How did whether the representative was a manager, their last performance evaluation, level of efficacy

INSTRUCTIONS TO CANDIDATES

ANSWER ALL QUESTIONS

Data

The jamovi file containing the data for this project can be found on Blackboard on the Final Project page.

Scenario 

You work for a large technology company, Mango, which wants to evaluate its customer service call operations. After customers call the customer service line, they are given the option to complete a survey about their experience. Your boss provides you with the customer survey data and data from the representative that helped each customer. A list of the variables in the data set is on the following page. Before beginning your analysis to answer the questions below, review and update the data file where necessary so that the variable measure types are correct, value labels are added where appropriate, and any multi-items scales are calculated. 

Your boss would like to know the answer to the following questions:

1. Did the relationship between whether the issue was resolved and the customer’s likelihood of using Mango products in the future differ for MangoCare members compared to non-members? (MangoCare is a technical support service membership) 

2. How did whether the representative was a manager, their last performance evaluation, level of efficacy in solving the issue, and organizational commitment affect overall customer satisfaction (controlling for customer demographics)? What was the strongest predictor of overall customer satisfaction (make sure to cite the appropriate statistic)?

3. How did whether the representative was a manager, their last performance evaluation, level of efficacy in solving the issue, and organizational commitment affect whether the issue was resolved or not (controlling for customer demographic)? What was the strongest predictor of whether the issue was solved (make sure to cite the appropriate statistic)?

List of Variables

Variable	Description	Scale
E_ Mange	Employee Management Level	0 Non-Manager 1 Manager
E_Eval	Employee’s last performance evaluation	Not at all to Very Much, 5-point scale
E_Commitment	Employee Organizational Commitment	Very much unlike me to very much like me, 7-point scale
E_Efficacy	Did the employee feel they had the decision making power to help resolve the issue	Not at all to completely, 4-point scale
C_MangoCare	Was the customer a MangoCare member?	0 Non-Member 1 Member
C_Product	Product type	0 Phone 1 Laptop
C_Resolved	Was your issue resolved?	0 No 1 Yes
C_Issue	Issue type the customer called about	1 Unresponsive device 2 Battery life 3 Speed issue
CallTime	Length of call in minutes
C_Satisfaction1	How satisfied are you with the representative’s product knowledge?	Very Unsatisfied to Very Satisfied, 7-point scale
C_Satisfaction2	How satisfied are you with the representative’s response to the issue?	Very Unsatisfied to Very Satisfied, 7-point scale
C_Satisfaction3	How satisfied are you with the representative’s professionalism?	Very Unsatisfied to Very Satisfied, 7-point scale
C_Satisfaction4	How satisfied are you with the representative’s ability to answer your questions?	Very Unsatisfied to Very Satisfied, 7-point scale
C_Satisfaction5	How satisfied are you with the representative’s overall handling of the issue?	Very Unsatisfied to Very Satisfied, 7-point scale
C_Future	How likely are you to use our products in the future?	Very Unlikely to Very Likely, 7-point scale
C_Gender	Customer Gender	1 Male 2 Female
C_Age	Customer Age
C_Education	Customer Education	1 Less than high school 2 High school, GED 3 Some College, no degree 4 Associates Degree 5 Bachelor’s Degree 6 Master’s Degree 7 PhD or Professional Degree

Attachments:

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