TABLE 10-13 The Amount of Time Required to Reach a Customer Service

question 74

Multiple Choice

TABLE 10-13
The amount of time required to reach a customer service representative has a huge impact on customer satisfaction. Below is the Excel output from a study to see whether there is evidence of a difference in the mean amounts of time required to reach a customer service representative between two hotels. Assume that the population variances in the amount of time for the two hotels are not equal.

-Referring to Table 10-13, suppose α = 0.05. Which of the following represents the correct conclusion?

• A) There is not enough evidence of a difference in the mean amounts of time between the two hotels.
• B) There is enough evidence of a difference in the mean amounts of time between the two hotels.
• C) There is not enough evidence that the mean amounts of time for the two hotels are the same.
• D) There is enough evidence that the mean amounts of time for the two hotels are the same.

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Definitions:

Merchandise

Goods that are purchased for the purpose of being sold to customers in the retail environment.

Warranty Expense

A cost incurred by a company to repair or replace products during a specified period under warranty coverage.

Warranty Service

A promise from the seller or manufacturer to repair or replace defective products within a specified time period at no additional cost to the buyer.

Estimated Warranty Expense

An accounting provision representing the anticipated cost of honoring product warranties, calculated based on historical warranty data and sales forecasts.