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Mobiles and Museums

Quement, Marie LU (2015) SMMM20 20151
Department of Service Management and Service Studies
Abstract
The recent nationalization of museum institutions, combined with the becoming highly customer-centric society has forced museums to review their strategies. Initially products (artifacts)-oriented; they nowadays have to consider visitors and their experiences with the offered product and services as a major element within their equation as it represents their main source of revenue. According to Pine and Gilmore (1999) customers want to be implied and engaged in the process. Furthermore, by offering new capabilities to users on demand, technologies appear as experience facilitators and engaging tools. However, few researches have been conducted to study their impact upon visitor experiences within cultural institutions.
This study intends... (More)
The recent nationalization of museum institutions, combined with the becoming highly customer-centric society has forced museums to review their strategies. Initially products (artifacts)-oriented; they nowadays have to consider visitors and their experiences with the offered product and services as a major element within their equation as it represents their main source of revenue. According to Pine and Gilmore (1999) customers want to be implied and engaged in the process. Furthermore, by offering new capabilities to users on demand, technologies appear as experience facilitators and engaging tools. However, few researches have been conducted to study their impact upon visitor experiences within cultural institutions.
This study intends to cover this gap by investigating the role of mobile phones and their devoted application within museum visitor experiences by focusing on how it can contribute to engage them in terms of interactions and participation. It also analyzes how museums and visitors use the device as an intermediary to shape the resulting visiting experience. My research focuses on the specific case of the Quai Branly museum and its mobile application.
Findings indicate that through the mobility and ubiquity characteristics of mobile phones, the whole experience is being impacted. In the pre-stage phase, the app enables self-projections and nurtures the imagination of future guests. During the physical visit it grants visitors with more autonomy in the unwinding process of their visit as they can create their own itinerary. Finally, during the post stage phase, they can re-access the exhibits. Through the app, visitors are thus active participants. They are being greater immersed within the cultural environment while, at the same times their interactions with both the exhibits and the device remain limited to its available content and functionalities. (Less)
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author
Quement, Marie LU
supervisor
organization
alternative title
How do museum visitors are being engaged within their visiting experience through the use of mobile apps ?
course
SMMM20 20151
year
type
H2 - Master's Degree (Two Years)
subject
keywords
engaging cultural visit, customer experience, museum, mobile phone technologies
language
English
id
7359339
date added to LUP
2016-02-04 13:22:33
date last changed
2016-02-04 13:22:33
@misc{7359339,
  abstract     = {The recent nationalization of museum institutions, combined with the becoming highly customer-centric society has forced museums to review their strategies. Initially products (artifacts)-oriented; they nowadays have to consider visitors and their experiences with the offered product and services as a major element within their equation as it represents their main source of revenue. According to Pine and Gilmore (1999) customers want to be implied and engaged in the process. Furthermore, by offering new capabilities to users on demand, technologies appear as experience facilitators and engaging tools. However, few researches have been conducted to study their impact upon visitor experiences within cultural institutions.
This study intends to cover this gap by investigating the role of mobile phones and their devoted application within museum visitor experiences by focusing on how it can contribute to engage them in terms of interactions and participation. It also analyzes how museums and visitors use the device as an intermediary to shape the resulting visiting experience. My research focuses on the specific case of the Quai Branly museum and its mobile application.
Findings indicate that through the mobility and ubiquity characteristics of mobile phones, the whole experience is being impacted. In the pre-stage phase, the app enables self-projections and nurtures the imagination of future guests. During the physical visit it grants visitors with more autonomy in the unwinding process of their visit as they can create their own itinerary. Finally, during the post stage phase, they can re-access the exhibits. Through the app, visitors are thus active participants. They are being greater immersed within the cultural environment while, at the same times their interactions with both the exhibits and the device remain limited to its available content and functionalities.},
  author       = {Quement, Marie},
  keyword      = {engaging cultural visit,customer experience,museum,mobile phone technologies},
  language     = {eng},
  note         = {Student Paper},
  title        = {Mobiles and Museums},
  year         = {2015},
}