____________ Involves the Employees of the Firm Who Provide the Service

question 37

Multiple Choice

____________ involves the employees of the firm who provide the service recovery and their behavior toward the customer.

• A)Procedural justice
• B)Legal justice
• C)Interactional justice
• D)Relational justice
• E)Outcome justice

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Definitions:

Concrete Experience

The process of acquiring knowledge through direct involvement and active participation in events or activities, typically serving as a basis for reflection and learning.

Reflective Observation

The process of critically analyzing one's own experiences to derive insights and understanding.

Informal Learning

The acquisition of knowledge, skills, and attitudes through everyday experiences, observations, or interactions, not structured or institutionally sponsored.

Face-To-Face Interactions

Direct communication between two or more individuals in the same physical space, allowing for immediate feedback and personal connection.