This paper aims to explore the relationship between perceived satisfaction and loyalty of Spanish arts participants. Evidence suggests that customer satisfaction plays a key role in an organization＇s ability to maint...This paper aims to explore the relationship between perceived satisfaction and loyalty of Spanish arts participants. Evidence suggests that customer satisfaction plays a key role in an organization＇s ability to maintain a relationship with its customers. We examined the link between satisfaction and loyalty within a theoretical framework based on an empirical study in which data from more than 14,000 respondents were obtained. This data allowed us to evaluate the arts consumer from an attitudinal and behavioral perspective looking at their interests, satisfaction level, frequency of attendance, and compare it using the participant＇s education level. A descriptive statistical analysis using ANOVA （analysis of variance）, correlation, partial correlation, and multiple regression provided evidence that, in the context of experiencing an arts show, satisfaction does not have any impact on loyalty but education level plays a significant role in people＇s interest and loyalty.展开更多
This paper is intended to give a contribution to the debate on the functional relationship between the museum and the local territory; more specifically, the aim of this study is to understand the role of a museum loc...This paper is intended to give a contribution to the debate on the functional relationship between the museum and the local territory; more specifically, the aim of this study is to understand the role of a museum location in attracting visitors and influencing their processes of choice and satisfaction. The study follows, in particular, a previous study conducted by Mariani and Mussini （2013） based on Fondazione di Venezia data, with a view to better contextualization level. Previous studies have examined the role of museums in enhancing the image of a destination and in attracting and conveying additional tourists＇ fluxes, arguing that although not all museums are a destination of choice for visitors, a great museum or a strong exhibition program still does represent a national and international attraction. This paper overturns this argument investigating whereas an appealing location （such as a tourist destination） can influence prospective visitors about the level of attractiveness of a pay cultural event taking place therein. A questionnaire was developed and data were collected at the Palazzo Ducale in Venice, Italy, in 2007, during the art exhibition ＂Venezia e l＇Islam 829-1797＂, via 501 face-to-face visitors interviews. The research model analyzes data through the conjoint analysis and the descriptive statistics. Results show that the exhibition location has been a relevant factor in influencing the visitors＇ decision process linked to the attendance of the event. Data show that, for the majority of visitors, the exhibition had been located elsewhere, they would not have visited it. Thus, an appealing location or a structured tourist destination may function as an attractive platform that may contribute to enforce the overall visitor＇s satisfaction with regard to his or her attendance to a cultural event. Furthermore, such a fact depends on specific objective variables （e.g., level of education, age）, although no significant differences were reported between segments based on other socio-demographic characteristics such as sex. To conclude, arts and cultural managers should market and position cultural events in locations that can function as attractive, thus as emotionally driven experience consumption sites. Furthermore, they should consider both the cognitive and the emotional aspects of visitor＇s experience when designing and planning their events, as well as when assessing visitor＇s satisfaction. Cognitive and emotional aspects should be considered simultaneously when measuring visitors＇ satisfaction. In shaping visitors＇ satisfaction, emotions, such as the pleasure to be in a particular location, are more significant than cognitive aspects, such as the theme of the exhibition.展开更多
文摘This paper aims to explore the relationship between perceived satisfaction and loyalty of Spanish arts participants. Evidence suggests that customer satisfaction plays a key role in an organization＇s ability to maintain a relationship with its customers. We examined the link between satisfaction and loyalty within a theoretical framework based on an empirical study in which data from more than 14,000 respondents were obtained. This data allowed us to evaluate the arts consumer from an attitudinal and behavioral perspective looking at their interests, satisfaction level, frequency of attendance, and compare it using the participant＇s education level. A descriptive statistical analysis using ANOVA （analysis of variance）, correlation, partial correlation, and multiple regression provided evidence that, in the context of experiencing an arts show, satisfaction does not have any impact on loyalty but education level plays a significant role in people＇s interest and loyalty.
文摘This paper is intended to give a contribution to the debate on the functional relationship between the museum and the local territory; more specifically, the aim of this study is to understand the role of a museum location in attracting visitors and influencing their processes of choice and satisfaction. The study follows, in particular, a previous study conducted by Mariani and Mussini （2013） based on Fondazione di Venezia data, with a view to better contextualization level. Previous studies have examined the role of museums in enhancing the image of a destination and in attracting and conveying additional tourists＇ fluxes, arguing that although not all museums are a destination of choice for visitors, a great museum or a strong exhibition program still does represent a national and international attraction. This paper overturns this argument investigating whereas an appealing location （such as a tourist destination） can influence prospective visitors about the level of attractiveness of a pay cultural event taking place therein. A questionnaire was developed and data were collected at the Palazzo Ducale in Venice, Italy, in 2007, during the art exhibition ＂Venezia e l＇Islam 829-1797＂, via 501 face-to-face visitors interviews. The research model analyzes data through the conjoint analysis and the descriptive statistics. Results show that the exhibition location has been a relevant factor in influencing the visitors＇ decision process linked to the attendance of the event. Data show that, for the majority of visitors, the exhibition had been located elsewhere, they would not have visited it. Thus, an appealing location or a structured tourist destination may function as an attractive platform that may contribute to enforce the overall visitor＇s satisfaction with regard to his or her attendance to a cultural event. Furthermore, such a fact depends on specific objective variables （e.g., level of education, age）, although no significant differences were reported between segments based on other socio-demographic characteristics such as sex. To conclude, arts and cultural managers should market and position cultural events in locations that can function as attractive, thus as emotionally driven experience consumption sites. Furthermore, they should consider both the cognitive and the emotional aspects of visitor＇s experience when designing and planning their events, as well as when assessing visitor＇s satisfaction. Cognitive and emotional aspects should be considered simultaneously when measuring visitors＇ satisfaction. In shaping visitors＇ satisfaction, emotions, such as the pleasure to be in a particular location, are more significant than cognitive aspects, such as the theme of the exhibition.
