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The Contribution of Technology-Based Heritage\ud Interpretation to the Visitor Satisfaction in Museums

By Sofia Reino, Nicole Mitsche and Andrew J Frew


The tradition of heritage interpretation is moving away from purely conservational and\ud educational goals to an entertainment- and experience-oriented interpretative provision. New\ud technologies are gaining prominence in museums to enhance visitors’ mindfulness, subsequent\ud learning outcomes and satisfaction. Extant research literature reflects technology-based heritage\ud interpretation; however, such studies implement predetermined outputs which have never been\ud tested by the demand side. This paper seeks to assess technology-mediated heritage\ud interpretation, merging both theory from the museums management and customer satisfaction\ud literatures, and applying Importance-Performance Analysis. Results reveal that new technology\ud does not represent a substitute for other interpretative applications. Its appropriate use in those\ud museums with a traditional interpretative layout enhances displays´ multisensory provision and\ud visitors´ perceived interactivity. The use of technology is more appreciated in traditional\ud museums than in those with live interpretation

Topics: GV, AM
Publisher: Springer
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