Understanding competition and service offer in museum marketing

• Published in: Academia (Consejo Latinoamericano de Escuelas de Administración) 2017-06, Vol.30 (2), p.215-230
• Main Authors: Komarac, Tanja, Ozretic-Dosen, Durdana, Skare, Vatroslav
• Format: Article
• Language: English
• Subjects: Academic staff; Competition; Corporate image; Cultural Activities; Cultural heritage; Customer relationship management; Economics; Government Role; Interdisciplinary aspects; Literature reviews; Marketing; Markets; Museums; Nonprofit organizations; Physical Environment; Preservation; Product orientation; Qualitative Research; Research Methodology; Resistance to Change; Strategic management; Tourism; Visitors
• ISSN: 1012-8255; 2056-5127
• DOI: 10.1108/ARLA-07-2015-0159

Purpose The purpose of this paper is to explore the current role of competition as one of the neglected aspects of museum marketing management. It also aims to discover whether museum professionals consider museums to be market immune and to find out what they think about the role of competition in creating and managing their existing and new services. Design/methodology/approach The theoretical part of the paper is based on a review of the literature from the multidisciplinary field of arts and museum marketing management. The exploratory qualitative research included 17 museum professionals and was carried out in 17 museums in one EU emerging market country. Findings Museum professionals are not aware of the competition, or they tend to ignore its existence. They consider the preservation of objects (exhibits) to be equally or even more important than providing services. However, additional services become important. Although some museum professionals try to engage visitors in the active creation of museum experience, most are still conservative in such terms. Research limitations The primary research limitations are related to intentional, convenience sample and the perspective of one employee (marketing manager or museums’ director). Originality/value Research findings provide valuable insights for both marketing academics and professionals engaged in the museum marketing management field. The contribution of the paper is also contextual as it helps to bridge the gap existing in museum marketing management research in the context of the emerging markets. Propósito El objetivo de este trabajo es explorar el papel actual de la competencia, como uno de los aspectos que ha recibido escasa atención en la gestión del marketing de museos. Además, busca descubrir si los profesionales de museos consideran los museos inmunes al mercado, y conocer cómo reflexionan sobre el papel de la competencia en la creación y la gestión de los servicios existentes y los nuevos. Diseño/metodología/enfoque La parte teórica del trabajo se basa en la revisión de la literatura del campo multidisciplinario de la gestión de las artes y del marketing de museos. La investigación cualitativa exploratoria ha incluido 17 profesionales de museos y se ha realizado en 17 museos, en un país emergente de la Unión Europea. Resultados Los profesionales de museos no son conscientes de la competencia, o tienden a ignorar su existencia. Consideran la conservación de objetos (exposiciones) igual o