Procedural fairness:
A) refers to the perceived fairness of the procedure used to resolve customers' complaints
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 a balanced way of dealing with all customer complaints according to a prescribed format
E) only occurs if the company has developed specific guidelines to deal with customers' complaints

Question

Quizplus · Accepted Answer

Procedural fairness specifically refers to how customers perceive the fairness of the process used to resolve their complaints. It does not depend on the tangible results or specific guidelines established by the company, nor does it necessarily relate to the gains or losses experienced by the customer.

Procedural Fairness