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

question 43

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 result of the test on a difference in the variabilities of the amount of time required to reach a customer service representative between the two hotels?

• A) The alternative hypothesis is rejected.
• B) The null hypothesis is rejected.
• C) The null hypothesis is not rejected.
• D) Insufficient information exists on which to make a decision.

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Definitions:

Self-Regulation

The ability to manage and adjust one's emotions, behaviors, and desires in the face of external demands or challenges.

Self-Handicapping

Putting obstacles in the way of one’s own performance so that anticipated or possible failure can be blamed on the obstacle instead of on lack of ability.

Public Self-Awareness

The awareness of how one is viewed by others and the behavior adjustments made in response to this perception.

Private Self-Awareness

An individual's awareness of their personal thoughts, feelings, and states away from public scrutiny.