First National Bank of Chicago Decreased Customer Waiting Time by Hiring

Multiple Choice

First National Bank of Chicago decreased customer waiting time by hiring "peak-time" tellers at a premium wage to work during high demand periods and by setting up express lines for customers who only need to make a deposit or cash a check. By decreasing customer waiting time, First National Bank of Chicago is:

A) Reducing customer dissatisfaction by reducing the need for customer compatibility
B) Decreasing customer self-attribution of dissatisfaction
C) Increasing the size of its customers' evoked sets
D) Universalizing its service script
E) Eliminating the problems associated with service heterogeneity