Contemplating museums’ service failure: Extracting the service quality dimensions of museums from negative on-line reviews

Yaohua Su, Weichen Teng*

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review

48 Citations (Scopus)

Abstract

Museums are important attractions in contemporary cultural tourism, which has brought them economic benefit as well as managerial challenges. Museums' mandate of custodianship and curatorial and educational focus on tangible artifacts and facilities has been diverted to and augmented by the intangible memories, emotions, and experiences of visitors and tourists. Identifying museum service failures from social media is complementary to, rather than a contradiction of, museum visitor satisfaction assessment. This study, through adoption of interdisciplinary literature, has extracted twelve service qualities— assurance, reliability, responsiveness, tangibles, empathy, communication, consumables, convenience, servicescape, purposiveness, contemplation, and first-hand experience—as grounds for contemplating conception and operation of museum tourism as well as consumer-based museum servicescapes.

Original languageEnglish
Pages (from-to)214-222
Number of pages9
JournalTourism Management
Volume69
DOIs
Publication statusPublished - 2018 Dec
Externally publishedYes

Keywords

  • Museum management
  • Museum tourism
  • On-line review
  • Service failure
  • Service quality
  • Social media
  • TripAdvisor
  • Visitor experience

ASJC Scopus subject areas

  • Development
  • Transportation
  • Tourism, Leisure and Hospitality Management
  • Strategy and Management

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