Living the Museum. Dimensions and Consequences of a Satisfactory Museum Experience
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2018-07-05
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en
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Living the Museum: Dimensions and Consequences of a Satisfactory Museum Experience
This thesis focuses on identifying the dimensions of museum experience and their influence as a whole on WOM through satisfaction. Building on previous literature, the research defines a model of museum experience with six dimensions (personal, aesthetic, hedonic, educational, social and structural). A qualitative study with 26 interviews conducted in two different museums (the first in the Netherlands and the second in Italy) was used to verify the conceptual model. The paper contributes to previous research with three main findings: (1) the museum experience is a six-dimensional concept, (2) all the six dimensions of experience positively influence visitor satisfaction, and (3) experience has an indirect and positive impact on traditional WOM intentions through visitor satisfaction. Limitations, future research and implications for practitioners are discussed at the end of the paper.
Key Words: experience, museum, satisfaction, WOM
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Faculteit der Managementwetenschappen