Procedural Fairness

question 84

Multiple Choice

Procedural fairness

• A) significantly increases the variability in handling customer complaints.
• B) is achieved when store employees have an antagonistic attitude when handling complaints.
• C) is customers' perceptions of the benefits received compared with their costs in terms of inconvenience or monetary loss.
• D) makes customers feel they have been dealt with fairly when store employees follow company guidelines.
• E) empowers store employees and gives them more flexibility to resolve complaints than distributive fairness.

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Definitions:

Conscientiousness

A personality trait characterized by diligence, carefulness, thoroughness, self-discipline, and the propensity to plan and organize tasks efficiently.

Extraversion

A personality trait characterized by a preference for social interaction, high levels of energy, and the seeking of stimulation in the external world.

Negatively Correlated

A connection between two factors where as one factor rises, the other falls, demonstrating a reverse relationship.

Negatively Correlated

A statistical relationship between two variables in which one decreases as the other increases, or vice versa.