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

question 93

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. $$\begin{array}{l}\text { t-Test: Two-Sample Assuming Unequal Variances }\\\begin{array} { l r r } \hline & { \text { Hotel 1 } } & { \text { Hotel 2 } } \\\hline \text { Mean } & 2.214 & 2.0115 \\\text { Variance } & 2.951657 & 3.57855 \\\text { Observations } & 20 & 20 \\\text { Hypothesized Mean Difference } & 0 & \\\text { df } & 38 & \\\text { t Stat } & 0.354386 & \\\text { P(T<=t) one-tail } & 0.362504 & \\\mathrm { t } \text { Critical one-tail } & 1.685953 & \\\mathrm { P } ( \mathrm { T } < = \mathrm { t } ) \text { two-tail } & 0.725009 & \\\mathrm { t } \text { Critical two-tail } & 2.024394 & \\\hline\end{array}\end{array}$$
-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) $H _ { 0 } : \mu _ { I } - \mu _ { I I } \leq 0$ versus $H _ { 1 } : \mu _ { I } - \mu _ { I I } > 0$
c) $H _ { 0 } : \mu _ { I } - \mu _ { I I } = 0$ 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:

Identity Achievement

A stage in identity development where an individual has explored various options and made a commitment to a particular identity or belief system.

Business Management

The administration of a business, including planning, organization, direction, and control of resources to achieve organizational objectives.

Kohlberg's Stage Theory

A theory of moral development proposed by Lawrence Kohlberg, suggesting that moral reasoning develops through a series of stages, from pre-conventional to conventional to post-conventional levels.

Moral Reasoning

The process of determining what is right and wrong in a given situation, often influenced by cultural, personal, and societal norms.