ABSTRACT

The competencies and techniques used by employees, especially those who act as guides, are one of the most important vehicles for the transference of visitors’ cultural understanding and memorable experiences. The aim of the study was to identify which guides’ competencies can enhance generic learning outcomes of museum visitors. The data were collected from 594 people who visited art and history museums in Toronto (Canada). The results showed that learning outcomes depend on three groups of guide's competencies: handling the group within the museum environment, communication skills, and knowledge and pedagogy. Also, the findings revealed that the guide's competencies that encourage interaction and active participation of visitors were common predictors for all generic learning outcomes. The research findings can serve as guidelines for museums when recruiting or training guides. Also, it can direct museums how to develop their strategy if they want to improve visitors’ experiences when engaging with museums’ exhibitions, art, and objects.

摘要

员工，尤其是作为导游的员工所使用的能力和技术，是传递游客文化理解和难忘体验的最重要工具之一。该研究的目的是确定哪些导游的能力可以提高博物馆参观者的一般学习成果。这些数据是从参观多伦多（加拿大）艺术和历史博物馆的 594 人中收集的。结果表明，学习成果取决于导游的三组能力：在博物馆环境中处理小组、沟通技巧、知识和教学法。. 此外，调查结果表明，该指南鼓励游客互动和积极参与的能力是所有通用学习成果的共同预测因素。研究结果可以作为博物馆招聘或培训指南时的指南。此外，如果博物馆想在与博物馆的展览、艺术品和物品互动时改善游客体验，它可以指导博物馆如何制定策略。