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:

Cognitive Assessment

The process of measuring an individual's mental functions and abilities, typically involving tests or evaluations of memory, reasoning, attention, and language skills.

Concurrent Evaluations

A process where multiple assessments or evaluations are conducted at the same time to compare outcomes, effectiveness, or other variables.

Retrospective Evaluations

Assessments or reviews of past events or actions to judge their efficacy or significance.

Attribution Retraining

A cognitive-behavior modification intervention based on the theory that students’ causal explanations for why they are performing well or poorly have implications for their behavioral persistence, expectancies for future performance, and emotional reactions to success and failure. The goal of attribution retraining is to increase students’ behavioral persistence while performing tasks.