Museum Tour Guide Performance: A Visitor Perspective
Abstract
:1. Introduction
2. Literature Review
2.1. Research on Museum Guides
2.2. Tour (Museum) Guides Performances
2.3. Measuring Tour (Museum) Guides Performances
3. Methods
3.1. Study Sample
3.2. Instruments
3.3. Procedure and Data Analysis
4. Results
4.1. Exploratory Factor Analysis—Museum Tour Guide Performance Scale (mTGPS)
4.2. Measurement Model Validity for Museum Tour Guide Performance Scale (mTGPS)–Confirmatory Factorial Analysis
4.3. Sociodemographic Differences on the Museum Tour Guide Scale
5. Discussion
6. Conclusions and Further Research
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Conflicts of Interest
References
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Gender | Education | ||
---|---|---|---|
Male | 48.2% | Elementary school | 1.2% |
Female | 51.8% | Secondary school | 27.1% |
Age | College | 13.3% | |
18–30 | 33.8% | Faculty BSc | 36.9% |
31–45 | 32.5% | MSc or PhD | 21.6% |
46–60 | 20.4% | ||
61+ | 13.3% | ||
Average Monthly Income | Work Status | ||
No income | 18.4% | Employed | 63.1% |
Below average | 17.3% | Unemployed | 8.6% |
Average | 18.4% | Student/pupil | 16.1% |
Above average | 45.9% | Retired | 12.2% |
Country | % | Country | % |
---|---|---|---|
Australia | 0.4 | Hungary | 4.7 |
Austria | 0.8 | Italy | 1.2 |
Bosnia—Herzegovina | 1.2 | Montenegro | 0.4 |
Bulgaria | 9.4 | North Macedonia | 0.4 |
Canada | 1.2 | Poland | 0.4 |
Croatia | 0.8 | Romania | 3.5 |
Czech Republic | 0.4 | Slovenia | 3.9 |
Germany | 3.1 | UK | 7.8 |
Greece | 0.4 | USA | 8.2 |
Total | 48.2% |
Factors and Items | Factor Loadings | Eigen Value | Cronbach’s α | Variance Explained (%) |
---|---|---|---|---|
Classic Professional—CP Dimension in original scale: Professional Competence and Interpersonal skills | 12.737 | 0.894 | 16.505 | |
CP1 tries his/her best to follow itinerary and daily schedules | 0.474 | |||
CP2 is polite | 0.625 | |||
CP3 grooming and appearance are neat and appropriate | 0.552 | |||
CP4 is able to generate rapport among tour group members | 0.622 | |||
CP5 is good at interpersonal communication | 0.687 | |||
CP6 performs well in commentary | 0.587 | |||
CP7 is punctual | 0.594 | |||
CP8 is honest and trustworthy | 0.555 | |||
CP9 shows a sense of responsibility | 0.536 | |||
CP10 can follow the code of ethics in the profession | 0.614 | |||
CP11 is willing to help | 0.531 | |||
Agile Empath—AE Dimension in original scale: Empathy, Problem-solving and Interpersonal skills | 2.081 | 0.879 | 15.676 | |
AE1 puts himself in the shoes of customers | 0.458 | |||
AE2 is able to meet customer’s psychological needs | 0.598 | |||
AE3 is capable of solving problems and conflicts emerged from tour arrangements | 0.762 | |||
AE4 is capable of handling customer complaints properly | 0.730 | |||
AE5 is able to cope with unexpected urgent incidents | 0.776 | |||
AE6 shows sound judgment in most situations | 0.745 | |||
AE7 understand the culture of customers he/she is serving (she/he is familiar with the area the country of their origin thus understands some possible specific things due to it) | 0.562 | |||
Operational Erudite—OE Dimension in original scale: Professional Competence, Interpersonal skills and Problem-solving skills | 1.843 | 0.858 | 9.760 | |
OE1 has the knowledge of the destination’s culture and history | 0.710 | |||
OE2 is able to organize tour-related activities | 0.710 | |||
OE3 is good at time management | 0.591 | |||
OE4 is proficient in the tour-guiding language | 0.586 | |||
OE5 has the knowledge of local people’s lifestyle | 0.555 | |||
OE6 has the knowledge of tourist attractions | 0.480 | |||
Trustworthy Caretaker—TC Dimension in original scale: Interpersonal skills and Professional Competence | 1.301 | 0.762 | 8.535 | |
TC1 takes care of customer’s needs(whatever is related to their stay at the destination) | 0.504 | |||
TC2 keeps reminding tourists of safety issues | 0.683 | |||
TC3 introduces reliable shops for customers | 0.739 | |||
TC4 has good health | 0.694 | |||
TC5 is able to cooperate with other service staff | 0.713 | |||
Passionate Socializer—PS Dimension in original scale: Professional competence and Empathy | 1.167 | 0.756 | 7.398 | |
PS1 is friendly | 0.693 | |||
PS2 shows good sense of humour | 0.666 | |||
PS3 has good personality | 0.442 | |||
PS4 shows passion for his/her work | 0.404 |
Constructs | AVE | CR |
---|---|---|
Classic Professional—CP | 0.57 | 0.94 |
Agile Empath—AE | 0.66 | 0.93 |
Operational Erudite—OE | 0.68 | 0.92 |
Trustworthy Caretaker—TC | 0.57 | 0.84 |
Passionate Socializer—PS | 0.59 | 0.85 |
CM | AE | OE | TC | PS | |
---|---|---|---|---|---|
CP | 0.76 | ||||
AE | 0.708 | 0.81 | |||
OE | 0.706 | 0.692 | 0.82 | ||
TC | 0.458 | 0.413 | 0.376 | 0.75 | |
PS | 0.723 | 0.65 | 0.644 | 0.358 | 0.77 |
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Anđelković, Ž.; Kovačić, S.; Bratić, M.; Vujičić, M.D.; Stankov, U.; Pavluković, V.; Dragin, A.; Pivac, T.; Ivkov Džigurski, A.; Ivanović Bibić, L.; et al. Museum Tour Guide Performance: A Visitor Perspective. Sustainability 2022, 14, 10269. https://doi.org/10.3390/su141610269
Anđelković Ž, Kovačić S, Bratić M, Vujičić MD, Stankov U, Pavluković V, Dragin A, Pivac T, Ivkov Džigurski A, Ivanović Bibić L, et al. Museum Tour Guide Performance: A Visitor Perspective. Sustainability. 2022; 14(16):10269. https://doi.org/10.3390/su141610269
Chicago/Turabian StyleAnđelković, Željko, Sanja Kovačić, Marija Bratić, Miroslav D. Vujičić, Uglješa Stankov, Vanja Pavluković, Aleksandra Dragin, Tatjana Pivac, Anđelija Ivkov Džigurski, Ljubica Ivanović Bibić, and et al. 2022. "Museum Tour Guide Performance: A Visitor Perspective" Sustainability 14, no. 16: 10269. https://doi.org/10.3390/su141610269