During a service recovery effort,the employee promptly refunded the customer's money,but threw the money at the customer.As a result,the recovery effort violated the customer's ____ justice need.
A)social
B)procedural
C)interactional
D)distributive
E)ethical

Question

Quizplus · Accepted Answer

The interactional justice need refers to the way customers are treated during a service recovery effort, with respect and empathy. By throwing the customer's refund at them, the employee violated this need for fair and respectful treatment. Social justice focuses on the fairness of outcomes, procedural justice focuses on the fairness of the process, and distributive justice concerns the allocation of resources. Ethical considerations are also important, but not directly related to the concept of justice needs in service recovery.

During a Service Recovery Effort,the Employee Promptly Refunded the Customer's