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

question 127

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 α = 0.10.Which of the following represents the correct conclusion?

• A)There is not enough evidence of a difference in the mean amounts of time between the two hotels.
• B)There is enough evidence of a difference in the mean amounts of time between the two hotels.
• C)There is not enough evidence that the mean amounts of time for the two hotels are the same.
• D)There is enough evidence that the mean amounts of time for the two hotels are the same.

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Definitions:

Reward Power

The ability to influence others by offering something desirable, such as praise, promotions, or monetary benefits, as a means of control.

Powerholder

An individual or entity that possesses control and authority within a specific context, enabling them to influence outcomes.

Credible

Deserving of trust or belief; convincing or believable.

Milgram

Refers to a series of psychological experiments conducted by Stanley Milgram, which demonstrated the willingness of participants to obey authority figures, even to the point of inflicting harm on others.