Distributive fairness:
A) is the perceived fairness of the process used to resolve complaints.
B) recognizes that customers typically prefer intangible rather than tangible resolutions to their complaints.
C) essentially recognizes that customers do not evaluate what they received versus what they paid.
D) recognizes that all customers are comfortable meeting with various staff members of multiple levels to resolve an issue.
E) is a customer's perception of the benefits received compared to their costs, inconvenience or loss.

Question

Quizplus · Accepted Answer

Distributive fairness is about customers' perception of the benefits they receive in exchange for their costs, inconvenience, or loss. It pertains to the outcome of the complaint resolution process, rather than the process itself (as in option A). It also does not necessarily involve intangible resolutions (as in option B) or multiple staff members (as in option D). Option C is incorrect because customers do evaluate what they received versus what they paid.

Distributive Fairness