In an effort to improve customer satisfaction, the manager at the Acme Customer Support Call Center installed a large-screen monitor in the front of the room to run classic movies with the sound off during work hours. At the conclusion of each call, the caller is routed to respond to an automated one-question customer satisfaction survey, where the caller is prompted to do the following: Please use the buttons on your phone to rate your satisfaction with this call on a scale of 1 to 9, where 1 is for low satisfaction and 9 is for high satisfaction. The manager will gather weekly mean customer satisfaction scores for each employee before and after the activation of the movies.
Data set: Ch 09 – Exercise 08B.sav
Codebook
Variable: Name
Definition: Employee name
Type: Alphanumeric
Variable: Satisfaction1
Definition: Customer satisfaction score for baseline week
Type: Continuous
Variable: Satisfaction2
Definition: Customer satisfaction score for first week of video
Type: Continuous
Variable: Satisfaction3

Definition: Customer satisfaction score for second week of video

Type: Continuous
a. Write the hypotheses.
b. Run the criteria of the pretest checklist (Mauchly’s test of sphericity) and discuss your findings.
c. Run the ANOVA repeated measures and document your findings (means and Sig. [p value]), graphical plot, and hypothesis resolution.
d. Write an abstract under 200 words detailing a summary of the study, the ANOVA repeated-measures test results, hypothesis resolution, and implications of your findings.