A Customer's Perception of the Benefits He or She Received

question 27

Multiple Choice

A customer's perception of the benefits he or she received compared with the costs that resulted from a service failure is called:

• A)procedural fairness.
• B)the service gap.
• C)distributive fairness.
• D)the delivery gap.
• E)the communication gap.

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Definitions:

Supervisor

An individual within an organization responsible for overseeing the work of others.

Armed Forces

The military forces of a nation, including the army, navy, air force, and sometimes other branches like the marines or coast guard.

Reinstated

The process of restoring something or someone to their previous position or status.

First Amendment

An amendment to the United States Constitution that guarantees freedoms concerning religion, expression, assembly, and the right to petition.