Distributive Fairness Is

question 45

Multiple Choice

Distributive fairness is

• A) customers' perceived fairness of the process used to resolve service complaints.
• B) customers' perception of a retailer's customer service on the basis of reliability, assurance, tangibility, empathy, and responsiveness.
• C) customers' perception of the benefits received compared with their costs in terms of inconvenience or monetary loss.
• D) the retailer's rigid adherence to the set guidelines in order to reduce variability in handling customer complaints.
• E) the standard approach used by a retailer to deal with all customer complaints.

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Definitions:

Hofstede

A reference to Geert Hofstede, a Dutch social psychologist known for his research on the comparison of cultures across nations, particularly through his theory of cultural dimensions.

Cross-Cultural Values

Values that transcend cultural differences and represent fundamental beliefs that are shared across different cultures.

Marketers

Professionals who are involved in the promotion, selling, and distribution of products or services to consumers.

Crescive Norms

Unwritten, subtle social norms that emerge organically within cultures or groups and dictate appropriate behaviors without explicit instructions.