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

question 94

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 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

Understand the role of organizational politics and its impact on decision making.

Identify strategies to mitigate organizational politics.

Understand the ethics of influence tactics and political behavior in organizations.

Recognize the role of personal attributes (e.g., Machiavellianism) in the use of influence tactics.

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Definitions:

Reliable

The extent to which an assessment tool produces consistent and stable results over multiple applications or time periods.

Standardized

The process of making something conform to a standard in order to ensure consistency and comparability.

Norms

Shared expectations or rules within a society or group about how members should behave.

Predictive Validity

The extent to which a score on a scale or test predicts scores on some criterion measure, often used in the context of psychological testing and assessment.