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

question 89

Short Answer

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. $$\begin{array}{l}\text { t-Test: Two-Sample Assuming Unequal Variances }\\\begin{array} { l r r } \hline & \text { Hotel 1 } & \text { Hotel 2 } \\\hline \text { Mean } & 2.214 & 2.0115 \\\text { Variance } & 2.951657 & 3.57855 \\\text { Observations } & 20 & 20 \\\text { Hypothesized Mean Difference } & 0 & \\\text { df } & 38 & \\\text { t Stat } & 0.354386 & \\\text { P } ( T < = t ) \text { one-tail } & 0.362504 & \\\text { t Critical one-tail } & 1.685953 & \\\text { P } ( \text { T } < \text { t) two-tail } & 0.725009 & \\\text { t Critical two-tail } & 2.024394 & \\\hline\end{array}\end{array}$$
-Referring to Scenario 10-13, which of the following represents the relevant hypotheses tested? a) $H _ { 0 } : \mu _ { I } - \mu _ { I I } \geq 0$ versus $H _ { 1 } : \mu _ { I } - \mu _ { I I } < 0$
b) $H _ { 0 } : \mu - \mu _ { I I } \leq 0$ versus $H _ { 1 } : \mu _ { I } - \mu _ { I I } > 0$
c) $H _ { 0 } : \mu - \mu _ { I I } = 0$ versus $H _ { 1 } : \mu _ { I } - \mu _ { I I } \neq 0$
d) $H _ { 0 } : \mu _ { I } - \mu _ { I I } \neq 0$ versus $H _ { 1 } : \mu _ { I } - \mu _ { I I } = 0$

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Definitions:

Underapplied

A situation where the allocated manufacturing overhead is less than actual, leading to costs not being fully assigned to products.

Overapplied Overhead

Occurs when the allocated overhead costs exceed the actual overhead costs incurred, leading to a variance in accounting records.

Downstream Costs

Expenses incurred after the production phase, such as distribution and marketing costs, often associated with bringing a product to the market and selling it.

Product-Related

Pertaining to attributes, development, or improvements directly associated with physical goods.