Open AccessKnowledge management and intellectual capital of companies in the tourism sector in the Department of Caldas – Colombia
Author(s) -
Carlos Marulanda,
M.J. López,
Carlos Hernán Gómez Gómez
Publication year - 2021
Publication title -
ingeniería y competitividad revista científica y tecnológica/ingeniería y competitividad
Language(s) - English
Resource type - Journals
eISSN - 2027-8284
pISSN - 0123-3033
DOI - 10.25100/iyc.v24i1.11058
Subject(s) - intellectual capital , tourism , business , service (business) , service quality , marketing , knowledge management , hospitality management studies , capital (architecture) , value (mathematics) , geography , computer science , finance , statistics , mathematics , archaeology
The purpose of this article is to propose a model for evaluating knowledge management (KM) and intellectual capital (IC) to add value to SMEs in the tourism sector in the department of Caldas, Colombia. The article establishes the status of KM and IC in some of its variables and proposes some application alternatives. The study is based on a QA (Quality Assurance) evaluation model and some of the most important characteristics of IC evaluation and is supported by descriptive and correlational analysis. The main findings show the validation of the assessment model and a highly significant correlation of its variables. There is a need to train employees who have direct contact with tourists, both to incorporate good practices and lessons learned and to personalize services and get to know clients in-depth and thus offer service experiences.