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RESEARCH PRODUCT

The role of digital mediation devices in the satisfaction of art museum audiences

subject

description

The effects of «self-service technologies» (SST) (Curran and Meuter 2005) on the value and satisfaction of service experience (Lin and Hsieh 2007; Mencarelli and Rivière 2014; Meuter et al. 2003) have been little studied in the arts and culture field. The research explores the effects of the use of a digital mediation device on the museum experience and on the overall satisfaction of the public. The results of the analysis of 916 questionnaires collected from visitors to the Louvre Lens museum show that the use of a digital mediation device during the museum visit experience does not significantly impact overall public satisfaction with the visit.