_______ focuses on the interpersonal treatment received by the consumer during the complaint process.
A) Functional fairness
B) Procedural fairness
C) Interactional fairness
D) Service equity
E) Outcome fairness

Question

Quizplus · Accepted Answer

Interactional fairness refers to the way the consumer is treated during the complaint process, including factors such as politeness, respect, and empathy. Functional fairness relates to the technical aspects of the complaint resolution, procedural fairness focuses on the fairness of the complaint process itself, service equity considers the overall quality of the service, and outcome fairness relates to the final resolution of the complaint.

_______ Focuses on the Interpersonal Treatment Received by the Consumer