitados, LusoViagens and Top Atlântico). As a general result it was possible to realize that the target travel agencies realize the importance and apply actions for the management and dissemination of knowledge, however, it is also possible to note the lack of understanding about what knowledge management means. Therefore, it was also possible to extract from this work a set of recommendations for the improvement of the knowledge management process in the tourism sector.
With the easy access to the internet, travel agencies are no longer only available in physical stores and have started to make their services available online, leading to online travel agencies. Online travel agencies are described as a digital service for selling products related to travel, accommodation, activities, airline tickets, car rental or other services. Several companies in the tourism industry have adopted knowledge management as a way to gain competitive advantage over their competitors. Currently one can find little research that relates knowledge management to online travel agencies, which are an important part of the tourism industry. In general, knowledge management is the process of creating, sharing, using, and managing knowledge to increase productivity and efficiency in organizations. The purpose of this paper was to determine the relationship between knowledge management and online travel agencies. A narrative literature review was conducted and a case study was adopted as the methodological approach, aiming to understand how online travel agencies encourage knowledge sharing among employees, to understand how they manage knowledge, and to understand how technological developments have facilitated knowledge management. Two interviews were conducted to the travel agency Alma at Porto and questionnaires were applied to five travel agencies (Agência D, Break Free Adventours, Destinos Ilimitados, LusoViagens and Top Atlântico). As a general result it was possible to realize that the target travel agencies realize the importance and apply actions for the management and dissemination of knowledge, however, it is also possible to note the lack of understanding about what knowledge management means. Therefore, it was also possible to extract from this work a set of recommendations for the improvement of the knowledge management process in the tourism sector.
Description
Keywords
Gestão do conhecimento Internet Agências de viagens online Estudo de caso Knowledge management Case study Online travel agencies