Procedural fairness __________.
A)refers to a balanced way of dealing with all customer complaints according to a prescribed format
B)only occurs when tangible responses are given to customers' complaints and the customer is unhappy with the results
C)refers to customers' perceptions of the gains received compared to their inconvenience or loss
D)refers to the procedure used to resolve customers' complaints
E)only occurs if the company has developed specific guidelines to deal with customers' complaints

Question

Quizplus · Accepted Answer

Procedural fairness is the perceived fairness of the process used to resolve complaints.Distributive fairness is a customer's perception of the benefits received compared with their costs in terms of inconvenience or monetary loss.

Procedural Fairness __________