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

question 102

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, suppose α = 0.05. Which of the following represents the result of the test on a difference in the variabilities of the amount of time required to reach a customer service representative between the two hotels?

• A) The alternative hypothesis is rejected.
• B) The null hypothesis is rejected.
• C) The null hypothesis is not rejected.
• D) Insufficient information exists on which to make a decision.

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Definitions:

Operant Conditioning

An educational method where behavior is altered by the application of rewards or penalties.

Reinforced

In behavioral psychology, refers to any stimulus which strengthens or increases the probability of a specific response.

Behavior

The range of actions and observable emotions of individuals or groups in response to external or internal stimuli.

Continuous Reinforcement

A learning schedule in which a behavior is reinforced each time it occurs, leading to a rapid acquisition of the behavior.