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

question 95

Short Answer

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 for testing if there is evidence of a difference in the variabilities of the amount of time required to reach a customer service representative between the two hotels?

---

Definitions:

Empty Threat

In a sequential game with two players, a noncredible (bluffing) statement made by Player 1 that threatens a penalizing action against Player 2 if Player 2 does something that Player 1 does not want Player 2 to do. Opposite of credible threat.

Coercion

The act of compelling or forcing someone to act in a certain way through pressure, threats, or the use of force.

Threatened Firm

A business that faces potential decline or failure due to competitive, economic, or operational challenges.

Sequential Game

A type of game theory where players make decisions one after another, with each decision influencing future actions.