When Theresa Martinez Relocated from British Columbia to Ontario, She

When Theresa Martinez relocated from British Columbia to Ontario, she needed to find a bank with offices in her new province. Several banks offered the banking products (checking and savings accounts, loans, certificates of deposit) and financial products (mutual funds, insurance) available from her former bank, and she selected The Royal Bank. Later Theresa was impressed by the availability and willingness of people (tellers, personal bankers) to help her when she had questions. In this case, The Royal Bank affected Theresa's evaluation of the purchase through its:

A) characteristic properties.
B) gap analysis.
C) credibility properties.
D) experience properties.