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

question 124

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, what is the value of the test statistic?

• A) 0.2025
• B) 0.3544
• C) 2.0115
• D) 2.2140

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Definitions:

Common Identity

A collective sense of belonging or unity shared among members of a group, organization, or community based on similar interests, goals, or characteristics.

Freely Interacting

Pertains to the unhindered and spontaneous exchange of ideas, information, or social behaviors among individuals or groups.

Popular Demand

A large request from the public for a specific good, service, or action.

Formal Groups

Organized groups within a workplace or organization created to achieve specific objectives or tasks, characterized by structured communication and clear roles.