While Jessica would have liked to have cash back, she felt the customer service representative was fair when she allowed Jessica to return the shirt for store credit. This demonstrates the idea of procedural fairness.

Question

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Procedural fairness refers to the fairness of the process used to make a decision, rather than the outcome itself. In this case, even though Jessica didn't get the specific outcome she wanted (cash back), she felt that the customer service representative followed a fair process by allowing her to return the shirt for store credit.

While Jessica Would Have Liked to Have Cash Back, She