Measurement of Customer’s Tacit Knowledge in Small Rural Lodgings

Detalhes bibliográficos
Autor(a) principal: Pereira, Carla
Data de Publicação: 2016
Outros Autores: Alves, Helena, Ferreira, João
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10400.6/6593
Resumo: This article seeks to contribute a first approach to the operational implementation of the facets of tacit knowledge (TK) for small rural lodgings and its impact on customers’ loyalty behavior. Based on a questionnaire survey of clients of small rural lodgings, this study operationalizes TK within a wither model applying the variables of trust, affective commitment, quality of treatment and service, satisfaction, and loyalty. The data included 598 questionnaires which were processed through recourse to the structural equation models. The results enable the conclusion that the three TK dimensions (cognitive, technical, and social) appropriately measure TK. The variables that demonstrate the capacity for employees to act beyond the scope of that requested of them and pre-emptively understanding situations are the best to explain the cognitive dimension. The variables evidencing employee know-how present the best results for the technical dimension. The variables demonstrating interactions beyond the necessary tasks and client orientation are the ones that better measure the social dimension. The scale deployed in this article, representing a first attempt to render TK operationally from the perspective of customer evaluation, has certain limitations. Some of the questionnaire variables were simply eliminated, and this may reflect how the scale requires refinement to be applicable to broader-reaching evaluation processes. This article presents a first operational application of TK to a business environment and that enables evaluation by third parties as to its relevance and importance in fostering loyalty.
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spelling Measurement of Customer’s Tacit Knowledge in Small Rural LodgingsTacit knowledgeTacit knowledge measurementRural tourismTacit knowledge dimensionsThis article seeks to contribute a first approach to the operational implementation of the facets of tacit knowledge (TK) for small rural lodgings and its impact on customers’ loyalty behavior. Based on a questionnaire survey of clients of small rural lodgings, this study operationalizes TK within a wither model applying the variables of trust, affective commitment, quality of treatment and service, satisfaction, and loyalty. The data included 598 questionnaires which were processed through recourse to the structural equation models. The results enable the conclusion that the three TK dimensions (cognitive, technical, and social) appropriately measure TK. The variables that demonstrate the capacity for employees to act beyond the scope of that requested of them and pre-emptively understanding situations are the best to explain the cognitive dimension. The variables evidencing employee know-how present the best results for the technical dimension. The variables demonstrating interactions beyond the necessary tasks and client orientation are the ones that better measure the social dimension. The scale deployed in this article, representing a first attempt to render TK operationally from the perspective of customer evaluation, has certain limitations. Some of the questionnaire variables were simply eliminated, and this may reflect how the scale requires refinement to be applicable to broader-reaching evaluation processes. This article presents a first operational application of TK to a business environment and that enables evaluation by third parties as to its relevance and importance in fostering loyalty.uBibliorumPereira, CarlaAlves, HelenaFerreira, João2018-12-03T18:57:58Z20162016-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.6/6593engPereira, C., Alves, H., Ferreira, J. (2018). Measurement of customer's tacit knowledge in small rural lodgings, Journal of the Knowledge Economy, 9, 1104-1122.10.1007/s13132-016-0399-zmetadata only accessinfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-12-15T09:45:14Zoai:ubibliorum.ubi.pt:10400.6/6593Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-20T00:47:17.000515Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Measurement of Customer’s Tacit Knowledge in Small Rural Lodgings
title Measurement of Customer’s Tacit Knowledge in Small Rural Lodgings
spellingShingle Measurement of Customer’s Tacit Knowledge in Small Rural Lodgings
Pereira, Carla
Tacit knowledge
Tacit knowledge measurement
Rural tourism
Tacit knowledge dimensions
title_short Measurement of Customer’s Tacit Knowledge in Small Rural Lodgings
title_full Measurement of Customer’s Tacit Knowledge in Small Rural Lodgings
title_fullStr Measurement of Customer’s Tacit Knowledge in Small Rural Lodgings
title_full_unstemmed Measurement of Customer’s Tacit Knowledge in Small Rural Lodgings
title_sort Measurement of Customer’s Tacit Knowledge in Small Rural Lodgings
author Pereira, Carla
author_facet Pereira, Carla
Alves, Helena
Ferreira, João
author_role author
author2 Alves, Helena
Ferreira, João
author2_role author
author
dc.contributor.none.fl_str_mv uBibliorum
dc.contributor.author.fl_str_mv Pereira, Carla
Alves, Helena
Ferreira, João
dc.subject.por.fl_str_mv Tacit knowledge
Tacit knowledge measurement
Rural tourism
Tacit knowledge dimensions
topic Tacit knowledge
Tacit knowledge measurement
Rural tourism
Tacit knowledge dimensions
description This article seeks to contribute a first approach to the operational implementation of the facets of tacit knowledge (TK) for small rural lodgings and its impact on customers’ loyalty behavior. Based on a questionnaire survey of clients of small rural lodgings, this study operationalizes TK within a wither model applying the variables of trust, affective commitment, quality of treatment and service, satisfaction, and loyalty. The data included 598 questionnaires which were processed through recourse to the structural equation models. The results enable the conclusion that the three TK dimensions (cognitive, technical, and social) appropriately measure TK. The variables that demonstrate the capacity for employees to act beyond the scope of that requested of them and pre-emptively understanding situations are the best to explain the cognitive dimension. The variables evidencing employee know-how present the best results for the technical dimension. The variables demonstrating interactions beyond the necessary tasks and client orientation are the ones that better measure the social dimension. The scale deployed in this article, representing a first attempt to render TK operationally from the perspective of customer evaluation, has certain limitations. Some of the questionnaire variables were simply eliminated, and this may reflect how the scale requires refinement to be applicable to broader-reaching evaluation processes. This article presents a first operational application of TK to a business environment and that enables evaluation by third parties as to its relevance and importance in fostering loyalty.
publishDate 2016
dc.date.none.fl_str_mv 2016
2016-01-01T00:00:00Z
2018-12-03T18:57:58Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
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dc.identifier.uri.fl_str_mv http://hdl.handle.net/10400.6/6593
url http://hdl.handle.net/10400.6/6593
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv Pereira, C., Alves, H., Ferreira, J. (2018). Measurement of customer's tacit knowledge in small rural lodgings, Journal of the Knowledge Economy, 9, 1104-1122.
10.1007/s13132-016-0399-z
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