Marco de referencia para la generación de experiencias turísticas en el Clúster de Turismo de Manizales
With the purpose of offering an alternative competitive strategy for the tourism industry, this research thesis aims to design a framework for the generation of experiences in the Tourism Cluster of Manizales. The research was carried out in four stages, in the first stage a systematic review of lit...
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| Formato: | tesis de maestría |
| Estado: | Versión aceptada para publicación |
| Fecha de publicación: | 2020 |
| País: | Colombia |
| Recursos: | Universidad Nacional de Colombia |
| Repositorio: | Repositorio UN |
| Idioma: | español |
| OAI Identifier: | oai:repositorio.unal.edu.co:unal/77520 |
| Acesso em linha: | https://repositorio.unal.edu.co/handle/unal/77520 |
| Access Level: | acceso abierto |
| Palavra-chave: | 650 - Gerencia y servicios auxiliares 650 - Gerencia y servicios auxiliares::658 - Gerencia general Experiencia Turística Gestión de Conocimiento Encuentros de Servicio Empleados de Primera Línea Tourism Experience Knowledge Management Service Encounter Frontline Employees |
| Resumo: | With the purpose of offering an alternative competitive strategy for the tourism industry, this research thesis aims to design a framework for the generation of experiences in the Tourism Cluster of Manizales. The research was carried out in four stages, in the first stage a systematic review of literature related to: economy of experience, tourism experience, knowledge management, service meetings and frontline employees was carried out. In the second stage, a characterization of the tourism cluster was carried out by collecting data and information obtained from interviews with open questions and diagnostic surveys with semantic differential items, on the Likert scale, open and dichotomous questions. In the third stage, the reference framework object of this research was designed based on the Modeling and Notation of Business Processes (BPMN) and knowledge management processes. Finally, in the fourth stage, the proposed frame of reference was validated by means of a survey in order to obtain the assessment, evaluation, consensus and approval of tourism experts allowing the verification and fulfillment of hypotheses. The results showed that very few entrepreneurs consider the fundamental role that intellectual capital plays and the involvement of employees in processes of generating new products, services and experiences. Likewise, only five percent of the surveyed entrepreneurs manage knowledge through structured computational methods, evidencing the lack of a general knowledge strategy. In relation to the feasibility of implementing the proposed frame of reference and the organizational factors that influence it, the results obtained can contribute to building a future research agenda that improves the proposed frame of reference. Keywords: Tourism Experience, Knowledge Management, Service Meetings, Front Line Employees. |
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