她说：“如果给他们的是现金而不是代金券，他们会感觉更好或更少痛苦。”
"They would feel better or less pain, if they were handed cold, hard cash as opposed to a voucher," she said.
她建议，当出了岔子时，企业应该拿出实物来平息顾客的烦躁情绪，而不是提供什么代金券。
Rather than offering a voucher when something goes awry, she suggests that businesses should hand over the real deal to assuage upset customers.
奖励包括表扬，如糖果和小礼物的礼品代金券。
Rewards include praise and small tokens such as sweets and gift tokens.
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