Visitors’ experience, mood and satisfaction in a heritage context: Evidence from an interpretation center

Rojas, Carmen de; Camarero, Carmen

doi:10.1016/j.tourman.2007.06.004

Cited by 479 publications

(383 citation statements)

References 77 publications

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“…They are technical quality (what is delivered to the visitors) and the functional service quality (how it is delivered) (Rojas and Camarero 2007;Pile 2010). In another study, Brady and Cronin (2001) figure out that the design quality can be outlined by three perspectives.…”

Section: Research Hypothesesmentioning

confidence: 99%

“…They are outcome quality, interaction quality, and physical environment quality in buildings. As environment quality refers to the ambient conditions (Rojas and Camarero 2007). Oliver (1997) states that visitors' interpretation is related to the level of expectations.…”

Section: Research Hypothesesmentioning

confidence: 99%

“…Oliver (1997) states that visitors' interpretation is related to the level of expectations. Therefore, according to (Rojas and Camarero 2007) expectations is known as previous predictions or beliefs of visitors before they enter the building. Based on Rojas & Camarero (2007) expectations are shaped by several sources of factors and information such as, communication, advertising, word of mouth referrals, or experiences.…”

Section: Research Hypothesesmentioning

confidence: 99%

“…In general visitor's satisfaction has been discussed widely in many articles (Boulding, Kalra et al 1993;Bordass 1996;Oliver 1996;Brock 2007;Black 2008;Bolton 2010;Brock University Team 2010). And with all these discussions and researches, until now there is no clear agreement about the determinant variables that affect the visitors satisfaction (Rojas and Camarero 2007). Several researches and studies (Babin and Griffin 1998;Baker and Crompton 2000;Balk, Zohreh et al 2003;Banning and Schoen 2007;Baker 2008;Ballantyne, Packer et al 2008) concentrated on describing satisfaction by the evaluation of perceived quality (confirmation/disconfirmation theories) from their expectations (Rojas and Camarero 2007).…”

Section: Introductionmentioning

confidence: 99%

“…And with all these discussions and researches, until now there is no clear agreement about the determinant variables that affect the visitors satisfaction (Rojas and Camarero 2007). Several researches and studies (Babin and Griffin 1998;Baker and Crompton 2000;Balk, Zohreh et al 2003;Banning and Schoen 2007;Baker 2008;Ballantyne, Packer et al 2008) concentrated on describing satisfaction by the evaluation of perceived quality (confirmation/disconfirmation theories) from their expectations (Rojas and Camarero 2007). This method also used in this research to measure the satisfaction of elderly visitors, as until this moment there are no researchers studied or focused on the elderly visitors of the Malaysian museums.…”

Section: Introductionmentioning

confidence: 99%

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A Competitive Study on the Interior Environment and the Interior Circulation Design of Malaysian Museums and Elderly Satisfaction

Elottol

Bahauddin²

2011

JSD

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The study explains how the interior environment, the circulation design quality, and visitors' satisfaction are related in the context of interior environment and design of museums in Malaysia. The research intends to examine the interior circulation design that interacts with the interior environment and space planning in museums. This is to understand the relationship between the elderly visitors' satisfaction and the interior circulation design. This paper plans to answer critical questions about the definition of the interior circulation design, and how the interior circulation design can relate to the elderly visitors' satisfaction in museums. Also to explore the relationship between elderly visitors' expectation, design quality and elderly satisfaction. This study is one of the few studies focus on elderly people within museums. The empirical analysis carried out on 509 of elderly visitors in 21 museums in Peninsular Malaysia allows us to confirm that the quality of interior circulation design and interior environment is a direct determinant of elderly satisfaction in museums. The results also reveal that there is a significant relationship between satisfaction and pre-expectation of interior environment. Finally, the interior environment elements of museums such as lighting design, furniture arrangement and finishes materials are also studied.

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Section: Research Hypothesesmentioning

confidence: 99%

Section: Research Hypothesesmentioning

confidence: 99%

Section: Research Hypothesesmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 3 more Smart Citations

A Competitive Study on the Interior Environment and the Interior Circulation Design of Malaysian Museums and Elderly Satisfaction

Elottol

Bahauddin²

2011

JSD

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Symbolic, Experiential and Functional Consumptions of Heritage Tourism Destinations: The Case of Angkor World Heritage Site, Cambodia

Chen

Leask

Sambath

2016

Journal of Tourism Research

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This study empirically investigates the effects of three destination consumptions (namely symbolic, experiential and functional) on tourists' destination attachment and satisfaction, and further on destination loyalty at a heritage tourism destinations. Using a sample of 512 international tourists visiting Angkor, Cambodia, results reveal that all three types of consumptions have significantly positive effects on destination attachment and satisfaction, which in turn positively affect destination loyalty. However, the effects of symbolic consumption and experiential consumption are greater than that of functional consumption. The results also support the importance of the role of destination attachment in the quality-satisfaction-loyalty relationship.

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How Do Service Quality, Experiences and Enduring Involvement Influence Tourists' Behavior? An Empirical Study in the Picasso and Miró Museums in Barcelona

Forgas-Coll

Palau‐Saumell

Matute

et al. 2017

Journal of Tourism Research

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This study develops an integrated model that examines how service quality, perceived experiences and enduring involvement determine tourists' behavior. The model proposes that enduring involvement has both a direct and moderating influence on tourists' satisfaction with the destination. Data were collected from 1091 visitors of two museums in Barcelona: the Picasso Museum and the Miró Foundation. The results suggest that visit experience, service quality and involvement are drivers of satisfaction. Satisfaction influences the behavioral intentions of visitors to the museum. In addition, the visitors' level of art involvement negatively moderates the influence of perceived quality and experience on tourists' satisfaction.

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Visitors’ experience, mood and satisfaction in a heritage context: Evidence from an interpretation center

Cited by 479 publications

References 77 publications

A Competitive Study on the Interior Environment and the Interior Circulation Design of Malaysian Museums and Elderly Satisfaction

A Competitive Study on the Interior Environment and the Interior Circulation Design of Malaysian Museums and Elderly Satisfaction

Symbolic, Experiential and Functional Consumptions of Heritage Tourism Destinations: The Case of Angkor World Heritage Site, Cambodia

How Do Service Quality, Experiences and Enduring Involvement Influence Tourists' Behavior? An Empirical Study in the Picasso and Miró Museums in Barcelona

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