TABLE 10-14 The Amount of Time Required to Reach a Customer Service

question 184

Multiple Choice

TABLE 10-14
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 10-14, what is the standardized value of the estimate of the mean of the sampling distribution for the difference between sample means?

• A) 0.2025
• B) 0.3544
• C) 2.0115
• D) 2.2140

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Definitions:

Conditioned Reinforcement

A process where a stimulus gains the capacity to reinforce desirable behaviors through its association with a primary reinforcer.

Reinforcement

A psychological principle that involves using consequences to strengthen a behavior, making it more likely to occur in the future.

Classical Conditioning

An instructive method involving the repeated pairing of two stimuli; a response, initially elicited by the second stimulus, is in time elicited by the first stimulus independently.

Operant Conditioning

A method of learning where behavior alteration occurs through the application of incentives or consequences.