Quality in experience economy. Creating a tool for mesuring quality in museums
Achilleos, Marios (2012)
HAAGA-HELIA ammattikorkeakoulu
2012
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2012121419491
https://urn.fi/URN:NBN:fi:amk-2012121419491
Tiivistelmä
Museums of the 21st century need to change the image and make a shift from places that they preserve and exhibit pieces of art, to places that are engaging their customer and offer memorable experiences.
The purpose of this Bachelor thesis is to create a model for measuring the quality of experience in a museum and the factors that affecting that. Based on already existing literature on how to measure quality in service industries, this thesis incorporate the characteristics of experience economy into those and propose an experience quality model with three factors and 26 aspects that are believed to have impact on the experience
quality.
To support the above mentioned model, a qualitative research was conducted in a museum in Finland. The museum was under observation from the researcher for three days. The results
of this research showed that the 26 identified factors have indeed impact on the experience quality of a museum and those museums which want to operate as experience stagers can use that as a starting reference.
The result are based on the researcher’s subjective opinion and also they been tested only in one museum which that might rise questions on validyty and reliability of the study. Also the pre-existing knowledge is based on the service operations and further study need to be undertaken for creating a model based solely on the experience industry.
The purpose of this Bachelor thesis is to create a model for measuring the quality of experience in a museum and the factors that affecting that. Based on already existing literature on how to measure quality in service industries, this thesis incorporate the characteristics of experience economy into those and propose an experience quality model with three factors and 26 aspects that are believed to have impact on the experience
quality.
To support the above mentioned model, a qualitative research was conducted in a museum in Finland. The museum was under observation from the researcher for three days. The results
of this research showed that the 26 identified factors have indeed impact on the experience quality of a museum and those museums which want to operate as experience stagers can use that as a starting reference.
The result are based on the researcher’s subjective opinion and also they been tested only in one museum which that might rise questions on validyty and reliability of the study. Also the pre-existing knowledge is based on the service operations and further study need to be undertaken for creating a model based solely on the experience industry.