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Art experiences and eWOM: Exploring the content of museum reviews

Author

Listed:
  • Francesco Zanibellato

    (Dept. of Management, Università Ca' Foscari Venice)

  • Umberto Rosin

    (Dept. of Management, Università Ca' Foscari Venice)

  • Francesco Casarin

    (Dept. of Management, Università Ca' Foscari Venice)

Abstract

The focus of the present research is on eWOM of museum experiences. Our study empirically examined which attributes of a museum experience trigger customersÕ creation of positive and negative eWOM. After having analyzed the reviews of the top 10 TripAdvisor most reviewed museums, we have assigned the experience attributes to an adaptation of the categories of the Kano Model (One-Dimensional, Delighters, Must-BeÕs and Indifferent). Results indicate what are the services of a museum that impact positive and negative reviews.

Suggested Citation

  • Francesco Zanibellato & Umberto Rosin & Francesco Casarin, 2016. "Art experiences and eWOM: Exploring the content of museum reviews," Working Papers 15, Department of Management, Università Ca' Foscari Venezia.
    • Handle: RePEc:vnm:wpdman:126
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    More about this item

    Keywords

    eWOM; museum experiences; TripAdvisor museum; museum marketing; content analysis.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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