One afternoon, the clerk at the customer service desk of a large retail store got bored and started stating different return policies to each customer. Customers waiting in line and overhearing the different policies would probably feel that the store's handling of returns lacked
A)procedural fairness.
B)variability.
C)organizational fairness.
D)intangibility.
E)explanatory fairness.

Question

Quizplus · Accepted Answer

Procedural fairness refers to the consistency and transparency in the application of policies and procedures. In this scenario, the customers are receiving different return policies, indicating a lack of procedural fairness. The variation in policies can create confusion and frustration among customers and may seem arbitrary and biased.

One Afternoon, the Clerk at the Customer Service Desk of a Large