Neil bought an expensive cell phone and felt that the price was justified for the features provided. However, he faced some technical issues within a week of the purchase and took the cell phone to the nearest service center. He was promptly attended by the customer support staff, and his cell phone was replaced with a new one. Neil was satisfied with the way the company handled his complaint. In the given scenario, the satisfaction experienced by Neil can be best explained by the concept of _____.
A) restorative justice
B) procedural justice
C) retributive justice
D) retaliatory justice

Question

Quizplus · Accepted Answer

Neil's satisfaction can be explained by the concept of procedural justice which refers to the fairness of the procedures used to resolve a complaint or dispute. The customer support staff attending to him promptly and replacing his cell phone can be seen as fair procedures to resolve his issue. Restorative justice (A) refers to repairing harm caused by a wrong, retributive justice (C) refers to punishment for wrongdoing and retaliatory justice (D) refers to seeking revenge for a perceived injustice. None of these concepts apply to Neil's situation.

Neil Bought an Expensive Cell Phone and Felt That the Price