Extending and adapting the concept of quality management for museums and cultural heritage attractions: A comparative study of southern European cultural heritage managers' perceptions

Fabio Carbone, Luiz Oosterbeek, Carlos Costa, Ana Maria Ferreira

Research output: Contribution to journalArticle

1 Citation (Scopus)

Abstract

Quality in cultural heritage attractions is mainly approached from the visitors' satisfaction perspective, and the literature does not contain a clear definition of quality in the management of cultural heritage sites open to the public. The present study aims to reframe this trend. By way of theoretical contribution, we propose a definition of quality in cultural heritage attractions management based on dimensions such as the capacity of preserving the cultural assets, the ability to communicate effectively their significance, the quality of commodification for visitor use, and the ability to boost intercultural competence and promote intercultural dialogue. Based on the above, an empirical, qualitative study was conducted on the cultural heritage managers' current perceptions of quality. The results suggest that a profound asymmetry exists among practitioners' opinions and practices, and four types of cultural heritage managers were defined with regard to their perception of quality: Reactionary, Reticent, Pragmatic, Enthusiastic.

Original languageEnglish
Article number100698
JournalTourism Management Perspectives
Volume35
Early online date30 May 2020
DOIs
Publication statusPublished - Jul 2020

Keywords

  • Cultural awareness
  • Cultural heritage attractions
  • Cultural heritage management
  • Intercultural dialogue
  • Quality
  • Tourism
  • Tourism and peace

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management

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