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

question 4

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 0.05?

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

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Definitions:

Case Studies

Qualitative research methods involving in-depth analyses of individual cases, events, or organizations to explore complex phenomena.

Natural Observation

A study approach where participants are monitored in their own environment with no intervention by the observer.

Transference

In psychoanalysis, the process by which patients project feelings and attitudes from a person or situation in the past onto a person or situation in the present, often the therapist.

Psychodynamic

Pertains to a psychological perspective that emphasizes the influence of the unconscious mind on behavior, drawing heavily on psychoanalytic theories.