... experience on satisfaction with a museum visit. The study is designed to test a dual-mediator mechanism involving disconfirmation and self-identity. The moderating role of cognitive, affective or behavioral engagements is also examined with the overall purpose to advance the understanding of customer...

... the key role of human resources for service organizations, the aim of this paper is to replicate their model in the tourism sector. Based on this, the empirical analysis is performed within the unique setting of Italian museums, which are responsible for managing a great portion of the country’s cultural...

... Emerald Publishing Limited Licensed re-use rights only The hostile environments in which museums operate force them to be innovative. Most of them have fewer resources and are publicly owned. Because these factors may hinder their innovative potential, this paper aims to propose an open...

...Jennifer Rowley Against the changing perceptions of the nature of the customer experience in museums, this article seeks to explore aspects of the total customer experience in museums, initially through two simple case studies, and subsequently by identifying some of the factors that might...