Distributive Fairness

question 152

Multiple Choice

Distributive fairness:

• A) is the perceived fairness of the process used to resolve complaints.
• B) recognizes that customers typically prefer intangible rather than tangible resolutions to their complaints.
• C) essentially recognizes that customers do not evaluate what they received versus what they paid.
• D) recognizes that all customers are comfortable meeting with various staff members of multiple levels to resolve an issue.
• E) is a customer's perception of the benefits received compared to their costs, inconvenience or loss.

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Definitions:

Reaction Formation

A defense mechanism where an individual unconsciously converts unwanted or dangerous thoughts, feelings, or impulses into their opposites.

Repression

A psychological process where individuals unconsciously block out painful or unwanted memories and desires from their conscious awareness.

Id

A component of Sigmund Freud's psychoanalytic theory, representing the unorganized part of the personality structure that contains basic instinctual drives.

Ego

In psychoanalytic theory, the part of the mind that mediates between the conscious and unconscious and is responsible for reality testing and a sense of personal identity.