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

question 12

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

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Definitions:

White Knight

A friendly investor or company that acquires a firm at risk of a hostile takeover, often viewed as a more favorable option by the target company's management.

Bonds

Fixed-income securities that represent a loan made by an investor to a borrower, typically corporate or governmental, which includes terms for variable or fixed interest payments and the return of the original investment at maturity.

Shares

Units of ownership interest in a corporation or financial asset, providing an equal distribution in any profits, if any are declared, in the form of dividends.

Acquiring Company's Stock

Acquiring a company's stock refers to the purchase of a company's shares, which gives the purchaser ownership interest in the company.