IDEAS home Printed from https://ideas.repec.org/a/eee/aumajo/v17y2009i4p219-225.html
   My bibliography  Save this article

Creating sustainable practice in a museum context: Adopting service-centricity in non-profit museums

Author

Listed:
  • Alcaraz, Celeste
  • Hume, Margee
  • Mort, Gillian Sullivan

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.

Suggested Citation

  • Alcaraz, Celeste & Hume, Margee & Mort, Gillian Sullivan, 2009. "Creating sustainable practice in a museum context: Adopting service-centricity in non-profit museums," Australasian marketing journal, Elsevier, vol. 17(4), pages 219-225.
    • Handle: RePEc:eee:aumajo:v:17:y:2009:i:4:p:219-225
    DOI: 10.1016/j.ausmj.2009.06.003
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S1441358209000408
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.ausmj.2009.06.003?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Arnould, Eric J & Price, Linda L, 1993. "River Magic: Extraordinary Experience and the Extended Service Encounter," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(1), pages 24-45, June.
    2. Weerawardena, Jay & Mort, Gillian Sullivan, 2006. "Investigating social entrepreneurship: A multidimensional model," Journal of World Business, Elsevier, vol. 41(1), pages 21-35, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Izabela Luiza POP & Anca BORZA, 2014. "Increasing the Sustainability of Museums through International Strategy," Economia. Seria Management, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 17(2), pages 248-264, December.
    2. Pop, Izabela Luiza & Borza, Anca, 2015. "Sustainable Museums for Sustainable Development," MPRA Paper 68360, University Library of Munich, Germany.
    3. Shabbar Jaffry & Alexandros Apostolakis, 2011. "Evaluating individual preferences for the British Museum," Journal of Cultural Economics, Springer;The Association for Cultural Economics International, vol. 35(1), pages 49-75, February.
    4. Pei-Hsuan Tsai & Chin-Tsai Lin, 2018. "How Should National Museums Create Competitive Advantage Following Changes in the Global Economic Environment?," Sustainability, MDPI, vol. 10(10), pages 1-20, October.
    5. Izabela Luiza Pop & Anca Borza, 2016. "Factors Influencing Museum Sustainability and Indicators for Museum Sustainability Measurement," Sustainability, MDPI, vol. 8(1), pages 1-22, January.
    6. Tanja Komarac, 2014. "A New World for Museum Marketing? Facing the Old Dilemmas while Challenging New Market Opportunities," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 26(2), pages 199-214.
    7. Izabela Luiza Pop & Diana Sabina Ighian & Rita Monica Toader & Rada Florina Hahn, 2024. "Predictors of Adopting a Sustainability Policy in Museums," Sustainability, MDPI, vol. 16(10), pages 1-20, May.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Bilgihan, Anil & Madanoglu, Melih & Ricci, Peter, 2016. "Service attributes as drivers of behavioral loyalty in casinos: The mediating effect of attitudinal loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 14-21.
    2. Hugo Martins & Paulo Carvalho & Nuno Almeida, 2021. "Destination Brand Experience: A Study Case in Touristic Context of the Peneda-Gerês National Park," Sustainability, MDPI, vol. 13(21), pages 1-17, October.
    3. Chang-Chih Wei & Shang-Yun Yen, 2018. "A Study on Constructing the Business Models of Community Development Social Enterprises from the Perspective of Social Design Strategies," International Business Research, Canadian Center of Science and Education, vol. 11(7), pages 152-158, July.
    4. Matt Grimes, 2010. "Strategic Sensemaking within Funding Relationships: The Effects of Performance Measurement on Organizational Identity in the Social Sector," Entrepreneurship Theory and Practice, , vol. 34(4), pages 763-783, July.
    5. Gassmann, Oliver & Keupp, Marcus Matthias, 2007. "The competitive advantage of early and rapidly internationalising SMEs in the biotechnology industry: A knowledge-based view," Journal of World Business, Elsevier, vol. 42(3), pages 350-366, September.
    6. Barbara Bradač Hojnik & Katja Crnogaj, 2020. "Social Impact, Innovations, and Market Activity of Social Enterprises: Comparison of European Countries," Sustainability, MDPI, vol. 12(5), pages 1-15, March.
    7. Inmaculada Buendía-Martínez & Inmaculada Carrasco Monteagudo, 2020. "The Role of CSR on Social Entrepreneurship: An International Analysis," Sustainability, MDPI, vol. 12(17), pages 1-22, August.
    8. Robin Stevens & Nathalie Moray & Johan Bruneel, 2015. "The Social and Economic Mission of Social Enterprises: Dimensions, Measurement, Validation, and Relation," Entrepreneurship Theory and Practice, , vol. 39(5), pages 1051-1082, September.
    9. I Wayan Ruspendi Junaedi & I Wayan Damayana & Dermawan Waruwu & I Gusti Bagus Rai Utama, 2020. "Social Enterprises through Traditional Cooperation: Love, Joint Responsibility, Portfolio, and Wellbeing," Technium Social Sciences Journal, Technium Science, vol. 12(1), pages 333-346, October.
    10. Maria Rumyantseva & Catherine Welch, 2023. "The born global and international new venture revisited: An alternative explanation for early and rapid internationalization," Journal of International Business Studies, Palgrave Macmillan;Academy of International Business, vol. 54(7), pages 1193-1221, September.
    11. Earl, Peter E., 2012. "Experiential analysis of automotive consumption," Journal of Business Research, Elsevier, vol. 65(7), pages 1067-1072.
    12. Aydin Kayabasi & Ceren Karavelioglu & N. Derya Ergun Ozler, 2021. "The Effect of Institutional Environment, General SelfEfficacy and Desirability On Social Entrepreneurship Intentions in Turkey," Istanbul Business Research, Istanbul University Business School, vol. 50(2), pages 411-434, November.
    13. Hufrish Majra & Rajan Saxena & Sumi Jha & Srinath Jagannathan, 2016. "Structuring Technology Applications for Enhanced Customer Experience: Evidence from Indian Air Travellers," Global Business Review, International Management Institute, vol. 17(2), pages 351-374, April.
    14. Iuliu Marin IVANESCU & Camelia M. GHEORGHE & Gina Gilet SZTRUTEN, 2013. "Social Entrepreneurship In Eu Region," Romanian Economic Business Review, Romanian-American University, vol. 8(4.1), pages 416-426, december.
    15. Gainer, Brenda, 1995. "Ritual and relationships: Interpersonal influences on shared consumption," Journal of Business Research, Elsevier, vol. 32(3), pages 253-260, March.
    16. Shubhabrata Basu & Anita Sharma, 2014. "Exploring Stewardship as an Antecedent Behavioural Trait of Social Entrepreneurs," Journal of Entrepreneurship and Innovation in Emerging Economies, Entrepreneurship Development Institute of India, vol. 23(1), pages 19-33, March.
    17. Dong, Ping & Siu, Noel Yee-Man, 2013. "Servicescape elements, customer predispositions and service experience: The case of theme park visitors," Tourism Management, Elsevier, vol. 36(C), pages 541-551.
    18. Quan-Hoang Vuong, 2016. "Impacts of geographical locations and sociocultural traits on the Vietnamese entrepreneurship," Working Papers CEB 16-012, ULB -- Universite Libre de Bruxelles.
    19. Régis Y. Chenavaz & Alexandra Couston & Stéphanie Heichelbech & Isabelle Pignatel & Stanko Dimitrov, 2023. "Corporate Social Responsibility and Entrepreneurial Ventures: A Conceptual Framework and Research Agenda," Sustainability, MDPI, vol. 15(11), pages 1-30, May.
    20. João J. M. Ferreira & Cristina I. Fernandes & Sascha Kraus, 2019. "Entrepreneurship research: mapping intellectual structures and research trends," Review of Managerial Science, Springer, vol. 13(1), pages 181-205, February.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:aumajo:v:17:y:2009:i:4:p:219-225. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/australasian-marketing-journal/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.