Ricerc@Sapienza

Technology is a clear potential for the creation of an interactive and enjoyable experience and, in the museum environment, it works as a trigger for learning and for the authenticity of experience. This paper aims to verify the role of a cultural heritage experience and of resource liquefaction enabler. We conducted an empirical study. This research advances both theory and practice as we add to existing discourses on cultural heritage by providing a broader perspective that includes cultural heritage as a potential part of a service ecosystem and highlighting the role of technology in designing and shaping the customer journey within a museum. Furthermore, we shed light on how and when museums are likely to include technology in their service (with resultant improvement in participating architecture for learning) and when they are less likely to do so, which highlights a potential untapped opportunity.