An Investigation of the Effectiveness of a Training Program to Improve

question 98

Multiple Choice

An investigation of the effectiveness of a training program to improve customer relationships included a pre-training and post-training customer survey. To compare the differences they computed (post-training survey score - pre-training survey score) . Seven customers were randomly selected and completed both surveys. The results follow. For a 0.05 significance level, what is the critical value?

• A)1.943
• B)1.895
• C)1.645
• D)2.447

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Definitions:

Reactance

A motivational reaction to offers, persons, rules, or regulations that threaten or eliminate specific behavioral freedoms.

Compliance

The act of conforming to or following rules, regulations, or standards.

Lowball Technique

A persuasion and negotiation strategy where an initially favorable offer is made, only to be changed to less favorable terms after initial agreement.

Hidden Costs

Expenses that are not immediately apparent at the time of purchase but become evident later in the use or maintenance of an item.