Picture of neon light reading 'Open'

Discover open research at Strathprints as part of International Open Access Week!

23-29 October 2017 is International Open Access Week. The Strathprints institutional repository is a digital archive of Open Access research outputs, all produced by University of Strathclyde researchers.

Explore recent world leading Open Access research content this Open Access Week from across Strathclyde's many research active faculties: Engineering, Science, Humanities, Arts & Social Sciences and Strathclyde Business School.

Explore all Strathclyde Open Access research outputs...

Role conflict and changing heritage practice : ancestral tourism in Scotland

Murdy, Samantha and Alexander, Matthew and Bryce, Derek (2016) Role conflict and changing heritage practice : ancestral tourism in Scotland. Journal of Marketing Management, 32 (15-16). pp. 1494-1512. ISSN 0267-257X

[img] Text (Murdy-Alexander-Bryce-JMM2016-role-conflict-and-changing-heritage-practice)
Murdy_Alexander_Bryce_JMM2016_role_conflict_and_changing_heritage_practice.pdf - Accepted Author Manuscript
Restricted to Repository staff only until 16 November 2017.

Download (387kB) | Request a copy from the Strathclyde author


Developing mutually beneficial outcomes in service encounters can be challenging due to resource asymmetry within co-created experiences. Such encounters can result in role conflict for service providers. Limited attention has been paid to the effect on service providers of highly collaborative exchanges which require specific customisation. An example of this is ancestral tourism, a dimension of heritage consumption, in which visitors actively participate in the co-creation of experience at museums, archives and related heritage sites. These institutions, previously seen as repositories of historical information, now act as conduits for visitors to investigate their ancestral past. The purpose of this study is to explore the relationship between changing professional discourse in the cultural heritage sector, specifically ancestral tourism, and role conflict amongst staff. Through interviews conducted with professionals, the extent and outcomes of role conflict in complex and collaborative exchanges is explored.