AMA Exam PCM Topic 3 Question 98 Discussion

Actual exam question for AMA's Professional Certified Marketer exam

Question #: 98
Topic #: 3

Procedural fairness refers to:

Aa customer's perception of the benefits he or she received compared with the costs of inconvenience or loss.

Bthe perceived fairness of the process used to resolve complaints.

Cthe turnaround time taken by a company from receiving a complaint to its resolution.

Da customer's perception of the reliability and assurance of a service provider.

Ethe difference in perception between customers about the same service provider.

Show Suggested Answer

Suggested Answer: B

by Kanisha at Sep 18, 2024, 03:39 AM

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12 days ago

I believe procedural fairness is crucial for customer satisfaction. It can impact how customers view the company overall.

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14 days ago

I agree with Rickie. It's important for customers to feel that the process is fair when resolving complaints.

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19 days ago

B) the perceived fairness of the process used to resolve complaints. Seems like the most accurate answer to me.

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10 days ago

User 1: I agree, option B does seem like the most accurate answer.

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21 days ago

I think procedural fairness refers to the perceived fairness of the process used to resolve complaints.

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