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

question 74

Multiple Choice

TABLE 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.

-Referring to Table 10-13, suppose α = 0.05. 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:

Satisfaction

The feeling of pleasure or fulfillment that comes from meeting one's needs, desires, or expectations.

Panic

A sudden, overwhelming fear that produces irrational behavior, hastily made decisions, or the flight response, often in response to a perceived threat or danger.

Anticipation Stage

The phase in project or personal development where preparation and expectations for future events or changes are made.

Capability

The ability or qualifications to achieve something or carry out a task effectively.