Un network di rilevazione della tourist satisfaction

In the current theoretical scenario there is not a prevailing model of “tourist satisfaction” on destination areas, and not common policies to manage, coordinate or combine different sur-veys. There are however many studies in this field, because the widespread interest on tourist “satisfaction” is a key tool to measure the return and loyalty to a certain destination, and so even to assess the impact of the tourist system to local economy and the level of image offered to the guest. Classical studies of customer satisfaction suggest, we know, that a poor evalua-tion reviews from only one customer induces a negative opinion at least ten times on the first level of diffusion. In southern regions of Italy this effect could produce a competitive disadvan-tage, not so easy to recover in the short term, and only through the gradual spread of positive opinions, produced by improvements in accommodation, structures and environment or land-scape policies. There are always some disparities between the policies desiderata proposed by local administration to achieve environmental goals and those recognized as important in tour-ism. A “tourist satisfaction network”, internet software able to manage questionnaires, gather-ing interviews and producing reports, would be an essential tool for starting and control such process of improvement.