As the flight attendant listened to the business traveler complain about having to sit in the plane and wait for two hours before the plane took off,the attendant sorted through some magazines,got a blanket for another passenger and clearly ignored the legitimate complaints of the businessperson.This is clearly a problem with:
A) Functional fairness
B) Service equity
C) Interactional fairness
D) Distributive fairness
E) Relationship management

Question

Quizplus · Accepted Answer

The flight attendant's behavior falls under interactional fairness, which refers to how the service provider interacts with the customer, including factors such as politeness, attentiveness, and empathy. In this case, the flight attendant ignored the legitimate complaints of the business traveler, which is a clear violation of interactional fairness. Functional fairness pertains to the technical quality of the service, while service equity refers to the overall fairness of the service experience. Distributive fairness pertains to the outcomes or results of the service encounter. Relationship management pertains to how the service provider establishes and maintains relationships with customers over time.

As the Flight Attendant Listened to the Business Traveler Complain