Investigating Critical Effect of China Palace Museum’s Social Media Service Quality on Visitor’s Satisfaction
DOI:
https://doi.org/10.55908/sdgs.v11i9.1600Keywords:
social media usage, museums, social media, public identity, visitors’ satisfactionAbstract
Purpose: The integration of social media platforms within cultural institutions has revolutionized the way visitors engage with museums, enabling greater accessibility to exhibit and fostering interactive experiences. This study delves into the impact of social media service quality on visitor satisfaction within the iconic Palace Museum in China.
Theoretical framework: The examination of the correlation between tourists' perceived ease of use and satisfaction can be approached from the perspective of the Technology Acceptance Model (TAM). In accordance with the Technology Acceptance Model (TAM), the degree to which tourists perceive a particular technology as facile to employ exerts a noteworthy influence on their inclinations towards embracing and employing said technology.
Design/methodology/approach: The main research methods adopted in this research is questionnaire survey. The questionnaire items designed in this study. The questionnaire is mainly designed from the perspective of tourist experience. This paper uses PLS-SEM statistical software to test the reliability analysis of each measurement variable of the questionnaire and carries out cumulative analysis of variance for these measurement variables. PLS-SEM is used to analyse the factors, and the relevant factors and fitting indexes are obtained.
Findings: The analysis shed light on the complex interactions between these elements in the context of the museum visit. The results of this research highlight the value of social media sites as crucial instruments for raising visitor satisfaction at cultural organisations like the China Palace Museum. The first level of interaction that visitors had with the museum's digital interfaces was significantly shaped by their perception of simplicity of use, which is a core component of technological adoption. Visitors are more likely to investigate, interact, and fully engage with the museum's contents when these interfaces are seen as user-friendly and intuitive. Their overall happiness levels are significantly impacted by this increased participation.
Research, Practical & Social implications: Through a comprehensive analysis of visitor perceptions and interactions with the Palace Museum's social media offerings, this study contributes to a deeper understanding of how social media service quality influences visitor satisfaction, thus providing valuable insights for enhancing the digital museum experience. As museums worldwide seek to adapt to the digital age, this study offers practical implications for optimizing social media strategies to create more fulfilling and engaging visitor encounters in the Palace Museum and beyond.
Originality/value: This study aims to contribute to the existing body of knowledge by examining the dimensions of service quality specific to social media, including perceive ease of use and perceive usefulness with the present of public identity as mediator, this research aims to uncover the intricate relationship between these factors and visitor satisfaction as dependent variable.
References
Abbasi, A. Z., Tsiotsou, R. H., Hussain, K., Rather, R. A., & Ting, D. H. (2023). Investigating the impact of social media images’ value, consumer engagement, and involvement on eWOM of a tourism destination: A transmittal mediation approach. Journal of Retailing and Consumer Services, 71, 103231. DOI: https://doi.org/10.1016/j.jretconser.2022.103231
Adomavicius G, Tuzhilin A. (2015). Context-aware recommender systems. Recommender systems handbook. Springer, 191-226. DOI: https://doi.org/10.1007/978-1-4899-7637-6_6
Ady Milman (2021) The global theme park industry[J]. Worldwide Hospitality & Tourism Themes,2(3):220-237. DOI: https://doi.org/10.1108/17554211011052177
Agapito D, Valle P, Mendes J. (2021) The sensory dimension of tourist experiences: capturing meaningful sensory-informed themes in Southwest Portugal. [J]. Tourism Management. 42(3): 224-237 DOI: https://doi.org/10.1016/j.tourman.2013.11.011
Ajzen I F M. (1980) Understanding Attitudes and Predicting Social Behaviour[M]. London: Prentice Hall.
Al Jarah, A., & Emeagwali, O. L. (2017). Corporate social responsibility and behavioral intention: The moderator effect of contextual factors. Social Responsibility Journal, 13(4), 678–697. doi:10.1108/SRJ-07-2017-0113 DOI: https://doi.org/10.1108/SRJ-07-2017-0113
Andreasen A R. (1985) Consumer Responses to Dissatisfaction in Loose Monopolies[J]. Journal of Consumer Research. 12(2): 135-141. DOI: https://doi.org/10.1086/208502
Arasli, M Abdullahi, T Gunay (2021) Social media as a destination marketing tool for a sustainable heritage festival in Nigeria: A moderated mediation study. [J]. Sustainability, (3): 17-49. DOI: https://doi.org/10.3390/su13116191
Bai Huiping. (2008) An analysis of the way to improve customer loyalty in e-commerce mode [J]. China Market. 2008(10): 134-135.
Bai, Q., & Nam, B. H. (2023). Symbolic power for student curators as social agents: the emergence of the museum of World Languages at Shanghai International Studies University during the COVID-19 era. Museum Management and Curatorship, 1-25. DOI: https://doi.org/10.1080/09647775.2023.2188473
Barragáns-Martínez AB, Costa-Montenegro E, Burguillo JC, et al. (2010). A hybrid content-based and item-based collaborative filtering approach to recommend TV programs enhanced with singular value decomposition[J]. Information Sciences, 180 (22): 4290-4311. DOI: https://doi.org/10.1016/j.ins.2010.07.024
BING Zhenhua, GAO Jun. (2016) Assessment of landscape recreation value and spatial differentiation in Jiuzhaigou [J]. Journal of Ecology. 2016, 36(14): 4298-4306. DOI: https://doi.org/10.5846/stxb201412222551
Boekhorst J A. (2018) The Role of Authentic Leadership in Fostering Workplace Inclusion: A Social Information Processing Perspective[J]. Human Resource Management. 54(2): 241-264. DOI: https://doi.org/10.1002/hrm.21669
Bonel, E., Capestro, M., & Di Maria, E. (2023). How COVID-19 impacted cultural consumption: an explorative analysis of Gen Z’s digital museum experiences. Italian Journal of Marketing, 2023(2), 135-160.
Boomsma A. (1982) The robustness of LISREL against small sample sizes in factor analysis models. In K.G. Jöreskog, & H. Wold (Eds.), Systems under indirect observation: prediction[M].
Bosque IRD, Martín HS， (2018). Tourist satisfaction a cognitive-affective model[J]. Annals of Tourism Research, 35 (2): 551-573. DOI: https://doi.org/10.1016/j.annals.2008.02.006
Bounia, A. (2023). Book Review: J. Pedro Lorente, Reflections on Critical Museology: Inside and Outside Museums. Museum and Society, 21(1), 107-108. DOI: https://doi.org/10.29311/mas.v21i1.4293
Brandt T, Bendler J, Neumann D.（2019）Social media analytics and value creation in urban smart tourism ecosystems[J]. Information & Management, 54 (6): S0378720617300125. DOI: https://doi.org/10.1016/j.im.2017.01.004
Breitsohl J, Garrod B. (2019) Assessing tourists' cognitive, emotional, and behavioural reactions to an unethical destination incident. [J]. Tourism Management. 54: 209-220. DOI: https://doi.org/10.1016/j.tourman.2015.11.004
Brida, J. G., González Rosas, E. L., & Giménez, M. N. S. (2023). Dark satisfaction in Guanajuato’s Mummies Museum visitors. Journal of Tourism, Heritage & Services Marketing (JTHSM), 9(1), 15-24.
Buckley R, Mcdonald K, Lian D, et al. (2014). Chinese model for mass adventure tourism[J]. Tourism management, 44 (6): 5-13. DOI: https://doi.org/10.1016/j.tourman.2014.01.021
Budianta, M., & Tiwon, S. (2023). Trajectories of Memory: An Introduction. In Trajectories of Memory: Excavating the Past in Indonesia (pp. 3-19). Singapore: Springer Nature Singapore. DOI: https://doi.org/10.1007/978-981-99-1995-6_1
Buhalis D, Foerste M.（2021）So Co Mo marketing for travel and tourism: Empowering co-creation of value[J]. Journal of Destination Marketing & Management,4 (3): 151-161. DOI: https://doi.org/10.1016/j.jdmm.2015.04.001
Burkov, I., & Gorgadze, A. (2023). From text to insights: understanding museum consumer behavior through text mining TripAdvisor reviews. International Journal of Tourism Cities. DOI: https://doi.org/10.1108/IJTC-05-2023-0085
Burnham T, Frels J, Mahajan V. (2003) Consumer switching costs: a typology, antecedents, and consequences[J]. Journal of the Academy of Marketing Science. (2): 89-97. DOI: https://doi.org/10.1177/0092070302250897
Cai, Y. (2023). Popularizing racial discourse: the visual and verbal representation of Africans in Chinese social media. Asian Ethnicity, 24(3), 369-389. DOI: https://doi.org/10.1080/14631369.2023.2192906
Cao, T. L. (2023). Rethinking openness: a social constructivist approach to the promises of the new museology. Internet Histories, 1-20. DOI: https://doi.org/10.1080/24701475.2023.2244341
Chen, X. (2023). THE MIDDLE GROUND: Photography and Architectural Preservation in the Era of Social Media (Doctoral dissertation, Harvard University).
Cheng, W., Tian, R., & Chiu, D. K. (2023). Travel vlogs influencing tourist decisions: information preferences and gender differences. Aslib Journal of Information Management. DOI: https://doi.org/10.1108/AJIM-05-2022-0261
Cheng, X., Chen, G., & Wu, Y. (2023, February). Research on the Development of the Palace Museum Based on Social Media. In 2022 4th International Conference on Literature, Art and Human Development (ICLAHD 2022) (pp. 1139-1145). Atlantis Press. DOI: https://doi.org/10.2991/978-2-494069-97-8_145
Chua BL, Lee S, Goh B, et al. (2015). Impacts of cruise service quality and price on vacationers’ cruise experience: Moderating role of price sensitivity[J]. International Journal of Hospitality Management, 44: 131-145. DOI: https://doi.org/10.1016/j.ijhm.2014.10.012
Crosby L A, Stephens N. (1987) Effects of Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry[J]. Journal of Marketing Research. 24(4): 404-411. DOI: https://doi.org/10.1177/002224378702400408
Dai, W. (2023). Locating and Designing Participatory Conservation in the Museum: an analysis of Chinese practices. International Journal of Education and Humanities, 9(3), 134-142. DOI: https://doi.org/10.54097/ijeh.v9i3.10452
Dan R D, Todor W D. T (2020) turned over: An Expanded and Positive Perspective[J]. Academy of Management Review Academy of Management. 4(2): 225-235. DOI: https://doi.org/10.5465/amr.1979.4289021
Decrop A, Snelders D. (2020) A grounded typology of vacation decision-making[J]. Tourism Management. 26(2): 121-132. DOI: https://doi.org/10.1016/j.tourman.2003.11.011
Deng, Y., Zhang, X., Zhang, B., Zhang, B., & Qin, J. (2023). From digital museuming to on-site visiting: The mediation of cultural identity and perceived value. Frontiers in Psychology, 14, 1111917. DOI: https://doi.org/10.3389/fpsyg.2023.1111917
Dick A S, Basu K. (1994) Customer Loyalty: Toward an integrated conceptual framework [J], Journal of the Academy of Marketing Science[J]. Journal of the Academy of Marketing Science. (22): 69-80. DOI: https://doi.org/10.1177/0092070394222001
Ding L, Velicer W F, Harlow L. (2018) Effect of Estimation Methods, Number of Indicators per Factor, and Improper Solutions on Structure Equation Modeling Fit Indices[J]. Structural Equation Modeling. (2): 119-143. DOI: https://doi.org/10.1080/10705519509540000
Dumitrașcu, A. V., Teodorescu, C., & Cioclu, A. (2023). Accessibility and Tourist Satisfaction—Influencing Factors for Tourism in Dobrogea, Romania. Sustainability, 15(9), 7525. DOI: https://doi.org/10.3390/su15097525
Dunlop P D, Lee K. (2019) Workplace deviance, organizational citizenship behaviour, and business unit performance: the bad apples do spoil the whole barrel[J]. Journal of Organizational Behavior.25(1): 67-80. DOI: https://doi.org/10.1002/job.243
Elena, B., Mauro, C., & Eleonora Di, M. (2023). How COVID-19 impacted cultural consumption: an explorative analysis of Gen Z’s digital museum experiences. DOI: https://doi.org/10.1007/s43039-023-00071-6
Fan, J. (2023). An exploration of a third participatory museology approach in the interaction with local business and tradition at the Guangdong-Hong Kong-Macao Greater Bay Area art museums. Collection and Curation, (ahead-of-print). DOI: https://doi.org/10.1108/CC-06-2022-0027
Faulkner B, Nikolov S. Katherine, (2021) a post-mortem of a tourism disaster. [J]. Tourism Management. 22(4): 331-344 DOI: https://doi.org/10.1016/S0261-5177(00)00069-8
Firman, A., Moslehpour, M., Qiu, R., Lin, P. K., Ismail, T., & Rahman, F. F. (2023). The impact of eco-innovation, ecotourism policy and social media on sustainable tourism development: evidence from the tourism sector of Indonesia. Economic Research-Ekonomska Istraživanja, 36(2), 2143847. DOI: https://doi.org/10.1080/1331677X.2022.2143847
Fornell C, Johnson M D. (2014) The American customer satisfaction index: nature, purpose, and findings[J]. Journal of Marketing. 60: 7-8. DOI: https://doi.org/10.2307/1251898
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. DOI: https://doi.org/10.2307/3150980
Foroudi P, Akarsu T N, Ageeva E, et al. (2018) PROMISING THE DREAM: Changing destination image of London through the effect of website place[J]. Journal of Business Research. 83.
Foroudi P, Akarsu T N, Ageeva E, et al. (2019) PROMISING THE DREAM: Changing destination image of London through the effect of website place[J]. Journal of Business Research. 83. DOI: https://doi.org/10.1016/j.jbusres.2017.10.003
Frisou J, Yildiz H. (2021) Consumer Learning as a Determinant of a Multi-partner Loyalty Program's Effectiveness：a Behaviourist and Long-term Perspective[J]. Journal of Retailing and Consumer Services. (1): 81-91. DOI: https://doi.org/10.1016/j.jretconser.2010.10.002
Gan Lu, Lu T-L. (2012) A study of visitor expectations, use and evaluation of museum interpretation systems - an analysis based on knowledge needs [J]. Journal of Tourism Journal of Tourism. 27(9): 56-64.
Gefen D. (2002) Customer Loyalty in E-Commerce[J]. Journal of the Association for Information Systems. (3): 27-51. DOI: https://doi.org/10.17705/1jais.00022
Genc, V., Bilgihan, A., Gulertekin Genc, S., & Okumus, F. (2023). Seeing history come to life with augmented reality: the museum experience of generation Z in Göbeklitepe. Journal of Tourism and Cultural Change, 1-20. DOI: https://doi.org/10.1080/14766825.2023.2213679
Ghosh, P., & Mukherjee, S. (2023). Understanding tourist behaviour towards destination selection based on social media information: an evaluation using unsupervised clustering algorithms. Journal of Hospitality and Tourism Insights, 6(2), 754-778. DOI: https://doi.org/10.1108/JHTI-11-2021-0317
Gössling S, Scott D, Hall C M, et al. (2012) Consumer behaviour and demand response of tourists to climate change[J]. Annals of Tourism Research. 39(1): 36-58.
Gössling S, Scott D, Hall C M, et al. (2020) Consumer behaviour and demand response of tourists to climate change[J]. Annals of Tourism Research. 39(1): 36-58. DOI: https://doi.org/10.1016/j.annals.2011.11.002
Guan Hui, Dong Dahai. (2008) An empirical study on the influence mechanism of Chinese local brand image on perceived quality - customer satisfaction - brand loyalty - based on consumer perspective [J]. Journal of Management. (04): 583-590.
Hair J F, Tatham R L, Anderson R E, et al. (2018) Multivariate Data Analysis[M]. 5 ed. New York: Prentice Hal.
He Qiongfeng, Li Zhongguang. (2014) Evolutionary characteristics and influence mechanisms of tourism service quality in China based on inbound tourists' perceptions [J]. Human Geography. (1): 154-160.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the academy of marketing science, 43, 115-135. DOI: https://doi.org/10.1007/s11747-014-0403-8
Hu, L. T., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural equation modeling: a multidisciplinary journal, 6(1), 1-55. DOI: https://doi.org/10.1080/10705519909540118
Iles P, Mabey C, Robertson I. HRM (2020) Practices and Employee Commitment: Possibilities, Pitfalls and Paradoxes[J]. British Journal of Management. 1(3): 147-157. DOI: https://doi.org/10.1111/j.1467-8551.1990.tb00003.x
Izzo, F., Camminatiello, I., Sasso, P., Solima, L., & Lombardo, R. (2023). Creating customer, museum and social value through digital technologies: Evidence from the MANN Assiri project. Socio-Economic Planning Sciences, 101502. DOI: https://doi.org/10.1016/j.seps.2022.101502
Jacoby L W, Chestnuts R W. (1978) Brand Loyalty Measurement and Management[M]. New York: John Wiley & Sons.
Jia Yanju, Lin Derong. (2016) Tourist service perception, place attachment and loyalty - A case study of Xiamen [J]. Geography Research. 35(2): 390-400.
Jiang T, Zhang F. (2013) A study on the influence of interactions among tourists on the willingness to revisit - based on the perspective of tourists' experience[J]. Journal of Tourism. 28(7): 90-100.
Jiang, P., Liwu, L., & Shu’an, J. (2023, March). Geosites And Their Protection In China. In Geosciences and Human Survival, Environment, Natural Hazards, Global Change: Proceedings of the 30th International Geological Congress, Volume 2 & 3 (Vol. 2, pp. 269-281). CRC Press. DOI: https://doi.org/10.1201/9780429070860-24
Jiangzuo, Q., Wang, S., & Deng, T. (2023). Chronological framework and palaeoecology of Carnivora from the Linxia Basin, China. Palaeogeography, Palaeoclimatology, Palaeoecology, 615, 111463. DOI: https://doi.org/10.1016/j.palaeo.2023.111463
Jo WM, Lee CK, Reisinger Y. (2020). Behavioral intentions of international visitors to the Korean hanok guest houses: Quality, value, and satisfaction[J]. Annals of Tourism Research, 47: 83-86. DOI: https://doi.org/10.1016/j.annals.2014.05.003
Johnson, M. A. (2019). Communicating identity histories in ethnic museum public relations. In Public relations, society and the generative power of history (pp. 127-141). Routledge. DOI: https://doi.org/10.4324/9780429451287-9
Jones M A, Suh J. (2000) Transaction-Specific Satisfaction and Overall Satisfaction: An Empirical Analysis[J]. Journal of Services Marketing. (14): 235-256. DOI: https://doi.org/10.1108/08876040010371555
Kani Y, Aziz Y A, Sambasivan M, et al. (2017) Antecedents and outcomes of destination image of Malaysia[J]. Journal of Hospitality & Tourism Management, 32: 89-98.
Kani Y, Aziz Y A, Sambasivan M, et al. (2020) Antecedents and outcomes of destination image of Malaysia[J]. Journal of Hospitality & Tourism Management. 32: 89-98. DOI: https://doi.org/10.1016/j.jhtm.2017.05.001
Kasemsarn, K., Harrison, D., & Nickpour, F. (2023). Applying Inclusive Design and Digital Storytelling to Facilitate Cultural Tourism: A Review and Initial Framework. Heritage, 6(2), 1411-1428. DOI: https://doi.org/10.3390/heritage6020077
Kelley S W, Davis M A. (1994) Antecedents to customer expectations for service recovery[J]. Journal of the Academy of Marketing Science. 22(1): 52-61. DOI: https://doi.org/10.1177/0092070394221005
Kethüda, Ö., & Bilgin, Y. (2023). The role of social media marketing activities in converting existing students into university advocates. Journal of Marketing for Higher Education, 1-22. DOI: https://doi.org/10.1080/08841241.2023.2225431
Khalil, S., Kallmuenzer, A., & Kraus, S. (2023). Visiting museums via augmented reality: An experience fast-tracking the digital transformation of the tourism industry. European Journal of Innovation Management. DOI: https://doi.org/10.1108/EJIM-09-2022-0479
Kim H, Woo E, Uysal M. (2015). Tourism experience and quality of life among elderly tourists[J]. Tourism management, 46: 465-476. DOI: https://doi.org/10.1016/j.tourman.2014.08.002
Kim K, Frazier G L. (2004) On Distributor Commitment in Industrial Channels of Distribution: A Multi-component Approach[J]. Psychology and Marketing. (8): 113-134.
Konecnik M, Gartner W C. (2019) Customer-based brand equity for a destination. [J]. Annals of Tourism Research. 34(2): 400-421. DOI: https://doi.org/10.1016/j.annals.2006.10.005
Kwon W, Lennon S J. (2008) What Induces Online Loyalty Online Versus Offline Brand Images[J]. Journal of Business Research. 62(5): 557-564. DOI: https://doi.org/10.1016/j.jbusres.2008.06.015
Lamsfus C, Wang D, Alzua-Sorzabal A, et al. (2015). Going mobile: Defining context for on-the-go travellers[J]. Journal of Travel Research, 54 (6): 691-701. DOI: https://doi.org/10.1177/0047287514538839
Leana C R, Buren H J V. (2018) Organizational Social Capital and Employment Practices[J]. Academy of Management Review. 24(3): 538-555. DOI: https://doi.org/10.5465/amr.1999.2202136
Lennon R, Weber J M, Henson J. (2011) A test of a theoretical model of consumer travel behaviour: German consumers' perception of Northern Ireland as a tourist destination. [J]. Journal of Vacation Marketing.7(1): 51-62. DOI: https://doi.org/10.1177/135676670100700105
Lepp A, Gibson H, Lane C. (2011) Image and perceived risk: a study of Uganda and its official tourism website. [J]. Tourism Management. 32(3): 675-684.
Lepp A, Gibson H, Lane C. (2021) Image and perceived risk: a study of Uganda and its official tourism website. [J]. Tourism Management. 32(3): 675-684. DOI: https://doi.org/10.1016/j.tourman.2010.05.024
Li Yicong, Zhang Jie, Liu Zehua, et al. (2016) Study on the recovery of domestic tourism source market after natural disaster-type crisis events--Jiuzhaigou scenic J]. Journal of Tourism. 31(6): 104-112.
Li, B, Liu, J, Song, T, et al. (2016) Spatial distribution characteristics of green belt recreation and its causes in Beijing [J]. Geography Research.34(8): 1507-1521.
Liang, B., Zhang, Z., Zhang, N., & Feng, Q. (2023). Heterogeneity of residents’ heritage responsibilities in the process of cultural communication: the case of the Genglubu heritage site in Tanmen, China. International Journal of Heritage Studies, 1-27. DOI: https://doi.org/10.1080/13527258.2023.2225037
Liu Hongmei, Hu Xijun, Ai Xiaoyan. (2014) Analysis of spatial imagery characteristics of visitors to urban forest parks - taking Hunan Provincial Forest Botanical Garden as an example [J]. Economic Geography. 34(10): 171-176.
Liu, Q., Deng, Z., He, J., Li, Y., & Tang, M. (2023). Research on" Zhejiang Paradigm" and Countermeasures of Sustainable Development of Rural Museum. International Journal of Mathematics and Systems Science, 6(2).
Liu-Lastres, B., Wen, H., & Huang, W. J. (2023). A reflection on the Great Resignation in the hospitality and tourism industry. International Journal of Contemporary Hospitality Management, 35(1), 235-249. DOI: https://doi.org/10.1108/IJCHM-05-2022-0551
Lu, S. E., Moyle, B., Reid, S., Yang, E., & Liu, B. (2023). Technology and museum visitor experiences: a four-stage model of evolution. Information Technology & Tourism, 1-24. DOI: https://doi.org/10.1007/s40558-023-00252-1
Mairesse, F. (Ed.). (2023). Dictionary of Museology. Taylor & Francis. DOI: https://doi.org/10.4324/9781003206040
Majeed, M., Alhassan, S., Asare, C., Mohammed, I., & Simpe Ofori, K. (2023). Salesforce Social Media Use, Adaptive Selling Behaviour and Consumer Outcomes in Consumer Electronics: An Emerging Market Perspective. Journal of African Business, 1-29. DOI: https://doi.org/10.1080/15228916.2023.2230415
Malcolm Cooper. (2020) The development of tourism in a new urban environment: Using a theme park to reestablish tourist flows to the city of Harvey Bay[J]. Travel and Tourism Analyst, (2):45．
Malone S, Mccabe S, Smith A P. (2020) The role of hedonism in ethical tourism[J]. Annals of Tourism Research. 44(1): 241-254. DOI: https://doi.org/10.1016/j.annals.2013.10.005
Mason, R., & Amparo Santiago, M. S. (2023). Legacies of Latinidad: Latin America, Colonial Culture and Connectivity in Manila Museums. Journal of Intercultural Studies, 44(3), 440-454. DOI: https://doi.org/10.1080/07256868.2023.2208535
Massing, K. (2023). Framing Postcolonial Narratives in the Prison Museum: The Qingdao German Prison Museum. In Framing the Penal Colony: Representing, Interpreting and Imagining Convict Transportation (pp. 197-220). Cham: Springer International Publishing. DOI: https://doi.org/10.1007/978-3-031-19396-5_9
Mehra, P. (2023). Unexpected surprise: Emotion analysis and aspect-based sentiment analysis (ABSA) of user generated comments to study behavioral intentions of tourists. Tourism Management Perspectives, 45, 101063. DOI: https://doi.org/10.1016/j.tmp.2022.101063
Menezes, R. P., Fernandes, J. M., Silva, A. L., & Reis, L. P. (2023, May). Digital transformation: a study of the actions taken by museums during the pandemic. In International Conference on Tourism Research (Vol. 6, No. 1, pp. 203-211). DOI: https://doi.org/10.34190/ictr.6.1.1312
Miah SJ, Vu HQ, Gammack J, et al.（2020）A big data analytics method for tourist behaviour analysis[J]. Information & Management, 54 (6): S0378720616303573. DOI: https://doi.org/10.1016/j.im.2016.11.011
Mieczkowska, K. (2023). DESIGNING MUSEUM EXHIBITION’S COMMUNICATION: REPORT AND RESEARCH ANALYSIS. DOI: https://doi.org/10.5604/01.3001.0053.4737
Mittal B, Lassar W M. (1998) Why Do Customers Switch? The Dynamics of Satisfaction versus Loyalty[J]. Journal of Services Marketing. (12): 89-93. DOI: https://doi.org/10.1108/08876049810219502
Mossberg L, Larsen S, Mossberg L. (2007) A marketing approach to the tourist experience. [J]. Scandinavian Journal of Hospitality & Tourism. 7(1): 59-74.
Mossberg L, Larsen S, Mossberg L. (2019) A marketing approach to the tourist experience. [J]. Scandinavian Journal of Hospitality & Tourism. 7(1): 59-74. DOI: https://doi.org/10.1080/15022250701231915
Ngoc, N. M., Tien, N. H., Hieu, V. M., & Trang, T. T. T. (2023). Sustainable Integration in Vietnam’s Tourism Industry. World review of entrepreneurship management and sustainable development.
Nunkoo, R., Gursoy, D., & Dwivedi, Y. K. (2023). Effects of social media on residents’ attitudes to tourism: Conceptual framework and research propositions. Journal of Sustainable Tourism, 31(2), 350-366. DOI: https://doi.org/10.1080/09669582.2020.1845710
Oktavia, R. C. D., Gantina, D., Pusparani, P., Festivalia, F., & Marie, A. L. (2023). Interest in Visiting Leading Tourist Destinations in Jakarta. TRJ Tourism Research Journal, 7(1), 1-17. Oktavia, R. C. D., Gantina, D., Pusparani, P., Festivalia, F., & Marie, A. L. (2023). Interest in Visiting Leading Tourist Destinations in Jakarta. TRJ Tourism Research Journal, 7(1), 1-17. DOI: https://doi.org/10.30647/trj.v7i1.209
Oliver R. (2019) Whence customer loyalty[J]. Journal of Marketing. 63(4):33-44. DOI: https://doi.org/10.1177/00222429990634s105
Organ D W. (2021) Organizational Citizenship Behaviour: It's Construct Clean-Up Time[J]. Human Performance. 10(2): 85-97. DOI: https://doi.org/10.1207/s15327043hup1002_2
Ozoda, S. (2023). Development factors of museology around the world. American Journal of Language, Literacy and Learning in STEM Education (2993-2769), 1(3), 45-49.
Paiva, O., & Cardoso, P. (2023). Digital Storytelling in Museums: The Power of Communication. In Combining Modern Communication Methods With Heritage Education (pp. 134-145). IGI Global. DOI: https://doi.org/10.4018/978-1-6684-6217-1.ch009
Pan F C. (2019) Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel. [J]. Tourism Management. 46: 84-91.
Pan FC. (2015) Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel. [J]. Tourism Management. 46: 84-91. DOI: https://doi.org/10.1016/j.tourman.2014.06.004
Peng, X., & Chen, B. (2023). The undervalued power of museum-guided tours: a case study of Xuhui Art Museum in China. Museum Management and Curatorship, 38(2), 175-194. DOI: https://doi.org/10.1080/09647775.2021.1954986
Qiu, Q. (2023). Identifying the role of intangible cultural heritage in distinguishing cities: A social media study of heritage, place, and sense in Guangzhou, China. Journal of Destination Marketing & Management, 27, 100764. DOI: https://doi.org/10.1016/j.jdmm.2023.100764
Rank J, Carsten J M, Unger J M, et al. (2017) Proactive customer service performance: Relationships with individual, task, and leadership variables. [J]. Human Performance. 20(4): 363-390
Rittichainuwat B N. (2019) Tourists' and tourism suppliers' perceptions toward crisis management on tsunami[J]. Tourism Management. 34: 112-121. DOI: https://doi.org/10.1016/j.tourman.2012.03.018
Rizqika, M. K., & Wahyudi, W. R. (2023). Engaging with the Public: Comparing the National Museum of Indonesia and the Kolong Tangga Museum from the New Museology Perspective. In Trajectories of Memory: Excavating the Past in Indonesia (pp. 271-296). Singapore: Springer Nature Singapore. DOI: https://doi.org/10.1007/978-981-99-1995-6_15
Rozier-Rich S, Santos C A. (2011) Processing promotional travel narratives[J]. Tourism Management.32(2): 394-405. DOI: https://doi.org/10.1016/j.tourman.2010.03.009
Rust R T, Zahorik A J, Keiningham T L. (1995) Return on Quality (ROQ): Making Service Quality Financially Accountable[J]. Journal of Marketing. 59(2): 58-70. DOI: https://doi.org/10.1177/002224299505900205
Salah, O., Mohamed, H., & Ahmed, M. (2023). The Impact of Tourism Destination Image on Tourist Behavior Intention through Tourist Satisfaction.
Sánchez-García I, Currás-Pérez R. (2021) Effects of dissatisfaction in tourist services: The role of anger and regret[J]. Tourism Management. 32(6): 1397-1406. DOI: https://doi.org/10.1016/j.tourman.2011.01.016
Sardju, H., Usman, I., & Astuti, S. W. (2023). The Identity of Loyalty To The Surabaya Hero Museum In East Java. JBMP (Jurnal Bisnis, Manajemen dan Perbankan), 9(1), 1-11. DOI: https://doi.org/10.21070/jbmp.v9i1.1665
Scaglia, I. L., & Falakeh, D. A. (2023). Framing the Future: the Museum Experience and Digital Technology: A qualitative study on digital technology strategies employed by art museums in Sweden.
Selby, S. (2023). The Bows of China. In Chinese Archery Studies: Theoretic and Historic Approaches to a Martial Discipline (pp. 37-69). Singapore: Springer Nature Singapore. DOI: https://doi.org/10.1007/978-981-16-8321-3_3
Selnes F. An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty [J]. European Journal of Marketing. 1993, 27(9): 19-35. DOI: https://doi.org/10.1108/03090569310043179
Sethuraman, P., G, A., & M, R. (2023). Social Media’s Effect on Millennials and Generation Z’s Green Purchasing Habits. International Journal of Professional Business Review, 8(5), e01470. https://doi.org/10.26668/businessreview/2023.v8i5.1470 DOI: https://doi.org/10.26668/businessreview/2023.v8i5.1470
Sitzia, E. (2023). Museology and Its Others: Analyzing Exhibition Storytelling Through Narratology, Space Analysis, Discourse Analysis, and Ethnographic Research. In Interdisciplinarity in the Scholarly Life Cycle: Learning by Example in Humanities and Social Science Research (pp. 153-171). Cham: Springer International Publishing. DOI: https://doi.org/10.1007/978-3-031-11108-2_9
Souiden N, Ladhari R, Chiadmi N E. (2017) Destination personality and destination image[J]. Journal of Hospitality & Tourism Management. 32: 54-70.
Souiden N, Ladhari R, Chiadmi N E. (2020) Destination personality and destination image[J]. Journal of Hospitality & Tourism Management. 2020, 32: 54-70. DOI: https://doi.org/10.1016/j.jhtm.2017.04.003
Su LJ, Huang FC. (2011) Research on the mechanism of service quality on customer loyalty - the mediating role of customer consumption emotion [J]. Dalian Polytechnic Journal of Dalian University of Technology (Social Science Edition). (01): 7-13.
Sun, T., Li, Y., & Tai, H. (2023). Different cultures, different images: A comparison between historic conservation area destination image choices of Chinese and Western tourists. Journal of Tourism and Cultural Change, 21(1), 110-127. DOI: https://doi.org/10.1080/14766825.2021.1962894
Sun, Y Shao. (2020) Measuring visitor satisfaction toward peri-urban green and open spaces based on social media data [J]. Urban Forestry & Urban Greening, (04): 51-58. DOI: https://doi.org/10.1016/j.ufug.2020.126709
Tan, Y. (2023). ‘Capturing the shining moments’: performing liminoid Seichi Junrei on social media. Current Issues in Tourism, 1-14. DOI: https://doi.org/10.1080/13683500.2023.2218604
Tang Hongjiu, Zhang Jie. (2013) The impact of sudden crisis events on tourists' perceived accessibility: a case study of tourists in Jiuzhaigou before and after the Wenchuan "5.12" earthquake[J]. Advances in Geographical Sciences.32(2): 251-261.
Tim, Y., Ouyang, T., & Zeng, D. (2020). Back to the future: Actualizing technology affordances to transform Emperor Qin’s terracotta warriors Museum. Information & Management, 57(8), 103271. DOI: https://doi.org/10.1016/j.im.2020.103271
Trabskaya, J., Zelenskaya, E., Sinitsyna, A., & Tryapkin, N. (2023). Revisiting museums of contemporary art: what factors affect visitors with low and high levels of revisit intention intensity? Museum Management and Curatorship, 38(2), 210-227. DOI: https://doi.org/10.1080/09647775.2022.2073559
Tran H M, Assumpció Huertas, Moreno A. (SA)（2020）6: A new framework for the analysis of smart tourism destinations. A comparative case study of two Spanish destinations[M]// Congresos - Seminario Destinos Turisticos Inteligentes - Libro de Actas.
Varfolomeyev A， Korzun D， Ivanovs A，et al. （2019） Smart Space based Recommendation Service for Historical Tourism[J]. Procedia Computer Science, 77:85-91. DOI: https://doi.org/10.1016/j.procs.2015.12.363
Vecchio, Del P.（2020）Creating value from Social Big Data: Implications for Smart Tourism Destinations[J]. Information Processing & Management, S0306457316307270.
Wang F, Yan L, Xiong Xinkai, et al. (2012) Research on the urban memory of historical locations based on tourists' perceptions: a study of the historical location of Nanluoguxiang in Beijing Nanluoguxiang historical area as an example [J]. Journal of Geography.67(4): 545-556.
Wang XH, Xu J. (2008) A study on online customer loyalty based on the moderating effect of switching costs [J]. China Industrial Economics. (12): 113-123
Wang, H. (2023). Models and approaches for the integration of the digital economy and the cultural tourism industry. Journal of Innovation and Development, 2(1), 14-19. DOI: https://doi.org/10.54097/jid.v2i1.5117
Wang, S. L., & Gamberi, V. (2023). The museum is like a temple: the Fo Guang Shan Buddha Museum in Taiwan1. Asian Anthropology, 22(1), 1-20. DOI: https://doi.org/10.1080/1683478X.2022.2117963
Warbung, C. J. E., Wowor, M. C., Walean, R. H., & Mandagi, D. W. (2023). The Impact of Social Media Marketing on Beauty Clinic Brand Equity: the Case of Zap Manado. International Journal of Professional Business Review, 8(4), e01389. https://doi.org/10.26668/businessreview/2023.v8i4.1389 DOI: https://doi.org/10.26668/businessreview/2023.v8i4.1389
Wei, M., Liu, M., Peng, Y., Zhou, X., & Li, S. (2023). Effects of creative atmosphere on tourists' post‐experience behaviors in creative tourism: The mediation roles of tourist inspiration and place attachment. International Journal of Tourism Research, 25(1), 79-96. DOI: https://doi.org/10.1002/jtr.2553
Wen, X., Sotiriadis, M., & Shen, S. (2023). Determining the Key Drivers for the Acceptance and Usage of AR and VR in Cultural Heritage Monuments. Sustainability, 15(5), 4146. DOI: https://doi.org/10.3390/su15054146
Woodruff R B, Cadotte E R, Jerkins R L. (1983) Modeling Consumer Satisfaction Processes Using Experience-Based Norms[J]. Journal of Marketing Research. 20(3): 296-304. DOI: https://doi.org/10.1177/002224378302000308
Wu P, Zhou ZB, Mu JL. (2014) Conceptual model of summer vacation tourism index and evaluation index system construction [J]. Human Geography. 128-134.
Wut, T. M., Xu, J., & Wong, S. M. H. (2023). Timing and congruence effects of corporate social responsibility practices on social media crises in the tourism industry. Journal of Hospitality and Tourism Technology, 14(2), 154-171. DOI: https://doi.org/10.1108/JHTT-02-2022-0043
Xu S., Zhao L, Liu B. Y, et al. (2015) Perceived characteristics and differentiation of tourism city image in China [J]. Geography Research.34(7): 1367-1379.
Xu, H., Cheung, L. T., Lovett, J., Duan, X., Pei, Q., & Liang, D. (2023). Understanding the influence of user-generated content on tourist loyalty behavior in a cultural World Heritage Site. Tourism Recreation Research, 48(2), 173-187. DOI: https://doi.org/10.1080/02508281.2021.1913022
Xu, L., Zhao, J., Liu, D., Su, Y., & Zheng, L. (2023, April). Research on user experience evaluation model of VR museum. In International Conference on Artificial Intelligence and Industrial Design (AIID 2022) (Vol. 12612, pp. 191-200). SPIE. DOI: https://doi.org/10.1117/12.2673026
Yang, F. X., & Wang, Y. (2023). Rethinking Metaverse Tourism: A Taxonomy and an Agenda for Future Research. Journal of Hospitality & Tourism Research, 10963480231163509. DOI: https://doi.org/10.1177/10963480231163509
Yoo C J, Park J, Deborah J M. (1998) Effects of Store Characteristics and In-Store Emotional Experiences on Store Attitude[J]. Journal of Business Research. 42: 253-263. DOI: https://doi.org/10.1016/S0148-2963(97)00122-7
Yoon Y, Uysal M. (2005). An examination of the effects of motivation and satisfaction on destination loyalty: a structural model[J]. Tourism management, 26 (1): 45-56. DOI: https://doi.org/10.1016/j.tourman.2003.08.016
Young M. (1999) Cognitive maps of nature-based tourists[J]. Annals of Tourism Research. 26(4): 817-839. DOI: https://doi.org/10.1016/S0160-7383(99)00023-7
Zabelskyte, N Kabisch, Z Stasiskiene (2022) Patterns of urban green space use applying social media data: a systematic literature review. Land. [J]. (8): 15-52. DOI: https://doi.org/10.3390/land11020238
Zaiter, R., Sabbagh, N., & Koabaz, M. (2023). The Impact of Social Media on Political Efficacy and Real-Life Netizens Political Participation (Lebanon- Case Study). International Journal of Professional Business Review, 8(5), e02153. https://doi.org/10.26668/businessreview/2023.v8i5.2153 DOI: https://doi.org/10.26668/businessreview/2023.v8i5.2153
Zeelenberg M, Pieters R. (2020) Beyond valence in customer dissatisfaction: A review and new findings on behavioral responses to regret and disappointment in failed services[J]. Journal of Business Research. 57(4): 445-455. DOI: https://doi.org/10.1016/S0148-2963(02)00278-3
Zhang Yexian, Ma Qinhai, Sun Chaoyang. Review and prospect of customer delight research [J]. Management Review. 2013(01): 63-72.
Zhang, H., & Wei, X. (2023). The Relationship between Cultural Institutions, Cultural Identity and Ideology in Chinese Museums: a Discourse Analysis. The Frontiers of Society, Science and Technology, 5(5). DOI: https://doi.org/10.25236/FSST.2023.050511
Zhang, L. (2023). The Shanghai Art Museum Shanghai Art Museum—Bureaucratic System and Individual Influence (1979–1989). In The Spirit of Individualism: Shanghai Avant-Garde Art in the 1980s (pp. 103-153). Singapore: Springer Nature Singapore. DOI: https://doi.org/10.1007/978-981-19-8653-6_5
Zhang, Y. (2023). Researching Chinese Students in the UK-the Use of Ethnography in Social Media Studies.
Zhang, Y., Wang, J., & Zhang, L. (2023). Tourists’ national identity at heritage sites of natural disasters. Journal of Hospitality and Tourism Management, 55, 282-291. DOI: https://doi.org/10.1016/j.jhtm.2023.04.007
Zhao, W., Su, L., & Dou, F. (2023). Designing virtual reality-based 3D modeling and interaction technologies for museums. Heliyon, 9(6). DOI: https://doi.org/10.1016/j.heliyon.2023.e16486
Zhou J, He Luping. (2017) The effect of service quality on customer loyalty - customer delight as a mediating variable [J]. Business Economics. (03): 91-97.
Zhou Wei, Huang Zhenfang, Cao Fangdong, et al. (2013) The driving effect of theme-based cultural tourism place attributes on tourists' place attachment: the case of Changzhou Spring Changzhou Spring Drowning City as an example [J]. Geography Research. 32(8): 1528-1540.
Zhou, S., & Lu, N. (2023). The Impact of Social Media News Consumption on Online Political Expression in China: The Role of Netizens’ Political Orientation. Communication Studies, 1-16. DOI: https://doi.org/10.1080/10510974.2023.2220750
Zhu G, Cao J, Li C, et al. (2017). A recommendation engine for travel products based on topic sequential patterns[J]. Multimedia Tools and Applications, 76 (16): 17595-17612. DOI: https://doi.org/10.1007/s11042-017-4406-6
Zhu, Y. (2023). Memory, homecoming and the politics of diaspora tourism in China. Tourism Geographies, 25(1), 95-112. DOI: https://doi.org/10.1080/14616688.2020.1844286
Ziakas V, Boukas N, Lugosi P, et al. (2013) Extracting meanings of event tourist experiences: a phenomenological exploration of Limassol carnival. [J]. Journal of Destination Marketing & Management. 2(2): 94-107. DOI: https://doi.org/10.1016/j.jdmm.2013.02.002
Zollo, R Rialti, A Marrucci, C Ciappei.(2022) How do museums foster loyalty in tech-savvy visitors. The role of social media and digital experience. [J]. Current Issues in Tourism, (11): 21-26.
Zou DQ, Zhao P, Li F. (2007) A study on the nonlinear relationship between customer satisfaction and loyalty: An explanation of prospect theory [J]. Journal of Beijing University of Technology and Business (Social Science Edition). (05): 77-82.
Zou, X., Yang, W., Liu, P., & Wang, M. (2023). Shaking table tests and numerical study of a sliding isolation bearing for the seismic protection of museum artifacts. Journal of Building Engineering, 65, 105725. DOI: https://doi.org/10.1016/j.jobe.2022.105725
Zuo, Y., Lam, A. H. C., & Chiu, D. K. (2023). Digital protection of traditional villages for sustainable heritage tourism: a case study on Qiqiao Ancient Village, China. In Sustainable Growth Strategies for Entrepreneurial Venture Tourism and Regional Development (pp. 129-151). IGI Global. DOI: https://doi.org/10.4018/978-1-6684-6055-9.ch009
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Authors who publish with this journal agree to the following terms:
1. Authors who publish in this journal agree to the following terms: the author(s) authorize(s) the publication of the text in the journal;
2. The author(s) ensure(s) that the contribution is original and unpublished and that it is not in the process of evaluation by another journal;
3. The journal is not responsible for the views, ideas and concepts presented in articles, and these are the sole responsibility of the author(s);
4. The publishers reserve the right to make textual adjustments and adapt texts to meet with publication standards.
5. Authors retain copyright and grant the journal the right to first publication, with the work simultaneously licensed under the Creative Commons Atribuição NãoComercial 4.0 internacional, which allows the work to be shared with recognized authorship and initial publication in this journal.
6. Authors are allowed to assume additional contracts separately, for non-exclusive distribution of the version of the work published in this journal (e.g. publish in institutional repository or as a book chapter), with recognition of authorship and initial publication in this journal.
7. Authors are allowed and are encouraged to publish and distribute their work online (e.g. in institutional repositories or on a personal web page) at any point before or during the editorial process, as this can generate positive effects, as well as increase the impact and citations of the published work (see the effect of Free Access) at http://opcit.eprints.org/oacitation-biblio.html
• 8. Authors are able to use ORCID is a system of identification for authors. An ORCID identifier is unique to an individual and acts as a persistent digital identifier to ensure that authors (particularly those with relatively common names) can be distinguished and their work properly attributed.
