The heritage character and service quality in urban defensive structures renovated as hotels

@article{PeriezCristbal2019TheHC,
  title={The heritage character and service quality in urban defensive structures renovated as hotels},
  author={Rafael Peri{\'a}{\~n}ez-Crist{\'o}bal and Pedro Luengo and Arturo Calvo-Mora},
  journal={Journal of Heritage Tourism},
  year={2019},
  volume={15},
  pages={44 - 59}
}
ABSTRACT This work seeks to demonstrate the importance of the interests of lodging service users in non-hotel resources, directly or indirectly, linked to hotels. For this, Spanish hotels located in defensive structures belonging to the Paradores chain have been selected. The conceptual framework starts from the evaluative models of the quality of service modified to this study. Then, a Big Data tool has been developed that allows for the analysis of 3372 visitor comments about subjects… 
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