Managing Knowledge in a Tourism Crisis: Case Study From Poland

Authors

  • Ewa Stolarek-Muszyńska Doctoral School, Gdansk University of Technology https://orcid.org/0000-0001-9809-8533
  • Malgorzata Zieba Division of Management, Gdansk University of Technology
  • Ettore Bolisani Department of Management and Engineering - University of Padua
  • Enrico Scarso Department of Management and Engineering - University of Padua https://orcid.org/0000-0001-7617-8620

DOI:

https://doi.org/10.34190/eckm.25.1.2615

Keywords:

case study, tourism, tourism crisis, knowledge management

Abstract

Purpose: This study deals with a tourism organisation from Poland, which experienced not only the COVID-19 pandemic, but also the close war situation in Ukraine which caused a significant decrease in tourist traffic and revenues. Since, based on the literature, knowledge management can be useful for crisis management, this study aims to explore the role and usefulness of KM during crisis situations in tourism. Methodology: Qualitative in-depth analysis was conducted by using data collected via semi-structured interview with the CEO of a local tourism organisation in Poland. The research output is presented in the form of a single case study with that organisation as the unit of analysis. Findings: The case highlighted that: a) a crisis may not be the most appropriate time for the implementation of KM from the scratch in an organisation; b) having some minimal KM experience can be essential for a more structured and complex KM approach; c) organisations may benefit from lessons learned during the crisis to get insights for developing KM. These findings suggest that practitioners and policymakers facilitate KM awareness among tourism organisations to enhance resilience in coping with future crises. Research limitations: This is a single case study and thus it cannot be easily generalised or provide a comprehensive overview of the whole sector. It is also a case study from a single country, affected by two serious crises which limits the applicability of the results to other countries. Practical implications: The study provides useful insights for practitioners in tourism organisations aspiring to improve internal processes of knowledge management and thus mitigating the future tourism crises. Originality/value: This paper contributes to the body of knowledge in terms of the role and relevance of KM during the tourism crisis. It provides food for thought for researchers investigating the knowledge and crisis management processes within the tourism industry.

Author Biographies

Ewa Stolarek-Muszyńska, Doctoral School, Gdansk University of Technology

Ewa Stolarek-Muszyńska is a PhD candidate in Management at Doctoral School, Gdańsk University of Technology. Her research interests are in knowledge management and crisis in tourism industry. Prior to starting her PhD program, she worked for various companies in the business and NGO sector, gaining managerial experience in marketing and management field.   

Malgorzata Zieba, Division of Management, Gdansk University of Technology

Małgorzata Zięba is an Associate Professor of Management in the Department of Management, Faculty of Management and Economics at Gdańsk University of Technology. She received her Ph.D. degree in Economics from the same university. Her research areas concern knowledge and innovation management in small and medium sized companies, mainly from the knowledge-intensive business services (KIBS) sector and sustainable management.

Ettore Bolisani, Department of Management and Engineering - University of Padua

Ettore Bolisani - Associate Professor - Padova University; previously researcher at Manchester University, visiting lecturer - Coventry University, Kaunas Technological University, Universidad Politecnica de Cartagena, Technische Hochschule Köln; Chair - ECKM 2009, 2018, IAKM Past President; Series co-editor - “Knowledge Management and Organisational Learning” (Springer), Editor-in-chief EJKM, Local project leader – EU Knowman project. Rector’s Advisor for teaching innovation at UNIPD.

Enrico Scarso , Department of Management and Engineering - University of Padua

Enrico Scarso Ph.D. is Professor of Engineering Management at the University of Padua (Italy). His current research interests are in the area of technology, innovation and knowledge management. He has published in several Journals and presented papers at various International Conferences. He is co-founder of “International Association for Knowledge Management” – IAKM.

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Published

2024-09-03

Issue

Vol. 25 No. 1 (2024): Proceedings of the 25th European Conference on Knowledge Management

Section

Academic Papers

License

Copyright (c) 2024 European Conference on Knowledge Management

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