Museum visitors’ heterogeneity and experience processing

Abstract

This research examines the relationships between affective and cognitive antecedents and consequences of satisfaction under a market heterogeneity approach. It includes co-creation of preparatory activities. The sample consisted of 276 museum visitors in London. Two analysis have been conducted: structural equation model and latent class path analysis. The paper contributes to the development of a theoretical framework for further understanding of service experience in which cocreation plays an important role. Two segments were identified: 1) emotional (with lower degree of co-creation, equally distributed by age and nationality); 2) rational (higher degree of co-creation, younger and domestic visitors). Our research shows significant differences between the two segments regarding variables such as satisfaction, loyalty, service experience, emotion, positive disconfirmation and willingness to pay more.

Opportunism and conflict as precursors of non-economic and economic satisfaction outcomes in seller–customer business relationships

“…It was during this time that the commitment-trust theory of Morgan and Hunt validated the necessity of securing the satisfaction of both parties before committing to a relationship can be secured (Morgan and Hunt 1994). Satisfaction has been widely researched as a critical factor in business relationships to secure a long-term orientation from a buyer's perspective (Morgan and Hunt 1994;Ruiz-Alba et al 2019;Svensson, Mysen, and Payan 2010;Theron, Terblanche, and Boshoff 2012;Vieira, Monteiro, and Veiga 2011;Voldnes, Grønhaug, and Nilssen 2012;Walter, Cleff, and Chu 2013). In the context of supplier-business relationship building, the exchange of benefits, the sharing of costs, and the securing of support between parties becomes vital to sustaining business relationships in the long term.…”

Towards an Inclusive Museum Management Strategy. An Exploratory Study of Consumption Experience in Visitors with Disabilities. The Case of the CosmoCaixa Science Museum

“…The customer-centric approach goes beyond knowing the customer to offering a product adapted to their needs and preferences; today, it is about offering unique and memorable experiences [1].…”

“…The concept of inclusion has become very important in the context of cultural tourism. Its scope means that inclusive organizations must not only be consumer-focused, but also require a strategic orientation that allows them to manage diversity with equity and justice in a sustainable way [1].…”

“…By identifying consumers' wants and needs and the type of relationship they are seeking, organizations have increased their ability to realize them [8]. However, as [9,10] point out, inclusive museum management requires going one step further, by strengthening the emotional dimension that characterizes this concept and offering the visitor vivid, unique, and memorable experiences [1].…”

Evaluating the Application of Lean Six Sigma in the Creative Industry: The Case of a Spanish Company in an Islamic Country

“…According to Han et al (2018) and He et al (2018), several studies highlight the importance to characterize the experiments described in the literature and the tools used for evaluating those experiments. For example, several authors (Entradas et al, 2016) point out that the different information systems, technologies and the Internet impact on the manner that clients experience with museums, in terms of the use of Information Technologies, Virtual Reality solutions (Proietti et al, 2015), Quick Response (QR) code technologies (Rich, 2016;Ruiz-Alba et al, 2019) or diverse devices to transform customer experiences in public spaces.…”