Students Arrive Randomly at the Help Desk of the Computer

question 13

Multiple Choice

Students arrive randomly at the help desk of the computer lab. There is only one service agent, and the time required for inquiry varies from student to student. Arrival rates have been found to follow the Poisson distribution, and the service times follow the negative exponential distribution. The average arrival rate is 12 students per hour, and the average service rate is 20 students per hour. What is the utilization factor?

• A) 20%
• B) 30%
• C) 40%
• D) 50%
• E) 60%

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Definitions:

Role Overload

The stress and strain experienced when the demands of one's role exceed the individual's capacity to fulfill them.

Emotional Labor

The process of managing feelings and expressions to fulfill the emotional requirements of a job.

Recognize Emotions

The ability to identify and understand one's own feelings and the emotions of others.

Organizational Support

Refers to the ways in which a company aids its employees, through resources, tools, and emotional backing.