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

question 16

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 for a test on a difference in the variabilities of the amount of time required to reach a customer service representative between the two hotels?

• A) There is no evidence of a difference in the variabilities of the amount of time required to reach a customer service representative between the two hotels.
• B) There is evidence of a difference in the variabilities of the amount of time required to reach a customer service representative between the two hotels.
• C) There is no evidence that the variabilities of the amount of time required to reach a customer service representative between the two hotels are the same.
• D) There is evidence that the variabilities of the amount of time required to reach a customer service representative between the two hotels are the same.

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Definitions:

Elaboration

The process of adding more detail or information to something, often to clarify or enhance understanding.

Short-Term Memory

The capacity for holding, but not manipulating, a small amount of information in an active, readily available state for a short period of time.

George Miller

A cognitive psychologist best known for his work on the capacity of human memory and the theory that short-term memory is limited to about seven items.

Cowan

A surname of likely British origin, but without a clear definition of its significance in a specific field without further context.