Procedural fairness
A) significantly increases the variability in handling customer complaints.
B) is achieved when store employees have an antagonistic attitude when handling complaints.
C) is customers' perceptions of the benefits received compared with their costs in terms of inconvenience or monetary loss.
D) makes customers feel they have been dealt with fairly when store employees follow company guidelines.
E) empowers store employees and gives them more flexibility to resolve complaints than distributive fairness.

Question

Quizplus · Accepted Answer

Procedural fairness is the perceived fairness of the process used to resolve complaints. Customers typically feel they have been dealt with fairly when store employees follow company guidelines.

Procedural Fairness