Procedural Fairness

Multiple Choice

Procedural fairness:

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