Procedural Fairness

question 84

Multiple Choice

Procedural fairness

• A) significantly increases the variability in handling customer complaints.
• B) is achieved when store employees have an antagonistic attitude when handling complaints.
• C) is customers' perceptions of the benefits received compared with their costs in terms of inconvenience or monetary loss.
• D) makes customers feel they have been dealt with fairly when store employees follow company guidelines.
• E) empowers store employees and gives them more flexibility to resolve complaints than distributive fairness.

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Definitions:

Precontemplation Stage

Precontemplation Stage is the phase in behavior change models where the individual is not yet considering change or unaware of the need to change.

Precontemplation Stage

The first stage in the Transtheoretical Model of change, where the individual is not yet considering change or is unaware of the need to change.

Behavior Problem

Actions or patterns of behavior that are disruptive or harmful to oneself or others, often signaling underlying psychological or emotional issues.

Consciousness Problem

A philosophical issue concerning the nature of consciousness and how it relates to the brain and the physical world.