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

question 20

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,suppose = 0.10.Which of the following represents the result of the relevant hypothesis test?

• 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 decide.

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Definitions:

Transference Behaviors

In psychotherapy, the phenomenon where clients project feelings and attitudes from past relationships onto the therapist.

Thought Patterns

The habitual ways in which one tends to think or process information, which can influence behavior and emotions.

Psychoanalysis

A therapeutic technique and theory of psychological disorders, emphasizing unconscious conflicts and childhood experiences.

Cognitive Therapies

Psychological treatments that focus on changing faulty or irrational thinking patterns, beliefs, and attitudes.