ABSTRACT

The objective of this paper is to examine how Industry 4.0 tools help to understand museum performance and to facilitate the development of co-creation strategies. A case study explores the museum customer experience through attribute identification and attribute value as perceived by the customer. Tourist opinion and perception form a crucial factor that can be explored through electronic word-of-mouth (eWOM). Content analysis can be used to detect attributes as perceived by tourists, with a view to improving the tourist experience. The detected attributes are evaluated in a roundtable discussion with experts and key stakeholders. The exploratory approach reported here examines the introduction of Industry 4.0 tools like eWOM to study museum visitor perception and perceived value. The results are key for designing co-creation strategies and providing precious information for implementing innovative processes such as co-creation to improve the decision-making process for museum management.

摘要

本文的目的是研究工业4.0工具如何帮助理解博物馆的绩效并促进共同创造策略的发展。案例研究通过客户识别的属性标识和属性值来探索博物馆的客户体验。游客的意见和看法是可以通过电子口碑（eWOM）探索的关键因素。内容分析可用于检测游客感知到的属性，以改善游客体验。在与专家和主要利益相关者的圆桌讨论中，对检测到的属性进行评估。本文报道的探索性方法研究了工业4.0工具（例如eWOM）的引入，以研究博物馆游客的感知和感知价值。