Carbone Fabio, Oosterbeek Luiz, Costa Carlos, Ferreira Ana Maria
School of Marketing and Management & Centre for Trust, Peace and Social Relations, Coventry University, Coventry, UK.
Polytechnic Institute of Tomar, Tomar, Portugal.
Tour Manag Perspect. 2020 Jul;35:100698. doi: 10.1016/j.tmp.2020.100698. Epub 2020 May 30.
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.
文化遗产景点的质量主要从游客满意度的角度来考量，而文献中对于向公众开放的文化遗产地管理中的质量并没有明确的定义。本研究旨在重新审视这一趋势。在理论贡献方面，我们基于诸如保护文化资产的能力、有效传达其意义的能力、供游客使用的商品化质量以及提升跨文化能力和促进跨文化对话的能力等维度，提出了文化遗产景点管理中质量的定义。基于此，我们对文化遗产管理者当前对质量的认知进行了实证性的定性研究。结果表明，从业者的观点和实践之间存在着深刻的不对称，并且根据他们对质量的认知定义了四种类型的文化遗产管理者：保守型、沉默型、务实型、热情型。
