Kevin is a salesperson selling electronic goods. A customer complains about problems with the music player purchased by him the previous week. He requests a replacement. Kevin explains the store's exchange policies and asks the customer to fill out a complaint form. Therefore, Kevin is dealing with the customer's problems with

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This is an example of procedural fairness which 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. Guidelines reduce variability in handling complaints and lead customers to believe that they are being treated like everyone else.

Kevin Is a Salesperson Selling Electronic Goods