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

Question

Quizplus · Accepted Answer

Virginia's customer satisfaction was adversely influenced by her emotional state, as her negative feelings towards banking were due to her brother's death at a bank.

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