Total Quality research of tourism services. Special case: "Albergo Diffuso"

The tourist service is not just the individual services a single operator can produce/provide potential tourists, but is all the services combined together that can generate an output capable of being perceived by tourists as well as a unit [JP. Lozato-Goitart M. Balfet]. Each service, with its specific characteristics, determine the quality of the entire tourism service. So to speak of quality management it is necessary to identify indicators and processes of each component of the tourist service [Baccarani]. To develop a quality management we believe it is appropriate to refer to the formula "ALBERGO DIFFUSO ", which is a model receptive to accommodating a unified management structure. Unified management makes it easier to assume the principles of TQ, and include systemic support. It also allows one to focus on the customer, undertake quantifiable measurements, including detecting the quality of the service, and allows continuous improvement. The AD is an original model of hospitality that is characterised by its deep ties to the land and local culture, which are themselves, incorporated into part of the service offered. The AD is presented as a model of sustainable development, aiming at the exploitation of local resources materials (cultural heritage, agriculture and handicrafts, small business) and immaterial (traditions, knowledge, social ties). The unified management allows us to identify a single quality standard index that we are going to demonstrate in our research. This model of unified management allows us to identify a single quality standard index that we are going to demonstrate in our research.