During a service recovery effort,the employee was very empathetic to the customer's plight and agreed to replace the defective product.However,it took three months for the replacement product to show up,which was much later than the customer had anticipated.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 delay in delivering the replacement product relates to the procedures and processes involved in resolving the customer's issue, thus violating the customer's procedural justice need. Procedural justice refers to the fairness of the processes that lead to outcomes.

During a Service Recovery Effort,the Employee Was Very Empathetic to the Customer's