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

question 154

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 assumptions are necessary for testing if there is evidence of a difference in the variabilities of the amount of time required to reach a customer service representative between the two hotels to be valid?

• A)Both sampled populations are normally distributed.
• B)Both samples are random and independent.
• C)Neither (a)nor (b)is necessary.
• D)Both (a)and (b)are necessary.

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Definitions:

Impression Management

Strategies individuals use to influence the perceptions others have of them, often through controlling information in social interactions to enhance one's image.

Cognitive Algebra

The mental process of combining various pieces of information to form judgments or make decisions.

Weighted Averaging

A mathematical technique where each component of an average has a corresponding weight that reflects its importance or frequency.

Final Impression

The lasting opinion or feeling one has about something or someone after all information or experiences are considered.