Which of the following terms captures how fairly a consumer believes he/she is treated when dealing with service personnel in resolving some issue?
A) Retributive fairness
B) Procedural fairness
C) Restorative fairness
D) Distributive fairness
E) Interactional fairness

Question

Quizplus · Accepted Answer

Interactional fairness captures how fairly a consumer believes he/she is treated when dealing with service personnel in resolving some issue. It pertains to the quality of the interpersonal treatment received by the customer during service delivery. It reflects the sensitivity of the provider to the customer's needs and the extent to which the provider treats the customer with dignity and respect. Retributive fairness refers to the extent to which customers feel that service providers should be punished for their mistakes, whereas, procedural fairness pertains to the perceived fairness of the procedures involved in resolving customer complaints, restorative fairness relates to the customer's perception of the outcome of the complaint handling process and distributive fairness is concerned with customers' perceptions regarding the fairness of outcomes they receive.

Which of the Following Terms Captures How Fairly a Consumer