Integrating the Kano model and IPA to measure quality of museum interpretation service
A comparison of visitors from Taiwan and Mainland China
Bibliographic Data
| ID | 12461852 |
|---|---|
| Authors | Yi-Sung Cheng (0000-0003-1924-9503, University of Missouri), Nien‐Te Kuo (National Kaohsiung University of Hospitality and Tourism, corresponding author), Nien-Te Kuo (National Kaohsiung University of Hospitality and Tourism), Kuo‐Chien Chang (0000-0002-7866-5382, Chihlee Institute of Technology), Kuo-Chien Chang (Department of Leisure and Recreation Management, Chihlee University of Technology, New Taipei City, Taiwan), Shih-Ming Hu (0000-0003-1886-0140, Southern Utah University) |
| Year | 2019 |
| Volume | 24 |
| Issue | 6 |
| Pages | 483-500 |
| Publication date | 2019-03-20 |
| Open Access | No |
| Type | ARTICLE |
| Venue | Asia Pacific Journal of Tourism Research (JOURNAL) |
| Journal identifiers | ISSN: 1094-1665 • E-ISSN: 1741-6507 |
| Publisher | Routledge (PUBLISHER • GB) |
| DOI | 10.1080/10941665.2019.1591474 |
| OpenAlex | W2925130787 |
| Language | EN |
| Citations received | 7 |
| References cited | 48 |
This study attempts to integrate the Kano model and importance-performance analysis to explore critical interpretation service elements. This study compares the experiences of Mainland China and Taiwan visitors at a museum and their perceptions of interpretation service quality. The critical elements perceived by Mainland China visitors are “There is easy access to interpretation facilities” and “Interpreters provide services when visitors need them.” The critical elements identified for visitors from Taiwan are “There is easy access to interpretation facilities,” “Interpreters offer services at the right time,” and “What interpreters say is interesting and motivates visitors to learn more.”
Advertising · Archaeology · Business · China · Geography · Interpretation (philosophy · Interpreter · Kano model · Mainland · Mainland China · Perception · Political science · Public relations · Quality (philosophy · Service (business · Service quality · Computer Science · Interpreting and Communication in Healthcare · Psychology · Marketing
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| Citations per year | 1.4 |
|---|---|
| Citation span | 2021 - 2026 (6) |
| Highly cited | No |