Using Fair Processes in Decision Making and Making Sure Others

question 11

Multiple Choice

Using fair processes in decision making and making sure others know that the process was as fair as possible is referred to as

• A) Procedural justice.
• B) Participation.
• C) Job equity.
• D) Job enrichment.
• E) Participative equity.

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Definitions:

Zone of Tolerance

The range within which customers are willing to accept variations in service delivery or product quality.

Quality Gap

Quality Gap is the difference between customer expectations for service quality and their perceptions of the actual service received.

Instrumental Support

Practical or material assistance provided to someone in need, such as financial help or resources.

Delivery Gap

The discrepancy between a company's service quality specifications and the actual service delivered to customers.