Wykorzystanie narzędzi cyfrowych do współtworzenia doświadczenia turystycznego w muzeum

Abstract

ICT has been increasingly applied to tourism, one example being the use of digital tools in the organisation of museum exhibitions. The aim of this paper is to present museum visitors’ attitudes towards the use of digital tools in co-creating the tourist experience. To achieve this, individual semi-structured interviews were conducted with museum visitors in Kraków in 2021. The collected material was then thematically analysed, identifying five elements of co-creating the tourist experience in the museum in relation to the use of information and communication technology. In this study, two perspectives were considered: the use of digital tools and the use of information obtained through digital tools. The co-creation of the tourist experience at the museum was influenced by (1) the ease and convenience of use, (2) flexible and optional use, and (3) the ability to use the tools without experiencing fatigue, tiredness, or stress, (4) the ease of retaining information and (5) the satisfaction gained from the knowledge and entertainment provided. However, the use of digital tools in museums can have the opposite effect, resulting in the co-destruction of the tourist experience. This can be due to a lack of knowledge on how to use the tools and a reluctance to use them. Cultural institutions can use the study results to increase the usefulness of their museum offerings to end users, thus promoting and developing local tourism.