The Use of Smart Tourism Systems to Improve the Destination’s Appeal: A Case Study from Caserta in Italy

Abstract

This chapter aims to qualify Local Area as Smart Tourism Local Service Systems (S-TLSS), whose competitiveness and reputation depend on sharing strategies and processes of cohesion based on equifinality among/for stakeholder. The methodology envisages the integration of Service Science Management Engineering and Design (SSME+D) and the Viable Systems Approach (VSA). Thus it describes a S-TLSS in terms of local service system, whose viability requires a ‘smart governmentality’, able to guarantee the management of equity, sustainability and resilience. Referring to human resources coherent with value co-creation processes, S-TLSS implies T-shaped professionals: new kind of individuals who have proficiency in a specific field/discipline (deep professionality) and, at the same time, show capacity to understand and participate in complex projects/systems (broad professionality). Finally, the authors will show a practical application of the system attempting to enhance an Italian territory that is not very attractive to tourists and local residents.

Citation

Bassano, C., Pietronudo, M.C. and Piciocchi, P. (2018), "The Use of Smart Tourism Systems to Improve the Destination’s Appeal: A Case Study from Caserta in Italy", Camilleri, M.A. (Ed.) Tourism Planning and Destination Marketing, Emerald Publishing Limited, Leeds, pp. 239-259. https://doi.org/10.1108/978-1-78756-291-220181012