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Cash bonuses can help hotel operators lure back disappointed customers who were displaced during overbooking snags, according to Penn State researchers. In an experiment, participants said they were more satisfied with cash compensation than a voucher if they lost stays at a hotel due to overbooking, said Breffni Noone, assistant professor of hospitality management. "A lot of people in the hotel industry ask the question: 'What do I do to compensate customers who have been turned away because...
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