Creating sustainable practice in a museum context: adopting service-centricity in non-profit museums
Article
Article Title | Creating sustainable practice in a museum context: adopting service-centricity in non-profit museums |
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ERA Journal ID | 19788 |
Article Category | Article |
Authors | Alcaraz, Celeste (Author), Hume, Margee (Author) and Sullivan Mort, Gillian (Author) |
Journal Title | Australasian Marketing Journal |
Journal Citation | 17 (4), pp. 219-229 |
Number of Pages | 11 |
Year | 2009 |
Publisher | SAGE Publications Ltd |
Place of Publication | Oxford, United Kingdom |
ISSN | 1441-3582 |
1839-3349 | |
Digital Object Identifier (DOI) | https://doi.org/10.1016/j.ausmj.2009.06.003 |
Web Address (URL) | http://au.vlex.com/source/australasian-marketing-journal-3455 |
Abstract | The main purpose of this study is the identification of issues from a consumer perspective that can assist in the creation of sustainable museums. This work specifically focuses on customer research including the service encounter experience. It has been suggested museum sustainability is questionable in the long term, with a need for fundamental change in the mental modes and attitudes assumed in the management of the sector, in particular the need for more effective and appropriate marketing strategies. Adopting a qualitative research approach, twenty consultant customers kept a service encounter diary and were subsequently interviewed in-depth. These scripts were analyzed thematically until theoretical saturation was achieved. Findings indicate many issues focusing on the creation of reflective spaces, self-paced consumption, solitude versus social exchange, the need for supplementary service to be more effectively developed, improvement in non custodial servicescapes and the relationships of satisfaction to process and amenities. Implications for management and research have been highlighted. |
Keywords | non-profit museums; sustainability; cumulative customers reflective spaces; self paced consumption; satisfaction |
ANZSRC Field of Research 2020 | 430299. Heritage, archive and museum studies not elsewhere classified |
350605. Marketing management (incl. strategy and customer relations) | |
350715. Quality management | |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | Griffith University |
https://research.usq.edu.au/item/q01x3/creating-sustainable-practice-in-a-museum-context-adopting-service-centricity-in-non-profit-museums
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