Procedural Fairness Refers To

question 72

Multiple Choice

Procedural fairness refers to:

• A) a customer's perception of the benefits he or she received compared with the costs of inconvenience or loss.
• B) the perceived fairness of the process used to resolve complaints.
• C) the turnaround time taken by a company from receiving a complaint to its resolution.
• D) a customer's perception of the reliability and assurance of a service provider.
• E) the difference in perception between customers about the same service provider.

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Definitions:

Halo Errors

Bias in evaluating someone based on a single trait, characteristic, or first impression that influences judgment of all other qualities.

Severity Errors

Biases in evaluation, especially in performance appraisals, where the evaluator tends to rate everyone lower (or harsher) than deserved.

Leniency Errors

A type of bias in performance appraisals where the evaluator tends to rate employees more favorably than their performance deserves.

Recency Errors

A cognitive bias that leads individuals to give greater importance to the most recent information or experiences.