Procedural Fairness

question 128

Multiple Choice

Procedural fairness:

• A) refers to the perceived fairness of the procedure used to resolve customers' complaints
• B) only occurs when tangible responses are given to customers' complaints and the customer is unhappy with the results
• C) refers to customers' perceptions of the gains received compared to their inconvenience or loss
• D) refers to a balanced way of dealing with all customer complaints according to a prescribed format
• E) only occurs if the company has developed specific guidelines to deal with customers' complaints

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Definitions:

Budgeted Balance Sheet

A financial statement that projects the financial position of a company for a future period, based on expected income and expenditure.