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:

Southern States

States located in the southern region of the United States, historically known for their agricultural economy and were part of the Confederacy during the American Civil War.

Fourteenth Amendment

An amendment to the United States Constitution, adopted in 1868, that granted citizenship and equal civil and legal rights to African Americans and formerly enslaved people.

Citizenship

Citizenship refers to the status of being a legally recognized subject or national of a state, with specific rights and duties.

Freedmen

Individuals who have been released from slavery or bondage, often used in the context of the emancipated slaves in the United States after the Civil War.