Procedural Fairness

question 5

Multiple Choice

Procedural fairness:

• A) only occurs if the company has developed specific guidelines to deal with customers' complaints
• B) refers to a balanced way of dealing with all customer complaints according to a prescribed format
• C) only occurs when tangible responses are given to customers' complaints and the customer is unhappy with the results
• D) refers to the perceived fairness of the procedure used to resolve customers' complaints
• E) refers to customers' perceptions of the gains received compared to their inconvenience or loss

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Definitions:

Contractor

A person or company that undertakes a contract to provide materials or labor to perform a service or do a job.

Billings

The total amount of business conducted or billed to clients over a particular period, often used in professional firms.

Construction Inventory

Goods and materials held by a company for use in the production or construction of projects, not yet completed or sold.

Balance Sheet

A financial statement that summarizes a company’s assets, liabilities, and shareholders’ equity at a specific point in time, offering a snapshot of its financial position.