Cultural Heritage Quality Management: Analysis of archaeological heritage managers’ perception

Abstract

Goal and objectives of the dissertationThe current thesis - designed and conducted at European level, academically recognized through the awarding of the honorary title of Doctor Europaeus - has as its main goal to propose, design and accomplish the first doctoral thesis on the topic of Cultural Heritage Quality Management, by applying a complex approach that would frame theoretically the convergence of three main areas towards sustainability: Quality and Tourism, Archaeological Heritage and Culture.We have thus placed the subject of the application of quality principles to cultural heritage management within the broader debate about the policies of integrated development and the role of cultural heritage in society and within the process of a sustainable global development. We have defined then four objectives:* To understand how the heritage managers perceive Quality Management, particularly when the latter is applied to Cultural Heritage;* To understand the impact of the implementation of quality management systems on the level of self-awareness of the local population;* To consider the role of cultural heritage in the context of tourism development, as key element within the destination competitiveness. Thus, we aimed to comprehend how (and if) does the implementation of quality management systems for heritage sites play a role to boost the visitors' experience;* To understand to what extent operators consider the promotion of the encounter between tourists and local community and the promotion of intercultural dialogue within the tourist experience among the dimension of cultural heritage quality management.MethodologyWe have designed a research based on the interpretivist paradigm, which leaded us to adopt qualitative approach to explain (not to measure) the phenomenon investigated. We have conducted a multiple transdisciplinary, explorative and illustrative case study. We have thus considered appropriate to associate to our method (case study) a series of adjectives in order to better define and place it within the theoretical and sectorial point of view. The adjective multiple, refers to the existence of several cases considered in order to create comparisons. In Italy, we involved the manager of the Museo della Civilta Romana (Rome), Museo dei Mercati di Traiano e Fori Imperiali (Rome), Museo del Mare e della Navigazione Antica (Santa Marinella). In Portugal, we analysed the Synagogue of Tomar, the Castle of Abrantes, the CIAAR of Vila Nova da Barquinha and the Museu de Arte Pre-Historica e do Sagrado do Vale do Tejo (Macâo). Finally, in Spain, we investigated the four museums of the Ruta Caesaraugusta (Zaragoza).The research was also transdisciplinary - as the research aims to achieve a holistic comprehension - and explorative, as its aim is to examine the difficulties in implementing new procedures and techniques in an organisation. Finally, we have defined our research illustrative, as it aims to illustrate new practices adopted by specific organisations (Collis & Hussey, 2009, p. 82).We have thus adopted three main techniques for the collection of data:* Direct observationDirect observation was conducted in various phases of the study, maintaining updated a field journal and creating an observation grid. In addition, in order to have a more close contact with the local population in the cities where the study was conducted, we have chosen to optimize the period of our permanence through operational options such as the stay with local families - planned by the use of online platforms such as couchsurfing.com - instead of hotels or other commercial/tourist accommodation.* Interview with key agentsSemi-structured interviews were carried out involving 5 museums directors during the exploratory phase (2011). During the empirical study conducted between 2013 and 2014 we have analysed 8 cultural heritage places (museums and archaeological areas) open to the public and assessed by the HERITY GES. …