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When it comes to knowledge management (KM), one of the ways to classify it is through its processes. When it comes to tourism, it is the sectors that reveal its practical development. At this juncture, this article aims to analyze which are the tourism sectors that are considering KM in their research, as well as which KM processes are most used in tourism studies. To this end, this research is supported by an integrative literature review and follows the guidelines of the PRISMA recommendation. Due to the research protocol established and using the Scopus and Web of Science databases, an initial sample of 376 articles was obtained, of which 107 met the eligibility criteria. The research results are: (1) the most representative sectors are macro tourism and the accommodation services segment; (2) there is an emphasis on knowledge sharing and transfer processes, which are KM concerns also in other areas; (3) the researches highlight tacit knowledge, given its management complexity and the competitive differential it supports; (4) the researches on KM in tourism received criticism for low quality, complexity of scientific language, or disconnection with the managers and operators in the private and public sectors.

This research demonstrates the application of the Smart Management of the Tourist Experience (SMARTUR) framework in the intelligent management of tourist experiences shared on TripAdvisor, so as to propose smart solutions in the city of Florianópolis (Brazil). The study also presents the main results obtained from applying the framework and its contribution to an intelligent management of tourist experiences and consequently the improvement of these experiences through the creation of smart solutions for this purpose. In addition, the application demonstrates the need to remodel the way Destination Management Organizations manage the tourist destination and how SMARTUR can contribute to this. More specifically, as it reveals how tourism managers can plan, collect, process, and analyze tourist experiences through their specific dimensions and thus identify strategic points in each of these dimensions that guide DMOs in proposing smart solutions which are more in line with tourist demands.

The aim of this research was to analyze the content posted by Municipal and State Tourism Organizations (DMO) of the twelve headquarters cities and States of the FIFA 2014 World Cup in their fanpages on Facebook, Were used the reference studies of Torres (2009), Gabriel (2009), Safko and Brake (2010) and Barefoot and Szabo (2010 ). In the first stage, the official Facebook fanpages were identified, then posts published between June 1st and July 31st of 2013, period from pre to post-event FIFA Confederations Cup Brazil 2013 were collected. The data analysis method employed was content analysis from the perspective of Bardin (2011), which is divided into: i) pre-analysis using dedicated softwares, phase ii) material exploration and iii) treatment of results, inference and interpretation. It was observed that the DMOs analyzed publish diversified information to users, including actions addressed to the abovementioned event.

The widespread adoption of social media by users and organizations has generated an exponential increase in data and content that offer opportunities to be processed into information and knowledge. However, dealing with such data is considered a challenge and requires the use of adequate resources. Considering this scenario, the aim of this study was to present a social media monitoring model to support decision making by DMOs. The model proposed has been tested before and during the 2014 FIFA World Cup, using Curitiba and Foz do Iguaçu (Paraná State) as destinations, having a structured of seven stages. The results of the period were composed of about 50,000 messages, tours and associated ontology application. A large part of the frequency relations, between attractions or between host cities, have been com-patible with their reality in the tourist trade.

Este artículo analiza estudios turísticos recientes sobre la ciudad de Foz do Iguaçu (Brasil) que fueron base de políticas de gestión del destino, bajo la óptica de los determinantes dela competitividad definidos por Dwyer & Kim (2003), en su modelo conceptual «IntegrativeModel». Verifica qué dimensiones, determinantes e indicadores de la competitividad han sidoconsiderados. Los resultados indican que han sido privilegiadas todas las dimensiones de lacompetitividad, con sus determinantes, a pesar de que tales estudios no fueron desarrolladoscon este objetivo y base teórica. Pero, respecto a los indicadores de medidas, la verificaciónempírica no ha agotado la totalidad recomendada.

As mídias sociais assumiram papel prioritário como fonte de informação estratégica para organizações turísticas, o que demanda o desenvolvimento de métodos, técnicas e ferramentas para se converterem em maior competitividade. Para auxiliar a gestão dos destinos turísticos por meio das mídias sociais, foi proposta nesse estudo uma metodologia de mineração de conteúdos dividida em sete fases. Para tanto, inicialmente foi realizada um levantamento dos métodos, técnicas e conceitos em mineração de conteúdo, aplicados direta ou indiretamente no Turismo. Ainda, foram investigados outros modelos similares para dar base à metodologia proposta. A validação ocorreu no período da Copa do Mundo FIFA 2014, tendo como objeto o destino Curitiba (Brasil). Foi aplicada às mensagens publicadas na mídia social Twitter, que tivessem os termos dos atrativos turísticos do município. Durante o processo foi realizada uma análise de conteúdo em uma amostra mensagens (n=942), o que permitiu identificar opiniões por meio de comentários positivos e negativos, além de características do comportamento do consumidor em turismo nas mídias sociais. O processo também se mostrou eficaz para coletar conteúdos relevantes e identificar assuntos populares, algo que pode auxiliar as Destination Management Organizations – DMO na gestão dos destinos, como auxílio suporte à tomada de decisões estratégicas e operacionais, além da promoção da inovação produtos, serviços e marketing. Permitiu ainda servir tanto como instrumento confirmatório, ou seja, para monitorar conteúdos a partir de uma ontologia pré-existente, quanto para identificar tendências que a extrapolem.

El objetivo del estudio fue analizar el contenido transmitido por las Oficinas de Turismo Municipales y Estatales de las doce ciudades y estados anfitriones de la Copa Mundial de la FIFA 2014 en sus páginas de Facebook. Se utilizaron como referencia los estudios de Torres (2009), Gabriel (2009), Safko y Brake (2010) y Pies Descalzos y Szabo (2010). Se identificaron las páginas oficiales de los aficionados, seguidas de la colección de entradas publicadas allí entre el 1 de junio y el 31 de julio de 2013, el período que va desde el pre y el post evento de la Copa FIFA Confederaciones 2013. El método de procesamiento de datos fue el análisis de contenido desde la perspectiva de Bardin (2011), el cual se divide en: i) pre-análisis usando un software dedicado, fase ii) exploración del material y, iii) tratamiento de los resultados, inferencia e interpretación. Se observó que las Secretarías analizadas pusieron a disposición de los usuarios información diversa, incluyendo acciones dirigidas a la utilización del mencionado evento.