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“Mental models are an explanation of how things work. They are how we decide what variables matter in a given situation and how those variables interact with one another. Mental models are how we make sense of the world. (source)”
Carmen Cruz, the manager of the four-diamond, 64-room Casa Madrona Hotel and Spa in Sausalito, California, said tipping trends in hotels are changing.
“Even when they don’t yet know it, customers want something better, and your desire to delight customers …