________ fairness refers to the perceived fairness of the process with which a firm handles customer complaints.
A)Procedural
B)Intangible
C)Distributive
D)Service
E)Empowerment

Question

Quizplus · Accepted Answer

Procedural fairness refers to the perceived fairness of the process with which a firm handles customer complaints. This includes factors like responsiveness and timeliness of the complaint handling process, the degree to which customers feel they have been heard and understood, and the consistency and transparency of the process. Other types of fairness include distributive fairness (perceived fairness of outcomes or compensation received) and interactional fairness (perceived fairness of interpersonal treatment).

________ Fairness Refers to the Perceived Fairness of the Process