Extending and adapting the concept of quality management for museums and cultural heritage attractions: A comparative study of southern European cultural heritage managers' perceptions

Abstract

Quality in cultural heritage attractions is mainly approached from the visitors' satisfaction perspective, and the literature does not contain a clear definition of quality in the management of cultural heritage sites open to the public. The present study aims to reframe this trend. By way of theoretical contribution, we propose a definition of quality in cultural heritage attractions management based on dimensions such as the capacity of preserving the cultural assets, the ability to communicate effectively their significance, the quality of commodification for visitor use, and the ability to boost intercultural competence and promote intercultural dialogue. Based on the above, an empirical, qualitative study was conducted on the cultural heritage managers' current perceptions of quality. The results suggest that a profound asymmetry exists among practitioners' opinions and practices, and four types of cultural heritage managers were defined with regard to their perception of quality: Reactionary, Reticent, Pragmatic, Enthusiastic.

Highlights

• •

  We approach quality from a TQM point of view rather than a visitor satisfaction perspective.

• •

  We provide the first definition of quality in cultural heritage management.

• •

  Based on their perception of quality, a categorisation of cultural heritage managers is proposed.

• •

  The principles of the Faro Convention (2005) are still controversial among practitioners.

• •

  Non-quality in cultural heritage entails economic and social costs.