Mobiles and Museums
(2015) SMMM20 20151Department of 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)
Please use this url to cite or link to this publication:
http://lup.lub.lu.se/student-papers/record/7359339
- 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
- 2015
- 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}},
language = {{eng}},
note = {{Student Paper}},
title = {{Mobiles and Museums}},
year = {{2015}},
}