____________ involves the employees of the firm who provide the service recovery and their behavior toward the customer.
A)Procedural justice
B)Legal justice
C)Interactional justice
D)Relational justice
E)Outcome justice

Question

Quizplus · Accepted Answer

Interactional justice refers to the interpersonal treatment and communication that customers receive during service recovery. It involves the employees' behavior toward the customer and their efforts to explain the situation, apologize, and make things right. Procedural justice pertains to the fairness of the recovery process itself, while legal justice concerns compliance with legal standards. Relational justice deals with the long-term relationship between the customer and the firm, and outcome justice refers to the fairness of the resolution and compensation provided to the customer.

____________ Involves the Employees of the Firm Who Provide the Service