What are the factors customers consider when they evaluate the resolution of a complaint?
A) The cost and the result desired
B) The severity of the complaint and the importance of the store to the customer
C) How it is dealt with and when it is dealt with
D) The price/quality trade-off and degree of fairness
E) Distributive fairness and procedural fairness

Question

Quizplus · Accepted Answer

Customers consider distributive fairness, which is the outcome of the complaint resolution, and procedural fairness, which refers to how the complaint was handled. Therefore, option E is the best choice as it includes both of these factors. Choices A, B, and D do not cover both of these factors, while choice C only covers one aspect of the complaint resolution.

What Are the Factors Customers Consider When They Evaluate the Resolution