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Service quality in museums, a case study - cambridge and county folk museum
Member rating: No Rating | Words: | Submitted: Mon Jun 19 2006
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UNIVERSITY OF BRIGHTON ABSTRACT SCHOOL OF SERVICE MANAGEMENT MA IN TOURISM MANAGEMENT DISSERTATION TOPIC: SERVICE QUALITY IN MUSEUMS, A CASE STUDY: CAMBRIDGE & COUNTY FOLK MUSEUM By Eleutheria Kendristaki This study investigates service quality in the museum sector. Service quality has become a central issue in service industries for many years. However, it has only recently been discussed and its importance emphasised in museums. As competition increases in the leisure sector, quality service is an advantage that increases the number of new and repeat users. This dissertation includes a detailed literature review of service quality in general service industries and the issues of applying service quality to the museum sector. The case study-investigates whether or not the Cambridge & County Folk Museum delivers quality of service to external customers. The Folk Museum, like many major independent museums, faces decreasing visitor numbers due to changes in leisure patterns and public tastes. The service quality of the Museum needs...
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