A Framework for Customer Knowledge Management based on Social Semantic Web: A Hotel Sector Approach

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Author(s): Marcirio Silveira Chaves (Universidade Atlântica, Portugal), Cássia Trojahn (INRIA & LIG, France)and Cristiane Drebes Pedron (Instituto Superior de Economia e Gestão – ISEG, Portugal)
Copyright: 2012
Pages: 17
Source title: Customer Relationship Management and the Social and Semantic Web: Enabling Cliens Conexus
Source Author(s)/Editor(s): Ricardo Colomo-Palacios (Østfold University College, Norway), João Varajão (University of Trás-os-Montes e Alto Douro, Portugal)and Pedro Soto-Acosta (University of Murcia, Spain)
DOI: 10.4018/978-1-61350-044-6.ch009

Keywords: Business & Management / Business Science Reference / Consumer Management / E-Commerce

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Abstract

Social websites contain a wealth of data that constitute new information sources to be integrated in Customer Knowledge Management (CKM) companies’ initiatives. The hotel sector is strongly affected by the comments written in such sites. These comments often help guests decide whether making a reservation. Hotel managers need Information Systems to better explore customers knowledge from Social Web to support decision making. In this chapter, we propose a framework to integrate knowledge from Social Web to support CKM. This framework is supported by a strong CKM theoretical referential, principles of Social Web, and the core of Semantic Web, an ontology. This is a new multilingual ontology for the hotel sector. We are researching the hotel sector and analysing the actual use of emerging technologies in order to customize the framework proposed.

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A Framework for Customer Knowledge Management based on Social Semantic Web: A Hotel Sector Approach

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