question

According to the expectancy theory, __________ affect the conscious choices that people make about their motivation.

answer

Value, expectancy, and instrumentality

question

On the basis of research evidence, the two basic needs categories are:

answer

Higher-order and lower-order needs

question

To use expectancy theory to motivate employees, managers can:

answer

Systematically gather information to find out what employees want from their jobs

question

__________ strengthen behavior (i.e., increase its frequency).

answer

Positive and negative reinforcement

question

Which of the following statements about goal-setting theory is true?

answer

Goals can energize behavior

question

According to the text, ____ is the set of forces that initiates, directs, and makes people persist in their efforts to accomplish a goal.

answer

Motivation

question

According to some industrial psychologists, ____ is a function of motivation times ability times situational constraints.

answer

Job performance

question

McClellend's Learned Needs Theory identifies three needs. They are the needs for ____.

answer

Power, achievement, and affiliation

question

According to Alderfer's ERG theory, the lowest-order need is ____.

answer

Existence

question

According to the model of need satisfaction, an unsatisfied need produces ____.

answer

Tension

question

Which of the following statements about needs is true?

answer

Higher-order needs will generally not motivate people as long as lower-order needs remain unsatisfied

question

Extrinsic rewards are ____.

answer

Exemplified by bonuses, trophies, and plaques

question

Which of the following is an example of an intrinsic reward?

answer

A sense of achievement

question

According to ____, people will be motivated when they perceive they are being treated fairly.

answer

Equity theory

question

The two basic kinds of inequity are ____.

answer

Underreward and overreward

question

In equity theory, ____ are others with whom people compare themselves to determine if they have been treated fairly.

answer

Referents

question

According to the motivational model presented in the text, perceived inequity directly affects ____.

answer

Satisfaction

question

How do employees try to restore equity when they perceive that they have been treated unfairly? a. by changing the referent b. by simply quitting their jobs c. by doing any of these d. by rationalizing inputs or outcomes e. by reducing the level of energy and time they input into a project

answer

By doing any of these

question

In equity theory, ____ refers to the fairness of the process used to make reward allocation decisions.

answer

Procedural justice

question

Reinforcement theory says behavior is a function of ____.

answer

Its consequences

question

____ is the process of changing behavior by changing the consequences that follow behavior.

answer

Reinforcement

question

The two parts of reinforcement are ____.

answer

Reinforcement contingencies and schedules of reinforcement

question

Which of the following is also called avoidance learning?

answer

Negative reinforcement

question

Because workplace injuries cost U.S. businesses $1 billion every week, increased safety compliance needs to become a practice, not just a theory. The goal of developing safety consciousness within the workforce requires continuous reinforcement at every organizational level. This means ____.

answer

A consequence must be delivered following every instance of behavior

question

Which of the following is a category of reinforcement schedules?

answer

Variable interval

question

For punishment to work (i.e., to weaken the frequency of undesirable behaviors without creating a backlash), the punishment must be strong enough to stop the undesired behavior and must be administered ____.

answer

Consistently, contingently, and quickly

question

A ____ is a target, objective, or result.

answer

Goal

question

Managers who use goal-setting theory to motivate employees should ____.

answer

Make sure workers truly accept organizational goals

question

Feedback can lead to stronger motivation and effort if it _____

answer

Encourages employees to set higher, more difficult goals after the initial goals are accomplished

question

Research at three universities has confirmed that two basic leader behaviors, ______ and ______, are central to successful leadership.

answer

Initiating structure; consideration

question

Which of the following is the best leadership style for all situations? a. country club management b. authority-compliance c. team management d. none of these e. middle of the road management

answer

None of these

question

Fiedlers contingency theory assumes:

answer

Leaders are affective when their workgroups perform well

question

The most important situational factor in Fieldler's Contingency Theory is:

answer

Leader-member relations

question

Which of the following approaches to implementing Fiedler's contingency theory in the workplace has proven effective?

answer

Accurately measuring and matching leaders to situations

question

Which of the following is NOT one of the four leadership styles identified in the path-goal theory of leadership? a. supportive b. achievement-oriented c. charismatic d. directive e. participative

answer

Charismatic

question

According to the path-goal theory of leadership, __________ means setting challenging goals, having high expectations of employees, and displaying confidence that employees will assume responsibility and put forth extraordinary effort.

answer

Achievement-oriented leadership

question

The Vroom-Yetton-Jago Model is another name for the:

answer

Normative decision theory

question

Transactional leaders:

answer

Reward followers for good behavior and punish followers for poor behavior

question

____is the process of influencing others to achieve group or organizational goals.

answer

Leadership

question

Which of the following statements about leaders and managers is true?

answer

Organizations need both leaders and managers

question

Relatively stable characteristics such as abilities, psychological motives, or consistent patterns of behavior, form the basis for the ____ of leadership.

answer

Trait theory

question

Which one of the following traits refers to high levels of effort and is characterized by achievement, motivation, ambition, energy, tenacity, and initiative?

answer

Drive

question

Successful business leaders are not like other people. Successful business leaders ____. a. have a desire to lead b. have emotional stability c. are accurately described by all of these d. are self-confident e. are knowledgeable about business

answer

Are accurately described by all of these

question

Which of the following is another term for considerate leadership behavior?

answer

Employee-centered leadership

question

Research shows that while initiating structure impacts primarily on ____, consideration impacts primarily on ____.

answer

Job performance; job satisfaction

question

Which of the following statements about the two basic leader behaviors that are central to successful leadership is true?

answer

These behaviors are referred to as initiating structure and consideration

question

Which of the following is an example of a situational theory of leadership?

answer

Fiedler's contingency theory

question

Which of the following leadership theories assumes that leadership styles are consistent and difficult to change? a. path-goal theory b. the status quo theory of leadership c. none of these d. the Vroom theory e. normative decision theory

answer

None of these

question

In Fiedler's contingency theory, the term ____ refers to the degree to which leaders are able to hire, fire, reward, and punish workers.

answer

Position power

question

In Fiedler's contingency theory, the term ____ refers to the degree to which a particular situation either permits or denies a leader the chance to influence the behavior of group members.

answer

Situational favorableness

question

Which of the following is an example of an environmental contingency in path-goal theory?

answer

Task structure

question

According to the path-goal theory, which of the following is an example of an environmental contingency?

answer

The formal authority system

question

The normative decision theory ____.

answer

Helps managers determine how much employee participation should be used in decision making

question

The two types of visionary leadership are ____.

answer

Charismatic leadership and transformational leadership

question

____ refers to the behavioral tendencies and personal characteristics of leaders that create an exceptionally strong relationship between them and their followers.

answer

Charismatic leadership

question

Charismatic leaders generally ____.

answer

Articulate a vision based on strongly held values

question

Transformational leaders ____. a. encourage followers to make sacrifices for the organization b. help followers see how their jobs fit with the organization's vision c. are able to make their followers feel they are a vital part of the organization d. are accurately described by all of these e. get employees to see beyond their own needs for the good of the group

answer

Are accurately described by all of these

question

The steps of the basic perception process are:

answer

Attention, organization, interpretation, retention

question

In the model of the communication process, __________ makes senders aware of possible miscommunications and enables them to continue communicating until the receiver understands the intended message.

answer

Feedback to sender

question

The three formal communication channels in organizations are categorized as:

answer

Downward, horizontal, and upward

question

In the __________ type of grapevine communication network, one "highly connected" individual shares information with many other managers and workers.

answer

Gossip chain

question

__________ is the withholding of information about organizational problems or issues by employees.

answer

Organizational silence

question

One of the best ways for top managers to hear what others feel and think is through:

answer

Frequent informal meetings

question

The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be:

answer

Constructive or destructive

question

Which of the following statements about perception and perceptual filters is true?

answer

People perceive according to personality-, psychology-, and experience-based filters

question

____ is the process by which individuals attend to, organize, interpret, and retain information from their environments.

answer

Perception

question

Perceptual filters may occur as the result of ____.

answer

Personality-based differences

question

____ is the tendency to fill in gaps of missing information by assuming that what we don't know is consistent with what we already know.

answer

Closure

question

____ is the tendency to notice and accept objects and information consistent with our values, beliefs, and expectations while ignoring, screening out, or not accepting inconsistent information.

answer

Selective perception

question

According to attribution theory, ____ makes managers more likely to attribute workers' problems or failures to internal rather than external causes.

answer

The fundamental attribution error

question

According to attribution theory, we use two general reasons or attributions to explain people's behavior. They are ____.

answer

Internal and external attributions

question

The ____ states that we all have a basic need to understand and explain the causes of other people's behavior.

answer

Attribution theory

question

Someone experiencing a(n) ____ would be likely to take any negative criticism of his or her department personally.

answer

Self-serving bias

question

When things go wrong in the workplace, workers are more likely to attribute their problems to ____, while managers are more likely to attribute those same workers' problems to ____.

answer

External causes; internal causes

question

____ is the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes).

answer

A self-serving bias

question

Noise can occur when ____. a. the receiver doesn't have the time to understand the message b. the message is not decoded properly c. the message is not encoded properly d. any of these occur e. the sender isn't sure of what message to communicate

answer

Any of these occur

question

Which of the following statements about informal communication in organizations is true?

answer

Information carried by informal communication channels is estimated to be 75 to 95 percent accurate

question

The two primary types of grapevine communications networks are ____.

answer

Cluster and gossip

question

Coaching is ____.

answer

A kind of one-on-one communication primarily used by managers to improve an employee's on-the-job performance or behavior

question

Managers generally like and use____ but are less receptive to using ____.

answer

Oral communication; written communication

question

Which of the following is one of the primary tasks faced by managers who want to improve organizational communication?

answer

Managing organization-wide communication

question

Which of the following statements about hearing and listening are true?

answer

Hearing is the act of perceiving sounds, while listening is the act of making a conscious effort to hear

question

____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said.

answer

Active listening

question

In empathetic listening, ____ is important because it demonstrates that you understand the speaker's emotions.

answer

Reflecting feelings

question

The first thing that managers need to recognize when communicating feedback one-on-one to employees is that feedback can be ____.

answer

Constructive or destructive

question

____ is a technique of understanding the speaker's perspective and personal frame of reference and giving feedback that conveys that understanding to the speaker.

answer

Empathetic listening

question

The basic control process begins with:

answer

The establishment of clear standards of performance

question

In terms of the basic methods of control, __________ control is an improvement over __________ control because it attempts to eliminate or shorten the delay between performance and feedback about the performance.

answer

Concurrent; feedback

question

__________ control regulates workers' performances on the job, while __________ control measures the results of their efforts.

answer

Behavior; output

question

The two types of objective controls managers use are:

answer

Behavior and output

question

__________ is a control method that encourages managers to look beyond traditional measures to evaluate four different perspectives on company performance.

answer

Balanced scorecard

question

Normative controls should be used when:

answer

Organizational culture, values, and beliefs are strong

question

In the traditional control systems used at most companies, __________ measures are used to assess performance and influence behavior.

answer

Objective control

question

Economic value added (EVA) is so important to workers and managers because it:

answer

Shows whether a business or a subset of a business is really making a profit

question

____ is the regulatory process of establishing standards that will achieve organizational goals, comparing actual performance to those standards, and then, if necessary, taking corrective action to restore performance to those standards.

answer

Control

question

____ are a basis of comparison for measuring the extent to which organizational performance is satisfactory or unsatisfactory.

answer

Standards

question

Companies may determine standards by ____.

answer

Benchmarking other companies

question

Control is a(n) ____ process.

answer

Continuous, dynamic, and cybernetic

question

The three basic control methods are ____.

answer

Concurrent control, feedback control, and feedforward control

question

____ is the extent to which it is possible to implement each step in the control process.

answer

Cybernetic feasibility

question

According to the text, which of the following factors can help managers to determine whether more control is possible?

answer

Cybernetic feasibility

question

____ control is top-down control in which managers try to influence employee behavior by rewarding or punishing employees for compliance or noncompliance with organizational policies, rules, and procedures.

answer

Bureaucratic

question

____ control regulates workers' actions and routines on the job, while ____ control measures the results of their efforts.

answer

Behavior; output

question

Ironically, ____ control may lead to even more pressure for workers to conform to expectations than ____ control.

answer

Concertive and bureaucratic

question

Instead of individual sales people calling on its business customers, Cedartree Tech uses sales teams. The sales team is given complete responsibility for developing long-term partnering relationships with each customer. What kind of control would the company's sales managers most likely approve?

answer

Concertive control

question

____ is a control method that encourages managers to look beyond traditional measures to evaluate four different perspectives on company performance.

answer

Balanced scorecard

question

Which of the following is NOT one of the four perspectives measured in the Balanced Scorecard approach to control?

answer

Policies and procedures perspective

question

Which of the following statements about the Balanced Scorecard approach to control is true? a. All of the perspectives examined by the Balanced Scorecard approach are of equal importance to a company's success. b. The company's analysis of its controllable environment is most important to the company's success. c. The customer perspective is the most important in the control process. d. The innovation and learning perspective is the most important in the control process. e. The company's analysis of its noncontrollable environment is most important to the company's success.

answer

All of the perspectives examined by the Balanced Scorecard approach are of equal importance to a company's success

question

In the traditional control systems used at most companies, ____ measures are used to assess performance.

answer

Financial

question

Quality is typically defined and measured in three ways. They are ____.

answer

Excellence, value, and conformance to expectations

question

____ is a performance assessment in which companies identify which customers are leaving and the rate at which customers are leaving.

answer

Customer defection

question

When a company emphasizes ____ as its quality goal, managers must simultaneously control excellence, price, durability, or other features of a product or service that customers strongly associate with it.

answer

Value

question

A company makes only one product. The company is carefully evaluating what it learned in becoming such a success to see if it could use the same strategy to expand internationally. Which perspective of the Balanced Scorecard is this manufacturer emphasizing?

answer

Innovation and learning perspective

question

Which of the following statements about economic value added (EVA) is true?

answer

EVA is the amount by which profits (after expenses) exceed the cost of capital in a given year

question

A large university library has decided to make it nearly impossible for all but the most renowned Civil War experts to access their Civil War collection. The librarian in charge of this collection feels that this new policy will adversely influence the use of the collection in research on the experiences of everyday people during the war. This is an example of the use of control creating ____.

answer

Suboptimization

question

One of the advantages the Balanced Scorecard has over traditional control processes that rely solely on financial measures is that it ____.

answer

Minimizes the chances of suboptimization

question

Data mining is the:

answer

Process of discovering unknown patterns and relationships in large amounts of data

question

Two critical steps are required to make sure that data can be accessed by authorized users and no one else. They are:

answer

Authentication and authorization

question

The goal of an executive information system (EIS) is to:

answer

Provide accurate, complete, relevant, and timely information to managers

question

To properly secure data and data networks, a manager should use: a. authentication and authorization b. firewalls c. all of these d. virtual private networks e. Web-based SSL encryption

answer

All of these

question

A(n) __________ is a private company network that allows employees to easily access, share, and publish information using Internet software.

answer

Intranet

question

__________ is the direct electronic transmission of purchase and ordering information from one company's computer system to another company's computer system.

answer

Electronic data interchange

question

Which of the following statements about knowledge is true?

answer

Knowledge is the understanding that one gains from information

question

According to ____, the cost of computing will drop by 50 percent as computer-processing power doubles every 18 months.

answer

Moore's law

question

The term ____ refers to facts and figures that are in an unusable form.

answer

Raw data

question

The first company to use new information technology to substantially lower costs or differentiate products or services often gains ____.

answer

First-mover advantage

question

Why is information strategically important for organizations?

answer

Information can be used to obtain first-mover advantage

question

Which of the following is one of the critical issues companies need to address in order to sustain a competitive advantage through information technology?

answer

Is the firm's use of information technology difficult for another company to create or buy?

question

The key to sustaining competitive advantage is ____.

answer

Using information technology to continuously improve and support the core functions of a business

question

According to the resource-based view of information technology, sustainable competitive advantage ____. a. differs across firms b. occurs when information technology adds value c. is difficult to create or acquire d. can be created by using information technology to continuously improve and support the core functions of a business e. is accurately described by all of these

answer

Is accurately described by all of these

question

The two basic methods of capturing information are ____.

answer

Manual and electronic

question

Because they are inexpensive and easy to use, ____, which convert printed text and pictures into digital images, have become an increasingly popular method for capturing data electronically.

answer

Electronic scanners

question

____ is the process of discovering unknown patterns and relationships in large amounts of data.

answer

Data mining

question

Using ____ data mining, the user simply tells the data mining software to uncover whatever patterns and relationships it can find in a data set.

answer

Unsupervised

question

Unsupervised data mining is particularly good at identifying ____. a. sequence patterns b. all of these c. association or affinity patterns d. data clusters e. predictive patterns

answer

All of these

question

____ occur in data mining when two or more database elements occur together in a significant pattern, with one of the elements preceding the other.

answer

Sequence patterns

question

Unsupervised data mining can be used to recognize ____ patterns.

answer

Affinity, sequence, and predictive

question

Which of the following statements about data mining is true?

answer

Data mining typically uses data from a data warehouse

question

____ is the process of ensuring that data are reliably and consistently retrievable in a usable format for authorized users, but no one else.

answer

Protecting information

question

Which of the following is NOT an example of a security problem that may threaten data and data networks? a. password cracking b. phishing c. keystroke monitoring d. mob flashing e. email snooping

answer

Mob flashing

question

A system that requires employees to scan their thumbprints as they start work is called a(n)___________.

answer

Biometrics

question

Three kinds of information technology are used by executives, managers, and workers inside the company to access and share information. They are ____.

answer

Executive information systems, portals, and intranets

question

A(n) ____ uses internal and external sources of data to provide managers and executives the information they need to monitor and analyze organizational performance.

answer

Executive information system

question

Unlike an executive information system, a decision support system (DSS) ____.

answer

Helps managers understand problems and potential solutions by acquiring and analyzing information with sophisticated models

question

A product's quality is determined by its:

answer

Durability, reliability, and serviceability

question

The three principles that characterize TQM are continuous improvement, teamwork, and:

answer

Customer focus and satisfaction

question

__________ is a deviation in the form, condition, or appearance of a product from the quality standard for that product.

answer

Variation

question

The term __________ refers to restoring customer satisfaction to strongly dissatisfied customers.

answer

Service recovery

question

When a manufacturer makes a product continuously, it is using:

answer

Continuous-flow production

question

The three basic measures of inventory are inventory turnover, average aggregate inventory, and:

answer

Weeks of supply

question

Downtime and lost efficiency are both examples of:

answer

Setup costs

question

____ is a measure of performance that indicates how many inputs it takes to produce or create an output.

answer

Productivity

question

Which of the following shows the correct relationship for productivity, outputs, and inputs?

answer

Productivity = (outputs/inputs)

question

Why is productivity important to countries?

answer

Productivity matters because it produces a higher standard of living

question

The American Society for Quality defines quality as ____.

answer

A product free of deficiencies, or the characteristics of a product or service that satisfy customers' needs

question

Which of the following is an important characteristic of a quality product?

answer

Reliability

question

The product quality characteristic of ____ is defined as the mean time before product failure.

answer

Durability

question

Most companies define product ____ in terms of how easy or difficult it is to fix a product.

answer

Serviceability

question

Which of the following statements about ISO 9000 is true?

answer

ISO 9000 certification may be suspended or canceled if companies fail a periodic audit following their initial certification

question

In TQM terms, ____ is an organizational goal to provide products or deliver services that meet or exceed customers' expectations.

answer

Customer satisfaction

question

According to the TQM strategy, what should be a company's primary goal?

answer

Customer focus and satisfaction

question

____ is a deviation in the form, condition, or appearance of a product from the quality standard for that product.

answer

Variation

question

The first step in the service-profit chain is the establishment of ____.

answer

Internal service quality

question

One of the key assumptions in the service business is that success depends on how well employees deliver their services to customers. However, according to the service-profit chain, success depends on ____.

answer

How well employees are treated

question

The lowest degree of processing occurs in ____ operations, where a company orders parts and assembles standardized products before receiving customer orders.

answer

Make-to-stock

question

Classifying manufacturing operations in terms of the amount of assembly that occurs after an order is received from customers is the same as classifying those operations in terms of ____.

answer

Processing

question

____ inventories include the basic inputs in a manufacturing process.

answer

Raw materials

question

Which of the following is NOT a kind of inventory a manufacturer would keep in stock?

answer

Nonrenewable materials

question

According to the textbook, what should a business owner do with excess inventory?

answer

Cut prices on the product to increase its sales

question

Transaction costs and loss of customer goodwill are both examples of ____.

answer

Stockout costs

question

Materials requirement planning (MRP) is ____.

answer

Used with dependent demand systems

question

The three key parts of material requirement planning (MRP) are ____.

answer

The master production schedule, the bill of materials, and inventory records

question

____ is a ticket-based system that indicates when to reorder inventory.

answer

Kanban

question

____ is a ticket-based system that indicates when to reorder inventory.

answer

Kanban

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