Knowledge Management in Tourism: Motivational Factors Among Helsinki Based Companies

Abstract

City of Helsinki has identified knowledge management as a valuable tool for tourism companies to enhance their operations. This study aims to explore how Helsinki-based tourism companies perceive knowledge management and how these motivational factors influence the overall effectiveness and integration of knowledge management in the tourism sector. Theoretically, the range of motivations and knowledge management skills is extensive. However, in order to provide tourism companies with the necessary tools to develop their knowledge management capabilities, it is essential to first ascertain their current skill levels and motivational strategies.

Theoretical framework consists of the concept of knowledge management and motivation theories. Knowledge management is based on data management and information management. Data management is a base for all data-based management and information management is the processes which are used when handling information. Knowledge management is utilizing and creating value from the information and using it in decision processes conjointly with predicting future. Motivation is the internal or external drive that directs behavior towards achieving a goal and exists on a spectrum from intrinsic to extrinsic. Motivational climate influences individuals’ motivation by emphasizing certain goals and behaviors, impacting their drive and engagement.

A survey was conducted to assess the company's maturity of knowledge management. Additionally, semi-structured interviews were conducted to gain insight into knowledge management and motivation in tourism companies. The data was analyzed using thematic and content analysis.

The findings of this research indicate that knowledge management practices in tourism companies exhibit considerable variation, whereas the underlying motivations for these practices appear to be more consistent. Knowledge management is valued for its personal benefits, such as professional confidence, smooth customer interactions, and business benefits. Motivations vary between internal to external and the superiors in companies set the motivational climate for knowledge management by allocating resources according to what they think is important. Using external data is common, but companies are hesitant to share their own data with others because they do not see benefits or good examples indicating untapped potential in data sharing.