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Customer knowledge has increasingly importance in customer-oriented enterprise. Customer knowledge management models can help managers to find the real value chain in business. Compared with international hotel, local hotel has less advantage in marketing and customer service in Western China. The research employed the IC process model to identify the internal resources of CKM for local hotel in western China. Through four steps, researcher proposed an applicable customer knowledge management model to help local hotel better understand European customers by monitor the related indicators. This model can help local hotel to increase their market share of the inbound market in western China. Keywords—Customer knowledge, Intellectual capital, Hospitality, European market, Western China, Customer knowledge management model

A Customer Knowledge Management Model for Local Hospitality on European Market in Western China