If We Wish to Determine Whether There Is Evidence That

question 109

Multiple Choice

If we wish to determine whether there is evidence that the proportion of items of interest is higher in group 1 than in group 2, the appropriate test to use is

• A) the pooled-variance t test for the difference between two proportions.
• B) the F test for the difference between two proportions.
• C) the Z test for the difference between two proportions.
• D) the F test for the difference between two variances.

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Definitions:

Delivery Gap

A type of service gap; the difference between the firm’s service standards and the actual service it provides to customers.

Service Standards

The levels of performance and quality that service providers commit to delivering to their customers.

Empowerment

In context of service delivery, means allowing employees to make decisions about how service is provided to customers.

Marketing of Services

Strategies and approaches used to promote and sell non-tangible products, such as banking, cleaning, or educational services.