Art experiences and eWOM: Exploring the content of museum reviews

Francesco Zanibellato (), Umberto Rosin () and Francesco Casarin ()
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Francesco Zanibellato: Dept. of Management, Università Ca' Foscari Venice
Umberto Rosin: Dept. of Management, Università Ca' Foscari Venice
Francesco Casarin: Dept. of Management, Università Ca' Foscari Venice

No 15, Working Papers from Venice School of Management - Department of Management, Università Ca' Foscari Venezia

Abstract: The focus of the present research is on eWOM of museum experiences. Our study empirically examined which attributes of a museum experience trigger customersÕ creation of positive and negative eWOM. After having analyzed the reviews of the top 10 TripAdvisor most reviewed museums, we have assigned the experience attributes to an adaptation of the categories of the Kano Model (One-Dimensional, Delighters, Must-BeÕs and Indifferent). Results indicate what are the services of a museum that impact positive and negative reviews.

Keywords: eWOM; museum experiences; TripAdvisor museum; museum marketing; content analysis. (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Pages: 4 pages
Date: 2016-10
New Economics Papers: this item is included in nep-cul and nep-mkt
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