Knowledge Management Perspective in the Tourism and Hospitality Industry


  • Anton Florijan Barišić University of applied sciences VERN, Croatia
  • Joanna Rybacka Barišić Chronos Info d.o.o., Croatia
  • Ivan Miloloža University of Osijek, Faculty for Dental Medicine & Health, Osijek, Croatia


knowledge, knowledge management, tourism and hospitality industry, market


The modern business environment is rapidly changing generating unpredictable competitive challenges. Tourism and hospitality industry is specifically vulnerable to such unplanned changes and forced to respond in quick time to address detrimental business situations. It is known for a long time that competitiveness in the global market depends on the organisation’s ability to capitalize on its intellectual and knowledge-based assets. In that sense, knowledge is recognized as fairly potent asset supporting organisations and the entire tourism industry in creating an efficient model for achieving competitive advantage and realise their desired business performance. The paper discusses a tourism and hospitality industry model of a knowledge management system including advice and guidance in selecting different concepts and models of knowledge and information flow. Tourism enterprises are quite inefficient in implementing knowledge management concepts and processes due to adverse knowledge adoption environment. Therefore, the paper argues that introduction of the knowledge management practice in tourism sector ensures new opportunities in addressing the challenges of a globalised market and increase the competitiveness and improve the innovative processes in tourism.

Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.


Agyeiwaah, E., McKercher, B., Suntikul, W. (2017), “Identifying core indicators of sustainable tourism: a path forward?”, Tourism Management Perspectives, Vol. 24, pp. 26-33.

Altinay, L., Paraskevas, A., Jang, S. S. (2015), Planning Research in Hospitality and Tourism (2nd ed.), Routledge, London.

Assl, M. (2007), Knowledge management in the tourism and leisure industry with the case study of the Austrian National Tourist Office within the European market, Master thesis, University Gent, Gent.

Baggio, R., Cooper, C. (2010), “Knowledge transfer in a tourism destination: the effects of a network structure”, The Service Industries Journal, Vol. 30, No. 10, pp. 1757-1771.

Budeanu, A., Miller, G., Moscardo, G., Ooi, C. S. (2016), “Sustainable tourism, progress, challenges and opportunities: an introduction”, Journal of Cleaner Production, Vol. 111, pp. 285-294.

Cooper, C, (2006), “Knowledge management and tourism”, Annals of Tourism Research, Vol. 33, No. 1, pp. 47-64.

Cooper, C. (2014), “Managing tourism knowledge: concepts and approaches”, in McLeod, M., Vaughan, R. (Eds.), Knowledge Networks and Tourism, Routledge, London, pp. 76-93.

Faulkner, B., Laws, E., Moscardo, G. (2003), “Embracing and managing change in tourism,” in Faulkner, B., Laws, E., Moscardo, G. (Eds.), Embracing and Managing Change in Tourism, Routledge, London, pp. 31-40.

Gretzel, U., Fesenmaier, D. R., Formica, S., O’Leary, J. T. (2006), “Searching for the future: challenges faced by destination marketing organizations”, Journal of Travel Research, Vol. 45, No. 2, pp. 116-126.

Gretzel, U., Sigala, M., Xiang, Z., Koo, C. (2015), “Smart tourism: foundations and developments”, Electronic Markets, Vol. 25, No. 3, pp. 179-188.

Hallin, C. A., Marnburg, E. (2008), “Knowledge management in the hospitality industry: a review of empirical research”, Tourism Management, Vol. 29, No. 2, pp. 366-381.

Hjalager, A. M. (2010), “A review of innovation research in tourism”, Tourism Management, Vol. 31, No. 1, pp. 1-12.

Hottola, P. (2004), “Culture confusion: intercultural adaptation in tourism”, Annals of Tourism Research, Vol. 31, No. 2, pp. 447-466.

Jones, P., Hillier, D., Comfort, D. (2016), “Sustainability in the hospitality industry: some personal reflections on corporate challenges and research agendas”, International Journal of Contemporary Hospitality Management, Vol. 28, No. 1, pp. 36-67.

Kabene, S. M., King, P., Skaini, N. (2006), “Knowledge management in law firms”, Journal of Information Law and Technology, Vol. 1, No. 1, pp. 1-21.

Liu, Z. (2003), “Sustainable tourism development: a critique”, Journal of Sustainable Tourism, Vol. 11, No. 6, pp. 459-475.

Maier, R., Hadrich, T. (2011), “Knowledge management systems”, in Encyclopedia of Knowledge Management (2nd ed.), IGI Global, Hershey, pp. 779-790.

Mistilis, N., Sheldon, P. (2006), “Knowledge management for tourism crises and disasters”, Tourism Review International, Vol. 10, No. 1-2, pp. 39-46.

Musulin, J., Gamulin, J., Crnojevac, I. H. (2011), “Knowledge management in tourism: the importance of tacit knowledge and the problem of its elicitation and sharing”, in Biljanović, P., Skala, K., Golubić, S., Bogunović, N., Ribarić, S., Čičin-Šain, M., Čišić, D., Hutinski, Ž., Baranović, M., Mauher, M., Ordanić, L. (Eds.), 34th International Convention on Information and Communication Technology, Electronics and Microelectronics, 23-27 May, IEEE, Opatija, pp. 981-987.

Nielsen, P., Rasmussen, P., Kuo, T. H. (2011), “How to improve organizational performance through learning and knowledge?”, International Journal of Manpower, Vol. 32, No. 5/6), pp. 581-603.

OECD. (2001), The New Economy: Beyond the Hype. Organization for Economic Cooperation and Development, Paris.

OECD. (2018), Tourism Trend sand Policies, Organization for Economic Cooperation and Development, Paris.

Omotayo, F. O. (2015), “Knowledge management as an important tool in organisational management: a review of literature”, Library Philosophy and Practice, paper 1238.

Racherla, P., Hu, C. (2009), “A framework for knowledge-based crisis management in the hospitality and tourism industry”, Cornell Hospitality Quarterly, Vol. 50, No. 4, pp. 561-577.

Scott, N., Laws, E. (2006), “Knowledge sharing in tourism and hospitality”, Journal of Quality Assurance in Hospitality & Tourism, Vol. 7, No. 1-2, pp. 1-12.

Scott, N., Marzano, G. (2015), “Governance of tourism in OECD countries”, Tourism Recreation Research, Vol. 40, No. 2, pp. 181-193.

Shaw, G., Williams, A. (2009), “Knowledge transfer and management in tourism organisations: an emerging research agenda”, Tourism Management, Vol. 30, No. 3, pp. 325-335.

Šimková, E. (2009), “Knowledge management in tourism”, 12th International Conference on Interactive Computer aided Learning, 23 -25 September, Carinthia University of Applied Sciences, Villach, pp. 606-611.

Tribe, J., Liburd, J. J. (2016), “The tourism knowledge system”, Annals of Tourism Research, Vol. 57, pp. 44-61.

Weaver, D., Oppermann, M. (2000), Tourism Management, John Wiley & Sons, Milton.

World Tourism Organization. (2007), A Practical Guide to Tourism Destination Management, World Tourism Organization, Madrid.

Yiu, M., Law, R. (2014), “Review and application of knowledge management and knowledge sharing in tourism”, Asia Pacific Journal of Tourism Research, Vol. 19, No. 7, pp. 737-759.

Zaei, M. E., Zaei, M. E. (2014), “Knowledge management in hospitality and tourism industry: a KM research perspective, Information and Knowledge Management, Vol. 4, No. 9, pp. 114-122.




How to Cite

Barišić, A. F., Rybacka Barišić, J., & Miloloža, I. (2020). Knowledge Management Perspective in the Tourism and Hospitality Industry. Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, 6(1), 114–123. Retrieved from