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Hybrid organising faces a fundamental challenge in managing multiple and conflicting logics. Prior studies have evidenced the performative role of accounting within such a context largely in support of neoliberal hegemony and economic logic. Mindful of such conflict and the support towards economic logic, drawing on universal accountings, this study provides insights from counter accounting and its potential to serve pluralism and the emancipation of marginalised constituencies.

The research examined The Great Exhibition of the North (GEOTN), England's largest event in 2018, which utilised themes of art, design and innovation to support a regeneration and economic growth agenda. This was led by NewcastleGateshead Initiative (NGI) a hybrid organisation combining logics for economic and social legacies, whose accounts are contrasted to counter accounts from a social movement; The Other Great Exhibition of the North, “OtherGEN”. The study involved 30 in-depth semi-structured interviews, detailed observation and documentation review providing account and counter account of the event.

The findings reveal that GEOTN promoted an agenda offering a duality of economic and social logics through the arts and culture delivering a lasting economic and social legacy. This employed traditional accountings and associated performance targets and measurement through a formal evaluation framework. Emergent tensions were apparent evidencing a more dominant economic logic. The purported use of culture was portrayed as artwashing by a counter account narrative enmeshed in a backdrop of austerity. This wider accounting highlights the need for reflection on logic plurality and enables challenge to the performative role of traditional accounting in hybrid organising.

Universal accountings, such as counter accounting, can be advanced to unpack “faked” logics duality in hybrid organising. This reveals the emancipatory potential of accountings and the need for dialogic reflection. Hybrid organising requires careful consideration of accounting as a universal praxis to support social and economic pluralism and democratic ideals.

This paper looks at conditions of service delivery and technologies that are being deployed in libraries, archives and museums in the post-COVID-19 pandemic era.

Literature search from the internet, blogs and wikis over a period of three months were carried out to garner facts. Libraries, archives and museums that had resumed service delivery from different parts of the world were featured.

More digital tools were found to be needed than before the pandemic. These digital tools provide services that can be accessed anytime, anywhere, from any device. Libraries would have to adjust to the changing nature of education, settling for more use of artificial intelligence, audiovisual immersive technologies, and enabling digital and media literacy. Cloud-based technologies, security, analytics and automation have to thrive in the new normal.

Library, archives and museum workers will find information on identifying new ways of doing their work differently in the post-pandemic era. Re-skilling for them, especially, will have to be a priority.

The purpose of this paper is to explore the main strategic considerations facing the libraries of national museums over the next decade, and to examine anticipated future service and resource development priorities.

An explanatory sequential mixed-methods study was undertaken, consisting of a quantitative research phase followed by a qualitative phase. An online survey was sent to the head librarians of two hundred national museum libraries for the quantitative phase. Semi-structured interviews were undertaken with the head librarians at seven national museum libraries for the qualitative phase. The survey data were analysed using descriptive statistics and the interview data were analysed through use of recursive abstraction. Mixing of the data occurred following the qualitative phase.

National museum libraries are facing a complex array of future challenges and opportunities as a result of a rapidly changing socio-technical landscape, evolving organisational needs and priorities and ongoing operational constraints. The main strategic considerations for many national museum libraries relate to their preparedness for these issues, and their ability to deliver services and resources that are relevant, required, and responsive to the future research needs of internal and external users. It seems likely that development priorities will focus on consolidating high impact services and resources, whilst also expanding provision into new areas that have the greatest potential for growth.

This study identifies issues of strategic importance for national museum libraries and examines the main priority areas being considered by museum librarians as they prepare to develop their libraries into the third decade of the twenty-first century.

The purpose of this paper is to review the current status of collaboration in cultural heritage preservation in East Asia, including digital projects, and to suggest practical improvements based on a cultural structuralism perspective.

Through exploratory research, the paper addresses aspects for successful collaboration in cultural heritage digitisation in East Asia.

The paper indicates the difference in collaboration of cultural heritage digitisation between regions such as Europe and the unique situation in East Asia.

If collaboration between the countries of East Asia was implemented then such a community could deal with the issues of cultural heritage by having a standard scheme or policy.

There has been little literature published on East Asian cultural heritage initiatives, particularly in the area of digitisation and digital preservation.

Recommendation systems are widely used in tourism in order to provide people personalized suggestions that would make their trip memorable. Nowadays, mobile assisted guided tours based on recommendation services are used in museums to enhance visitors ’ experience. However, all those systems have been designed to target indoor or outdoor museum visits. Is it feasible to design a system that supports mobile services that connect a museum visit to artworks situated outdoor in the city environment? Is it possible to connect the artworks of a city center to the exhibits of a museum? In this work, we attempt to give a first answer to such questions proposing and implementing a set of services that connects the museum to the city public space. In order to show the strength of the implemented services, we present a basic usage scenario along with a first system evaluation showing positive results.

Managerialization – i.e. the institutional and organizational transformation of cultural institutions acknowledging the need for a managerial action to address their value propositions – is radically reshaping the way museums interact with relevant stakeholders and arrange their service offering. The paper aims at making sense out of the manifold implications of managerialization on museum activities.

Secondary data were collected from a sample of 4,073 Italian museums and art institutions. A logit regression model was designed to investigate the implications of museums’ managerialization on pricing strategies, service offering, organizational and marketing policies, inter-organizational relationships and digitalization.

Managerialization triggered an evolution in museums’ service offering and organizational practices. Institutions that underwent a managerial development were more likely to innovate their policies and strategies. However, managerialization may undermine the way museums focus on disadvantaged people, nurturing inequalities in the access to their service offering.

The managerialization of museums should be handled as a double-edged sword. Although it contributes in enriching the museums’ service offering and in differentiating their activities, it may generate drawbacks on the art institutions’ ability to address the demands of underprivileged groups. Tailored correctives are needed to avoid the side effects of managerialization.

This is one of the first attempts to investigate the implications of managerialization on museums’ practices and inter-organizational relationships. The research findings provide some insights into the challenges that are related to the managerialization of museums and art institutions.

Purpose: In the experience economy, the main challenge for museums is not only to attract visitors but also to preserve artworks. Given this circumstance, this chapter aims to offer an overview of how these cultural organisations have emerged as labs of the future culture, where all kind of technological experiments are tested so as to fulfil their mission.

Design/methodology/approach: This chapter is based on extensive literature review on issues related to robots, artificial intelligence and service automation (RAISA) in the museum sector. Examples illustrate the role of technology in the experience design and preservation of cultural resources.

Findings: 1) A chronological framework of museums’ orientations is established to understand the evolution toward the technology-driven present period. 2) Robots, artificial intelligence and service automation have a meaningful contribution to make in guaranteeing visitor arrivals. 3) This technological phase requires a tourism workforce with new skills.

Research limitations/implications: Few academic studies concerning to the use of robots, artificial intelligence and service automation in the museum sector were found. Hence, more empirical studies are required to completely corroborate the chapter’s suggestions.

Practical implications: An enlightening path for the service design of multisensory and participatory is proposed, as a useful guide for heritage managers, marketing practitioners and tourism planners.

Originality/value: Museum management has been always receiving the attention of managers, policymakers, scholars, among others. Insights of how technology enhances heritage preservation and the improvement of museum services throughout numerous examples can direct them to increase knowledge and adopt these practices.

This paper aims to analyse the quality of experience in the Italian art museum context and to understand the mediating role of satisfaction between museum experiences and visitors' word-of-mouth (WOM) behavioural intentions.

This exploratory study adopted a quantitative methodology. Visitors to Italian art museums were interviewed, and the results were examined using exploratory factor analysis and regression analysis.

The analysis shows that the following museum experience dimensions were present in the Italian art museum context: aesthetics, escapism and “edumotion”. Further, these dimensions positively affected visitors' overall satisfaction which mediates on WOM behavioural intentions.

The small sample limits the generalisability of findings, and further research on the topic is recommended.

Museums should allocate resources to improve visitor experience, visitor satisfaction and museum attractions. Specifically, museum managers should invest in the three dimensions that emerged from this study.

This study enriches the empirical evidence on experiential marketing in the museum context by focussing on the mediating role of overall satisfaction in the relationship between museum experience and WOM behaviours. To the best of the authors' knowledge, this is the first study investigating this phenomenon in Italian museums.