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

question 204

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, which of the following represents the relevant hypotheses tested?

• A) H₀: μI - μII ≥ 0 versus H₁: μI - μII < 0
• B) H₀: μI - μII ≤ 0 versus H₁: μI - μII > 0
• C) H₀: μI - μII = 0 versus H₁: μI - μII ≠ 0
• D) H₀: μI - μII ≠ 0 versus H₁: μI - μII = 0

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Definitions:

Leadership Pyramid

A conceptual model illustrating the various levels of leadership within an organization, from front-line supervisors to top executives.

Empirically Tested

Subjected to systematic and objective validation or verification through observation or experiment.

Complacency

A state of self-satisfaction, often accompanied by unawareness of actual dangers or deficiencies.

Job Performance

Job performance comprises the behaviors employees engage in that are relevant to the organization's goals and that can be measured in terms of each individual's effectiveness.