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

question 76

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 assumptions are necessary 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 to be valid?

• A) Both sampled populations are normally distributed.
• B) Both samples are random and independent.
• C) Neither A nor B is necessary.
• D) Both A and B are necessary.

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Definitions:

Classical Conditioning

Classical conditioning refers to the learning mechanism where a response initially triggered by a second stimulus becomes triggered by the first stimulus after the two stimuli have been paired together repeatedly.

Skinner

B.F. Skinner, an American psychologist known for his influential work in behaviorism and for developing the theory of operant conditioning.

Pavlov

A Russian physiologist best known for his work in classical conditioning, demonstrating how animals can learn to associate a neutral stimulus with a reflexive response.

Conditioned Reinforcer

A stimulus that gains its reinforcing power through its association with a primary reinforcer, used to modify behavior.