The Four Factor Model of Justice: An Application to Customer Complaint Handling

“We waited a very long time for a waiter, and finally the person who seated us came and took our order. She was obviously in a rush, and neglected to go over the evening’s specials or spend one second more with us than she had to. Our drinks and order were delivered by a waitor that didn’t even bother to ask if we needed anything else. After we could eat no more, we waited pateient;y for human life, and hopefully refills for our drinks. After a very long time, we went to the hostess and told her about our lack of waiters and growing thirst. It took three trips from her before we saw anyone or could get a refill.”