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Results
#1. Michael manages a customer service department and is dedicated to improving the efficiency of his employees. He consistently emphasizes the importance of answering client questions ‘quickly’ from the moment a client asks a question to when an employee provides an answer. Michael’s primary concern is to minimize the time delay between the client’s inquiry and the employee’s response. Given a choice of measurement dimensions, and recognizing the critical temporal relationship between a stimulus (client’s question) and a response (employee’s answer), which of the following concepts is Michael most directly concerned with in this context?
Michaels objective is to ensure employees answer clients quickly from the time a question is asked acting as a discriminative stimulus SD to the time an answer is provided the response The behavioral dimension that specifically measures the time between an SD and a response is latency However latency is not provided as an option In its absence we must consider the underlying principle that describes the closeness in time between two events Contiguity refers to the temporal proximity of two events When we discuss prompt or SD effectiveness and the speed of response we are inherently concerned with contiguity The closer in time the SD is to the response the stronger the control the SD has and the more efficient the interaction While IRT Interresponse Time measures the time between two successive responses and Frequency measures the count of responses and Magnitude measures the intensity of a response none of these directly capture the temporal relationship between a stimulus clients question and a response employees answer in the same way contiguity does when specifically emphasizing closeness or quickness in this context The text explicitly links this concern to contiguity if were worried about closeness right the closeness of the employees answer to the clients question were going to be worried about contiguity
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