<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2007-0705</journal-id>
<journal-title><![CDATA[Nova scientia]]></journal-title>
<abbrev-journal-title><![CDATA[Nova scientia]]></abbrev-journal-title>
<issn>2007-0705</issn>
<publisher>
<publisher-name><![CDATA[Universidad de La Salle Bajío A. C., Coordinación de Investigación]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2007-07052021000200212</article-id>
<article-id pub-id-type="doi">10.21640/ns.v13i27.2755</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Experiencia cultural, calidad y respuesta en el Museo de las Momias en Guanajuato, México]]></article-title>
<article-title xml:lang="en"><![CDATA[Cultural experience, quality and response in the Mommies Museum in Guanajuato, México]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[González-Rosas]]></surname>
<given-names><![CDATA[Erika Lourdes]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Cárcamo-Solís]]></surname>
<given-names><![CDATA[María de Lourdes]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Navarrete-Reynoso]]></surname>
<given-names><![CDATA[Ramón]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad de Guanajuato  ]]></institution>
<addr-line><![CDATA[ ]]></addr-line>
<country>Mexico</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>00</month>
<year>2021</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>00</month>
<year>2021</year>
</pub-date>
<volume>13</volume>
<numero>27</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_arttext&amp;pid=S2007-07052021000200212&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_abstract&amp;pid=S2007-07052021000200212&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://www.scielo.org.mx/scielo.php?script=sci_pdf&amp;pid=S2007-07052021000200212&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen  Introducción:  el Museo de las Momias de Guanajuato (MUMOG) es uno de los más importantes de México y es la segunda fuente de ingresos del municipio de Guanajuato, pues recibió en 2019 más de 619 000 visitantes, recaudando más de 43 000 000 de pesos. El objetivo de esta investigación fue elaborar un modelo de ecuaciones estructurales de segundo orden para analizar la relación entre la experiencia cultural y la calidad en el servicio, a través de los constructos de segundo orden capacidad de respuesta y la experiencia; tomados de las dimensiones presentadas para la experiencia cultural en el modelo de Skot-Hansen (2005) y Linko y Silvanto (2011), y para la calidad en el servicio en el modelo SERVQUAL. La experiencia aborda los constructos reflectivos de entretenimiento, ilustración, fortalecimiento e impacto económico; la capacidad de respuesta se basa en los constructos reflectivos elementos tangibles, fiabilidad, seguridad y empatía.  Método:  esta investigación empírica se plantea como de tipo explicativo, no experimental y transversal, con un enfoque cuantitativo. Se utiliza la técnica estadística de la Modelización de Ecuaciones Estructurales, SEM por sus siglas en inglés. Para la comprobación empírica del modelo propuesto se realizaron 392 encuestas a los asistentes al museo, con un instrumento basado en las dimensiones de experiencia cultural y calidad en el servicio; así como de aspectos sociodemográficos.  Resultados:  la capacidad de respuesta a las necesidades de los clientes sí impacta positiva y significativamente a la experiencia. Se demuestra que el constructo de segundo orden capacidad de respuesta es un reflejo de las cuatro dimensiones: elementos tangibles, fiabilidad, seguridad y empatía. La experiencia es un reflejo de las cuatro dimensiones: entretenimiento, ilustración, fortalecimiento e impacto económico.  Discusión o conclusión:  el análisis de los datos permitió comprobar el modelo estructural propuesto, y arrojó que sí hay una relación entre los aspectos experiencia cultural y calidad en el servicio estudiados a través de sus dimensiones. El museo debe proveer cierto nivel de calidad en el servicio para que las personas valoren su experiencia cultural al visitarlo. Este hallazgo es importante especialmente en el estudio de los museos dentro del sector turístico, ya que lo referente al museo oscuro se ha estudiado relativamente muy poco en México, sobre todo en Guanajuato. Además, el uso del SEM brinda una técnica estadística moderna para obtener información relevante y confiable para la toma de decisiones de los grupos de interés del museo. Como línea futura de investigación, se debe abordar la sustentabilidad del museo ante la saturación del sitio.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract  Introduction:  the Museum of the Mummies of Guanajuato (MUMOG) is one of the most important in Mexico, and is the second source of income for the municipality of Guanajuato: in 2019 received more than 619 thousand visitors, and collected more than 43 million pesos. The objective of this research was to develop a model of second-order structural equations to analyze the relationship between cultural experience and quality of service, through the second order constructs response and experience, taken from the dimensions presented for the cultural experience in the Skot-Hansen (2005) and Linko &amp; Silvanto (2011) model, and for quality of service in the SERVQUAL model. Experience addresses the reflective constructs of entertainment, enlightenment, empowerment, and economic impact. Response is based on the reflective constructs tangible elements, reliability, security, and empathy.  Method: this empirical research was conducted as an explanatory, non-experimental and transversal type, with a quantitative approach. The statistical technique of Structural Equation Modeling (SEM) is used. For the empirical verification of the proposed model, 392 surveys were carried out among museum goers with an instrument based on the dimensions of cultural experience and quality of service, as well as sociodemographic aspects.  Results: response to customer needs does have a positive and significant impact on experience. It is shown that the second-order construct, response, is a reflection of the four dimensions: tangible elements, reliability, security, and empathy. Experience is a reflection of the four dimensions: entertainment, illustration, strengthening and economic impact.  Discussion or conclusion: the data analysis allowed to verify the proposed structural model and showed that there is a relationship between the aspects: cultural experience and quality of service studied through its dimensions. The museum must provide a certain level of quality of service so that people value their cultural experience when visiting it. This finding is especially important in the study of museums within the tourism sector since the dark museum has been studied relatively little in Mexico and less in Guanajuato. In addition, the use of SEM provides a modern statistical technique to obtain relevant and reliable information for decision-making by museum stakeholders. As a future line of research, the sustainability of the museum should be addressed in the face of saturation of the site.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[experiencia cultural]]></kwd>
<kwd lng="es"><![CDATA[calidad]]></kwd>
<kwd lng="es"><![CDATA[capacidad de respuesta]]></kwd>
<kwd lng="es"><![CDATA[museos]]></kwd>
<kwd lng="es"><![CDATA[turismo oscuro]]></kwd>
<kwd lng="es"><![CDATA[momias]]></kwd>
<kwd lng="es"><![CDATA[Guanajuato]]></kwd>
<kwd lng="es"><![CDATA[cultura]]></kwd>
<kwd lng="es"><![CDATA[servicio]]></kwd>
<kwd lng="es"><![CDATA[indicadores]]></kwd>
<kwd lng="es"><![CDATA[turismo cultural]]></kwd>
<kwd lng="es"><![CDATA[gestión de museos]]></kwd>
<kwd lng="en"><![CDATA[cultural experience]]></kwd>
<kwd lng="en"><![CDATA[quality]]></kwd>
<kwd lng="en"><![CDATA[response capacity]]></kwd>
<kwd lng="en"><![CDATA[museums]]></kwd>
<kwd lng="en"><![CDATA[dark tourism]]></kwd>
<kwd lng="en"><![CDATA[mommies]]></kwd>
<kwd lng="en"><![CDATA[Guanajuato]]></kwd>
<kwd lng="en"><![CDATA[culture]]></kwd>
<kwd lng="en"><![CDATA[service]]></kwd>
<kwd lng="en"><![CDATA[indicators]]></kwd>
<kwd lng="en"><![CDATA[cultural tourism]]></kwd>
<kwd lng="en"><![CDATA[museum management]]></kwd>
</kwd-group>
</article-meta>
</front><back>
<ref-list>
<ref id="B1">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Aalst Van]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
<name>
<surname><![CDATA[Boogaarts]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[From museum to mass entertainment. The evolution of the role of museums in cities repeat visitation in mature sun and sand holiday destinations]]></article-title>
<source><![CDATA[European Urban and Regional Studies]]></source>
<year>2004</year>
<volume>9</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>195-209</page-range></nlm-citation>
</ref>
<ref id="B2">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Agbor]]></surname>
<given-names><![CDATA[J. M.]]></given-names>
</name>
</person-group>
<source><![CDATA[The Relationship between Customer Satisfaction and Service Quality: a study of three Service sectors in Umeå]]></source>
<year>2011</year>
<publisher-loc><![CDATA[Suecia ]]></publisher-loc>
<publisher-name><![CDATA[Umeå School of Business]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B3">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Alam]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Mondal]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Assessment of sanitation service quality in urban slums of Khulna city based on SERVQUAL and AHP model: A case study of railway slum, Khulna, Bangladesh]]></article-title>
<source><![CDATA[Journal of Urban Management]]></source>
<year>2019</year>
<volume>8</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>20-7</page-range></nlm-citation>
</ref>
<ref id="B4">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Alcaraz]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Hume]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Mort]]></surname>
<given-names><![CDATA[G. S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Creating sustainable practice in a museum context: Adopting service-centricity in non-profit museums]]></article-title>
<source><![CDATA[Sustainability, Social Entrepreneurship and Social Change]]></source>
<year>2009</year>
<volume>17</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>219-25</page-range></nlm-citation>
</ref>
<ref id="B5">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ali]]></surname>
<given-names><![CDATA[Z.]]></given-names>
</name>
<name>
<surname><![CDATA[Zawawi]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Myeda]]></surname>
<given-names><![CDATA[N. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Mohamad]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Adaptative reuse of historical buildings Service quality measurement of Kuala Lumpur museums]]></article-title>
<source><![CDATA[International Journal of Building Pathology and Adaptation]]></source>
<year>2019</year>
<volume>37</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>54-68</page-range></nlm-citation>
</ref>
<ref id="B6">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Álvarez García]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[del Río Rama]]></surname>
<given-names><![CDATA[M. de la C.]]></given-names>
</name>
<name>
<surname><![CDATA[Vila Alonso]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The Effects of Quality Management Practices on Key Results: questionnaires sample for the industry of tourist accommodation in Spain]]></article-title>
<source><![CDATA[Review of Business Management]]></source>
<year>2014</year>
<volume>16</volume>
<numero>52</numero>
<issue>52</issue>
<page-range>351-73</page-range></nlm-citation>
</ref>
<ref id="B7">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Antón]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Camarero]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Garrido]]></surname>
<given-names><![CDATA[M. J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Exploring the experience value of museum visitors as a co-creation process]]></article-title>
<source><![CDATA[Current Issues in Tourism]]></source>
<year>2018</year>
<volume>21</volume>
<numero>12</numero>
<issue>12</issue>
<page-range>1406-25</page-range></nlm-citation>
</ref>
<ref id="B8">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Arambewela]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Hall]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A comparative analysis of international education satisfaction using SERVQUAL]]></article-title>
<source><![CDATA[Journal of Services Research]]></source>
<year>2006</year>
<volume>6</volume>
<numero>2006</numero>
<issue>2006</issue>
<page-range>141-53</page-range></nlm-citation>
</ref>
<ref id="B9">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Argan]]></surname>
<given-names><![CDATA[M. T.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Sanat Galerilerinin Sergi Salonunda Algilanan Hizmet Kalitesi Boyutlari]]></article-title>
<source><![CDATA[Dimensions of Perceived Service Quality in Exhibition Room of Art Galleries]]></source>
<year>2009</year>
<volume>9</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>1-17</page-range></nlm-citation>
</ref>
<ref id="B10">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Brida]]></surname>
<given-names><![CDATA[J.G.]]></given-names>
</name>
<name>
<surname><![CDATA[Meleddu]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Pulina]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Understanding museum visitor´s experience: a comparative study]]></article-title>
<source><![CDATA[Journal of Culture Heritage Management and Sustainable Development]]></source>
<year>2016</year>
<volume>6</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>47-71</page-range></nlm-citation>
</ref>
<ref id="B11">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Butt]]></surname>
<given-names><![CDATA[M. M.]]></given-names>
</name>
<name>
<surname><![CDATA[de Run]]></surname>
<given-names><![CDATA[E. C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Private healthcare quality: Applying a SERVQUAL model]]></article-title>
<source><![CDATA[International Journal of Health Care Quality Assurance]]></source>
<year>2010</year>
<volume>23</volume>
<numero>7</numero>
<issue>7</issue>
<page-range>658-73</page-range></nlm-citation>
</ref>
<ref id="B12">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Camarero]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Garrido]]></surname>
<given-names><![CDATA[M.-J.]]></given-names>
</name>
<name>
<surname><![CDATA[Vicente]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Does it pay off for museums to foster creativity? The complementary effect of innovative visitor experiences]]></article-title>
<source><![CDATA[Journal of Travel &amp; Tourism Marketing]]></source>
<year>2019</year>
<volume>36</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>144-58</page-range></nlm-citation>
</ref>
<ref id="B13">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Cárdenas-Manríquez]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Young]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Semple]]></surname>
<given-names><![CDATA[K.]]></given-names>
</name>
<name>
<surname><![CDATA[Li]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Coy]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Underwood]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Siddique]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
<name>
<surname><![CDATA[Guigard]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Bressler]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Gupta]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Foght]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[crobially-mediated de-watering and consolidation (&#8220;Biodensification&#8221;) of oil sands mature fine tailings, amended with agri-business by-products]]></article-title>
<source><![CDATA[Nova Scientia]]></source>
<year>2020</year>
<volume>12</volume>
<numero>24</numero>
<issue>24</issue>
</nlm-citation>
</ref>
<ref id="B14">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Carrasco]]></surname>
<given-names><![CDATA[R.A.]]></given-names>
</name>
<name>
<surname><![CDATA[Sánchez-Fernández]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Muñoz-Leiva]]></surname>
<given-names><![CDATA[F.]]></given-names>
</name>
<name>
<surname><![CDATA[Blasco]]></surname>
<given-names><![CDATA[M.F.]]></given-names>
</name>
<name>
<surname><![CDATA[Herrera-Viedma]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Evaluation of the hotels e-services quality under the user&#8217;s experience]]></article-title>
<source><![CDATA[Soft Computing]]></source>
<year>2017</year>
<volume>21</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>995-1011</page-range></nlm-citation>
</ref>
<ref id="B15">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Chan]]></surname>
<given-names><![CDATA[J. K. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Yeoh]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The Experiential Dimensions of Museum Experiences: The Visitors&#8217; Perspectives]]></article-title>
<source><![CDATA[International Journal of Business &amp; Accountancy]]></source>
<year>2010</year>
<volume>1</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>20-31</page-range></nlm-citation>
</ref>
<ref id="B16">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Chan]]></surname>
<given-names><![CDATA[J.K.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The consumption of museum service experiences; benefits and value of museum experiences]]></article-title>
<source><![CDATA[Journal of Hospitality Marketing &amp; Management]]></source>
<year>2009</year>
<volume>18</volume>
<numero>2-3</numero>
<issue>2-3</issue>
<page-range>173-96</page-range></nlm-citation>
</ref>
<ref id="B17">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Charitonos]]></surname>
<given-names><![CDATA[K.]]></given-names>
</name>
<name>
<surname><![CDATA[Blake]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
<name>
<surname><![CDATA[Scanlon]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Jones]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Museum learning via social and mobile technologies: (How) can online interactions enhance the visitor experience?]]></article-title>
<source><![CDATA[British Journal of Educational Technology]]></source>
<year>2012</year>
<volume>43</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>802-19</page-range></nlm-citation>
</ref>
<ref id="B18">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Chiwara]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Chipangura]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Digital Technology: The Panacea to Improve Visitor Experience and Audience Growth?]]></article-title>
<source><![CDATA[Museum International]]></source>
<year>2018</year>
<volume>70</volume>
<numero>1/2</numero>
<issue>1/2</issue>
<page-range>114-23</page-range></nlm-citation>
</ref>
<ref id="B19">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Curry]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Sinclair]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Assessing the quality of physiotherapy services using SERVQUAL]]></article-title>
<source><![CDATA[International Journal of Health Care Quality Assurance]]></source>
<year>2002</year>
<volume>15</volume>
<numero>5</numero>
<issue>5</issue>
<page-range>197-205</page-range></nlm-citation>
</ref>
<ref id="B20">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Dagger]]></surname>
<given-names><![CDATA[T.S.]]></given-names>
</name>
<name>
<surname><![CDATA[Sweeney]]></surname>
<given-names><![CDATA[J.C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Service quality attribute weights: how do novice and longer-term customers construct service quality performance?]]></article-title>
<source><![CDATA[Journal of Service Research]]></source>
<year>2007</year>
<volume>10</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>22-42</page-range></nlm-citation>
</ref>
<ref id="B21">
<nlm-citation citation-type="">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Falk]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Dierking]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
</person-group>
<source><![CDATA[The Museum Experience Revisited]]></source>
<year>2013</year>
</nlm-citation>
</ref>
<ref id="B22">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Frochot]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
<name>
<surname><![CDATA[Hughes]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[HISTOQUAL: the development of a historic houses assessment scale]]></article-title>
<source><![CDATA[Tourism Management]]></source>
<year>2000</year>
<volume>21</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>157-67</page-range></nlm-citation>
</ref>
<ref id="B23">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[García]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[La cultura aportó 3.2% al PIB de México en 2017]]></article-title>
<source><![CDATA[El Economista]]></source>
<year>2018</year>
</nlm-citation>
</ref>
<ref id="B24">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[González Rosas]]></surname>
<given-names><![CDATA[E. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Sanginés. M. L.]]></surname>
<given-names><![CDATA[Guevara]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Percepción de la Experiencia Cultural y la Calidad del 44o Festival Internacional Cervantino]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Richards]]></surname>
<given-names><![CDATA[G.]]></given-names>
</name>
<name>
<surname><![CDATA[Lanuza]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<source><![CDATA[Experiencias turísticas de festivales y eventos]]></source>
<year>2017</year>
<page-range>103-26</page-range><publisher-loc><![CDATA[Ciudad de México ]]></publisher-loc>
<publisher-name><![CDATA[Pasos]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B25">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[González Rosas]]></surname>
<given-names><![CDATA[E. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Brida]]></surname>
<given-names><![CDATA[G.]]></given-names>
</name>
<name>
<surname><![CDATA[Zapata Aguirre]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Visita al Museo de las Momias en el destino turístico de Guanajuato]]></article-title>
<source><![CDATA[El Periplo Sustentable]]></source>
<year>2020</year>
<numero>39</numero>
<issue>39</issue>
</nlm-citation>
</ref>
<ref id="B26">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Goulding]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The museum environment and the visitor experience]]></article-title>
<source><![CDATA[European Journal of Marketing]]></source>
<year>2000</year>
<volume>34</volume>
<numero>3/4</numero>
<issue>3/4</issue>
<page-range>261-78</page-range></nlm-citation>
</ref>
<ref id="B27">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Gutiérrez Tlahque]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Santiago Sáenz]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Hernández Fuentes]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Pinedo Espinoza]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[López Buenabad]]></surname>
<given-names><![CDATA[G.]]></given-names>
</name>
<name>
<surname><![CDATA[López Palestina]]></surname>
<given-names><![CDATA[C.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Influencia de los métodos de cocción sobre la actividad antioxidante y compuestos bioactivos de tomate (Solanum lycopersicum L.)]]></article-title>
<source><![CDATA[Nova Scientia]]></source>
<year>2019</year>
<volume>11</volume>
<numero>22</numero>
<issue>22</issue>
<page-range>53-68</page-range></nlm-citation>
</ref>
<ref id="B28">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hair]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Hult]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
<name>
<surname><![CDATA[Ringle]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Sarstedt]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<source><![CDATA[A primer on partial Least Squares Structural Equation Modeling (PLS)]]></source>
<year>2010</year>
<publisher-loc><![CDATA[United States of America ]]></publisher-loc>
<publisher-name><![CDATA[Sage]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B29">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hansen]]></surname>
<given-names><![CDATA[M. E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Analyzing visits to English museums 1850-2015: a research note]]></article-title>
<source><![CDATA[Cultural Trends]]></source>
<year>2018</year>
<volume>27</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>296-305</page-range></nlm-citation>
</ref>
<ref id="B30">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hsiao]]></surname>
<given-names><![CDATA[C. T.]]></given-names>
</name>
<name>
<surname><![CDATA[Yao]]></surname>
<given-names><![CDATA[M. H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[System Dynamics Approach to Visitors&#8217; Long-Term Satisfaction with Museum: A Case Study of the National Museum of Natural Science]]></article-title>
<source><![CDATA[International Journal of Electronic Business Management]]></source>
<year>2012</year>
<volume>10</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>113-21</page-range></nlm-citation>
</ref>
<ref id="B31">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hume]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[How Do We Keep Them Coming? Examining Museum Experiences Using a Services Marketing Paradigm]]></article-title>
<source><![CDATA[Journal of Nonprofit &amp; Public Sector Marketing]]></source>
<year>2011</year>
<volume>23</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>71-94</page-range></nlm-citation>
</ref>
<ref id="B32">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Hume]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[To Technovate or Not to Technovate? Examining the Inter-Relationship of Consumer Technology, Museum Service Quality, Museum Value, and Repurchase Intent]]></article-title>
<source><![CDATA[Journal of Nonprofit &amp; Public Sector Marketing]]></source>
<year>2015</year>
<volume>27</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>155-82</page-range></nlm-citation>
</ref>
<ref id="B33">
<nlm-citation citation-type="">
<collab>Instituto Nacional de Estadística y Geografía, INEGI</collab>
<source><![CDATA[Recursos Administrativos. Estadísticas Museos]]></source>
<year>2019</year>
</nlm-citation>
</ref>
<ref id="B34">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Jászberényi]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Ásványi]]></surname>
<given-names><![CDATA[K.]]></given-names>
</name>
<name>
<surname><![CDATA[Bodnár]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[New Museology and Tourist Experience in Cultural Tourism - The Case Study of a Museum in Budapest]]></article-title>
<source><![CDATA[Review of Economic Studies &amp; Research Virgil Madgearu]]></source>
<year>2018</year>
<volume>11</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>41-53</page-range></nlm-citation>
</ref>
<ref id="B35">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kansal]]></surname>
<given-names><![CDATA[M.L.]]></given-names>
</name>
<name>
<surname><![CDATA[Ndimbo]]></surname>
<given-names><![CDATA[I.J.]]></given-names>
</name>
<name>
<surname><![CDATA[Chandaniha]]></surname>
<given-names><![CDATA[S.K.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Urban water service quality assessment in Tanzanian towns of Songea and Mbeya]]></article-title>
<source><![CDATA[Sustainable Water Resources Management]]></source>
<year>2017</year>
<volume>3</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>491-501</page-range></nlm-citation>
</ref>
<ref id="B36">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kent]]></surname>
<given-names><![CDATA[T.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The role of the museum shop in extending the visitor experience]]></article-title>
<source><![CDATA[International Journal of Nonprofit &amp; Voluntary Sector Marketing]]></source>
<year>2010</year>
<volume>15</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>67-77</page-range></nlm-citation>
</ref>
<ref id="B37">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Kumar]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Tat Kee]]></surname>
<given-names><![CDATA[F.]]></given-names>
</name>
<name>
<surname><![CDATA[Taap Manshor]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Determining the relative importance of critical factors in delivering service quality of banks: An application of dominance analysis in SERVQUAL model]]></article-title>
<source><![CDATA[Managing Service Quality: An International Journal]]></source>
<year>2009</year>
<volume>19</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>211-28</page-range></nlm-citation>
</ref>
<ref id="B38">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Laroche]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Ueltschy]]></surname>
<given-names><![CDATA[L.C.]]></given-names>
</name>
<name>
<surname><![CDATA[Abe]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Cleveland]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Yannopoulos]]></surname>
<given-names><![CDATA[P.P.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Service quality perceptions and customer satisfaction: evaluating the role of culture]]></article-title>
<source><![CDATA[Journal of International Marketing]]></source>
<year>2004</year>
<volume>12</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>58-85</page-range></nlm-citation>
</ref>
<ref id="B39">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Li]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
<name>
<surname><![CDATA[Schein]]></surname>
<given-names><![CDATA[D. D.]]></given-names>
</name>
<name>
<surname><![CDATA[Ravi]]></surname>
<given-names><![CDATA[S. P.]]></given-names>
</name>
<name>
<surname><![CDATA[Song]]></surname>
<given-names><![CDATA[W.]]></given-names>
</name>
<name>
<surname><![CDATA[Gu]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[actors Influencing Residents&#8217; Perceptions, Attitudes and Behavioral Intention Toward Festivals and Special Events: A Pre-Event Perspective]]></article-title>
<source><![CDATA[Journal of Business Economics &amp; Management]]></source>
<year>2018</year>
<volume>19</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>288-306</page-range></nlm-citation>
</ref>
<ref id="B40">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Lin]]></surname>
<given-names><![CDATA[Y.-N.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Leisure-A function of museums? The Taiwan perspective]]></article-title>
<source><![CDATA[Museum Management and Curatorship]]></source>
<year>2006</year>
<volume>21</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>302-16</page-range></nlm-citation>
</ref>
<ref id="B41">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Linko]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Silvanto]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Infected by arts festivals: festival policy and audience experiences in the Helsinki metropolitan area]]></article-title>
<source><![CDATA[Journal of Arts Management, Law &amp; Society]]></source>
<year>2011</year>
<volume>41</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>224-39</page-range></nlm-citation>
</ref>
<ref id="B42">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Liu]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Huang]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Wang]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Wang]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[How do Service Quality, Value, Pleasure, and Satisfaction Create Loyalty to Smart Dockless Bike-Sharing Systems?]]></article-title>
<source><![CDATA[Review of Business Management]]></source>
<year>2020</year>
<volume>22</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>705-28</page-range></nlm-citation>
</ref>
<ref id="B43">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Luna Alvarado]]></surname>
<given-names><![CDATA[C. M.]]></given-names>
</name>
<name>
<surname><![CDATA[Vidaurri Aréchiga]]></surname>
<given-names><![CDATA[J. E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Las momias de Guanajuato, la fuerza turística de quienes no pagaron perpetuidad]]></article-title>
<source><![CDATA[Ide@s CONCYTEG]]></source>
<year>2018</year>
<volume>13</volume>
<page-range>17-28</page-range></nlm-citation>
</ref>
<ref id="B44">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[MacPherson]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Hammerness]]></surname>
<given-names><![CDATA[K.]]></given-names>
</name>
<name>
<surname><![CDATA[Gupta]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Developing a Set of Guidelines for Rigorous Evaluations at a Natural History Museum]]></article-title>
<source><![CDATA[Journal of Museum Education]]></source>
<year>2019</year>
<volume>44</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>277-85</page-range></nlm-citation>
</ref>
<ref id="B45">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Maher]]></surname>
<given-names><![CDATA[J. K.]]></given-names>
</name>
<name>
<surname><![CDATA[Clark]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Motley]]></surname>
<given-names><![CDATA[D. G.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Measuring Museum Service Quality in Relationship to Visitor Membership: The Case of a Children&#8217;s Museum]]></article-title>
<source><![CDATA[International Journal of Arts Management]]></source>
<year>2011</year>
<volume>13</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>29-42</page-range></nlm-citation>
</ref>
<ref id="B46">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Mey]]></surname>
<given-names><![CDATA[L. P.]]></given-names>
</name>
<name>
<surname><![CDATA[Mohamed]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Service Quality, Visitor Satisfaction and Behavioral Intentions: Pilot Study at a Museum in Malaysia]]></article-title>
<source><![CDATA[Journal of Global Business &amp; Economics]]></source>
<year>2010</year>
<volume>1</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>226-40</page-range></nlm-citation>
</ref>
<ref id="B47">
<nlm-citation citation-type="journal">
<article-title xml:lang=""><![CDATA[El Museo de las Momias de Guanajuato, entre los 3 más visitados del país]]></article-title>
<source><![CDATA[Milenio]]></source>
<year>2021</year>
</nlm-citation>
</ref>
<ref id="B48">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Mitchell]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Linn]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Yoshida]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[A Tale of Technology and Collaboration: Preparing for 21st-Century Museum Visitors]]></article-title>
<source><![CDATA[Journal of Museum Education]]></source>
<year>2019</year>
<volume>44</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>242-52</page-range></nlm-citation>
</ref>
<ref id="B49">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Nechita]]></surname>
<given-names><![CDATA[F.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The New Concepts Shaping The Marketing Communication Strategies of Museums]]></article-title>
<source><![CDATA[Bulletin of the Transilvania University of Brasov]]></source>
<year>2014</year>
<volume>7</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>269-78</page-range></nlm-citation>
</ref>
<ref id="B50">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Nowacki]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Evaluating a museum as a tourist product using the SERVQUAL method]]></article-title>
<source><![CDATA[Museum Management and Curatorship]]></source>
<year>2019</year>
<volume>20</volume>
<page-range>235-50</page-range></nlm-citation>
</ref>
<ref id="B51">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Oliva Abarca]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Factors, conditions, and context of cultural entrepreneurship]]></article-title>
<source><![CDATA[Nova Scientia]]></source>
<year>2018</year>
<volume>10</volume>
<numero>20</numero>
<issue>20</issue>
<page-range>442-64</page-range></nlm-citation>
</ref>
<ref id="B52">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Palmas Castrejón]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Serrano- Barquín]]></surname>
<given-names><![CDATA[R.]]></given-names>
</name>
<name>
<surname><![CDATA[Y Gutiérrez Cedillo]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Harmonic Tourism Metodology. A proposal of valuation of knowledge of San Pedro Tultepec de Quiroga, State of Mexico]]></article-title>
<source><![CDATA[Nova Scientia]]></source>
<year>2017</year>
<volume>9</volume>
<numero>19</numero>
<issue>19</issue>
<page-range>717-50</page-range></nlm-citation>
</ref>
<ref id="B53">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V.A.]]></given-names>
</name>
<name>
<surname><![CDATA[Y Berry]]></surname>
<given-names><![CDATA[L.L.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[SERVQUAL: multiple-item scale for measuring consumer perceptions of service quality]]></article-title>
<source><![CDATA[Journal of Retailing]]></source>
<year>1988</year>
<volume>64</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>12-40</page-range></nlm-citation>
</ref>
<ref id="B54">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Pine]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
<name>
<surname><![CDATA[Joseph]]></surname>
<given-names><![CDATA[I. I.]]></given-names>
</name>
<name>
<surname><![CDATA[Gilmore]]></surname>
<given-names><![CDATA[J. H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Welcome to the Experience Economy]]></article-title>
<source><![CDATA[Harvard Business Review]]></source>
<year>1998</year>
<volume>76</volume>
<numero>4</numero>
<issue>4</issue>
<page-range>97-105</page-range></nlm-citation>
</ref>
<ref id="B55">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Pop]]></surname>
<given-names><![CDATA[I. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Borza]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Quality Improvement in Museums Using Organizational Diagnosis]]></article-title>
<source><![CDATA[Review of Economic Studies &amp; Research Virgil Madgearu]]></source>
<year>2014</year>
<volume>7</volume>
<numero>2</numero>
<issue>2</issue>
<page-range>75-103</page-range></nlm-citation>
</ref>
<ref id="B56">
<nlm-citation citation-type="">
<collab>Presidencia Municipal de Guanajuato</collab>
<source><![CDATA[Museo de las Momias de Guanajuato, Colección]]></source>
<year>2019</year>
</nlm-citation>
</ref>
<ref id="B57">
<nlm-citation citation-type="book">
<collab>Presidencia Municipal de Guanajuato</collab>
<source><![CDATA[Análisis Mensual. Concentrado del Museo de las Momias]]></source>
<year>2020</year>
<publisher-loc><![CDATA[Guanajuato, Gto ]]></publisher-loc>
<publisher-name><![CDATA[Tesorería Municipal. Dirección de Ingresos]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B58">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Purcarea]]></surname>
<given-names><![CDATA[V.L.]]></given-names>
</name>
<name>
<surname><![CDATA[Gheorghe]]></surname>
<given-names><![CDATA[I. R.]]></given-names>
</name>
<name>
<surname><![CDATA[Petrescu]]></surname>
<given-names><![CDATA[C.M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The Assessment of Perceived Service Quality of Public Health Care Services in Romania Using the SERVQUAL Scale]]></article-title>
<source><![CDATA[Procedia Economics and Finance]]></source>
<year>2013</year>
<volume>6</volume>
<page-range>573-85</page-range></nlm-citation>
</ref>
<ref id="B59">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ramez]]></surname>
<given-names><![CDATA[W.S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Patients perception of health care quality, satisfaction, and behavioral intention: An empirical study in Bahrain]]></article-title>
<source><![CDATA[International Journal of Business and Social Science]]></source>
<year>2012</year>
<volume>3</volume>
<numero>18</numero>
<issue>18</issue>
<page-range>131-41</page-range></nlm-citation>
</ref>
<ref id="B60">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ramírez Rosete]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
<name>
<surname><![CDATA[Calderón]]></surname>
<given-names><![CDATA[B.]]></given-names>
</name>
<name>
<surname><![CDATA[Milián Ávila]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Guevara Romero]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Participatory management in the development of strategies of urbano revitalization for the historic district of San José, Puebla]]></article-title>
<source><![CDATA[Nova Scientia]]></source>
<year>2017</year>
<volume>9</volume>
<numero>18</numero>
<issue>18</issue>
<page-range>588-626</page-range></nlm-citation>
</ref>
<ref id="B61">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Richards]]></surname>
<given-names><![CDATA[Greg]]></given-names>
</name>
<name>
<surname><![CDATA[Ruiz Lanuza]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<source><![CDATA[Experiencias turísticas de festivales y eventos]]></source>
<year>2017</year>
<publisher-loc><![CDATA[México ]]></publisher-loc>
<publisher-name><![CDATA[Editorial PASOS]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B62">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Rodríguez]]></surname>
<given-names><![CDATA[M. A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[The contribution of tourism to economic growth of Mexico: An analysis by tourism industries]]></article-title>
<source><![CDATA[Nova Scientia]]></source>
<year>2014</year>
<volume>7</volume>
<numero>13</numero>
<issue>13</issue>
<page-range>337-51</page-range></nlm-citation>
</ref>
<ref id="B63">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Rubino]]></surname>
<given-names><![CDATA[I.]]></given-names>
</name>
<name>
<surname><![CDATA[Xhembulla]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
<name>
<surname><![CDATA[Martina]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Bottino]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Malnati]]></surname>
<given-names><![CDATA[G.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[MusA: Using Indoor Positioning and Navigation to Enhance Cultural Experiences in a Museum]]></article-title>
<source><![CDATA[Sensors]]></source>
<year>2013</year>
<volume>13</volume>
<numero>12</numero>
<issue>12</issue>
<page-range>17445-71</page-range></nlm-citation>
</ref>
<ref id="B64">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ruiz-Alba]]></surname>
<given-names><![CDATA[J. L.]]></given-names>
</name>
<name>
<surname><![CDATA[Nazarian]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Rodríguez-Molina]]></surname>
<given-names><![CDATA[M. A.]]></given-names>
</name>
<name>
<surname><![CDATA[Andreu]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Museum visitors&#8217; heterogeneity and experience processing]]></article-title>
<source><![CDATA[International Journal of Hospitality Management]]></source>
<year>2019</year>
<volume>78</volume>
<page-range>131-41</page-range></nlm-citation>
</ref>
<ref id="B65">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Sánchez Martínez]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Las momias de Guanajuato: patrimonio fúnebre turístico. Frontera entre lo morboso y lo espiritual]]></article-title>
<source><![CDATA[Arteconciencia]]></source>
<year>2011</year>
<volume>1</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>59-76</page-range></nlm-citation>
</ref>
<ref id="B66">
<nlm-citation citation-type="">
<collab>Secretaría de Cultura</collab>
<source><![CDATA[Directorio de Museos]]></source>
<year>2020</year>
</nlm-citation>
</ref>
<ref id="B67">
<nlm-citation citation-type="">
<collab>Secretaría de Cultura</collab>
<source><![CDATA[Directorio de Museos]]></source>
<year>2021</year>
</nlm-citation>
</ref>
<ref id="B68">
<nlm-citation citation-type="">
<collab>Secretaría de Turismo</collab>
<source><![CDATA[Visitantes a los Museos]]></source>
<year>2020</year>
</nlm-citation>
</ref>
<ref id="B69">
<nlm-citation citation-type="">
<collab>Secretaría de Turismo</collab>
<source><![CDATA[Resultados de la Actividad Turística, octubre 2019]]></source>
<year>2019</year>
</nlm-citation>
</ref>
<ref id="B70">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Silalahi]]></surname>
<given-names><![CDATA[S.L.B.]]></given-names>
</name>
<name>
<surname><![CDATA[Handayani]]></surname>
<given-names><![CDATA[P. W.]]></given-names>
</name>
<name>
<surname><![CDATA[Munajat]]></surname>
<given-names><![CDATA[Q.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Service quality analysis for online transportation services: Case study of GO-JEK]]></article-title>
<source><![CDATA[Procedia Computer Science]]></source>
<year>2017</year>
<volume>124</volume>
<numero>2017</numero>
<issue>2017</issue>
<page-range>487-95</page-range></nlm-citation>
</ref>
<ref id="B71">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Skot-Hansen]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Why urban cultural policies - Danish National Research Database]]></article-title>
<person-group person-group-type="editor">
<name>
<surname><![CDATA[Robinson]]></surname>
<given-names><![CDATA[J.]]></given-names>
</name>
</person-group>
<source><![CDATA[Eurocult21 Integrated Report]]></source>
<year>2005</year>
<page-range>21-40</page-range><publisher-loc><![CDATA[Dinamarca ]]></publisher-loc>
<publisher-name><![CDATA[EUROCULT21]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B72">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Sterry]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
<name>
<surname><![CDATA[Beaumont]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Methods for studying family visitors in art museums: A cross-disciplinary review of current research]]></article-title>
<source><![CDATA[Museum Management and Curatorship]]></source>
<year>2006</year>
<volume>21</volume>
<numero>3</numero>
<issue>3</issue>
<page-range>222-39</page-range></nlm-citation>
</ref>
<ref id="B73">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Su]]></surname>
<given-names><![CDATA[Y.]]></given-names>
</name>
<name>
<surname><![CDATA[Teng]]></surname>
<given-names><![CDATA[W.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Contemplating museums&#8217; service failure: Extracting the service quality dimensions of museums from negative on-line reviews]]></article-title>
<source><![CDATA[Tourism Management]]></source>
<year>2018</year>
<volume>69</volume>
<page-range>214-22</page-range></nlm-citation>
</ref>
<ref id="B74">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Tan]]></surname>
<given-names><![CDATA[K.C.]]></given-names>
</name>
<name>
<surname><![CDATA[Kek]]></surname>
<given-names><![CDATA[S.W.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Service quality in higher education using an enhanced SERVQUAL approach]]></article-title>
<source><![CDATA[Quality in Higher Education]]></source>
<year>2004</year>
<volume>10</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>17-24</page-range></nlm-citation>
</ref>
<ref id="B75">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Tsiropoulou]]></surname>
<given-names><![CDATA[E. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Thanou]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Papavassiliou]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Quality of Experience-based museum touring: a human in the loop approach]]></article-title>
<source><![CDATA[Social Network Analysis and Mining]]></source>
<year>2017</year>
<volume>7</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>33</page-range></nlm-citation>
</ref>
<ref id="B76">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Tsiropoulou]]></surname>
<given-names><![CDATA[E. E.]]></given-names>
</name>
<name>
<surname><![CDATA[Thanou]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Papavassiliou]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Quality of Experience-based museum touring: a human in the loop approach]]></article-title>
<source><![CDATA[Social Network Analysis and Mining]]></source>
<year>2017</year>
<volume>7</volume>
<numero>1</numero>
<issue>1</issue>
<page-range>33</page-range></nlm-citation>
</ref>
<ref id="B77">
<nlm-citation citation-type="book">
<collab>UNESCO</collab>
<source><![CDATA[Measuring the Economic Contribution of Cultural Industries. A review and assessment of current methodological approaches]]></source>
<year>2013</year>
<publisher-loc><![CDATA[Canada ]]></publisher-loc>
<publisher-name><![CDATA[United Nations Educational, Scientific and Cultural Organization]]></publisher-name>
</nlm-citation>
</ref>
<ref id="B78">
<nlm-citation citation-type="">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Ukpabi]]></surname>
<given-names><![CDATA[D.]]></given-names>
</name>
<name>
<surname><![CDATA[Olaleye]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Mogaji]]></surname>
<given-names><![CDATA[E.]]></given-names>
</name>
<name>
<surname><![CDATA[Karjaluoto]]></surname>
<given-names><![CDATA[H.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Insights into online reviews of hotel service attributes: A cross-national study of selected countries in Africa]]></article-title>
<source><![CDATA[Information and communication technologies in tourism 2018]]></source>
<year>2018</year>
<page-range>243-25</page-range></nlm-citation>
</ref>
<ref id="B79">
<nlm-citation citation-type="journal">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Yilmaz]]></surname>
<given-names><![CDATA[K.]]></given-names>
</name>
<name>
<surname><![CDATA[Filiz]]></surname>
<given-names><![CDATA[N.]]></given-names>
</name>
<name>
<surname><![CDATA[Yilmaz]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
</person-group>
<article-title xml:lang=""><![CDATA[Learning social studies via objects in museums: investigation into Turkish elementary school students&#8217; lived experiences]]></article-title>
<source><![CDATA[British Educational Research Journal]]></source>
<year>2013</year>
<volume>39</volume>
<numero>6</numero>
<issue>6</issue>
<page-range>979-1001</page-range></nlm-citation>
</ref>
<ref id="B80">
<nlm-citation citation-type="">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Youngs]]></surname>
<given-names><![CDATA[M.]]></given-names>
</name>
<name>
<surname><![CDATA[Burrow]]></surname>
<given-names><![CDATA[S.]]></given-names>
</name>
<name>
<surname><![CDATA[Diment]]></surname>
<given-names><![CDATA[P.]]></given-names>
</name>
</person-group>
<source><![CDATA[Evaluating origins: how an exhibition is experienced by visitors]]></source>
<year>2014</year>
</nlm-citation>
</ref>
<ref id="B81">
<nlm-citation citation-type="book">
<person-group person-group-type="author">
<name>
<surname><![CDATA[Zeithaml]]></surname>
<given-names><![CDATA[V.]]></given-names>
</name>
<name>
<surname><![CDATA[Parasuraman]]></surname>
<given-names><![CDATA[A.]]></given-names>
</name>
<name>
<surname><![CDATA[Berry]]></surname>
<given-names><![CDATA[L.]]></given-names>
</name>
</person-group>
<source><![CDATA[Calidad Total en la Gestión de Servicios]]></source>
<year>1995</year>
<publisher-loc><![CDATA[España ]]></publisher-loc>
<publisher-name><![CDATA[Ediciones Díaz de Santos. S. A.]]></publisher-name>
</nlm-citation>
</ref>
</ref-list>
</back>
</article>
