Purpose: Eco-museums safeguard the cultural authenticity and the historical identity of the place in which they operate. Conventional organizational models and management practices are generally employed to achieve this institutional aim. Conversely, innovative solutions – such as digitization – are overlooked. Adopting a service quality management perspective, the article intends to examine the role of managerialization and professionalization in triggering eco-museums' digitization. Design/methodology/approach: An empirical analysis involving 126 eco-museums operating in Italy as of 2018 was designed to investigate the implications of managerialization and professionalization on the eco-museums' propensity to embark on a digitization process. Two different forms of digitization were examined: (1) the presence of eco-museums in the digital environment; and (2) the exploitation of digital tools for service delivery. The mediating role of two “soft” total quality management (TQM) practices, i.e. people centredness and strategic focus on visitors' experience, was contemplated in the empirical analysis. Findings: The research findings suggest that managerialization and professionalization have ambiguous effects on eco-museums' digitization. Nevertheless, they indirectly contribute to a greater digital presence of eco-museums and to a larger use of digital tools for service delivery through an increased use of soft TQM practices. Research limitations/implications: Managerialization and professionalization are likely to foster the digital transition of eco-museums, which advances their ability to protect and promote the local cultural heritage. Soft TQM practices intended to achieve people-centredness and to enhance the visitors' experience should be exploited to stimulate the eco-museums' digitization. Originality/value: The article examines the triggers of eco-museums' digitization, providing some food for thought to scholars and practitioners.

Locally focused and digitally oriented: examining eco-museums' digitization in a service quality management perspective / Palumbo, R.; Ciasullo, M. V.; Pellegrini, M. M.; Caputo, A.; Turco, M.. - In: THE TQM JOURNAL. - ISSN 1754-2731. - 2021:ahead-of-print(2021). [10.1108/TQM-02-2021-0046]

Locally focused and digitally oriented: examining eco-museums' digitization in a service quality management perspective

Caputo A.;
2021-01-01

Abstract

Purpose: Eco-museums safeguard the cultural authenticity and the historical identity of the place in which they operate. Conventional organizational models and management practices are generally employed to achieve this institutional aim. Conversely, innovative solutions – such as digitization – are overlooked. Adopting a service quality management perspective, the article intends to examine the role of managerialization and professionalization in triggering eco-museums' digitization. Design/methodology/approach: An empirical analysis involving 126 eco-museums operating in Italy as of 2018 was designed to investigate the implications of managerialization and professionalization on the eco-museums' propensity to embark on a digitization process. Two different forms of digitization were examined: (1) the presence of eco-museums in the digital environment; and (2) the exploitation of digital tools for service delivery. The mediating role of two “soft” total quality management (TQM) practices, i.e. people centredness and strategic focus on visitors' experience, was contemplated in the empirical analysis. Findings: The research findings suggest that managerialization and professionalization have ambiguous effects on eco-museums' digitization. Nevertheless, they indirectly contribute to a greater digital presence of eco-museums and to a larger use of digital tools for service delivery through an increased use of soft TQM practices. Research limitations/implications: Managerialization and professionalization are likely to foster the digital transition of eco-museums, which advances their ability to protect and promote the local cultural heritage. Soft TQM practices intended to achieve people-centredness and to enhance the visitors' experience should be exploited to stimulate the eco-museums' digitization. Originality/value: The article examines the triggers of eco-museums' digitization, providing some food for thought to scholars and practitioners.
2021
ahead-of-print
Palumbo, R.; Ciasullo, M. V.; Pellegrini, M. M.; Caputo, A.; Turco, M.
Locally focused and digitally oriented: examining eco-museums' digitization in a service quality management perspective / Palumbo, R.; Ciasullo, M. V.; Pellegrini, M. M.; Caputo, A.; Turco, M.. - In: THE TQM JOURNAL. - ISSN 1754-2731. - 2021:ahead-of-print(2021). [10.1108/TQM-02-2021-0046]
File in questo prodotto:
File Dimensione Formato  
2021_TQMJ_Locally focused and digitally oriented.pdf

Solo gestori archivio

Tipologia: Post-print referato (Refereed author’s manuscript)
Licenza: Tutti i diritti riservati (All rights reserved)
Dimensione 607.33 kB
Formato Adobe PDF
607.33 kB Adobe PDF   Visualizza/Apri

I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione

Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/11572/311351
Citazioni
  • ???jsp.display-item.citation.pmc??? ND
  • Scopus 9
  • ???jsp.display-item.citation.isi??? 6
social impact