Because Virginia's Brother Died While He Was Cashing a Check

Multiple Choice

Because Virginia's brother died while he was cashing a check at the local bank,Virginia has always hated any type of banking.When it became necessary for her to go to the bank to empty her brother's safe deposit box,she complained the whole time about the inept service,the too-cold air conditioning and the poor parking.Virginia's customer satisfaction was adversely influenced by:

A) Poor service quality
B) Her perception of service quality
C) Her emotional state
D) Her attributions for service success
E) Her perception of equity