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.

Vallone, C., Orlandini, P., DE TONI, A., Cecchetti, R. (2012). Total Quality research of tourism services. Special case: "Albergo Diffuso". In 15th Toulon-Verona International Conference. Quality and service Sciences, College of Management Academic Studies, Rishon Lezion, Israel, 3-4 september 2012.

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

VALLONE, CINZIA;ORLANDINI, PAOLA;DE TONI, ANNA;
2012

Abstract

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.
No
slide + paper
total quality management, Albergo diffuso, turism
English
International Conference "Qualitiy and service sciences"; 15th Toulon - Verona Conference "Excellence in services"
978-88-904327-2-9
Vallone, C., Orlandini, P., DE TONI, A., Cecchetti, R. (2012). Total Quality research of tourism services. Special case: "Albergo Diffuso". In 15th Toulon-Verona International Conference. Quality and service Sciences, College of Management Academic Studies, Rishon Lezion, Israel, 3-4 september 2012.
Vallone, C; Orlandini, P; DE TONI, A; Cecchetti, R
File in questo prodotto:
File Dimensione Formato  
Paper Israele_Orlandini Vallone DeToni Cecchetti _INGLESE.docx

accesso aperto

Dimensione 92.73 kB
Formato Microsoft Word XML
92.73 kB Microsoft Word XML Visualizza/Apri

I documenti in IRIS sono protetti da copyright e tutti i diritti sono riservati, salvo diversa indicazione.

Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/10281/37271
Citazioni
  • Scopus ND
  • ???jsp.display-item.citation.isi??? ND
Social impact