The role of digital mediation devices in the satisfaction of art museum audiences

Le rôle des dispositifs numériques de médiation dans la satisfaction des publics de musée d’art

Elodie Jarrier () and Dominique Bourgeon-Renault ()
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Elodie Jarrier: GRANEM - Groupe de Recherche Angevin en Economie et Management - UA - Université d'Angers - AGROCAMPUS OUEST - Institut National de l'Horticulture et du Paysage
Dominique Bourgeon-Renault: CREGO - Centre de Recherche en Gestion des Organisations (EA 7317) - Université de Haute-Alsace (UHA) - Université de Haute-Alsace (UHA) Mulhouse - Colmar - UB - Université de Bourgogne - UBFC - Université Bourgogne Franche-Comté [COMUE] - UFC - Université de Franche-Comté - UBFC - Université Bourgogne Franche-Comté [COMUE]

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Abstract: The effects of «self-service technologies» (SST) (Curran and Meuter 2005) on the value and satisfaction of service experience (Lin and Hsieh 2007; Mencarelli and Rivière 2014; Meuter et al. 2003) have been little studied in the arts and culture field. The research explores the effects of the use of a digital mediation device on the museum experience and on the overall satisfaction of the public. The results of the analysis of 916 questionnaires collected from visitors to the Louvre Lens museum show that the use of a digital mediation device during the museum visit experience does not significantly impact overall public satisfaction with the visit.

Keywords: experience; satisfaction; self-service technologies; quantitative; museums; expérience; étude quantitative; musées (search for similar items in EconPapers)
Date: 2019-12
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Published in Journal of Marketing Trends, 2019, 5 (3), pp.67-84

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-02518872

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