Reviewing Literature on Museum Service Quality: A Conceptual Framework

This chapter addresses an issue that has received scant and scattered attention in the literature so far. It is based on a focused literature review to define the state of service quality research in the museum context. Specifically, it aims to develop a better understand of what we know about museum service quality and to define a comprehensive framework for its design. The literature review reveals that the museum context, collections, and exhibitions, as well as people and peripheral aspects, are all fundamentals to ensuring a high level of service quality. The study supports practitioners in developing an integrative view on service quality based not only on what a museum has, but also on what it does, who does it, how, and how well.