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Photo: Cottonbro, pexels
There is a moment in a stay that hoteliers rarely explicitly psychologically design, but which has a greater impact on guest satisfaction than the quality of the room, food or service. It is the moment of first impression. And it is, behaviorally speaking, the most critical point of the entire experience. It is a moment that carries a disproportionately large impact on everything that follows. And precisely because it takes place below the level of conscious analysis,...
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