A Customer's Perception of the Benefits He or She Received

question 34

Multiple Choice

A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:

• A)procedural fairness.
• B)a service gap.
• C)distributive fairness.
• D)a zone of tolerance.
• E)a communication gap.

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Definitions:

Leader-member Exchange Theory

is a concept that explores how leaders develop different relationships with various group members, greatly affecting team dynamics and performance.

Shared Leadership

A leadership style where control and decision-making responsibilities are distributed among members of a group or organization.

Leaders

Individuals who guide or direct a group towards achieving a common goal through influence and direction.

Organization

A structured group of individuals working together to achieve a set of objectives or goals.