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Measurement of Customer’s Tacit Knowledge in Small Rural Lodgings

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dc.contributor.authorPereira, Carla
dc.contributor.authorAlves, Helena
dc.contributor.authorFerreira, João
dc.date.accessioned2018-12-03T18:57:58Z
dc.date.available2018-12-03T18:57:58Z
dc.date.issued2016
dc.description.abstractThis 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.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationPereira, C., Alves, H., Ferreira, J. (2018). Measurement of customer's tacit knowledge in small rural lodgings, Journal of the Knowledge Economy, 9, 1104-1122.pt_PT
dc.identifier.doi10.1007/s13132-016-0399-zpt_PT
dc.identifier.urihttp://hdl.handle.net/10400.6/6593
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.subjectTacit knowledgept_PT
dc.subjectTacit knowledge measurementpt_PT
dc.subjectRural tourismpt_PT
dc.subjectTacit knowledge dimensionspt_PT
dc.titleMeasurement of Customer’s Tacit Knowledge in Small Rural Lodgingspt_PT
dc.typejournal article
dspace.entity.typePublication
oaire.awardURIinfo:eu-repo/grantAgreement/FCT/5876/UID%2FGES%2F04630%2F2013/PT
oaire.citation.endPage1122pt_PT
oaire.citation.issue4pt_PT
oaire.citation.startPage1104pt_PT
oaire.citation.titleJournal of the Knowledge Economypt_PT
oaire.citation.volume9pt_PT
oaire.fundingStream5876
person.familyNamePereira
person.familyNameAlves
person.familyNameFerreira
person.givenNameCarla
person.givenNameHelena
person.givenNameJoão
person.identifier.ciencia-id131D-D12D-F642
person.identifier.ciencia-id3F18-9015-5CA7
person.identifier.orcid0000-0003-4081-3594
person.identifier.orcid0000-0001-5192-2310
person.identifier.orcid0000-0002-5928-2474
person.identifier.ridK-5775-2014
person.identifier.ridK-7669-2012
person.identifier.scopus-author-id55366278600
person.identifier.scopus-author-id35208145700
person.identifier.scopus-author-id25959981800
project.funder.identifierhttp://doi.org/10.13039/501100001871
project.funder.nameFundação para a Ciência e a Tecnologia
rcaap.embargofctCopyright cedido à editora no momento da publicaçãopt_PT
rcaap.rightsclosedAccesspt_PT
rcaap.typearticlept_PT
relation.isAuthorOfPublication901b581c-1f40-4281-8366-b6e295177370
relation.isAuthorOfPublicationec875e09-5261-4e24-8f2e-d8ec792fb2a1
relation.isAuthorOfPublication05278588-4db8-408b-992d-f78f326a988e
relation.isAuthorOfPublication.latestForDiscovery901b581c-1f40-4281-8366-b6e295177370
relation.isProjectOfPublicationa5ebbbe7-8a95-445c-8200-145033bf827a
relation.isProjectOfPublication.latestForDiscoverya5ebbbe7-8a95-445c-8200-145033bf827a

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