________ Refers to the Actions Taken by an Organization in Response

question 59

Multiple Choice

________ refers to the actions taken by an organization in response to a service failure.

• A) Service recovery
• B) Service paradox
• C) Service inconsistency
• D) Outcome fairness
• E) Procedural recovery

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Definitions:

The Glass Ceiling

A metaphor referring to an invisible barrier that stops the career advancement of women and minorities, especially to top leadership positions.

Victim Mentality

A mindset where an individual consistently perceives themselves as the victim of circumstances beyond their control, potentially hindering their ability to take responsibility for their actions.

Interactional Justice

The perceived fairness of the interpersonal treatment employees receive from their employers.

Informational Justice

The perceived fairness of the processes and methods used to distribute information within organizations or social systems.