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Towards an Inclusive Museum Management Strategy. An Exploratory Study of Consumption Experience in Visitors with Disabilities. The Case of the CosmoCaixa Science Museum

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  • Monica Cerdan Chiscano

    (Economics and Business Studies, Open University of Catalonia, 08029 Barcelona, Spain)

  • Ana Isabel Jiménez-Zarco

    (Economics and Business Studies, Open University of Catalonia, 08029 Barcelona, Spain)

Abstract

In the field of cultural tourism, museums have been pioneers in focusing on visitors with disabilities. They have used inclusive orientation to offer the kind of memorable and satisfying experiences that are so beneficial to a group at constant risk of social exclusion. Their task is made more difficult, however, by visitors’ perception of barriers to inclusion, and identification therefore becomes a priority at the strategic level. Based on this idea, the present study analyzes experiences from two tours of the CosmoCaixa Barcelona museum by 32 people with disabilities (PwD). The use of ethnographic techniques and post-experience interviews shows how, despite the legal framework in relation to people with disabilities, hospitality managers find it difficult to put this framework into practice and cater to the needs of this segment of the population. Two factors become particularly clear: the difficulties experienced by museum staff in identifying people with disability, and museum managers’ lack of training and knowledge of the wants and needs of people with disabilities. Academic and strategic recommendations for museum managers are provided at the end of the article.

Suggested Citation

  • Monica Cerdan Chiscano & Ana Isabel Jiménez-Zarco, 2021. "Towards an Inclusive Museum Management Strategy. An Exploratory Study of Consumption Experience in Visitors with Disabilities. The Case of the CosmoCaixa Science Museum," Sustainability, MDPI, vol. 13(2), pages 1-14, January.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:2:p:660-:d:478839
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    1. Chung Shing Chan & Kwo Fung Shek & Dora Agapito, 2022. "Comparing Sensory Experience Creation Process of Visitors with Hearing Impairment and General Visitors in Hong Kong Wetland Park," Sustainability, MDPI, vol. 14(13), pages 1-17, June.
    2. Ana Isabel González-Herrera & Andrea Betsabé Díaz-Herrera & Paula Hernández-Dionis & David Pérez-Jorge, 2023. "Educational and accessible museums and cultural spaces," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-8, December.

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