Albergo Diffuso and Customers Satisfaction: A New Sustainable Model of Hospitality for the Italian Tourism Sector

This research introduces an innovative model of sustainable tourism, called Albergo Diffuso. It is a made in Italy concept of hospitality which aims at the exploitation of tangible and intangible local resources, oriented to the revitalisation and recovery of existing heritage. We aim to identify which services improve the total quality of an Albergo Diffuso through an opinion minig analysis of customer reviews underlining the attention on services with positive customer's opinions. Ours results confirm that the Albergo Diffuso is very appreciate by tourists and emphasize how this innovative model is leading a reversal of the current tourism business logics. Finally, we also detect which services have a negative customer's perception, in order to encourage enterpreneurs to improve their quality