What Are the Factors Customers Consider When They Evaluate the Resolution

question 35

Multiple Choice

What are the factors customers consider when they evaluate the resolution of a complaint?

• A) The cost and the result desired
• B) How it is dealt with and when it is dealt with
• C) The price/quality trade-off and degree of fairness
• D) Distributive fairness and procedural fairness
• E) The severity of the complaint and the importance of the store to the customer

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Definitions:

Deindividuation

A psychological state of decreased self-evaluation and decreased evaluation apprehension causing antinormative and disinhibited behavior.

Hostility Between Groups

Negative attitudes and aggressive actions directed from one group towards another, often stemming from prejudices or conflict over resources or values.

Arbitration

A method of dispute resolution in which an impartial third party, the arbitrator, makes a decision to resolve a dispute.

Intergroup Contact

A theory positing that under certain conditions, direct contact between members of different social groups can reduce prejudice and intergroup tension.