One Afternoon, the Clerk at the Customer Service Desk of a Large

question 22

Multiple Choice

One afternoon, the clerk at the customer service desk of a large retail store got bored and started stating different return policies to each customer. Customers waiting in line and overhearing the different policies would probably feel that the store's handling of returns lacked

• A)procedural fairness.
• B)variability.
• C)organizational fairness.
• D)intangibility.
• E)explanatory fairness.

---

Definitions:

Cultural Factors

Elements influenced by culture that affect individual behavior, beliefs, and social interactions within a society.

Personality

The combination of emotional, attitudinal, and behavioral response patterns of an individual that characterize them over time.

Conform

The act of matching attitudes, beliefs, and behaviors to group norms, expectations, or pressures.

Implicit Influence

The subtle or unconscious impact on an individual's attitudes, beliefs, or actions without their explicit awareness.