Fairness – Interactional Fairness

Interactional Fairness

The employee(s) who interacted with me …
•Treated me in a polite manner.
•Gave me detailed explanations and relevant advice.
•Treated me with respect.
•Treated me with empathy.

7pt – Strongly (dis)agree

Source: When customer love turns into lasting hate: The effects of relationship strength and time on customer revenge and avoidance. Yany Grégoire, Thomas M. Tripp, Renaud Legoux. Journal of Marketing, Vol 73(November), 2009, 18-32