SCENARIO 10-13
the Amount of Time Required to Reach a Customer

question 133

Multiple Choice

SCENARIO 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.
t-Test: Two-Sample Assuming Unequal Variances

Two-Sample Tests 10-41
-Referring to Scenario 10-13,what is(are) the critical value(s) of the relevant hypothesis test if the level of significance is 0.10?

• A)1.6860
• B)\(\pm\) 1.6860
• C)2.0244
• D)\(\pm\) 2.0244

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Definitions:

Service

The act of providing assistance or benefits to customers or clients without the sale of tangible goods.

Price Variances

A measurement of the difference between the actual cost of a good or service and its expected cost.

Quantity Variances

Quantity variances are differences between the expected and actual quantities of inputs (materials, labor) used in the production process or during a specific period.

Direct Labor

The wages or salaries paid to employees who are directly involved in the production process of goods or services.