Knowledge management processes and infrastructures: a hotel's performance overview

The principal goal of this study is to identify the role of knowledge management processes and infrastructures as a determinant of financial and operational in the hotel industry, particularly how these knowledge management strategies have positive an impact on the hotels performance. The authors use a quantitative approach based on an email survey applied to 55 Portuguese hotels. The results show that the knowledge management systems and technological and non-technological infrastructure are critical for hotels competitiveness and obtaining operational and financial competitive advantages. This will help hotel managers better understand how to align knowledge management strategies linked with systems, technological and non-technological infrastructure, and improve hotel competitiveness. This chapter is one of the first studies to investigate the links among knowledge management strategy of systems and technological and non-technological infrastructure with operational and financial performance.