A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:
A)procedural fairness.
B)the service gap.
C)distributive fairness.
D)the delivery gap.
E)the communication gap.

Question

Quizplus · Accepted Answer

This is known as distributive fairness, which refers to a customer's perception of the benefits received in a service encounter compared to the costs (both monetary and non-monetary) associated with a service failure.

A Customer's Perception of the Benefits He or She Received