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This paper aims to demonstrate how customer knowledge management (CKM) can assist destination management organizations (DMOs) in the smart management of the tourist experience to contribute to the creation of smart solutions and the promotion of smart tourism destinations (STDs). To accomplish it, a CKM conceptual framework aligned with smart tourism and composed of eight processes is developed to guide managers in this management.

This research adopts the design science research methodology and applies its steps. It was supported by a systematic integrative literature review on CKM models and frameworks and their main elements, as well as by semi-structured interviews with tourism specialists in the context of Santa Catarina, Brazil.

From the literature it appears that tourist experiences are customer knowledge essential to the improvement and innovation of tourism products and services, and that CKM, still little explored in this scenario, tends to contribute to the management of this crucial knowledge for smart tourism. The analyses and improvements to the structure developed by specialists show its applicability and contributions to the management of STD experiences.

This paper offers an original contribution to the integration of the theoretical constructs of CKM, tourist experience and STDs by showing how the CKM, from tourism experiences, technologies and social networks, can assist DMOs in the management of experiences and promotion of STDs.

Blockchain is an innovative and emerging technology that allows the structuring of open data in a secure and decentralized manner. This technology, coupled with artificial intelligence (AI), is a driver of digital transformation that permeates all sectors of the economy. In this context, it becomes relevant to understand the applicability of AI and blockchain in education, more specifically their use in higher education. Thus, the following problem arises: how can blockchain technology and AI be applied to higher education? To answer this problem, the following objective was set: to map by means of a scoping review how AI and blockchain can be applied in education as a technology for higher education. To this end, a bibliometric search was conducted in the Web of Science (WoS) and Scopus databases, adopting the PRiSM methodology for scoping review. The results showed that blockchain and AI can be used in higher education through a smart contract that serves to motivate teamwork and student involvement in activities performed in the school context and also to increase machine reliability by establishing a chain of information. It is also concluded that these technologies will help form a generation ready to work in a more collaborative way, adopting attitudes of sustainability in its local and global context for solving complex problems of everyday life in the 21st century.

The purpose of this paper is to propose a knowledge management framework for university libraries (named GC@BU). The framework consists of three modules: knowledge management coordination; knowledge resources; and learning commons, and uses as theoretical assumptions the design of an university library (developed for the context of the framework), the standards for libraries in higher education of the Association of College and Research Libraries (ACRL) and the characterization of the university library as a complex adaptive system (CAS).

This framework was structured by a literature review and based on models, methodologies and existing frameworks, being afterwards evaluated through focus groups composed of managers of university libraries, resulting in an enhanced version.

After evaluation, the GC@BU framework showed to be easy to apply in the context for which it was created (university libraries). It is noteworthy that in addition to the knowledge management application, the GC@BU reinforces the importance of concerning for the quality and the services, since it uses as a parameter the standards of the ACRL. In addition, the perspective used to characterizing university libraries (as CASs) was well accepted by the tool evaluators.

The proposed framework is focussed on university libraries, but its use in other contexts should not be dismissed as long as the manager makes the necessary adjustments for this purpose.

Since knowledge management is an intangible element, its application and benefits are not easy to conceive. This tool provides the implementation of knowledge management in university libraries, and knowledge is considered from different approaches (from the user, the collaborator, the library collection). Besides, the tool is arranged so (in modules and verification criteria) as to allow the manager to administer the library as a whole, from the point of view of knowledge management.

This study is considered innovative and applicable on the global stage of university libraries, because despite being evaluated by Brazilian managers it uses international standards and has a strong ability to adapt to different contexts.