Experience Extraction and Generating New Knowledge by Tourism Service Providers Responding to Chinese Tourists' Needs and Behavior: A Case Study in Chiang Mai, Thailand
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Abstract
This research aimed to study the process of knowledge creating and knowledge developing activities for tourism service providers to gain new knowledge which responded to the Chinese tourists’ needs and behavior in Mueang District, Chiang Mai Province. The key informants were tourism related people in the area, which were knowledge experts, knowledge managers and knowledge workers who performed the tourism tasks. Data was collected through group discussions, in-depth interview and analysis using the SECI model to encourage the key informants to share knowledge and experiences together. The analysis and synthesis the collected data from the knowledge experts and managers were conducted before combining the gained knowledge with the tourism service providers’ tacit knowledge to create better operational guidelines and a working manual. The results showed that tourism service providers could build new knowledge through the knowledge creating activities which was then led into a working manual. When implementing the knowledge from the working manual, it was found that the tourism service providers were able to conduct the service properly and could meet the Chinese tourists’ needs and behavior completely with confidence.
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