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.

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Definitions:

Kurt Lewin

A seminal figure in psychology, known for being one of the founders of social psychology and for developing theories related to group dynamics and organizational development.

Psychoanalytic

Refers to a theory of psychology that emphasizes unconscious determinants of behavior and the importance of childhood experiences.

Gestalt

A psychological theory suggesting that an organized whole is perceived as more than the sum of its parts, emphasizing pattern and context in perception.

Training

The process of enhancing one's skills, knowledge, and competencies through practice and instruction, aimed at improving performance in a specific area.