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Intelligence Unit Test – Flashcards 50 terms

Ruth Jones

50 terms

Preview

Intelligence Unit Test – Flashcards

question

Researchers are in the process of developing a new college entrance exam. They want to ensure that wherever the test is given, it will be administered, scored, and interpreted in the same manner. In other words, the researchers are concerned with

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standardization

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Smedley has a theory that intelligence is related to body temperature. He uses an oral thermometer to measure intelligence. His data most likely have

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good reliability but poor validity.

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Studies suggest that there is a positive correlation between intelligence and the brain's:

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neural processing speed.

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Generating multiple possible answers to a problem illustrates:

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divergent thinking.

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A test of your capacity to learn to be an automobile mechanic would be considered a(n) ________ test.

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aptitude

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With increasing age, adopted children's intelligence test scores become ________ like their adoptive parents' scores and ________ similar to their biological parent's scores.

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less; more

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While taking her chemistry midterm, Irene noticed that several questions asked her to identify several countries on a map. Based on what Irene had learned in her Psych 100 class, she argued with her professor that the chemistry midterm was not measuring what it was supposed to measure because it lacked _______ validity.

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content

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In order to apply for his current job as a clerk at a law firm, Jason was required to take a difficult test that measured his previous accomplishments and his existing knowledge in the area of law. This kind of test is known as a(n) ______ test.

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achievement

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Psychologists measure the correlation between aptitude test scores and school grades in order to assess the ________ of the aptitude test.

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validity

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Research on racial and ethnic differences in intelligence indicates that:

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the average mathematics achievement test scores of Asian children are notably higher than those of North American children

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ChunJing is reading about the history of IQ testing. She finds that Binet's original intelligence test did not

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include items for adults.

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When Professor McGuire asks her students to answer questions in class, she can quickly tell from their facial expressions whether they are happy to participate. Professor McGuire's perceptual skill best illustrates:

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emotional intelligence.

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When Avena was 9 years old she took the WISC, and her IQ was estimated to be 106. Avena, who is now 27, took the WAIS, and her IQ was estimated to be 110. Avena's IQ scores indicate that the Weschler tests have good ___________ reliability.

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alternate form

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Bill and Ted had an excellent time-travel adventure back to 1916. In order to come back to the present, Bill (who is a little below average in intelligence) needs a score of 115 on the Stanford-Binet Intelligence Test. Bill has to convince Professor Terman that he is ______ than he actually is, because the Stanford-Binet IQ was calculated as ______.

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younger; (mental age/chronological age) ´ 100

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Melinda completed the Computer Programming Aptitude Test when she applied for a position with Beta Electronics. Six months later, she took the same test when she applied for a position with another company. The fact that her scores were almost identical on the two occasions suggests that the test has a high degree of:

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reliability.

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Comparing the average performance of the initial WAIS standardization sample with the average performance of the most recent WAIS standardization sample provides convincing evidence of:

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the Flynn effect.

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Spearman's g factor refers to:

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a general intelligence that underlies successful performance on a wide variety of tasks.

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Katrina received a 740 on her Math SAT. She decided to take the SAT again and received a 720. The reason the scores are so similar is because the SAT has high

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reliability.

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Binet and Simon designed a test of intellectual abilities in order to:

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identify children likely to have difficulty learning in regular school classes.

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A measure of intelligence based on head size is likely to have a ________ level of reliability and a ________ level of validity.

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high; low

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Research on intelligence and brain functioning indicates that highly intelligent children demonstrate ______ than their less intelligent counterparts.

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greater neural plasticity

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Keala took a test to measure his potential for college success. Keala must have taken a(n) ________ test.

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aptitude

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According to the textbook, it is difficult to define "intelligence" because

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there is no universally agreed-upon definition

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A 12-year-old who responded to the original Stanford-Binet with the proficiency typical of an average 9-year-old was said to have an IQ of:

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question

Dr. Yatvin administered his new intelligence test to a group of subjects and then compared each subject's score on the odd-numbered questions to their scores on the even-numbered questions. He found a large positive correlation between the odd and even scores, indicating the test has

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split-half reliability.

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We have conducted the same experiment fifteen times, and each time we obtain the same results. We can conclude that our data are probably

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reliable.

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Mr. and Mrs. Linkletter are parents of an intellectually disabled (mentally retarded) child. It is most likely that their child:

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will have difficulty adapting to the normal demands of independent adult life.

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Terman's longitudinal study of people with extremely high IQs found that nearly all of them

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had higher than average physical and mental health.

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Everyone would agree that intelligence tests are "biased" in the sense that:

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test performance is influenced by cultural experiences.

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Brain size (adjusted for body size) is ________ correlated with intelligence, and the speed of taking in perceptual information is ________ correlated with intelligence.

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positively; positively

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Research on gender and emotional intelligence suggests that women are more skilled than men at:

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interpreting others' facial expressions of emotion.

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Alfred Binet developed his intelligence test to

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identify children who needed special education programs.

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The distribution of intelligence test scores in the general population forms a bell-shaped pattern. This pattern is called a:

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normal curve.

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To assess mental age, Binet and Simon measured children's:

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reasoning skills.

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Joni claims that she is intellectually gifted because she "possesses" an IQ of 145. She is most clearly committing the error known as:

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reification

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Jeremy has a score of 115 on an IQ test that can be compared to the scores of hundreds of other people who took the same test. The capability to compare scores statistically is a function of

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norms.

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Robert Sternberg distinguished among analytical, practical, and ________ intelligence.

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creative

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Intrinsic motivation is thought to be an important component of:

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creativity

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If a test is ______________ , it will also be ______________.

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valid; reliable

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"Gifted child" programs can lead to ______ by implicitly labeling some students as "ungifted" and isolating them from an enriched educational environment.

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self-fulfilling prophecies

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Twenty-five-year-old Alexandra is mentally handicapped and can neither read nor write. However, after hearing lengthy, unfamiliar, and complex musical selections just once, she can reproduce them precisely on the piano. It is likely that Alexandra is:

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someone with savant syndrome.

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As a school administrator, you have been asked to identify students who have scored at the 50th percentile or above on the Wechsler Intelligence Scale for Children—Revised (WISC-R). This means that you must identify only those students whose scores on the test (the IQ scores) are at least ______________ or higher.

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100

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Factor analysis is a statistical procedure that can be used to:

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identify clusters of closely related test items.

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The eugenics movement would have been most likely to encourage:

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selective breeding of highly intelligent people.

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Many World War I recruits were from isolated rural areas and did not have a formal education or even know how to read. In order to assess such recruits' intelligence, the U.S. Armed Forces gave them the ______ test.

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Beta

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Cosette took an intelligence test that used age-graded tasks similar to the original Stanford-Binet. Cosette, who is eight years old, most likely will

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have her mental age compared to her chronological age.

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Jim, age 55, plays basketball with much younger adults and is concerned that his teammates might consider his age to be a detriment to their game outcome. His concern actually undermines his athletic performance. This best illustrates the impact of:

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stereotype threat.

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Karen developed a test to measure hostility within the work environment. Her test had a high correlation with employees who were terminated because of anger management issues. You could say that Karen's measure has a high degree of

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criterion validity.

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The characteristics of savant syndrome most directly suggest that intelligence is:

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a diverse set of distinct abilities.

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The WAIS consists of separate ________ subtests.

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verbal and performance

STUDY

Decision Making Employee Of The Month Hardware Marketing Part Time Employees

Marketing Ch 13 – Flashcards 122 terms

Edwin Holland

122 terms

Preview

Marketing Ch 13 – Flashcards

question

Firms that primarily sell products view service as a method to maintain a sustainable competitive advantage

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True

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The marketing of services differs from the marketing of products because services are tangible and separable from the service provider

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False

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Many services marketers use training and standardization to reduce service perishability

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False

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The Gaps model allows systematic examination of all aspects of the product creation process

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False

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A delivery gap is the difference between a firm's service standards and the actual service it provides to customers

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True

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One use of marketing research is to provide an effective means to understand consumers service expectations and their perceptions of service quality

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True

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When Buffalo Bank required all customers to use its online banking services, over 20 percent of their customers closed their accounts. In this scenario, Buffalo Bank's service fell outside the customers zone of tolerance

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True

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In training service providers, service quality goals should be general to allow for the various needs of consumers

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False

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The knowledge gap is where the rubber meets the road, where the customer directly interacts with the service provider

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False

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In marketing services, empowerment means allowing employees to make decisions about how service is provided to customers

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True

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The communications gap can be reduced by managing customer expectations

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True

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Procedural fairness pertains to a customer's perception of the benefits received compared to the costs of the inconvenience or loss

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False

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All products and services are intangible

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False

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The building blocks of service quality are reliability, responsiveness, assurance, empathy, and tangibles

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True

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The zone of tolerance refers to the area between customers expectations regarding their desired service and the minimum level of acceptable service

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True

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Listening to the customer is the first step in service recovery

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True

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Hilton Hotels trains its front desk employees to dress neatly and conservatively to project a professional image. This relates to the service dimension of tangibles

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True

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Latosha was employee of the month at Jersey Mike's Subs, primarily because she provided excellent customer service by serving food quickly. This relates to the reliability service dimension

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False

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When managers understand what their service providers are facing on a day-to-day basis by directly observing them and talking to customers it is called "management by walking around"

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True

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A delivery gap always results in a service failure

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True

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Sometimes all that needs to be done to satisfy a customer complaint is to listen to a customer

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True

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A service is any intangible offering that involves a deed, performance or effort that

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cannot be physically possessed

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By providing good customer service, firms______ their products or services

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add value to

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Along the service-product continuum, which of the following would be considered the most service dominant?

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doctor

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Along the service product continuum, which of the following would be considered the most product dominant?

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grocery store

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Many product-dominant firms use quality service

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to maintain a sustainable competitive advantage

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In countries like the United States, services

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account for an increasing share of jobs

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Food preparation, lawn maintenance, and house cleaning services are all examples of

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household maintenance, activities that people increasingly pay others to perform

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Medical services, assisted living care, and active senior travel are all examples of

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services an aging population will increase their demand for

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The marketing of services differs from product marketing because services are all of these except

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renewable

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When marketers say that services are_______ they are referring to the fact that services cannot be touched, tasted, or seen, like a pure product can

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intangible

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Because services are _______, it is often difficult for marketers to convey the benefits to consumers

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intangible

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For many professionals offering intangible services. , an ethical marketing dilemma exists. The dilemma centers on

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how to gain clients while retaining an image of professionalism and integrity

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When marketers state that services are ________ they are referring to the fact that services are produced and consumed at the same time

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inseparable

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The owners of hotels whose services are produced and consumed at the same time know that consumers do not have the opportunity to try out their services before purchasing. Many hotels use _________ to overcome the problem of inseparability of services

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satisfaction guarantees

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Sean moved to take a new job, and when he got sick he needed to find a doctor. He discovered during the visit that he didn't like that one he had chosen, and he knew he'd never go back to that doctor. From a marketing perspective this situation highlights

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insperability

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Martha had several unpleasant experiences trying to find the merchandise she needed at a large lumber hardware store...

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variability

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When marketers state that services are _____, they are referring to the fact that services are not always the same quality from one time period to another or from one service provider to another

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heterogeneous

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The old restaurant saying, "You are only as good as the last meal served" reflects the fact that services are

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variable

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Marketers can take advantage of the variable nature of services by

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customizing services to meet customers' needs

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One approach marketers are using to reduce service ______ is to replace people with machines whenever appropriate

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variability

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David's marketing research returned finding customers were staying away from his books store. David is likely suffering from a_____ gap

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knowledge

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The customers at Marielle's coffee shop want to gran a quick cup of coffee before the train to the city. Marielle's shop is suffering from a

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delivery gap

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When there is a significant difference between the services customers receive and the services the firm promotes, the firm has a

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communications gap

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When marketers state that services are _____ they are referring to the fact that services cannot be stored for use in the future

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perishable

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Because services like airline flights and hotel beds are ______, many marketers attempt to match demand with supply using pricing strategies

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perishable

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Yolanda manages a best sleep inn along an interstate highway. She knows from experience that five to ten last minute customers...

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perishable

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Because services like cruises and car rentals are perishable many marketers use

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pricing strategies to match supply with demand

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The Gaps model is designed to highlight those areas where

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customers believe they are getting less or poorer services than they should

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Wen the delivery of a service fails to meet customer expectations, a _____ gap exists

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service

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A _____ gap reflects the difference between a customers' expectations and the firms' perception of those customer expectations

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knowledge

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Firms can close the ____ gap by matching customer expectations with actual service through the use of marketing metrics

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knowledge

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A __________ gap is the difference between a firm's service standards and the service it provides to customers

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delivery

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A ____ gap can be closed by getting employees to meet or exceed service expectations

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delivery

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If there is a difference between the firm's perceptions of customers' expectations and the service standards the firm has set, a ____ gap exists

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standards

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By setting appropriate service standards and measuring service performance, firms can attempt to close a ____ gap

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standards

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If there is a difference between the actual service provided to customers and the service the firm has promoted, a ___ gap exists

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communication

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Firms can close a ____ gap by being more realistic about the services they can provide and managing customer expectations

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communications

question

For years, the Mogul Sheraton, a four-star hotel overlooking the Taj Mahal in India, offered free elephant and camel rides to hotel visitor. Few customers took advantage of this service. This is an example of a _____ gap is services marketing`

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knowledge

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Jackson manages an upscale french restaurant in Washington D.C.

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knowledge

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To meet or exceed customers expectations, marketers must

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determine what those expectations are

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Colin has been directed by his boss to determine whether their company is meeting customers' service quality expectations. One of Colins problems is that services are _____, making evaluation of services difficult

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intangible

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Which of the following is not one of the five dimensions used by consumers to determine overall service quality

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acceptibility

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Cheryl will only let Martine cut her hair...

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reliability

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Students regularly seek out Professor Guillory to advice them...

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assurance

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Gerald's Tire service provides each employee with a clean sharp looking uniform...

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tangibles

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Because services are intangible, it is often difficult for customers to determine how a service meets their expectations, which marketers call

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service quality

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A systematic _______ program collects customer inputs and integrates them into managerial decisions

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voice of customer

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Bank of America uses a complex polling system...

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voice of customer

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When choosing where to eat lunch, Veronica's major service criterion is speed...

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responsiveness

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The concept of ______ refers to the area between customers' expectations regarding desired service and their minimum levels of acceptable service

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zones of tolerance

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Nicole knows her restaurant is understaffed today. She is hoping to get through the day without falling below her customers _______

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zone of tolerance

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Customers have a defined ________ when it comes to waiting in line at a retail checkout counter. The amount of time consumers are willing to wait varies with the type of store

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zone of tolerance

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An excellent, inexpensive, and readily accessible method for assessing customers' service expectations is

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customer complaints

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Training service providers to know exactly what a good job entails is setting service

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standards

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Kayla is the new manager of a resort hotel. She knows from reviewing her customer complaints that service quality is not specific...

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set specific, measurable goals based on customers expectations

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Services marketing managers have learned that more employees will support a quality oriented process if

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they are involved in setting the goals

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When corporate headquarters announced new services quality standards for pizza franchise owners, Roland knew he would have trouble gaining employees support because...

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they were not involved in setting the goals

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What is the problem associated with service quality standards such as "be nice" or "do what customers want"

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they are not specific

question

By changing a standard from "be nice to customers to "greet every customer, and if possible by name", a service marketing manager has created a ______ goal

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measurable

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In services marketing, the saying, where the rubber meets the road refers to whether a ____ gap exists

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delivery

question

Saltdust Grill is known as the premier restaurant in town...

answer

delivery

question

A _____ gap exists when a firm knows what it needs to do to meet customers' service expectations but sometimes fails to do it

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delivery

question

_____ means allowing employees to make decisions about how a service is provided to customers

answer

Empowerment

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When _____ are authorized to make decisions to help their customers, service quality generally improves

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frontline employees

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Using technology and _____ are two ways a delivery hap can be reduced in size

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empowering employees

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empowerment of employees helps to address the delivery gap because

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employees directly involved with the customer can respond effectively at the moment the problem occurs

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When Dr. Horton checked in at the Ritz Carlton, it was 3am...

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empowering employees to meet customers' needs

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Empowerment becomes important when the service is

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individualized

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The old cliche "Service with a smile" recognizes the fact that

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service providers need to be pleasant even if the customer is not

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Service providers often encounter rude and unreasonable consumers. Services marketing can reduce the delivery gap, even for those customers by

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providing support and incentives for their employees

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After observing a customer verbally abuse a waiter, the first thing a manager can do to ensure quality service is to

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provide emotional support to the waiter

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Managers of fast food restaurants struggle with rapid turnover of personnel...

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provide emotional support and concern for their employees

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______ represents the system and equipment resources that providers need to be able to close the delivery gap

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instrumental support

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Rob was complaining to another member of the lawn crew...

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instrumental support

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Today, almost every sales rep can immediately check the company's inventory and production of scheduling electronically

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greater ability to obtain information

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Although firms such as restaurants have difficulty controlling service quality from day to day, they do have control over

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how they communicate the services they promise

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If a firm promises more than it can deliver

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it creates a communication gap

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The ____ gap can be reduced by managing consumers' expectations

answer

communication

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Physicians regularly overstate the expected recovery time from surgery, knowing that managing patients expectations will reduce the ___ gap associated with their service

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communication

question

Dopson's Hardware was in bad financial shape...

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communcation

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Effective services recovery entails all of the following accept

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estimating the damage

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Effectie service recovery efforts can lead to all of the following except

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increased dependence on technology to prevent future service failures

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Sam was called to meet with his boss...

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increased number of purchases and positive word of mouth

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When confronted with an angry and emotional customer, the best first step toward service recovery is to

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listen carefully and with empathy until the customer feels he or she has been heard

question

Service employees at the airlines flight cancellation desks frequently encounter travelers who get emotional about canceled or delayed flights

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listen to the customer

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When travelers are bumped from overbooked flights they are frequently offered vouchers good for future travel. The dollar value is...

answer

distributive fairness

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Because customers have different needs and expectations, the key to distributive fairness in service recovery is to

answer

listen to the customer

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Randall arrived at the hotel to find that although he had a guaranteed reservation the hotel had no more rooms available...

answer

distributive fairness

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Most customers want to achieve a fair solution following a service failure. Which of the following is not a factor that affects a person's perceptions of fairness in these kinds of situations

answer

The firm's policy on service recovery

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________ refers to the perceived fairness of the process with which a firm handles customer complaints

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procedural fairness

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Because of___________ many companies have altered their no questions asked return policies to include limits, restocking fees, and store-credit-only refunds

answer

high costs

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One of the reasons service failures need to be addressed quickly is to

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avoid negative word of mouth from upset customer

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The service dimension called _______ refers to the ability of the firms employees to convey trust and confidence

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assurance

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The new hotel manager asked the chef are you sure you know how to cook a beef wellington? Which service demension

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reliability

question

Monique was looking for a venue for her wedding reception. When she visited one potential location...

answer

tangibles

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When John checked into his Orlando hotel the front desk clerk informed John that his room will not be ready for another 20 minutes

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zone of tolerance

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When Jaime arrived at her hotel room and saw the bed sheets had not been changed

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zone of tolerance

question

Which of the following is not a recommended strategy for service recovery

answer

silencing an irate customer before the individual makes any angry outbursts

question

Barnes and Noble bookstores have computers available for associates to search for book requests

answer

instrumental support

question

One afternoon, the clerk at the customer service desk of a large retail store got bored and started stating different return policies to each customer

answer

procedural fairness

question

Which service gap is the Ritz Carlton Hotel trying to address when it spends up to 1700 to train a new employee

answer

standards gap

STUDY

Biotechnology Business Business Law Business Management Employee Of The Month Human Resource Management

3rd – Flashcard 48 terms

Sara Edwards

48 terms

Preview

3rd – Flashcard

question

A basic idea of _____ was to conduct time-motion studies to find the best way to perform each task, then teach people to use these methods

answer

scientific management

question

Weldon Taskman has just successfully negotiated a new long term sales agreement with a major client. The personal satisfaction Weldon has about his efforts is his___reward

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intrinsic

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According to Maslow a higher order need

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becomes a source of motivation after lower order needs are satisfied

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When Elaine accepted a position with Cannon corporation in Dallas, Texas she felt uneasy. She was new to the area and new to this company. However, she was pleased that her new job offered her the opportunity to play on the company volleyball team. She quickly made new friends and, through her new friends, learned about the city. Apparently, her new job satisfies Elaine's ____ needs

answer

social

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Theory___ managers see employees as having a general dislike for work and an unwillingness to accept responsibility

answer

question

Theory Y managers prefer

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empowerment and letting employees design solutions

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The purpose of management by objectives is to

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help employees motivate themselves with a goal-setting model that involves, discussion review, and evaluation by management and employees

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According to expectancy theory, the amount o effort employees exert on a specific task depends on their

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expectations of the outcome

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Title VII of th Civil Rights Act of 1964

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prohibits all firms with over 100 employees to have an affirmative action plan

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The ___ protects individuals over the age of 40 from discrimination based on age with respect to issues such as hiring promotions ,job benefits and assignments

answer

age discrimination in employment act of 1967

question

The first step in the human resources planning process is to

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prepare a human resource inventory

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Sally is a human resource manager with Weldun Cooking Supplies who needs to recruit sales professionals to fill several positions within her company. Sally is likely to rely on external recruiting sources if she

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believes that Weldun's current employees do not have the qualifications necessary to successfully fill the positions

question

A __ is a check of a potential employee's work record academic record credit history and recommendatons

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background investigation

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According to the American with Disabilities Act which of the following is not an appropriate screening tool

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medical exams

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The purpose of ___ is to increase an employee's ability to perform productively

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training and development

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Job rotation helps lower level managers prepare for higher level positions by

answer

exposing them to different functions within the organization, thus giving them the broad perspective needed by top managers

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Two advantages of using___ to fill open positions are:1) it improves the morale of current employee, and 2) the person filling the position is already familiar with the organization's culture and procedures

answer

promotions from within

question

The business philosophy of "produce as much as you can because there is a limitless market"is consistent with which of the following marketing eras

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production era

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A firm's marketing mix refer to the combination of

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strategies regarding product price place an promotion

question

Which of the following would be considered part of a firm's marketing mix

answer

determining the best pricing strategy for a product

question

With help from the marketing department, engineers at Easy Electronics have designed a new type o cable modem that is easier to install in computers and more reliable than any cable modems currently in use. The marketing managers want to find a way to identify the new modem in the minds of consumers and differentiate it from less sophisticated products made by Easy's competitors. An important part of this effort is likely to be the selection of a __ for the new modem

answer

brand name

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A ___ group consists of a small group of people who meet under the direction of a discussion leader to discuss opinions about an organization it products or other issies

answer

focus

question

The two major types of markets are the

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consumer market and the business to business market

question

Which of the following refers to the process of dividing the total market into several groups with similar characteristics

answer

market segmentation

question

A firm that uses___ segmentation divides a market into groups based on values, attitudes, or interests

answer

psychographic

question

one factor that influences the consumer decision making process is ___ which refers to the set of values, attitudes and ways of doing things passed from one generation to another in a given society

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culture

question

Which of the following is most consistent with a relationship marketing strategy

answer

the development of a Web site that seeks customer feedback and allows customers to communicate with each other

question

Whether a consumer thinks a product provides the best value depends upon

answer

the consumer's perceptions

question

Which of the following refers to a group of products offered by a firm that are physically similar or are intended for a similar market

answer

product line

question

Sweet Dream Confectioners uses the same ingredients as most other producers of chocolate. However, the company wraps its candies in expensive looking foil and places them in very attractive boxes. It promotes its products in advertisements a "the ultimate in chocolate experience. Sweet Dream charges a much higher price than most competitors, but sales continue to grow. This success indicates tat

answer

there is more to the total product offer than the physical product

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Borden inc makes pasta, dairy items and adhesives. These different types of products are referred to as Borden's

answer

product mix

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The purpose of __ is to create real or perceived product differences

answer

product differentiation

question

Which of the following are products consumers buy after comparing quality price and style from a variety of sellers

answer

shopping goods

question

Attracting attention describing contents, explaining benefits and identifing the uses of a product are all functions of

answer

packaging

question

Brand ___ refers to the loyalty perceived quality and emotions people associate with given brand name

answer

equity

question

Which of the following refers to how quickly or easily a given brand name comes to mind when a product category is mentioned

answer

brand awareness

question

A __ is a marketing intermediary that sells to ultimate consumers

answer

retailer

question

marketing intermediaries

answer

add value that exceeds the cost of their services

question

Robbie Veath brings together buyers an sellers of used heavy construction equipment and helps them negotiate the terms of the sale. However, Robbie never actually takes title to any of the equipment himself , nor does he provide any financing for the buyer Robbie is acting as a

answer

broker

question

___ is the value or want satisfying ability that is added to products by organizations that make the product more useful or accessible to consumers

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utility

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marketing intermediaries add__ utility to products by having them available when consumers want them

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time

question

discount stores owe much of their success to a competitive strategy based on

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low prices

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the goal of ___is to inform and remind people in a target market about specific products, eventually persuading them to participate in an exchange

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promotion

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The combination of advertising personal selling public relations and sales promotion activities traditionally used by an organization represents its

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promotion mix

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__ refers to any paid, non-personal communication through various media by organizations and individuals who are in some way identified in the message

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advertising

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which of the following refers to the practice of paying to have a product appear favorably in a TV show or movie

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product placement

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In their advertisements, Luther Pharmaceuticals also consumers to judge their product, AcheFree against a well-known competitor's product to see that Ache-free provides superior pain relief. This represents

answer

comparison

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teh final step of the selling process involves

answer

follow up

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Employee Of The Month Marketing Marketing-Hospitality/Tourism Needs And Wants

Hospitality and Restaurant Marketing – Flashcards 297 terms

Keisha White

297 terms

Preview

Hospitality and Restaurant Marketing – Flashcards

question

A restaurant adds seafood and vegetarian entrees to their menu because it has received requests for these items from its customers. From a marketing perspective, the restaurant is trying to

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meet the needs and wants of its customers

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Marketing is primarily concerned with

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the customer's needs and wants

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A business that obtains information about the needs of its target market and then provides products and services that are intended to fulfill those needs is using which type of focus?

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Customer

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All customers desire good value. Good value is

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quality products presented as a fair price

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The best way to get a target market to notice a restaurant's unique signature recipe is to communicate that the item is

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the first in the market

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Something that the customer sees as an advantage of one product when compared with another is known as that product's

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benefit

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The characteristics of the items on a menu and services sold to guests are known as

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features

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Restaurant managers need to know the difference between a trend and a fad because a

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trend will elevate sales for a long period of time

question

Facts about a target market such as customers' age, gender, race, geographic location, or other personal characteristics are known as

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demographic information

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Survey questions about age, income, and geography seek to understand which type of information?

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Demographic

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A restaurant manager decided to place an advertisement for his restaurant in the sports section of a local newspaper. The advertisement will run every day for two weeks and will feature the restaurant's Sunday Hot Wing special. This series of advertisements will cost $200, and the manager will determine the success of these advertisements by measuring the increase in Sunday sales. The manager has created a(n)

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marketing plan

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An operation's potential customers are known as the

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target market

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The manager of a restaurant with a target market of young families with small children is making a decision about where to spend his print media marketing budget. He has narrowed his choices to a magazine that is placed in senior citizen neighborhoods for a low price per reader or a magazine that is made available in pediatricians' offices for a higher per reader cost. The manager asks for your opinion. You advise that the

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money be spent with the magazine that is available in the pediatrician's offices because the target market is young families

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In the restaurant and foodservice industry, the term "features" refers to the

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characteristics of the actual menu items and services

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A detailed listing of specific activities designed to reach the revenue goals of an operation is known as the

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marketing plan

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An appropriate time to begin marketing a restaurant's banquet facilities for holiday parties would be

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early fall

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Examples of internal marketing include a(n)

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advertisement printed especially for placement on tables in the operation's dining room

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A restaurant has identified its target market as young families with small children. An effective marketing activity might be

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sponsoring a pee wee soccer team

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Marketing plans are completed so that the manager will

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better understand existing and potential markets

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A couple decides to use their historic home for a restaurant offering a high-quality menu. This restaurant would be classified as a

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destination restaurant

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A target market consists of

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people that a restaurant intends to pursue as customers

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Long-term increases or decreases in some factor outside an establishment, such as an increase in population or an upturn in the economy, are known as

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a market trend

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Once a marketing plan is written, it should be

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implemented, shared, reviewed, and updated as situations change

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A manager states that one of the objectives for the operation is to increase business by 10 percent. The objective

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is not valid because it does not include a time frame for achieving this objective

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The formula to determine the check average is

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total revenue / number of guests served

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On a recent Saturday, an operation served 500 guests for total revenue of $10,000. The guest check average was

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$20

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Which is an internal factor when evaluating the marketing plan?

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Great tasting products at the right price

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An advertising campaign in a local newspaper would be referred to as

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an external marketing activity

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Which of the following would be an example of an identifiable objective for a marketing?

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Increase check averages by $3 over the next three months

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The name, logo, signage, employee uniforms, décor, pricing, service level, and other characteristics that, when taken together, make one restaurant or foodservice operation different from another are known as

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brand identifiers

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A brand identifier that has been given special legal status so that only its owners can decide when and how it may be used is known as a

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trademark

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Once established, a brand must be carefully

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managed

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An operation has chosen to locate its premises on a bayside harbor overlooking shimmering water and boating enthusiasts. This is an example of which type of decision?

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Place

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A concise summary of the brand's values, competencies, company culture, and target market is known as the

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brand position statement

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An example of a well-defined target could be

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families with young children living within 5 miles of the operation

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The four Ps of marketing are

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product, place, price, and promotion

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Understanding consumer rationality can better help a restaurateur with

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pricing menu items

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The restaurant industry adds a fifth ingredient to the 4 Ps of marketing. It is

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service

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Many restaurants offer lower prices between 4:00 and 6:00 pm to encourage more people to come to the restaurant during those times. What ingredient of marketing is the focus of this strategy?

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Price

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A customer enters a restaurant and admires the décor. This is an indication that the manager has done a good job managing an aspect of marketing known as

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place

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Good value from the customers' point of view is the

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difference between what they pay and what they get

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A customer selects a restaurant based on an advertisement in the local paper. This is an indication that the manager has done a good job managing the aspect of marketing known as

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promotion

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Which of the 4 Ps of marketing refers to the items selected for an establishment's menu?

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Product

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Customers who come to trust that a brand will meet or exceed their expectations on a consistent basis are

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loyal customers

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Which is a decision place?

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Drive-through service

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Menu items that customers associate with a single restaurant or a chain of restaurants are known as

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signature items

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The golden arches of McDonald's would be categorized as a

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place brand identifier

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To increase check averages, the manager and the chef work together to feature complimentary appetizers and entrees at an attractive price. This practice is known as

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bundling

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McDonald's restaurant's golden arches logo is a recognizable sign of quality, affordable fast food. This is an example of successful

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branding

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Buyers tend to make their buying decisions based on the belief that the purchase will be a direct benefit to them. This is known as

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consumer rationality

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The results of service training may be difficult to access because the product known as service

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is intangible

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One Saturday night guests visit a particular restaurant and receive excellent service and quality food, so they decide to return to the same restaurant the following Saturday night. On this second visit they receive the same high-quality food, but the service is poor. This restaurant lacks

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consistency

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Which term describes the groupiong of several products together for one lower price?

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Bundling

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A key to consistently providing good service to customers is

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properly training all employees

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Unlike the taste, smell, and texture of a food ingredient, friendliness of a server is which type of trait?

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Intangible

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What is most likely to cause a customer to not return to a restaurant?

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Poor service

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The economic, legal, vendor, and competitor conditions faced by a business is known as the

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marketing environment

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The means of recording an operation's sales, product usage, and other important information on a daily, by shift, hourly, or other basis is known as the

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point of sale system

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The three main types of market research objectives are

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descriptive, exploratory, and causal

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The National Restaurant Association provides restaurant operators with data and relevant information about the restaurant and foodservice industry. This type of information is referred to as

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secondary information

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Information collected internally for decision-making purposes is known as

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primary information

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Factual records collected about actual sales, product usage, customers served, and other operating information are examples of which type of information?

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Internal

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The process that seeks to obtain relevant and accurate information about particular groups of people or segments in a market is known as

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market research

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A group of investors is planning on opening a new restaurant in an urban area. Before they invest their funds, they hire a firm to survey local residents about their dining-out practices. This group has hired the firm to conduct

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market research

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One advantage of using primary data rather than secondary data is that primary data is

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more relevant to the research

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As part of the information gathering process before opening a new restaurant, the owners of the restaurant hold several meetings in which they invite small groups of local residents to learn what they think of their restaurant concept. This is known as gathering information by

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focus group

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The factors that directly affect the purchasing power and the spending habits of those in a target market are known as the

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economic environment

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The first step in the market research process is

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defining the purpose

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A group of investors is considering opening a new restaurant. Their early research reveals that three local large corporations will be expanding their businesses and hiring highly paid workers. As one of their advisors you recommend that they

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go ahead with their project because the economic outlook for the area is positive

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A person dining in a restaurant in the company of another who is paying the bill is known as a

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guest

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The number or value of units sold by a business in a given period and expressed as a percentage of the total market size is known as a

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market share

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A restaurant has a signature shrimp dish on their menu. Recently, a foodborne illness was discovered in shrimp from a particular seafood processor. The restaurant buys some, but not all of their shrimp from this processor. Rather than risk running out of shrimp over the busy holiday weekend, they decide to combine all of the shrimp, thinking that this will lessen the severity of any resulting foodborne illness. This restaurant is showing a

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lack of responsibility related to serving food

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A local government passes an ordinance prohibiting the sale of alcohol after 11 pm Monday through Thursday. This action impacts the area's

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legal environment

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A rural area is served by only one foodservice distributor, which does not sell seafood. A group of investors would like to open a seafood restaurant in the area. As an advisor you recommend against this decision based on the area's

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vendor environment

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The money left after a person has met all his or her expenses or debts is known as

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discretionary income

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An area is served by three large foodservice distributors and seven specialty distributor. As a restaurant owner you would expect

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to pay fair prices and have access to a broad range of items for your menu

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You have noticed that a local restaurant specializing in seafood is often busy in spite of their reputation for terrible service. As a restaurateur interested in opening a new restaurant in the area, this indicates to you that

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you would be successful if you opened a competing seafood restaurant that provides good service

question

An area has an established market for steak sandwiches. For the past several years, 10,000 steak sandwiches have been sold at an average cost of $7 per sandwich. Currently, six operations in the town sell steak sandwiches. You are considering opening an additional outlet for steak sandwiches. In composing your marketing plan you estimate getting an equal share of the market and that that share will be approximately

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$10,000

question

Useful market-related data that have been generated by sources outside the operation are known as which type of information?

answer

Secondary

question

The process of treating everyone in the market as having the same needs and wants is known as

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mass marketing

question

Restaurateurs recognize that not all people have identical wants and needs, and to seek a focused appeal to the distinct portion of potential customers that make up their customer base they define their

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target market

question

The process of gathering and analyzing relevant and accurate information about customers, competitors, and markets in order to improve decision making is known as

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market research

question

Two of the more important demographic areas for nearly all restaurants and foodservice operations are

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age and income level

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The characteristics of a customer that relate to that customer's personality, values, attitudes, interests, or lifestyle are known as

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psychographic

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A restaurant has a large number of customers who frequently dine there. This restaurant would be said to have a

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high degree of customer loyalty

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An emotional or physical requirement that occurs when a person is deprived of something is known as a

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need

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A desire that is shaped by a person's culture and personality is known as a

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want

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Which is the fastest growing segment in the restaurant and foodservice industry?

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Fast-casual

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The tendency of consumers to make their buying decisions based on the belief that their purchases will be a direct benefit to them is known as

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consumer rationality

question

A couple has decided that they would like to go out to dinner for their anniversary. In terms of the decision-making process this couple has

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recognized a need or a want

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After a customer has completed their dining experience, they may then decide whether they would come back, if the meal was satisfying, or how they rate the service. This is known as

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purchase assessment

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The final step in the decision-making process is the

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purchase assessment

question

Before most consumers decide to spend their money, they must have

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the desire and the ability to buy

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An external influence on buying behavior is

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income

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A couple would like to go out to dinner to celebrate their first anniversary. Both of them were just laid off from their jobs. They would like to go to the most expensive restaurant in town to celebrate, but most likely they will not be able to because they lack

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the ability to buy

question

The financial position of a consumer or group of consumers relative to other consumers is known as

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socioeconomic status

question

Which is a characteristic of a fine-dining restaurant?

answer

Complex food

question

After attending a church service, a family decides to have lunch at a restaurant owned by a member of the church and frequented by many members, particularly after church. This family's decision to go to this restaurant is most heavily influenced by which factor?

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Peer group affiliation

question

The way people live their lives, what they like to do, and what interests them and/or their opinions is referred to as their

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lifestyle

question

Quick-service restaurants are most likely to use which pricing technique?

answer

Value

question

Which of the following is an example of a promotional activity that would attract customers of a particular household status—families with young children?

answer

Free apple slices or a small yogurt with fruit for children under 12 years of age

question

Which establishment is most likely to attract someone interested in sports?

answer

A bar with many widescreen TVs tuned into sports broadcasts

question

A restaurant that serves a limited menu, has fast service, and prices its food moderately is known as a

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quick service restaurant

question

In some fine dining operations, a person formally trained on wine selection is called a

answer

sommelier

question

In which restaurant and foodservice industry segment will service be at the highest level?

answer

Fine dining

question

A group of investors has decided to open a new restaurant. The servers in this restaurant will take the orders and deliver the food to the tables. The menu will follow an Italian theme and the prices will be moderate. This restaurant will fall into which restaurant and foodservice industry segment?

answer

Casual

question

An example of a noncommercial operation is a

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school

question

A restaurant has decided to change its style of service. Now, the food will be placed into serving dishes and then brought out on a cart. It will be served directly from the serving dishes to the customers' plates, in front of the customers. The restaurant will need to purchase serving carts equipped with warmers for the food. This type of service will be expensive to implement because of the need to purchase these heated and cooled carts and because the staff will require additional training. This restaurant feels that since it has a chef known for excellent cuisine, this type of service will meet the needs and expectations of their customers. The style of service that the restaurant has chosen is known as

answer

French

question

Shortly after being seated in a fine dining restaurant, a couple is approached by a member of the staff. This person asks them questions about what they will be eating and suggests a wine to go with their meal. This person is known as the

answer

sommelier

question

The first step in the purchasing decision process for a customer is

answer

recognizing a need or a want

question

What is the fastest growing segment of the restaurant and foodservice industry?

answer

Fast casual

question

A foodservice operation located within a business is available only to the employees of that business and their guests because the operation is subsidized by the business and does not seek to make a profit. This operation is known as a

answer

noncommercial foodservice operation

question

An internal factor that influences individual buying behavior is

answer

age

question

A foodservice operation is located in a shopping center and open to the general public, although its target market is families with young children. The operation has not made a profit for the past three years although it would like to. This foodservice operation is known as a

answer

commercial foodservice operation

question

A document that contains a formal statement of business goals, an explanation of how the goals can be achieved, and the detailed steps for reaching these goals is known as a

answer

business plan.

question

A guide for an operation's marketing efforts outlining what will be done to attract the number of customers needed to achieve the operation's revenue targets is known as a

answer

marketing plan.

question

When developing a marketing budget, managers must consider costs and expenses, future revenues, the competition's marketing efforts, and the operation's

answer

marketing objectives.

question

An estimation of the cash needed to open a business or to buy an existing business is known as a

answer

financial plan.

question

The amount of money the owner has on hand, as well as the total amount needed to start the business are known as

answer

start-up funds.

question

An operation usually assesses its primary or direct competitors through

answer

observation.

question

Banks often require a business plan before they consider loaning a business money. This is because

answer

a well-developed business plan can help minimize the risk of failure for new businesses.

question

A year after the restaurant opened, the investors are asked to contribute some additional funds. What document should they review as part of this decision-making process?

answer

Business plan

question

Which term best describes the formal statement of business goals and the detailed steps for reaching them?

answer

Business plan

question

This part of the business plan is typically the last part written and is a brief description of the highlights of the business plan.

answer

Executive summary

question

A recent graduate of a hospitality management program would like to start a new restaurant. She has prepared a part of the business plan detailing the items that will be on the menu, including the prices for these items, as well as a description of the unique and distinguishing features of the restaurant. This section of the business plan is known as the

answer

concept statement.

question

A critical tool to determine exactly how to attract, please, and retain customers and achieve target profits is a

answer

marketing plan.

question

A recent culinary school graduate decides to open up a food truck. He believes that he can handle the work by himself and has sufficient money to start this business. He will be operating as a

answer

sole proprietorship.

question

A manager of a successful restaurant and a friend who has inherited a large sum of money have decided to go into business together. The manager will run a restaurant, and the friend will invest all of the money necessary to get the business started but will be busy with his own business. They have drawn up an agreement, which details their arrangement, including how they will share in any profits of the business. This restaurant will operate as a

answer

partnership.

question

In a SWOT analysis, which category is represented by the entry of a new competitor with lower prices?

answer

Threats

question

Sally Jones opened a small café and named it Sally's Sandwiches. This is an example of a

answer

DBA

question

The part of the business plan that details the strengths and weaknesses of other similar businesses is known as the

answer

competitive assessment.

question

An operation's concept is defined by its menu, prices, and

answer

unique features.

question

A SWOT analysis identifies an operation's

answer

strengths, weaknesses, opportunities, and threats.

question

The explanation in the marketing plan that refers to how an operation gets its target market to notice its products and services and consider them for future purchase is known as the

answer

market positioning.

question

Successfully attracting customers from a target market is the result of

answer

an effective marketing plan.

question

A local restaurant has decided to work closely with a well-known local farm, advertising that it uses produce from this farm. The farm will also use the fact that its produce is used by this restaurant in its promotions because it thinks this will improve the farm's image. This restaurant and farm have entered into what type of arrangement?

answer

Co-branding

question

A valid goal included in a marketing plan might be for the operation to

answer

increase bar sales each month by 5 percent when compared to the same month the previous year.

question

Which section of the business plan provides readers with the highlights and is typically written last?

answer

Executive summary

question

A restaurant has predicted sales for the coming year to be $875,000. Its budget has allocated 4 percent for marketing. Its marketing budget for the coming year will be

answer

$35,000

question

In determining the amount of money that should be spent on marketing, many businesses look to

answer

money that is left over after paying all expenses and satisfying profit goals.

question

A marketing objective should be

answer

measurable, reasonable, and have a time frame.

question

A restaurant business has identified an opportunity to grow. The restaurant has enough funds to operate the business but not enough funding to pay the expenses associated with this expansion. Before going to ARSs it has prepared a detailed estimate of the income, expenses, and profits associated with this project for the next three years. This document is known as a

answer

pro forma.

question

A marketing activities schedule can be thought of as a "to-do" list for marketing. It should include

answer

the who, what, and when of the marketing activities.

question

A value proposition or value statement describes the

answer

target customers' assessment of the products and services they purchase

question

A restaurant offers diners a choice of multicourse meals for one predetermined price. This restaurant is using what type of pricing?

answer

Prix fixe

question

In what type of menu is each item priced individually?

answer

A la carte

question

An external factor that affects menu pricing is the

answer

economy.

question

A restaurant specializes in breakfast. Knowing that many adults order coffee with their breakfast, it has decided to keep the price for coffee low; so low, it is below cost. This type of pricing is known as

answer

loss leader.

question

Pricing products and services based on their worth in usefulness or importance to the buyer is known as

answer

value pricing.

question

Restaurant prices must cover

answer

all of the tangible costs, such as the cost of the goods, and the intangible costs, such as service.

question

A restaurant offers a hamburger platter using a leaner, higher grade of ground beef. In order to become a quality leader, a competitive analysis was performed. Relative to the competition, the platter should be

answer

higher priced.

question

Proper pricing is important because when

answer

customers consider prices to be fair, they are more likely to become loyal customers.

question

What most affects a buyer's perception of the price of an item?

answer

Perceived value

question

The town in which a restaurant is located experiences a large layoff by one of the major employers. As a result, the restaurant has decided to offer more specials. This pricing decision was influenced by which external pricing factor?

answer

Economic conditions

question

which is an internal factor that affects pricing?

answer

Costs

question

The manager of a new restaurant is pricing his menu. In addition to calculating the actual costs of the menu items, the manager also looks at the prices that other restaurants are charging for similar items. This practice is known as

answer

competitive analysis.

question

In an interview a popular movie star announces that he eats frozen coffee every day. As a result, sales of frozen coffee have increased dramatically. This phenomenon would be known as a

answer

temporary fad.

question

During the months of November through March a restaurant sells twice as much soup as it does in the other months of the year. This is caused by

answer

taste seasonality.

question

What does direct labor include?

answer

Hours worked at a specific wage only

question

In the fall an area experiences a terrible hurricane that knocks out power for a large number of homes and businesses. An area restaurant that has its own generator is one of the few places open for business. It has decided to double its prices because there is so much demand for its products. This probably would be

answer

a violation of pricing-related laws.

question

Because of a $0.50 per serving increase in the cost of shrimp, a restaurant is reviewing prices on its menu for the two shrimp entrees to see how it can increase the prices while minimizing the negative impact on sales. Right now, both items sell well and at about the same percentage of total sales. One is priced at $7.25 while the other is $7.75. The plate cost for both items is about the same. As a consultant, you advise that the restaurant

answer

raise the menu price for both items to $7.95 because customers will not notice the increase.

question

The amount of profit an owner hopes to achieve is known as the

answer

target profit.

question

A la carte menus are used to

answer

provide a range of lower- and higher-priced menu items.

question

Profits can be increased by

answer

increasing revenue while keeping expenses the same amount.

question

A recipe that gives a known quality and quantity at a known cost is known as a

answer

standardized recipe.

question

A restaurant has an item on the menu priced at $21.00. The food cost associated with this item is $7.00. The food cost percentage for this item is

answer

33.3%

question

Two employees each work an 8-hour shift for a total of 16 hours. One employee earns $8 per hour, while the other employee earns $12 per hour. The direct labor cost for this shift would be

answer

$160.

question

The cost of hosting the website for a restaurant would be classified as

answer

other operating cost.

question

When pricing items for the menu, a restaurant manager prices items to target profits. This practice is known as

answer

profit-oriented pricing.

question

A restaurant uses the food cost percentage pricing method to determine the prices for its menu. The food cost for a popular item on the menu is $5.00, the labor cost for this item is $3.00, and the desired food cost percentage is 32 percent. The menu price for this item will be

answer

$15.62

question

The two costs considered in the Prime Cost Pricing Method are

answer

food and labor costs

question

Inclusively, the means by which a business talks to its customers are known as

answer

communication channels.

question

AIDA, the acronym for the commonly used model for creating effective messages, stands for

answer

attention, interest, desire, and action.

question

A restaurant named "The Farmer's Table" advertises that it uses only the freshest locally grown produce to create its menu. One of its signature items is strawberry shortcake (made with fresh strawberries), and the dish is on the menu year round. The climate allows strawberries to be locally produced for only about 60 days out of the year. This restaurant is in danger of violating

answer

regulations regarding truth in advertising.

question

Which tactic increases the effectiveness of direct mail as a marketing tool?

answer

Write address information on colored envelopes that have the operation's logo

question

Mail sent to the home or workplace of potential customers is known as

answer

direct mail.

question

Billboards are a form of which type of advertising?

answer

question

When potential restaurant customers view an advertisement, they are most interested in

answer

what the business can do for them.

question

An example of an interactive communication channel is a

answer

website.

question

In advertising, visual representations are referred to as

answer

graphics.

question

Recently, a restaurant placed an ad with a coupon in a local newspaper. The manager has asked all of the cashiers to save the coupons each day, noting on them the total of the customer's check. This manager is trying to

answer

track the effectiveness of that particular advertisement.

question

Broadcast media are controlled by the

answer

FTC.

question

Which tactice can influence people to read a print ad for a restaurant?

answer

Using a picture of a family enjoying the food at home with a caption below the picture

question

Effective broadcast-based advertising should begin with an attention grabber and end with

answer

a summary of the message.

question

A sports bar is looking for a programming partner for its fall television advertising campaign. The best partner would be a station that specializes in

answer

sports programing.

question

Which advantage of an operation using cell phone applications is both convenient and environmentally advantageous?

answer

Paperless techniques do not require the use of coupons to be printed, mailed, or carried

question

In broadcasting, the estimated number of unduplicated audience members that tune in to a particular channel or program at least once during a reported time period is known as

answer

reach.

question

In broadcasting, the average number of times a single viewer is exposed to an ad during a given time period is known as

answer

frequency.

question

By which method could an operation make coupons available to a target market?

answer

Direct-mail advertisements

question

Two advantages of a direct mail campaign are that it

answer

can target specific markets, and there is a great deal of control over the content.

question

Computer-based and non-computer-based systems that deliver information via public airwaves are known as

answer

wireless communication channels.

question

A primary advantage of mass media or broadcast media advertising is that

answer

reaches large audiences.

question

A restaurant has established a list of e-mail addresses for its customers. This weekend it will be offering a special discount on its signature item, crab cakes. Which of the following would be an effective way to end this e-mail?

answer

Call now for reservations.

question

Individuals who stay electronically connected for reasons that include friendship, common interest, romantic relationship, or shared knowledge are referred to as

answer

social media networks.

question

In the subject line of an email used for marketing, a manager should include

answer

information stating the main purpose of the email.

question

A restaurant would like to optimize their use of social networking. It should

answer

communicate various things happening at the restaurant in addition to specials.

question

The biggest challenge in using apps for marketing is

answer

staying current with the latest trends.

question

Which communication channel or media type generally has the lowest costs for advertising?

answer

Newspaper

question

Cell phone apps are important in today's marketing efforts because

answer

they are so popular and are able to do so many things

question

Any form of marketing message that managers pay for and deliver in an identifiable but nonpersonal way is known as

answer

advertising.

question

Because it takes the form of making recommendations to guests about items the guests might be interested in buying, personal selling undertaken by service staff is often referred to as

answer

suggestive selling.

question

The most visible part of a company's advertising campaign is its

answer

advertising.

question

Once advertisements are in place, a manager must evaluate their effectiveness by utilizing

answer

objective measures.

question

The management team of a new restaurant has worked very hard to launch a series of advertisements and promotions for the restaurant's grand opening that use various media. This is known as

answer

an advertising campaign.

question

A restaurant advertises that this week, children under the age of 6 eat for free. This is an example of

answer

a promotion.

question

An established restaurant is about to reopen after a fire. The focus of its advertisements will probably be

answer

awareness.

question

To ensure a successful sales promotion, a manager should prepare staff members because the staff

answer

is the operation's best sales force.

question

A restaurant with an unusual concept is about to open. Management feels that the food is good and that if it can just get people to experience the food once, they will become loyal customers. The initial ads offer a grand opening special of a $5 discount on any entrée. The objective of this ad is

answer

trail.

question

A restaurant tracks how many times per month customers come into the store for lunch. It is tracking

answer

usage.

question

A bakery consistently uses the tag line "where freshness begins" in every advertisement and on all of its printed material. This bakery is trying to build

answer

its brand.

question

Suggestive selling in a restaurant setting should be performed by a trained

answer

server.

question

A manager has created a document in which he carefully notes the name of the activity, when it is to be initiated and completed, and the total cost for each advertising or promotional activity. This document is known as

answer

an advertising schedule.

question

In evaluating the effectiveness of an advertising campaign, the manager of a restaurant counts the number of customers that come to the restaurant and determines that as a result of the advertising campaign there were 10 percent more customers this month than last month. This form of measurement is said to be

answer

objective.

question

A manager sets a goal for the upcoming advertising campaign to increase customer counts significantly. This goal is said to be

answer

subjective

question

Which action must a manager take with final objective advertising data?

answer

Follow up on the information.

question

Trying to find new customers for a business is known as

answer

prospecting.

question

While meeting with a potential customer, a manager is told that the customer is not willing to book their event on the grounds that the banquet hall may be too small to accommodate all of the employees and their guests. This is known as

answer

an objection.

question

A customer orders an entrée. The server suggests that the customer may want to order the recently introduced appetizer while waiting for the entrée. This practice is known as

answer

upselling.

question

The number of times a customer frequents an operation is known as

answer

usage.

question

The first step in assessing the effectiveness of a personal selling campaign is for the manager to

answer

record all sales calls and the amount of revenue generated by each person assigned personal selling tasks.

question

A manager meets one of the event sales staff people in the hallway and asks what she or he thinks of the new event menu. The manager is trying to

answer

informally access the event sales staff person's knowledge of the new menu.

question

The term that describes all of the activities that retail managers perform when selling their products is

answer

merchandising.

question

Any form of paid marketing message is referred to as

answer

advertising.

question

A restaurant is known for its wonderful desserts, particularly, its pies. It decides to sell whole pies to its customers. Which component of its on-site merchandising program would this be?

answer

Products

question

A casual restaurant does primarily lunch business for business people. It sells freshly baked cookies in small bags and has them available for purchase right beside the cash register, as people are paying their bills. Which component of the restaurant's on-site merchandising program would this be?

answer

Placement

question

Poor customer service can cause a marketing plan to fail. Poor customer service is

answer

an internal factor.

question

Evaluation of the marketing plan

answer

should begin immediately after the completion of the last event in the plan.

question

The purpose of evaluating the marketing plan is to determine

answer

what went right and what went wrong.

question

When evaluating personal selling, managers

answer

compare the number of activities in the marketing plan to the number of activities actually completed.

question

When managers evaluate a marketing plan, the differences between planned results and actual results are known as the

answer

variances.

question

Who ultimately defines the promptness of service?

answer

Customer

question

Comparison of all the servings of a menu item that are sold to the total sale of all competing menu items is referred to as

answer

menu mix.

question

Last Saturday night, 27 servings of the most popular entrÈe were sold. In all, 90 entrees were sold. This specific entrÈe represents

answer

30 percent of the menu mix.

question

The formula for contribution margin is

answer

Item selling price ñ item food cost = contribution margin

question

The industry term that refers to the thoughts and opinions about an operation that customers express to the operationís owners, managers, and staff is

answer

customer feedback.

question

A customer has complained about a server. The manager should

answer

take the comment seriously.

question

Management assessment techniques used for product quality control should include

answer

random taste-testing and secret shoppers.

question

The first step in assessing product quality is for the manager to

answer

check each plate as it comes from the kitchen on its way to the customers.

question

An advantage of the manager assessing food quality by observing the kitchen employees prepare orders and the employeesí approach to mise en place is that

answer

it allows the manager to see how things are actually done.

question

A manager notices a customer looking around the dining room and with an empty plate. An appropriate action for the manager would be to

answer

ask the customer whether everything is all right.

question

To ensure that all areas of the restaurant are cleaned on a regular basis, a manager should

answer

develop a cleaning schedule.

question

A manager expects a marketing campaign to generate $12,000 of revenue. The actual results are only $9,000. What is the variance expressed as a percentage?

answer

-25%

question

The length of time it takes for an investment to pay for itself is known as the

answer

payback period.

question

A restaurant would like to purchase an additional grill for the cook line at a cost of $15,000. Because of its increased cooking capacity, the restaurant estimates that this grill would allow it to serve an additional 1,000 people per year with an average contribution margin of $5.00. What is the payback period?

answer

3 years

question

A restaurant has decided to purchase an additional grill for the cook line at a cost of $15,000. The restaurant estimates that this grill will last 20 years and that it will be able to serve approximately 5,000 steaks per year. The steak dinner has a contribution margin of $5.00. What is the expected return on investment over the life of the grill?

answer

333.3 percent

question

A restaurantís most effective marketing tool is

answer

its menu.

question

To lessen the impact of price in the decision-making process, menus should list the price of the item

answer

immediately following the itemís description.

question

This type of vegetarian includes eggs in their vegetarian diet.

answer

Ovo-vegetarian

question

These eight food itemsópeanuts, fish, shellfish, milk, tree nuts, soy, eggs, and wheatóaccount for what percentage of all allergies?

answer

90 percent

question

When designing a menu, which important aspects should be considered?

answer

Target market, competition, and consumer trends

question

One main principle of pricing psychology states that customers perceive

answer

a price of $6.00 and $6.99 as being about the same.

question

One way to attract customers is to offer

answer

a unique or signature item.

question

A food fad

answer

grows rapidly, peaks, and declines quickly.

question

Pricing products and services based on their worth in usefulness or importance to the buyer is known as

answer

value pricing.

question

Low-end value pricing typically ends in

answer

$0.99, as in $2.99

question

This type of menu has different prices for each menu item. The customer bill is based on the total of the prices of the items ordered.

answer

a la carte menu.

question

A nursing home is most likely to have which type of menu?

answer

Cyclical

question

The number of times a dining room table is seated during a meal period is referred to as

answer

table turn.

question

Menus should focus the readerís attention on the

answer

item descriptions.

question

On a tri-fold menu the prime real estate area is

answer

the center panel, toward the top.

question

When considering the type size for a menu, the most important factor to remember is that the type should

answer

be easy to read.

question

The most effective sales and marketing tool in a restaurant is its

answer

menu.

question

Which guidelines were issued by the National Restaurant Association in 1984 to ensure that the menu description matches what was actually served?

answer

Truth in Menu Guidelines

question

Savings on the amount of equipment needed for production, inventory, and space needed are all advantages of the

answer

limited menu.

question

In deciding whether to add a new item to the menu, the first step is to

answer

establish goals for the new item.

question

While supporting the theme or type of food offered, an important goal of a beverage menu is to

answer

make customers aware that the restaurant serves alcoholic beverages.

question

A fast-casual restaurant using midrange value pricing will most likely use which price for an entree?

answer

$10.95

question

Beverage menus should

answer

follow the same format and theme as the food menu.

question

Approximately what percentage of the space on a menu page should be blank?

answer

50 percent

question

A restaurant is offering an incentive for customers to come and have a meal there. This is known as

answer

sales promotion.

question

A story about the grand opening of a local restaurant is printed in the local paper. The restaurant did not pay for this article nor does it have any control over what is printed. This is known as

answer

publicity.

question

Effective public relations activities have the impact of

answer

building name recognition.

question

A marketing message whose content is paid for and controlled by the business is known as

answer

advertising.

question

When the marketing message is presented face-to-face, it is referred to as

answer

personal selling.

question

Public relations events should be designed to

answer

draw customer awareness to an organization.

question

A manager is analyzing last monthís sales figures and determines that business is slowest on Monday nights. The manager would like to increase business on Monday nights by initiating a sales promotion. Which step in the sales promotion process has the manager just completed?

answer

Identify sales promotion objectives.

question

A manager would like to increase the customer base for the restaurant. In order to do this, a sales promotion will be initiated in which

answer

a coupon good for one free entrÈe with the purchase of another entrÈe will be included in an upcoming advertisement in the local paper.

question

Which statement best reflects a reasonable and measurable sales promotion objective?

answer

The restaurant will aim to increase the number of families dining in on Mondays or Tuesdays by 10% with coupons for free beverages during the month of June.

question

Every week a local pizzeria includes a flyer with that weekís special offers in the local newspaper. It decides to continue this practice, even though it cuts into profits because most of the customers use the coupons listed on the flyer. As the pizzeriaís marketing advisor, you suggest that the business

answer

gradually phase this practice out or limit the offers, since they have effectively lowered the customerís perception of the value of its pizza.

question

A restaurant offers customers a card that is initialed every time they purchase an entrÈe of $8.00 or more. When the card is full, they receive a free entrÈe with a value of $10 or less. This is known as

answer

a frequent dining program.

question

To introduce a new beer, a local brewpub is offering a free beer glass with the purchase of a pint of this beer. This is known as a

answer

promotional premium.

question

Providing publicity material to the media and working with media representatives is known as

answer

media relations.

question

A restaurant has a small bulletin board placed right beside the cash register where customers can easily see it as they are paying their bills. This bulletin board is used to display the daily specials, all POP and POS materials, customersí business cards, and the announcement for the employee of the month. Often announcements are posted on top of other information. As the new manager of this operation you decide to

answer

move the POP, POS, and special information to an attractive and new light-board that will be placed just inside the entrance where customers will see it as they walk in.

question

Providing publicity materials to the media and working with media representatives is known as

answer

media relations.

question

Effective trial sales promotion campaigns should be based on

answer

a beginning and end date of any promotion.

question

The manner in which a business handles a major event that threatens the reputation and survival of a business is known as

answer

crisis management.

question

A new restaurant provides a packet of information to the local media. This packet includes information about the opening, the management, and the chef. This packet of information is known as

answer

a press release.

question

Which is an example of publicity?

answer

A restaurant review by a food critic

question

A series of targeted activities, promotions, and advertisements designed to raise awareness or enhance the image of an establishment is known as a

answer

PR campaign.

question

In an urban area, one street is home to several nightclubs, restaurants, and music venues. This type of area is known as

answer

an entertainment district.

question

Which sales promotion method is used primarily to increase customer loyalty?

answer

Frequent diner programs

question

An advantage of public relations is that it

answer

can lower the advertising budget.

question

Policies and procedures managers put in place to identify the specific ways an operation will reward its best customers are known as a

answer

guest loyalty program.

question

To create loyal customers, the first question managers need to ask is,

answer

"What do my customers want?"

question

The first step to ensure good publicity is to build positive relationships with the

answer

local community.

question

Restaurants that involve interacting with the people in the local area in order to create awareness of and trust of their business are practicing good

answer

community relations.

question

A restaurant with a target market of young professionals would like to partner with an organization to create a positive image with its customer base. The best partner would be a

answer

local business club

STUDY

Employee Of The Month Employee Stock Ownership Plan Methods Pay For Performance Profit Sharing Plan Profit Sharing Plans

Dessler Human Resource Management Chapter 12 Pay for Performance and Financial Incentives Lindenwood University – Flashcards 24 terms

Daphne Armenta

24 terms

Preview

Dessler Human Resource Management Chapter 12 Pay for Performance and Financial Incentives Lindenwood University – Flashcards

question

Financial Incentives

answer

Financial rewards paid to workers whose production exceeds some predetermined standard

question

Productivity

answer

The ratio of outputs(goods and services) divided by the inputs (resources such as labor and capital)

question

Fair day's work

answer

Output standards devised based on careful, scientific analysis

question

Scientific management

answer

Management approach based on improving work methods through observation and analysis

question

Intrinsic Motivation

answer

Motivation that derives from the pleasure someone gets from doing the job or task

question

Expectancy

answer

A person's expectation that his or her effort will lead to performance

question

Instrumentality

answer

The perceived relationship between successful performance and obtaining the reward

question

Valence

answer

The perceived value a person attaches to the reward

question

Behavior Modification

answer

Using contingent rewards or punishment to change behavior

question

Variable Pay

answer

Any plan that ties pay to productivity or profitability, usually as one-time lump payments

question

Piecework

answer

A system of pay based on the number of items processed by each individual worker in a unit of time, such as items per hour or items per day

question

Straight Piecework

answer

An incentive plan in which a person is paid a sum for each item he or she makes or sells, with a strict proportionality between results and rewards

question

Standard Hour Plan

answer

A plan by which a worker is paid a basic hourly rate but is paid an extra percentage of his or her rate for production exceeding the standard per hour or per day. Similar to piecework payment but based on a percent premium

question

Merit pay (merit raise)

answer

Any salary increase awarded to an employee based on his or her individual performance

question

Annual Bonus

answer

Plans that are designed to motivate short-term performance of managers and which are tied to company profitability

question

Stock Option

answer

The right to purchase a stated number of shares of a company stock at today's price at some time in the future

question

Golden Parachute

answer

A payment companies make in connection with a change in ownership or control of a company

question

Team (or group) incentive plan

answer

A plan in which a production standard is set for a specific work group, and its members are paid incentives if the group exceeds the production standard

question

Organization-wide incentive plan

answer

Incentive plan in which all or most employees can participate

question

Profit-sharing plan

answer

A plan whereby employees share in the company's profits

question

Scanlon plan

answer

An incentive plan developed in 1937 by Joseph Scanlon and designed to encourage cooperation, involvement, and sharing of benefits

question

Gainsharing Plan

answer

An incentive plan that engages employees in a common effort to achieve productivity objectives and share the gains

question

Earnings-at-risk pay plan

answer

Plan that puts some portion of employees' normal pay at risk if they don't meet their goals, in return for possibly obtaining a much larger bonus if they exceed their goals

question

Employee stock ownership plan (ESOP)

answer

A corporation contributes shares of its own stock to a trust in which additional contributions are made annually. The trust distributes the stock to employees on retirement or separation from service.

STUDY

Customer Relationship Management Customer Touch Points Employee Of The Month Farmers And Workers Marketing Sales Force Automation Systems Analysis

Chapter 12 BITM 330 – Flashcards 22 terms

Killian Parsons

22 terms

Preview

Chapter 12 BITM 330 – Flashcards

question

Small companies do not need expensive CRM software because they know their customers personally (T/F)

answer

False

question

Small companies like Ruby's Club need to balance the use of social communication tools like Facebook and Twitter with the community atmosphere of their company (T/F)

answer

True

question

As more and more people shop online, the importance of personalization in marketing and sales efforts is actually increasing (T/F)

answer

True

question

Customer relationship management software

answer

Manages email distribution, schedule, billing, and customer information

question

Customer relationship management is important to all organizations, but it is relevant only to marketing professionals because other professionals, such as accountants, do not ever come into contact with customers (T/F)

answer

False

question

CRM represents a major break with personal marketing (T/F)

answer

False

question

Organizational goals for customer relationship management include:

answer

Maximizing revenue stream from a given customer over multiple years

question

Customer relationship management systems provide the infrastructure to support an organization's CRM strategy (T/F)

answer

True

question

High-end customer relationship management systems are designed to process the high volume of transactions for an enterprise with many customers who make relatively small purchases (T/F)

answer

False

question

Low-end customer relationship management systems are designed for small enterprises that cannot afford more complex systems (T/F)

answer

False

question

Customer touch points:

answer

Actual physical interactions with customers that take place in store Store visits, direct mailings, and telephone calls Internet-based activities such as e-mail, Web Sites, and Twitter

question

Collaborative customer relationship management systems enable the customer to provide feedback on the product or service (T/F)

answer

True

question

Collaborative customer relationship management systems enable the organization's functional areas to share information about the customer (T/F)

answer

True

question

Customer relationship management is important to organizations because:

answer

-In an Internet-based marketplace, it is very easy for customers to move to a competitor. -Maintaining positive relationships with customers creates value for the organization -Data about customers can be located in different functional areas such as accounting and logistics

question

Operational CRM systems support processes that directly interact with the customer (T/F)

answer

True

question

In customer-facing applications, customers interact directly with a company representative (T/F)

answer

True

question

Customer-facing applications are operational CRM systems that can:

answer

-Automate service requests, complaints, product returns, and requests for information. -Automatically record all of the components in a sales transaction process, including all contacts made with a customer. -Enable marketers to identify the best customers, manage marketing campaigns, and generate leads for the sales team.

question

The purpose of analytical CRM systems is to use multiple communication channels, such as the Web, telephone, and Twitter, to support the communication preferences of the customer (T/F)

answer

False

question

On-demand CRM systems are purchased from a software vendor by an organization and installed on the company's site so that the system is available whenever the organization needs it (T/F)

answer

False

question

Mobile CRM systems involve interacting with consumers directly through their own portable devices (T/F)

answer

True

question

Open-source CRM systems are customizable, but companies have to worry about their quality (T/F)

answer

True

question

Analytical CRM is:

answer

A system that examines customer behavior and perceptions to provide business intelligence.

STUDY

Business Business Law Business Management Employee Of The Month

Flashcards and Answers – GEB Chapter 4 25 terms

Elizabeth Mcdonald

25 terms

Preview

Flashcards and Answers – GEB Chapter 4

question

Encouraged by the new Sarbanes-Oxley law, individuals who report unethical or illegal behavior within an organization are referred to as ____________. a) compliance police b) whistleblowers c) corporate raiders d) vigilantes

answer

question

The most basic question in an ethics-based management system is asking the question: a) Is it balanced? b) Is it legal? c) Who will know? d) Has it been done before?

answer

question

Progressive companies today use __________ to communicate their CSR efforts with the public. Toyota, for example, ran a contest where it donated 100 cars to nonprofit organizations, voted on by Facebook™ and Twitter™ participants. a) free magazine, newspaper, and TV ads b) government-supported direct mail campaigns c) social media d) employees and internal public relations

answer

question

Which of the following is not included as one of the questions we must ask when faced with an ethical dilemma? a) Is it legal? b) How will it make me feel about myself? c) Is it acceptable if everyone else is doing it? d) Is it balanced?

answer

question

Which of the following is not a part of an integrity-based ethics code? a) Defines an organization's guiding principles b) Supports ethically sound behavior c) Emphasizes strong penalties for wrong-doers d) Stresses shared accountability

answer

question

A few months ago, Pedro's Pizza House, a large nationwide chain of restaurants, purchased one of its competitors, Italian Stallion Pizza Stations, for $800 million. Italian Stallion stockholders got a very fair deal for their stock they owned in the company. However, the purchase was not without its problems. An issue arose when it was disclosed that somehow a member of Pedro's management team mentioned the deal to a person he sat next to on a flight from LA to Seattle. That person called five of his relatives and several friends. They quickly bought shares of Italian Stallion and purchased the stock before the acquisition became public. These actions are called _________. a) acquisition stalking b) pro-current procurement c) insider trading d) moral impropriety

answer

question

When it comes to ethical behavior: a) many Americans decide what's ethical based upon the situation in which they find themselves. b) most Americans have an absolute sense of what is moral. c) most Americans give a considerable amount of time to helping their communities. d) employees rarely violate safety standards or "goof off" at work.

answer

question

When an F5 (category 5) tornado hit a town in southern Missouri, the people that lived there needed the basics: food, water, and shelter. The owners of Boccardi's Ristorante in St. Louis drove several hours with a van of employees, equipment, and food to donate what they could to help the storm victims. The business term we use to describe this philanthropic action is ___________________, where a company donates what it does best to help make a situation better. a) social impact program b) corporate beneficial management c) corporate social initiative d) corporate inclusion policy

answer

question

Ethics are the standards of right and wrong set for us by society, whereas the law is __________. a) a higher calling where society acknowledges that we must take a higher level of action against what may be perceived as a wrongful act b) the specific and certain way of solving right and wrong that goes beyond what we consider good ethical behavior c) the minimum protection a society enacts toward behavior that is harmful to many d) obeyed strictly out of compliance, whereas ethical behavior is in complianc

answer

question

Which of the following statements reflects upon the difficulty companies face when requiring international suppliers to follow environmental and human rights standards set by U.S. firms? a) It's the age-old reality: "Out-of-sight, out-of-mind." U.S. companies tend to overlook and forget human rights abuses abroad. b) Multinational corporations are committed to operating within the legal limits of U.S. law. U.S. law does not require U.S. firms to comply because of competitive advantage concerns. c) U.S. companies follow the lead of consumers, and at this time, there is no evidence of a trend toward concern for better human rights and environmental standards. d) Both economics and culture enter into the discussion of fairness concerning international suppliers who do business with U.S. firms.

answer

question

Besides environmental groups, unions, and investors, a relatively new type of watchdog organization that reports on corporate social responsibility efforts is _____________. a) corporate raider divisions b) secondary market companies c) internal search and occupy organizations d) socially conscious research organizations

answer

question

If your supervisor directed you to enter false information into a sales order book and told you if you refused that you would lose your opportunity for promotion, you would probably consider this situation to be a(n) ________. a) win-win situation b) corporate accountability issue c) ethical dilemma d) important act of self-interest

answer

question

American businesses are: a) demanding socially responsible behavior from international suppliers, particularly in the areas of environmental standards and human rights issues. b) holding international suppliers to different standards than American companies must adhere to in the United States. c) demanding that international suppliers adhere to higher, more costly standards than their American counterparts. d) not concerned with the ethical or socially responsible behavior of their international suppliers.

answer

question

The last recession changed the way many companies offer support to people and communities in need. Many companies ______________. a) increased financial donations to local areas but pulled away from national and global contributions b) decreased financial donations and eliminated support in almost every way c) decreased financial donations but encouraged their employees to volunteer their time to corporate social initiatives and projects d) increased their financial donations because they understood how badly society needed a helping hand

answer

question

Jake served on a committee of employees who were charged with selecting three co-workers to honor at the holiday banquet. One employee whose name was at the top of everybody's list was instrumental in helping another employee who failed to wear his protective headgear to avoid suffering a serious head injury. Although this was a noble act, Jake knew that the hero was frequently negligent about wearing his own headgear. Jake knew that several other employees followed strict company policy every day and always wore their headgear; yet, they were not being acknowledged for their compliance. According to Norman Vincent Peale, which of the following questions should Jake refer to as he proceeds to make an ethical decision? a) Is the action I am proposing to take something the boss would like to promote among workers? b) How does the action I am proposing to take make me feel about myself? c) Does the action I am about to take follow universal business practices? d) How can my decision help elevate my own status within the firm?

answer

question

According to the text, ethical behavior begins with: a) religious and community leaders. b) government regulations and laws. c) top corporate leaders. d) ourselves.

answer

question

Organizational ethics begins: a) at the top levels of management. b) only with full-time employees. c) with the labor unions and employee groups. d) with mid-level and supervisory managers.

answer

question

Which of these actions is least likely to restore the trust of the American public in the free-market system? a) Passing stricter accounting and financial reporting laws. b) Punishing those who have broken the law. c) Define the concept of ethics more narrowly, and make the definition closer to the definition of legality. d) Passing new laws making business, religious and government leaders more accountable for their actions.

answer

question

Government and business leaders are being held to: a) lower ethical standards than in the past. b) ethical standards in the U.S., but unfortunately foreign leaders are not being subjected to ethical scrutiny. c) ethical standards are often unreasonable and cannot be met by most leaders. d) higher ethical standards than in the past.

answer

question

The Pak-It-Your-Way Company makes custom packaging of all kinds. The firm has evolved into a big business due to quality and innovative work. Recently, top management asked company departments to list and evaluate the kinds of socially responsible efforts conducted internally and externally in the business and also to list negative occurrences that supervisors observed. Top management is essentially conducting a(n)_____________. a) social audit b) aggregate independent appraisal c) 360-review d) internal investigation

answer

question

U.S. companies that operate abroad, particularly those who contract with foreign companies, are now ________ human rights and environmental standards followed by U.S. law. a) separating themselves from suppliers who violate b) asking suppliers to lower their standards to be in compliance with c) free from the concern of d) requiring suppliers to be evaluated monthly concerning

answer

question

Which of the following is the best reason for a business to be managed ethically? a) So that government regulators will not be able to complain about the ethical behavior of the company. b) If the company is engaged in a lawsuit, the ethics code can be used as a legal defense. c) An ethically managed business helps to reduce employee turnover. d) Business leaders don't want to get caught behaving unethically.

answer

question

The first day on the job waiting tables at a popular restaurant, Ashley noticed that when one member of the wait staff was serving a very large party, the other waiters would help with carrying food to the tables and even checking to make sure water glasses were filled. Although these actions were not part of the mandatory wait staff training, Ashley perceived that wait staff members who were not attentive in helping out were not viewed as team players by the majority of employees. Ashley was observing an example of the ___________ followed at this organization. a)social order ethics b) integrity-based ethics c) compliance-based ethics d) actual ethics

answer

question

A legal provision known as the _______________ now provides an award for whistleblowers whose actions result in a legal conviction. The monetary award may total as high as 30% of the amount collected for violations, above the first $1 million. a) Sarbanes-Oxley Ruling b) Internal Audit Company Protection Act c) Dodd-Frank Wall Street Reform and Consumer Protection Act d) Sherman Act

answer

question

Proponents of corporate social responsibility strongly believe in benevolence; however, they still want their businesses to be profitable. In the long run, they believe ______________. a) benevolence can lead to a vote of no confidence by company stakeholders b) CSR can lead to even more profits c) the fastest way to demoralize your stakeholders is to spend too much money supporting social issues, such as having employees assist in community efforts d) firms should take added caution not to support government programs that protect the environment

answer

STUDY

Accounting Business Management Employee Of The Month Free Trade Zones Human Resource Management Management Opportunities For Women Part Time Workers

International Management- Cosby- Quiz 7 – Flashcards 19 terms

Lewis Gardner

19 terms

Preview

International Management- Cosby- Quiz 7 – Flashcards

question

There are various categories of resources, both people and processes, which IHR managers and others must develop and maintain; in particular it is essential for them to ____

answer

develop effective global management teams

question

Effective human resource management of a company's global cadre ends with ____

answer

successful repatriation of the executive into company headquarters

question

The psychological process of readapting to one's home culture after working in a host-country culture is called ____

answer

reverse culture shock

question

Which of the following best explains the attrition rate for expatriates?

answer

expatriates feel unappreciated and dissatisfied both during and after the assignment and leave the company

question

_____ are all about learning how to deal with a wide range of people, to adapt to their cultures through compromise, and not to be a dictator

answer

managerial skills

question

In the globalized economy, the knowledge and management resources required for the firm to succeed are no longer concentrated in a single region but are distributed around the world. True/False?

answer

True

question

According to research, what practices should firms follow when making international assignments in order to ensure a high degree of job satisfaction and limited turnover?

answer

- They focus on knowledge creation and global leadership development - They assign overseas posts to people whose technical skills are matched or exceeded by their cross-cultural abilities - They end expatriate assignments with a deliberate repatriation process

question

What are the three phases of the expatriate transition process? Briefly describe each phase.

answer

- The exit transition from the home country, the success of which will be determined primarily by the quality of preparation received by the expatriate - The entry transition to the host country, in which successful acculturation or early exit will depend mostly on monitoring and support - The entry transition back to the home country or a new host country, in which the level of reverse culture shock and the ease of re-acculturation will depend on previous stages of preparation and support

question

The term ____ describes a collection of managers in or from several countries who must rely on group collaboration if each member is to experience optimum success and goal achievement.

answer

global management team

question

Which of the following is true with regard to virtual teams?

answer

the members of virtual teams interact through computer-mediated communication systems

question

____ is the ability to convey goals and train team members to use the collaborative technology effectively.

answer

task facilitation

question

Discuss the conflicts associated with transnational teams.

answer

- Teams comprising people located in far-flung operations are faced with often- conflicting goals of achieving greater efficiency across those operations, responding to local differences, and facilitating organizational learning across boundaries - Conflicts arise based on cultural differences, local work norms and environments, and varied time zones

question

Overall, more managerial opportunities are available for _______ women than for women in most other countries.

answer

American

question

_____ refers to a process of negotiations between workers and managers.

answer

collective bargaining

question

Which of the following is a constraint frequently placed on management by organized labor?

answer

limits on the firm's ability to vary employment levels when necessary

question

Which of the following is the most likely reason for falling union membership in industrialized countries?

answer

rising proportion of temporary and part-time workers

question

____ unions are based on certain occupational skills.

answer

craft

question

The mission of the International Labor Organization is to ________.

answer

ensure that humane conditions of labor are maintained

question

Define labor relations. What are the three main dimensions of the labor-management relationship that a global manager needs to consider?

answer

- Labor Relations: refers to the process through which managers and workers determine their workplace relationships. This process may be through verbal agreement and job descriptions, or through a union's written labor contract that has been reached through negotiation in collective bargaining between workers and managers - Three main dimensions: o The participation of labor in the affairs of the firm, especially as this affects performance and well-being o The role and impact of unions in the relationship o Specific human- resource policies in terms of recruitment, training, and compensation

STUDY

Business Management Consumer Price Index Consumer Purchasing Power Employee Of The Month International Marketing Meeting The Needs Public Relations

MGT 300 Quiz 2 – Flashcards 61 terms

Will Walter

61 terms

Preview

MGT 300 Quiz 2 – Flashcards

question

The environments in which businesses operate are increasingly ____, requiring managers to be ready to react and respond to even subtle environmental shifts.

answer

dynamic

question

____ includes all elements existing outside the boundary of the organization that have the potential to affect the organization.

answer

Organizational environment

question

____ system draws resources from the external environment and releases goods and services back to it.

answer

Open

question

All of these are a part of an organization's task environment EXCEPT

answer

Employers

question

Which of these is NOT a part of an organization's general environment?

answer

Competitors

question

____ is a part of Ford's, the U.S. auto manufacturer, task environment.

answer

Chrysler

question

____ is a part of an organization's internal environment.

answer

Its salespeople

question

Molly Madison received "The Employee of the Month" Award at Internal Workings Remodeling Service in April. Molly would be considered a part of which of these for Internal Workings?

answer

Internal environment

question

The ____ of the external environment represents events originating in foreign countries as well as opportunities for American companies in other countries.

answer

International dimension

question

Scientific and technological advancements in a specific industry as well as in society at large are included in which general environment dimension?

answer

Technological dimension

question

Which dimension of the general environment represents the demographic characteristics, norms, customs, and values of the population within which the organization operates?

answer

Socioeconomic dimension

question

When Miami Herald launches a Spanish-language newspaper, El Nuevo Herald, with articles emphasizing Hispanic, Cuban, and Latin American news and sports, it is responding to changes in ____ environment.

answer

sociocultural

question

____ environment consists of demographic factors, such as population density.

answer

Sociocultural

question

Anyone considering doing business in China, according to Spotlight on Skills in Chapter 2, should keep in mind all of the following rules except:

answer

Be efficient with use of time

question

Which of the following rules, according to Spotlight on Skills in Chapter 2, is about forging an emotional bond?

answer

Don't skip the small talk

question

Lying at the heart of Chinese culture, ____ is a supportive, mutually beneficial connection between two people.

answer

guanxi

question

The general environment dimension that includes consumer purchasing power, the unemployment rate, and interest rates is called the

answer

economic dimension

question

A government inspection has required your company to upgrade the safety equipment in the manufacturing process of ice creamery. What dimension of the external environment has influenced these upgrades?

answer

Legal-political

question

The ____ dimension of the general environment includes federal, state, and local government regulations.

answer

legal-political

question

An interest group that works within the legal-political framework to influence companies to behave in socially responsible ways is called a(n)

answer

pressure group

question

Today's companies compete in a ____.

answer

borderless world

question

In which stage, market potential is limited to home country, with all production and marketing facilities located at home?

answer

Domestic

question

In the ____ stage a company usually adopts a multidomestic approach.

answer

International

question

Global Dandelion, with explosion of international operations stage of developement, is participating at what stage of globalization in the international arena?

answer

Multinational

question

Quality-cast Telecom with an export-oriented, multidomestic strategic orientation would be participating in what stage of the international arena?

answer

Multinational

question

The process of globalization typically passes through all of the following stages EXCEPT

answer

interdomestic stage

question

Which of the following refers to engaging in the international division of labor so as to obtain the cheapest sources of labor and supplies regardless of country?

answer

Outsourcing

question

The Maquiladora industry along the Texas-Mexico border on the Mexico side uses cheap labor for assembling products. This lowers the price for U.S. consumers and is an example of

answer

outsourcing

question

Most firms begin with which strategy to enter foreign markets?

answer

Exporting

question

Which of the following is an entry strategy in which the organization maintains its production facilities within its home country and transfers its products for sale in foreign markets?

answer

Exporting

question

What is exporting?

answer

Countertrade, the barter of products for products, often used in developing nations, and items produced in the home country for sale in foreign markets

question

A form of exporting to less-developed countries is called

answer

countertrade

question

As a first step into international business, which two countries are most companies going to today?

answer

China and India

question

____ is the most widespread approach to international involvement in China and India.

answer

Outsourcing

question

The management of business operations conducted in more than one country is called

answer

international management

question

____ aspects of management do not change when doing business internationally.

answer

All

question

Language, values, religion, and education all describe which dimension in the international environment?

answer

Sociocultural

question

In international operations, the economic environment represents all of the following factors EXCEPT

answer

laws and regulations

question

Resource development, infrastructure, and exchange rates all describe which dimension in the international environment?

answer

Economic

question

In international operations, the economic environment includes

answer

infrastructure

question

Which of the following refers to the code of moral principles and values that govern behaviors with respect to what is right and wrong?

answer

Ethics

question

Which of the following is an individual who must make an ethical choice in an organization?

answer

The moral agent

question

A new drug has not been approved by the FDA to sell in the US because further testing is needed. The company has a chance to sell its product in another country immediately to start recovering its research and development costs now instead of waiting three years. The assumption that "If it's not illegal, it must be ethical," ignores which of the following?

answer

Domain of ethics

question

Bell Electronics decided to continue operations at a newer plant while shutting down another that needed extensive remodeling. More than 300 people lost their jobs as the result of this decision, but 5,000 people were able to keep working. The decision was justified on the basis of what was created the greatest good for the greatest number is an example of what approach?

answer

Utilitarian

question

Most of the laws guiding human resource management are based on the

answer

justice approach

question

Which of the following responsibilities is purely voluntary and is guided by a company's desire to make social contributions not mandated by economics, law, or ethics?

answer

Discretionary

question

____ is the responsibility that goes beyond societal expectations to contribute to the community's welfare.

answer

Discretionary responsibility

question

____ means that managers are honest and trustworthy, fair in their dealings with employees and customers, and behave ethically in both their personal and professional lives.

answer

Ethical leadership

question

A code of ____ is a formal statement of the company's values concerning ethics and social issues.

answer

ethics

question

Statements that define fundamental values and reference organizational responsibilities, products and employees are often called ____.

answer

principle-based

question

An example of an ethical structure is

answer

chief ethics officer

question

When an official is given the responsibility of overseeing all aspects of ethics and legal compliance. S/he is referred to as

answer

a chief ethics officer

question

Which of these is the disclosure by an employee of an illegal activity?

answer

Whistle blowing

question

____ is not part of the structures and systems pillar of an ethical organization.

answer

Rewarding ethical behavior

question

The relationship between social responsibility and financial performance has been shown to be ____.

answer

positive

question

Anne Chinoda, top executive at Florida Blood Centers, is under pressure to resign because she took a $71,000 pay increase just months before she laid off 42 employees. Chinoda's decision lies in the

answer

domain of ethics

question

A recent poll found that ________ percent of people surveyed say corporate America's moral compass is pointing in the wrong direction.

answer

question

When the USS Indianapolis sank after being torpedoed, one Navy pilot disobeyed orders and risked his life to save men who were being picked off by land sharks. The Navy pilot was operating from the ________ level of moral development.

answer

postconventional

question

The profit-maximizing view of economic responsibility is advocated by ________.

answer

Milton Friedman

question

Of the following, which may whistle-blowers suffer?

answer

Job loss, ostracism, transfer to lower-level position, and a hostile work environment

question

Examples of unethical behavior toward ________ include a hostile work environment and violations of health and safety rules.

answer

employees

STUDY

Business Management Employee Of The Month Marketing Monitors And Controls Organizational Psychology

MGT 304 – Flashcards 375 terms

Robert May

375 terms

Preview

MGT 304 – Flashcards

question

The goal-setting theory has most value in countries where ________.

answer

subordinates are reasonably independent

question

Which of the following is true about Herzberg's two-factor theory?

answer

Herzberg's theory has influenced how we currently design jobs

question

In the job characteristics model, task significance refers to the degree to which a job ________.

answer

has a substantial impact on the lives or work of other people

question

Which of the following is a framework for analyzing and designing jobs that identifies five primary core job dimensions, their interrelationships, and their impact on outcomes.

answer

job characteristics model

question

________ refers to the degree of control employees have over their work.

answer

Job depth

question

Which of the following is true about managing cross-cultural motivational challenges?

answer

Most current motivation theories were developed in the United States by Americans and about Americans.

question

Which of the following methods of communication offers high scanability?

answer

Publications

question

Jon is the manager of the Finance department. He has to inform the employees in the department about the introduction of a new analytical software and the resultant changes in procedures. Which of the following types of communication does he use?

answer

Downward

question

In the job characteristics model, ________ refers to the degree to which a job requires completion of a whole and identifiable piece of work.

answer

task identity

question

Which of the following is a disadvantage of using IT in organizational communication?

answer

psychological costs

question

To maximize motivation among today's workforce, managers need to think in terms of ________.

answer

flexibility

question

Goal-setting theory says that ________.

answer

difficult goals, when accepted, result in higher performance than do easy goals

question

Types of Communication Networks (Scenario) Rick Smith is a regional sales manager for a health care information technology firm called MediFax, based in Nashville, TN. Rick is responsible for overseeing 15 salespeople covering over 20 states spanning the mid-South to the Northeast. When the company was smaller and there were fewer salespeople, communication flowed freely from the field back into all areas of the home office-customer service, development, accounting and finance, and top management. However, as the company has grown, its structure has become more mechanistic. Communications to and from the field now flows according to the formal chain of command. As a result, the firm has been slower to recognize shifts in the market and respond to important market-based information delivered by the sales force. This has reduced the motivation of the sales team who are now reluctant to forward information to the home office because they perceive that it won't be acted upon anyway. The management has asked Rick to review this issue and provide recommendations for improving the situation. Rick believes that it might be more effective if incoming market-based information and outgoing response and direction were to flow through a central figure, the regional sales manager for each region. He, therefore, prefers ________ network for communication.

answer

wheel

question

In an effort to improve communication within the Accounts department of a large organization, the department head puts a suggestion box at the door and invites employees to communicate their thoughts, ideas, concerns, or grievances to the managers in the department. Which of the following methods of communication is he encouraging?

answer

upward

question

"Flo" of Communication (Scenario) Recently the employees of Chatterbox Enterprises, Inc., received a letter from the vice president of operations explaining that a new production facility would be built in Chatland City, AL. It was also stated that about one-fourth of the employees from the current Chatland City facility would be transferred to the new facility and if employees wanted to volunteer for the transfer, they could do so by meeting the human resource manager and filling out a request form. Sam, a production supervisor, first went to Florence, the purchasing manager, who had already volunteered to transfer, to discuss with her the possibility of becoming her inventory control supervisor at the new facility. Florence told Sam that Ruth, the current inventory control supervisor, would not be transferring and that she would consider his request When Sam went to the human resource manager and applied for transfer to the new facility, he was participating in which type of organizational communication?

answer

Formal

question

Complexity capacity refers to the degree to which the communication method ________.

answer

effectively processes complicated messages

question

Downward communication is used ________.

answer

to coordinate and evaluate employees

question

In the context of Maslow's hierarchy of needs theory, when a company names an "Employee of the Month" and "Employee of the Quarter," the company is addressing employees' ________ needs.

answer

esteem

question

The Sword and the Millstone (Scenario) Sandra Millstone, the CEO of Excalibur Manufacturing Company, had concluded that the company would have to reduce its employee group by 10 percent as the industry was severely hit by the ongoing economic recession. She spent over 30 hours preparing charts, tables, graphs, diagrams, and other forms of visual aids for her presentation to the employees about the upcoming reduction in force so that they could understand the reason and plan their next move. As the employees began to leave the meeting room, some were overheard grumbling that those at the top were just profit-rakers, that it didn't make any difference to Sandra if employees lost their jobs. Which barrier to effective communications do these statements represent?

answer

defensiveness

question

According to the JCM, which job characteristic leads to an employee experiencing responsibility for outcomes of his or her work?

answer

autonomy

question

According to the three-needs theory, the need for ________ is the desire for friendly and close interpersonal relationships.

answer

affiliation

question

Listening is an active search for meaning, whereas ________ is passive.

answer

hearing

question

"Flo" of Communication (Scenario) Recently the employees of Chatterbox Enterprises, Inc., received a letter from the vice president of operations explaining that a new production facility would be built in Chatland City, AL. It was also stated that about one-fourth of the employees from the current Chatland City facility would be transferred to the new facility and if employees wanted to volunteer for the transfer, they could do so by meeting the human resource manager and filling out a request form. Sam, a production supervisor, first went to Florence, the purchasing manager, who had already volunteered to transfer, to discuss with her the possibility of becoming her inventory control supervisor at the new facility. Florence told Sam that Ruth, the current inventory control supervisor, would not be transferring and that she would consider his request. When Sam spoke to Florence, he was involved in which type of organizational communication?

answer

diagonal

question

Which of the following is an example of noise?

answer

thinking about the party you attended last night while sitting in a lecture

question

The Memorandum (Scenario) George Wilberson is a qualified engineer and manages a work team that consists of two engineers, four production workers, an accountant, and a purchasing manager. They are about to embark on a new project for their company. George has prepared a memorandum explaining the objectives of the work team. The accountant, in particular, told George that he had difficulty understanding some of the technical terms used in the memorandum. These technical terms are commonly known as ________.

answer

jargon

question

Though IT has improved organizational communications in recent years, ________ remains a major concern.

answer

security

question

The two-factor theory-also known as the motivation-hygiene theory-was proposed by ________.

answer

Frederick Herzberg

question

When a sender evaluates a communication method to judge scanability, he is checking if ________.

answer

the recipient can easily browse the message for relevant information

question

You are acting as manager and mentor to Melanie, an employee who has been identified as a high achiever. Going by McClelland's three-needs theory, which of the following measures would best help you motivate Marsha to do her best?

answer

giving her a job that holds her personally responsible for finding solutions to problems

question

CISCO's Unified Personal Communicator allows fast and easy access to voice, video, instant messaging, web conferencing, voicemail, and presence capabilities through a single, multimedia interface on your PC or Mac. Which of the following aspects of communication problems does this personal communicator address?

answer

time-space constraint

question

According to the JCM, which three job characteristics are crucial to an employee experiencing meaningfulness of his or her work?

answer

skill variety, task identity, and task significance

question

Which of the following actions accurately reflects the reinforcement theory of motivation?

answer

A company's policy of giving its sales staff cash coupons for exceeding their daily targets.

question

In Maslow's hierarchy of needs theory, ________ needs form the lowest or foundational step in the hierarchy.

answer

physiological

question

McGregor's Theory Y assumes that employees ________.

answer

enjoy work

question

Which of the following is true about job enlargement and job enrichment?

answer

Expanding the scope of knowledge used in a job leads to more job satisfaction, enhanced customer service, and fewer errors.

question

An organization's grapevine works as ________.

answer

a filter and a feedback mechanism for managers

question

The Memorandum (Scenario) George Wilberson is a qualified engineer and manages a work team that consists of two engineers, four production workers, an accountant, and a purchasing manager. They are about to embark on a new project for their company. George has prepared a memorandum explaining the objectives of the work team. Some of the production workers have come to see George and ask for clarification about the memorandum. This represents the ________ aspect of the communication process.

answer

feedback

question

Jack Hammer is a retired man who has decided to seek work with your company to supplement his retirement income. As you consider whether he will be a good fit for your department, you determine that he is likely to find satisfaction in the job because it ________.

answer

is in a highly structured work environment

question

People with a high need for achievement ________.

answer

prefer moderately challenging goals

question

________ is the deliberate manipulation of information to make it appear more favorable to the receiver.

answer

Filtering

question

Good communication occurs only when the recipient ________.

answer

understands the speaker's meaning

question

A(n) ________ occurs when the amount of data provided exceeds the recipient's processing capacity.

answer

information overload

question

________ theory says that behavior is a function of its consequences.

answer

Reinforcement

question

In order to increase face-to-face communication among employees, the workplace design should ________.

answer

maximize visibility and density

question

In which of the following cases has communication occurred?

answer

Ana tells her manager that she needs a new computer, but he says that the company can't afford it.

question

Herzberg called the factors that create job dissatisfaction ________ factors; when these factors are adequate, people won't be dissatisfied, but they won't be satisfied either.

answer

hygiene

question

George prepares a memorandum explaining the objectives of a newly created work team that he is expected to manage, and makes sure it reaches each team member. He is involved in ________.

answer

organizational communication

question

The Sword and the Millstone (Scenario) Sandra Millstone, the CEO of Excalibur Manufacturing Company, had concluded that the company would have to reduce its employee group by 10 percent as the industry was severely hit by the ongoing economic recession. She spent over 30 hours preparing charts, tables, graphs, diagrams, and other forms of visual aids for her presentation to the employees about the upcoming reduction in force so that they could understand the reason and plan their next move. During the presentation Sarah explained that the reason for downsizing was the recession which was hitting the company badly. However, the fact of the matter was that the company had not yet experienced any loss of revenues but were anticipating bad days ahead, which could eventually lead to mass layoffs. This is an example of the ________ aspect of the communication process.

answer

filtering

question

In the job characteristics model, the dimension of ________ refers to the degree to which a job provides substantial freedom, independence, and discretion to the individual in scheduling the work and determining the procedures to be used in carrying it out.

answer

Autonomy

question

If a company is concerned with achieving high member satisfaction for all the participants in a network, which of the following communication networks is best?

answer

all-channel network

question

Which of the following traits is negatively related to group productivity and morale?

answer

unconventionality

question

In the statement, "The highway is very busy at 5 p.m., and is scary to drive on, so I'll wait until 7 p.m. to go home," the word "scary" represents which component of an attitude?

answer

affective

question

Strato Engineering (Scenario) Strato Engineering, a technology product company, formed a team (Team 1) to develop the next generation of the company's model CVF-D. The team is composed of the product development manager, chief engineer, director of procurement, human resource director, marketing research director, cost analysis director, operations director, and the four highest-dollar project vendors. The preliminary projection for the lifetime of the team is expected to be 2 years due to the level of technology involved in the product. Another team (Team 2) has also been established recently to solve a new problem with an industrial adhesive used by the firm. There are three members in this team: installer, engineer, and sales representative for the adhesive manufacturer, but the team does not have a specific leader. It is anticipated that it will require about 2 weeks to solve the problem. A third team (Team 3) has been working together for 4 years, implementing modifications to the company's current model CVF-C. None of the members of this team are at the same location. They utilize a variety of graphic-electronic technologies to view the product onscreen in three-dimension at each location simultaneously. Which of the following is the best way of describing Team 3?

answer

virtual

question

When someone chooses to act in a certain way, she is demonstrating the ________ component of her attitude.

answer

behavioral

question

According to the Big Five Model of personality, a person who has a wide range of interests and is imaginative, fascinated with novelty, artistically sensitive, and intellectual is described as ________.

answer

open to experience

question

Research on conformity suggests that ________.

answer

conformity is a culture-bound behavior

question

The ________ stage in the group development process is complete when members begin to think of themselves as part of a group.

answer

forming

question

If you believe that you control your own destiny, which of the following personality traits are you likely to possess?

answer

internal locus of control

question

Holland's theory proposes that satisfaction is highest and turnover lowest when ________.

answer

personality and occupation are compatible

question

According to research, employees who have a high internal locus of control ________.

answer

exhibit more satisfaction with their jobs than externals

question

When Darrin went to a career counselor, Joanna, he took a test that would allow the counselor to gain an insight into his personality. After speaking to Darrin and analyzing his answers in the test, Joanna realized that he is curious by nature. He preferred activities that involved understanding and organizing, and that he is basically analytical. Which of the following occupations is a potentially good match for him?

answer

news reporter

question

A work team ________.

answer

has shared leadership roles

question

Just Your Type Employees (Scenario) Doug has recently been promoted and is now the manager of a team of researchers. All of his subordinates are well educated and have been with the company for a minimum of three years. In an attempt to learn more about the employees and to better assign them to jobs that they will enjoy, he has administered the Myers-Briggs Type Indicator (MBTI)®. James is a very hardworking person and has just been promoted to the managerial ranks. His managerial style is to be flexible and understanding and not boss over his employees too much. He believes that people who are hardworking will always make sure that the work gets done on time. Even when he is out of office, he supposes that his subordinates are working diligently because he works diligently most of the time. James's perceptions of his employees are based on ________.

answer

assumed similarity

question

Which of the following is a drawback of global teams?

answer

They are characterized by greater potential for stereotyping.

question

Andrew is social, friendly, and understanding, and prefers activities that involve helping and developing others. Which of the following occupations is a potentially good match for him?

answer

teacher

question

Kevin is a whirlwind as a research and development supervisor. His colleagues are surprised that even though he makes decisions very quickly and always with less information than others, his decisions are as good as anybody else's. This information implies that Kevin has ________.

answer

high risk-taking ability

question

When people judge someone on the basis of the perception of a group they are a part of, they are using the shortcut called ________.

answer

stereotyping

question

Research evidence suggests that teams typically outperform individuals when ________.

answer

tasks require multiple skills, judgment, and experience

question

If you like yourself, then your personality would be described as having ________.

answer

high self-esteem

question

In the Big Five Model of personality, conscientiousness refers to ________.

answer

the degree to which someone is reliable, responsible, dependable, persistent, and achievement oriented

question

________ is defined as the failure to report to work.

answer

Absenteeism

question

Which of the following managerial styles will Gen Y workers approve of and respond to?

answer

flexible

question

________ are teams from the same department or functional area involved in efforts to improve work activities, though they are rarely given the authority to implement any of their suggested actions.

answer

Problem-solving teams

question

Which of the following is associated with the study of individuals?

answer

perception

question

Just Your Type Employees (Scenario) Doug has recently been promoted and is now the manager of a team of researchers. All of his subordinates are well educated and have been with the company for a minimum of three years. In an attempt to learn more about the employees and to better assign them to jobs that they will enjoy, he has administered the Myers-Briggs Type Indicator (MBTI)®. George, one of Doug's researchers, gets along well with most people in the team. He is good at his job but needs to be reassured once in a while. Another trait Doug notices is that George is always trying to keep everyone happy. George can be described as a(n) ________ personality.

answer

feeling

question

The Big Five Model of personality includes ________.

answer

extraversion

question

Which component of attitude is reflected in the sentence, "This is the best way to reach the place."?

answer

cognitive

question

Though clearly capable, Mary does not seem very confident of herself. She is always unsure of whether she can handle assignments that are difficult and as a result ends up choosing jobs that are fairly straight forward and involve routine work. She is also susceptible to evaluations from other people. Mary seems to have ________.

answer

low self-esteem

question

Which of the following refers to a prestige grading, position, or rank within a group?

answer

status

question

Which of the following refers to independent formal groups whose members, in addition to their regular jobs, take on traditional managerial responsibilities, such as hiring, planning and scheduling, and evaluating performance?

answer

self-managed teams

question

Which of the following is considered to be the last stage of group development for permanent work groups?

answer

performing

question

A work group ________.

answer

has no need or opportunity to engage in collective work that requires joint effort

question

Which of the following types of conflict is most likely to be dysfunctional?

answer

relationship conflict

question

The ________ of conflict management argues that some conflict is absolutely necessary for effective organizational performance.

answer

interactionist view

question

Behavior patterns expected of someone occupying a given position in a social unit is called a ________.

answer

role

question

Which of the following is an accurate statement regarding status systems?

answer

Anything can have status value if others in the group evaluate it that way.

question

Which of the following is true according to the MBTI®?

answer

Judging types want control and prefer their world to be ordered.

question

If everyone who's faced with a similar situation responds in the same way, we can say the behavior shows ________.

answer

consensus

question

Individual behavior in organizations includes ________.

answer

attitudes, learning, and motivation

question

In the Big Five Model of personality, ________ refers to the degree to which someone is good-natured, cooperative, and trusting.

answer

agreeableness

question

The degree to which an employee identifies with a particular organization and its goals and wishes to maintain membership in the organization is the employee's ________.

answer

organizational commitment

question

Eliminating any reinforcement that's maintaining an undesirable behavior is called ________.

answer

extinction

question

During the ________ stage of the group development process, a relatively clear hierarchy of leadership and agreement on the group's direction emerge.

answer

storming

question

King Midas (Scenario) King Midas Manufacturing Co. has been utilizing groups to improve their manufacturing process. Some of the most successful groups were together for only a few months and others have been together for over a year with little to no success. Management has requested your consulting expertise to determine why there were varied successes and failures. Your analysis of the system indicates that the reason for the varied results could simply be the development stage of the group. Group A has been meeting for one month and is seen as having some difficulty in appointing its leader. At least three individuals are qualified to keep the group's focus on its objectives, but the group is yet to decide which person will lead. Group A is at the ________ stage.

answer

storming

question

Large groups consistently get better results than smaller ones, when the group is involved in ________.

answer

problem solving

question

An incentive system which appropriately recognizes team activities is an example of which of the following characteristics of effective teams?

answer

internal support

question

A manager makes decisions very quickly and requires little information for making the decisions. Which of the following is a likely reason for this?

answer

The manager is high in risk-taking

question

The New Professor (Scenario) Dan Powell received his Ph.D. and has begun teaching at a large university. Prior to his first day of class, Dan's department head met with him and explained what was expected of a new professor in terms of maintaining discipline in his classroom and providing students with a challenging course. Later that week, Dan met with other professors in a faculty meeting. During that meeting, a number of issues were discussed. Although Dan did not agree with all of them, he did not feel comfortable voicing his opinion because he was less experienced than the other professors. Many of the senior professors were also reluctant to discuss issues. The reluctance of Dan's senior professors to voice their opposition to several issues in order to maintain group harmony is an example of ________. Answer

answer

groupthink

question

Just Your Type Employees (Scenario) Doug has recently been promoted and is now the manager of a team of researchers. All of his subordinates are well educated and have been with the company for a minimum of three years. In an attempt to learn more about the employees and to better assign them to jobs that they will enjoy, he has administered the Myers-Briggs Type Indicator (MBTI)®. Bill, a manager at a consulting firm, has been keenly analyzing the performance of a new recruit who turns out to be extremely intelligent. He concludes that she will be a good manager in the future even though her interpersonal skills are not half as impressive. This conclusion on Bill's part seems to be the result of ________.

answer

the halo effect

question

People who identify opportunities, show initiative, take action, and persevere until meaningful change occurs are said to have ________ personalities.

answer

proactive

question

A company with low departmentalization, wide spans of control, centralized authority, and little formalization possesses a ________ structure.

answer

simple

question

A(n) ________ organization is highly specialized and rigidly departmentalized.

answer

mechanistic

question

________ is measured by the costs of acquiring and transforming organizational resources into outputs

answer

Input

question

Which of the following is a performance measurement tool that looks at four areas that contribute to a company's performance?

answer

balanced scorecard approach

question

Organizational ________ is a measure of how appropriate organizational goals are and how well an organization is achieving those goals.

answer

effectiveness

question

Financial Controls Ruth Moody works as a freelance financial consultant. She renders financial services to individuals and small businesses. Entropic Communications, Inc., a fabless semiconductor company, seeks her services to study the financial stability of their company. Ruth wants to analyze the organization's ability to meet its current debt obligations. Which of the following ratios is most helpful to Ruth in analyzing this?

answer

current ratio

question

Statco's Control (Scenario) Statco, Inc., is a statistical software company based in Columbia, TN. This publicly traded firm has grown in a systematic fashion over its 25-year existence and now claims more than 12,000 employees worldwide. As it has grown, the company has adopted a hierarchical structure, which emphasizes organizational authority. Management relies heavily on administrative rules, regulations, and policies in order to meet its goals. However, the company has struggled to meet projected revenues for each of the past 10 quarters. The firm hires Mark Adams, an expert in control system design, to design a control system and offer suggestions to improve the firm's performance. Which of the following is a key activity that the proposed control system should perform?

answer

performance measurement

question

________ corrects the problem at once to get performance back on track.

answer

Immediate corrective action

question

As organizations become more flexible and responsive to environmental trends, there is a distinct shift toward ________ decision making.

answer

decentralized

question

Which of the following refers to the overall output of goods or services produced divided by the inputs needed to generate that output?

answer

Productivity

question

An organization hires additional personnel as soon as they get a major contract. The organization is using ________ control.

answer

feedforward

question

Employee Theft (Scenario) Barbara is the product manager of an energy company which operates in the Americas. She is concerned about the increased employee theft observed in the factory. A study has shown that $30,000 worth of merchandise was accounted to employee theft in the year 2010. Barbara wants to take corrective measures to prevent future theft. Which of the following is a feedback tactic that Barbara could use to control theft?

answer

use the services of professional investigators

question

Work teams composed of individuals from various functional specialties are known as ________ teams.

answer

cross-functional

question

Financial Controls Ruth Moody works as a freelance financial consultant. She renders financial services to individuals and small businesses. Entropic Communications, Inc., a fabless semiconductor company, seeks her services to study the financial stability of their company. Ruth identifies the firm's leverage ratio to be very high. What suggestion could Ruth give to help the firm reduce its leverage ratio?

answer

Pay back part of its debts to improve the ratio.

question

Which of the following is considered the most desirable type of control to prevent anticipated problems?

answer

feedforward control

question

High vertical differentiation, low horizontal differentiation, and low formalization are characteristics of an organization that indulges in ________.

answer

process production

question

Which of the following is an example of a feedforward control measure used to control possible workplace violence?

answer

Clearly communicate the security policies to employees.

question

Which of the following factors would require a more decentralized organizational structure?

answer

when the lower-level managers want a voice in decisions

question

Controlling Operations Charles is the operations manager of a firm which operates as a leaf tobacco merchant and processor worldwide. Charles believes that the firm's productivity can be increased substantially from the current level. He wants to exert control to improve organizational performance and productivity. Charles wants to prevent problems before their occurrence. Which of the following is the most desirable type of control to achieve this goal?

answer

feedforward control

question

Which of the following is a characteristic of a mechanistic organization?

answer

clear chain of command

question

Clinical psychologists suggest that employee theft ________.

answer

happens because people find ways to rationalize this behavior as correct

question

Control techniques can be quite different for different countries. The differences are primarily in the ________.

answer

measurement and corrective action steps of the control process

question

In stable and simple environments, ________.

answer

mechanistic designs are most effective

question

Statco's Control (Scenario) Statco, Inc., is a statistical software company based in Columbia, TN. This publicly traded firm has grown in a systematic fashion over its 25-year existence and now claims more than 12,000 employees worldwide. As it has grown, the company has adopted a hierarchical structure, which emphasizes organizational authority. Management relies heavily on administrative rules, regulations, and policies in order to meet its goals. However, the company has struggled to meet projected revenues for each of the past 10 quarters. The firm hires Mark Adams, an expert in control system design, to design a control system and offer suggestions to improve the firm's performance. Mark recommends that the managers at Statco should identify how and why performance has deviated beyond the acceptable range of variation, and then correct the source of the deviation. Here, Mark is recommending ________.

answer

basic corrective action

question

________ refers to how standardized an organization's jobs are and the extent to which employee behavior is guided by rules and procedures.

answer

Formalization

question

_______ is the degree to which decision making takes place at upper levels of the organization.

answer

Centralization

question

Employee Theft (Scenario) Barbara is the product manager of an energy company which operates in the Americas. She is concerned about the increased employee theft observed in the factory. A study has shown that $30,000 worth of merchandise was accounted to employee theft in the year 2010. Barbara consults a criminologist to identify the reasons for employee thefts. Which of the following is the most likely interpretation that the criminologist would present?

answer

People have financial-based pressures which motivate them to steal.

question

The Industry Leader (Scenario) Frank, the new CEO for First Fidelity, is working hard to turn around the formerly successful real estate business. His goal is to make First Fidelity a leader in the industry. He understands the importance of improving organizational productivity in achieving his goals. Mark is keen to improve organizational performance and effectiveness. The operations manager suggests a hike in the prices to improve productivity. However, Frank rules this option out. What could be the possible reason for this?

answer

he real estate business is characterized by intense competition.

question

In highly ________ organizations, there are explicit job descriptions, numerous organizational rules, and clearly defined procedures covering work processes.

answer

formalized

question

The ________ approach to performance measurement was introduced as a way to evaluate organizational performance from more than just the financial perspective.

answer

balanced scorecard

question

Which of the following traditional organizational designs focuses on results by holding division managers responsible for what happens to their products and services?

answer

divisional structure

question

In case of functional departmentalization, jobs are grouped according to ________.

answer

tasks

question

The comparing step in the control process determines

answer

the variation between actual performance and the standard

question

GlaxoSmithKline would become more ________ if it starts allowing its lab scientists to set the priorities and allocate the resources.

answer

organic

question

Managers should use subjective measures when ________.

answer

work activities cannot be expressed in quantifiable terms

question

Joan Woodward divided firms into three distinct technologies that had increasing levels of complexity and sophistication: unit production, mass production, and ________.

answer

process production

question

The first step in the control process is ________.

answer

measuring actual performance

question

________ is the final step in the management process, which provides a critical link back to ________.

answer

Controlling; planning

question

Paul Abdul Oil Corporation (PAOC) began as a relatively small oil company. As PAOC has grown, the company has gained a highly trained group of managers and analysts at the corporate headquarters. This group is highly adaptive in its structure. Members of this group do not have standardized jobs, but are empowered to handle diverse job activities and problems. PAOC seems to have a(n) ________ structure

answer

organic

question

An organization communicates openly to its employees about violent incidences in the workplace and what's being done to handle them. This is an example of a ________ control strategy.

answer

feedback

question

If a manager investigates how and why performance has deviated beyond the acceptable range of variation, and then corrects the source of the deviation, she is using ________.

answer

basic corrective action

question

Which of the following observations best explains why the control function is important?

answer

An effective control system facilitates employee empowerment.

question

Which of the following statements accurately defines work specialization?

answer

Individual employees specialize in doing part of an activity rather than the entire activity.

question

Raw, unanalyzed facts are called ________.

answer

Data

question

Two areas in which corporate governance is being reformed are the role of boards of directors and ________.

answer

financial reporting

question

The Sarbanes-Oxley Act called for ________.

answer

more disclosure and transparency of corporate financial information

question

Factors that have been found to be linked to workplace violence include ________.

answer

employee stress

question

The control process assumes that ________.

answer

performance standards are already in place

question

The management control that takes place while a work activity is in progress is known as ________.

answer

The management control that takes place while a work activity is in progress is known as ________.

question

Which of the following sources usually provides filtered information which cannot be documented?

answer

oral reports

question

Un Taco Pequeno (Scenario) Imagine that you are the president of Taco Rocket, a new and successful chain of 100 Mexican fast-food restaurants in the United States. The success you have experienced in the last five years has you thinking of what to do with the business next. Should you expand the business at the current rate or open new and different restaurants? You decide to keep Taco Rocket in the same business and do not change the menu. Which of the following, if true, would strengthen the argument for this course of action?

answer

Though new competitors have entered, Taco Rocket's market share has not been affected.

question

________ planning dominates managers' planning efforts at lower levels of the organization.

answer

Operational

question

An organization that initially brings a product innovation to the market is known as the ________.

answer

first mover

question

The first four steps of the strategic management process describe the strategic ________ that must take place in an organization.

answer

planning

question

A ________ strategy is used to deal with minor performance problems. It helps an organization stabilize operations, revitalize organizational resources and capabilities, and prepare to compete once again.

answer

retrenchment

question

When L'Oreal acquired The Body Shop, it carried out ________.

answer

horizontal integration

question

Community Newspaper (Scenario) Robert Downs is in the process of setting up a small community newspaper in his home town of Corning, New York. As a first step, he sets the following goal for his company: "To be a champion for free speech and for the development of the community." This goal is to appear clearly on top of every page of the newspaper. Downs wants to formulate a plan that lays out general guidelines for his employees and leaves room for interpretation. Which of the following types of plans would best suit his requirement?

answer

directional

question

Managers should "milk" cash cows for as much as they can, limit any new investment in them, and use the large amounts of cash generated to invest in ________ and ________.

answer

stars; question marks

question

A ________ firm uses both online and traditional stand-alone locations.

answer

clicks-and-bricks

question

Top executives are mainly involved in ________ planning.

answer

strategic

question

Bella Vista Clothing targets teenage girls with a range of affordable ready-to-wear clothing. The company is opening two new outlets, as sales have been excellent. Which of the following represents a strength for the company?

answer

The company's in-house designers have a knack for identifying and popularizing fashion trends.

question

Which of the following is a competitive force under the five forces model?

answer

threat of substitutes

question

A New Business (Scenario) Patrick majored in entrepreneurship and computer science in college. After graduation, he decided to start his own business as an e-business entrepreneur, founding an online B2B reverse auction company called CompuSave. An internal analysis will help Patrick identify the ________ of the company.

answer

strengths and weaknesses

question

A ________ is an integrated network of goals in which the accomplishment of goals at one level serves as the means for achieving the goals, or ends, at the next level.

answer

means-ends chain

question

Well-written goals are ________.

answer

clear as to a time frame

question

Which of the following is true of the impact of formal planning on organizational performance?

answer

Formal planning is associated with positive financial results.

question

SWOT Analysis (Scenario) As a process of self-examination during her senior year of college, Casey decides to develop a SWOT analysis of her prospects relative to getting a job. Casey realizes that she has a personal characteristic that suggests she is not comfortable interacting with strangers. She interprets this as a(n) ________ if she is to get a job as a salesperson.

answer

weakness

question

________ is the ability to recognize major external changes, to quickly commit resources, and to recognize when a strategic decision is not working.

answer

Strategic flexibility

question

________ refers to gathering information about competitors that allows managers to anticipate competitors' actions rather than merely react to them.

answer

Competitor intelligence

question

In ________, the organization becomes its own supplier so it can control its inputs.

answer

backward vertical integration

question

Plans that encompass only the production or the sales goals of a company are termed ________ plans.

answer

operational

question

When a company combines with firms in different and dissimilar industries, it indulges in ________.

answer

unrelated diversification

question

The final step in the strategic management process allows an organization to understand the ________.

answer

effectiveness of the strategies used

question

Which of the following statements is true regarding an organization's goals?

answer

Using a single goal such as profit may result in unethical behaviors by employees.

question

Functional-level strategy directly supports the ________.

answer

competitive strategy

question

A problem associated with traditional goal setting is that ________.

answer

clarity is lost as the goals make their way down from the top of the organization to lower levels

question

Powerballs (Scenario) Colleen invested a dollar in the Powerball Lottery and won $60 million. Subsequently, she decides to start her own business selling lawn mowers. A business broker hears that Colleen is interested in purchasing a business and approaches her with an offer to sell her a company that owns a patent on a new roofing product and who installs this new roofing in the southwestern United States. If she buys this firm, she will be using a(n) ________ strategy.

answer

unrelated diversification

question

When an organization continues serving the same clients by offering the same product or service, maintaining market share, and sustaining the organization's current business operations, it is following a ________ strategy

answer

stability

question

A ________ describes the rationale of how a company is going to make money.

answer

business model

question

Managers do an external analysis so that they know about ________.

answer

what the competition is doing

question

A Business Plan (Scenario) Imagine that you are the owner of a small company that sells corporate gifts through an online store. You employ about 20 people. However, business has slowed down in recent months and you realize that the organization must move in a different direction if it is to survive. You have reset some of the company's overall goals and want to develop a plan to achieve those goals. You are anticipating the business environment to be volatile for next few years. Considering the characteristics of well-written goals, which of the following would be a well-written goal for the above scenario?

answer

To invoice merchandise worth $ 200,000, every month, for the next three years.

question

________ strategies address declining performance through retrenchment and turnaround strategies.

answer

Renewal

question

Which of the following is one of the reasons why managers should plan?

answer

When work activities are coordinated around plans, inefficiencies become obvious

question

A firm that is "stuck in the middle" cannot develop ________.

answer

a cost or differentiation advantage

question

When is the traditional top-down approach to planning most likely to be effective?

answer

When is the traditional top-down approach to planning most likely to be effective?

question

In ________, the organization gains control of its outputs by becoming its own distributor

answer

forward vertical integration

question

Which of the following is an example of a single-use plan?

answer

a plan developed to implement new environmental regulations

question

A ________ is a broad statement of an organization's purpose that provides an overall guide to what organizational members think is important.

answer

mission

question

Which of the following reflects the way goals are set in an MBO program?

answer

Apart from being used to ensure that employees are doing what they are supposed to be doing, goals are used as a motivating tool for employees.

question

Megabyte Center, S.A. (Scenario) Your old friend, Ariel Eskenazi, is the owner and general manager of Megabyte Center, a computer reseller and systems integrator located in Panama City, Panama. Since leaving IBM to start a business in his home country, Ariel's company has steadily grown, due in large part to the business partnerships he has established over the years with large foreign computer and software firms, such as Goldstar and Microsoft. These relationships have helped his company win considerable market share in Panama, as well as in other parts of Latin America. However, since the 1999 turnover of the Panama Canal to the Panamanian government, there has been a huge influx of foreign capital into Panama. For example, several large Asian firms have made Panama a beachhead for their American operations. Tourism is on the rise, with over a score of new hotels built in the metropolitan area alone over the past three years. As a result, demand for Megabyte's products and services has increased markedly, but so has the level and diversity of its competition. While Megabyte's customer base has remained fairly loyal, many longtime customers are beginning to demand price concessions and enhanced service levels in return for their continued business. Additionally, Ariel has learned recently that several of his former suppliers and business partners are considering establishing local sales offices of their own in Panama City. Ariel knows you are very knowledgeable about competitive strategy and calls you asking for advice. Because his customers are demanding price concessions and enhanced service levels in return for their continued business, Ariel decides that he wants to compete by offering unique products that are widely valued by customers. What strategy is Ariel following?

answer

differentiation

question

The commitment concept says that plans should ________.

answer

extend far enough to meet those commitments made when the plans were developed

question

________ is a process of setting mutually-agreed upon goals and using those goals to evaluate employee performance.

answer

Management by objectives

question

When an organization is analyzing its labor supply, it is studying its ________.

answer

external environment

question

What is a strategic disadvantage of being a first mover?

answer

risk of competitors imitating innovations

question

Which of the following is true of the traditional approach to planning?

answer

This approach makes managerial planning thorough, systematic, and coordinated.

question

Powerballs (Scenario) Colleen invested a dollar in the Powerball Lottery and won $60 million. Subsequently, she decides to start her own business selling lawn mowers. Colleen is successful after the first 3 years, and she is approached by a competitor who is nearing retirement age. The competitor is interested in selling his business to Colleen. For Colleen, this would be a(n) ________ strategy.

answer

horizontal integration

question

In ________, goals set by top managers flow down through the organization and become subgoals for each organizational area.

answer

traditional goal setting

question

Heavy investment in ________ will help take advantage of the market's growth and help maintain high market share.

answer

stars

question

Top-level managers are responsible for ________ strategies.

answer

corporate

question

A New Business (Scenario) Patrick majored in entrepreneurship and computer science in college. After graduation, he decided to start his own business as an e-business entrepreneur, founding an online B2B reverse auction company called CompuSave. After hiring several employees, Patrick requires that each person in this company be involved in studying trends involving new technology, competitors, and customers. These employees are involved in ________.

answer

external analysis

question

Which of the following statements is true concerning problem identification?

answer

Effectively identifying problems is not easy.

question

________ is a method of changing behavior through unstructured group interaction.

answer

Sensitivity training

question

What is the psychological orientation of a decision maker who makes a "maximin" choice?

answer

pessimist

question

Structured problems align well with which type of decisions?

answer

programmed

question

Which of the following is an example of a policy?

answer

We are an equal opportunity employer with a diverse workforce. We do not discriminate against employees and applicants on the basis of sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status.

question

Lower-level managers typically confront ________.

answer

programmed decisions

question

The Government Job (Scenario) Colin was getting accustomed to his surroundings in a state government job. His efforts at getting people to accept change had met with little resistance due to his and the new director's efforts as well as the hard work of his subordinates. But now the hard part really started-actually managing the change. What techniques could he and his agency's new director employ to most effectively implement changes that would result in increased productivity in his department? He considered changing three aspects of his agency: the structure, the technology, and the people. Colin decided his people will benefit from ________, a method of changing behavior through unstructured group interaction.

answer

sensitivity training

question

Which of the following is NOT an internal force of change?

answer

technology

question

Which of the following is an example of a procedure?

answer

Before going on a leave of absence, fill up the application form available on the company's online leave management system. All applications will be approved/rejected within two days by the employee's immediate supervisor.

question

In intuitive decision making, managers ________.

answer

use data from their subconscious mind to help make their decisions

question

Which of the following is NOT a valid assumption about rationality?

answer

The decision maker accepts a solution that is good enough

question

New Ideas (Scenario) Although New Ideas, Inc., has been in business for 30 years, the company and its employees seemingly have been in a constant state of change. Louis Snyder has been President of New Ideas, Inc. for the last 15 years. During these 15 years, he has had to change the strategic focus of the company three times. The employees have started becoming vocal about the decrease in their bonus checks and their desire for increased profits. It seems as though his competition is always introducing new products into the market and his company's niche products have to be constantly changed in order to keep up with the competition. Moreover, the government has been active in passing new legislation to increase the control of the product packaging and product contents. The technology used to manufacture the products has also been continually changed to make the process more efficient. When the employees express their concern about their bonus checks, which of the following types of forces of change is constraining Mr. Snyder?

answer

internal force of change

question

Design thinking suggests that managers should look at problem identification collaboratively and integratively with the goal of ________.

answer

gaining a deep understanding of the situation

question

According to Kurt Lewin, which of the following is a stage in the change process?

answer

unfreezing

question

"Smoking and the consumption of alcohol are strictly prohibited inside the work premises." This is most likely an example of a(n) ________.

answer

rule

question

The ________ happens when decisions makers tend to remember events that are the most recent and vivid in their memory.

answer

availability bias

question

What organizational development technique involves changing the attitudes, stereotypes, and perceptions that work groups have about each other?

answer

intergroup development

question

In the decision-making process, after allocating weights to the decision criteria, the decision-maker must then ________.

answer

list viable alternatives that could resolve the problem

question

When decision makers tend to think they know more than they do or hold unrealistically positive views of themselves and their performance, they are exhibiting the ________.

answer

overconfidence bias

question

According to Lewin, which of the following is the objective of refreezing?

answer

stabilizing the new situation

question

How can managers increase the likelihood of making change happen successfully?

answer

They should give individual employees a role in the change process.

question

When managers make decisions that are rational but limited by their ability to process the information, they are following the concept of ________.

answer

bounded rationality

question

Amanda, a single parent, is looking for a new job. Considering that she has two school-going children, she is particularly keen on finding an employer who can provide her with alternative work arrangements such as flexible work hours and telecommuting. In terms of the decision-making process, these represent Amanda's ________.

answer

decision criteria

question

________ creates expectations that may be hard to reconcile or satisfy. Answer

answer

Role conflict

question

Is the Picture Clear? (Scenario) Sharon was the regional manager of a large cable television company. She faced many problems and decisions daily, such as how to price each market, whom to hire, what kind of technology to purchase, and how to handle the increasing customer complaints. She needed some help sorting these issues out. Usually Sharon follows a ________, a series of interrelated sequential steps for responding to a structured problem.

answer

procedure

question

________ involves exchanging something of value for an agreement to lessen the resistance to the change effort.

answer

Negotiation

question

A procedure ________.

answer

is a series of sequential steps a manager uses to respond to a structured problem

question

A change capable organization ________.

answer

links the present and the future

question

Sophie is in charge of recruitment at her company. During a particular interview, the first thing Sophie noticed about the applicant was that he was improperly attired. Though the candidate possessed the necessary qualifications and effectively answered all her questions, Sophie rejected him. This is an example of the ________.

answer

anchoring effect

question

Unstructured problems ________.

answer

are accompanied by ambiguous or incomplete information

question

For ________, there must be uncertainty over the outcome, and the outcome must be important

answer

potential stress to become actual stress

question

________ is a situation in which a decision maker cannot make reasonable probability estimates.

answer

Uncertainty

question

The ________ thinking style is characterized by a person's preference for using external data and facts and processing this information through rational, logical thinking to guide decisions and actions.

answer

linear

question

The unfreezing step of the change process can be thought of as ________.

answer

preparing for the needed change

question

Is the Picture Clear? (Scenario) Sharon was the regional manager of a large cable television company. She faced many problems and decisions daily, such as how to price each market, whom to hire, what kind of technology to purchase, and how to handle the increasing customer complaints. She needed some help sorting these issues out. When a customer calls and requests a refund for a partial month's usage of the cable service, the fact that such situations are routine and most likely have a standard response would make the response a(n) ________ decision.

answer

programmed

question

Sarah's sales figures show that she has been the top performer in her department for the last eight months. Two months prior to her annual performance review, Sarah's sales numbers fell due to her ill health causing her manager to rate her performance as just satisfactory. This is an example of the ________.

answer

availability bias

question

A(n) ________ decision is a repetitive decision that can be handled by a routine approach.

answer

programmed

question

Outside consultants are more likely to initiate ________ organizational changes than insiders.

answer

drastic

question

________ is the process of taking a creative idea and turning it into a useful product or work method.

answer

Innovation

question

________ are straightforward, familiar, and easily defined.

answer

Structured problems

question

The ________ thinking style is characterized by a preference for internal sources of information and processing this information with internal insights, feelings, and hunches to guide decisions and actions.

answer

nonlinear

question

Competitive factors or new innovations within an industry often require managers to introduce ________.

answer

new equipment, tools, or operating methods

question

Creativity is most essential in which of the following steps of the decision-making process?

answer

developing alternatives

question

After identifying the decision criteria that are important or relevant to resolving a problem, the next step in the decision-making process is ________.

answer

allocating weights to the criteria

question

________ is the adverse reaction people have to excessive pressure placed on them from extraordinary demands, constraints, or opportunities.

answer

Stress

question

Managers cannot possibly analyze all information on all alternatives, they tend to ________, rather than ________.

answer

satisfice; maximize

question

Which of the following is a cultural variable that supports innovation?

answer

acceptance of ambiguity

question

Toby is hunting for a new apartment. He is specifically looking for one that is located in the heart of the city and should be available for $600 per month. However, Toby is also willing to pay up to $850 per month for a place that is situated slighted away from the city center. According to him, the second option "will also do." This is an example of ________. Answer

answer

bounded rationality

question

An innovative culture is likely to have ________.

answer

tolerance of conflict

question

Lightspeed.com (Scenario) Edwin Edwards is a team leader for Lightspeed.com, an e-business that has employees in every global time zone. Some of the factors that the team has to contend with are deadlines, strong work ethic, the creativity-innovation chain, high-speed turnaround, and professionalism. As team leader, Edwin sees team members via video conference only a few times per year. A frustration that he is encountering is that he works with all of these people and does not have control over their "actual" work or the few organizational rules, regulations, and policies. Yet, due to the position he is in, he feels he gets all of their complaints. The team does not deal well when a member offers an "off-the-wall" solution to a team problem; team members seem to have more trouble with this than any other team-conflict issue. What he likes most about leading the team is that they seem to prefer getting their objective accomplished instead of wasting time trying to decide who should be doing what. When Edwin feels frustrated that he does not have control over team members' "actual" work or the organizational rules, regulations, and policies, he is contending with ________.

answer

external control

question

A U.S. business that provides on-site childcare facilities for employees is ________.

answer

being socially responsive

question

The ________ view is that management's social responsibility goes beyond making profits to include protecting and improving society's welfare.

answer

socioeconomic

question

Which of the following benefits of workplace diversity is categorized as strategic?

answer

potential to improve market share

question

________ is defined as a business firm's intention, beyond its legal and economic obligations, to do the right things and act in ways that are good for society.

answer

Social responsibility

question

In which of the following areas are consistent male-female differences observed?

answer

work schedule preferences

question

A ________ is an individual or organization who seeks out opportunities to improve society by using practical, innovative, and sustainable approaches.

answer

social entrepreneur

question

In which of the following stages of moral development do individuals live up to what is expected by people close to them and maintain conventional order by fulfilling obligations to which they have agreed?

answer

conventional stage

question

Which of the following statements is true of gender diversity in workplaces?

answer

No consistent male-female differences exist in problem-solving ability, analytical skills, competitive drive, motivation, sociability, or learning ability.

question

Which of the following ISO standards is related to quality management?

answer

ISO 9000

question

Under the concept of social obligation, the organization does what is required by the ________.

answer

law

question

The ________ Act offers some legal protection to whistle-blowers. It has a provision wherein any manager who retaliates against an employee for reporting violations faces a stiff penalty of a 10-year jail sentence.

answer

Sarbanes-Oxley

question

Which of the following examples would be considered appropriate stereotyping?

answer

asking someone from accounting to help with a budgeting problem

question

________ is the degree to which people believe they control their own fate.

answer

Locus of control

question

In terms of workplace diversity, the New Millenium has witnessed increased focus on ________.

answer

diversity and inclusion for business success, profitability, and growth

question

As a form of discrimination, incivility is said to occur when ________.

answer

an employee's opinions are consciously ignored

question

The Environmental Study (Scenario) You have just been challenged by your supervisor to study and report your findings on approaches that organizations use when dealing with the environment and when pursuing the goal of going green. Your boss tells you to study the four major approaches, differentiate among them, and report to him in a week. Under what approach do organizations exhibit little environmental sensitivity, and simply obey laws, rules and regulations?

answer

legal approach

question

Trends observed in the shifting world population indicate that people aged 65 or more will soon outnumber those aged 5 or less. Also, the world's population aged over 80 is expected to more than double by the year 2040. Which of the following is a likely implication of such population trends?

answer

dwindling labor supply

question

Ang Li emigrated from Hong Kong to study business at the Tri-Valley University in California. However, he has found it rather hard to move up in his managerial career at his workplace especially when compared to how his fellow graduate from Tri-Valley, American-born Adam Watson, has managed to become the regional manager of sales in the company. This suggests the presence of ________ in Li's organization.

answer

a glass ceiling

question

The primary debate about ethics training programs is whether ________.

answer

ethics can be taught

question

________ measures the strength of a person's convictions.

answer

Ego strength

question

Discrimination refers to ________.

answer

someone acting out their prejudicial attitudes toward people who are the targets of their prejudice

question

Which of the following organizations is best suited to promote ethical behavior in its employees?

answer

An organization that has formal rules and regulations in place.

question

Which of the following is NOT a way for management to reduce unethical behavior?

answer

monitor employee telephone calls

question

Which of the following trends has been observed in the world population in terms of aging?

answer

People aged 65 and older will soon outnumber children under age 5 for the first time in history.

question

John Doe is employed with the IT department in Abel and Associates, that provides financial consultancy services to several wealthy investors. He is approached by a shady investor who offers attractive incentives for stealing some sensitive information regarding the investment patterns of one of the clients of the company. Which of the following statements best reflects John's thoughts if he is at the principled level of moral development?

answer

By stealing from another person, I will be in violation of the moral standards I've come to expect of myself.

question

At the ________ level of moral development, a person's choice between right or wrong is based on personal consequences from outside sources, such as physical punishment, reward, or exchange of favors.

answer

preconventional

question

What type of discrimination is said to have occurred when certain actions taken by representatives of an organization deny equal opportunity to perform or unequal rewards for performance?

answer

discriminatory practices or policies

question

Two Opposing Views of Social Responsibility (Scenario) The board of directors of Acme Generating Corporation is meeting to consider the construction of a new electricity generation facility somewhere along the Muspetan River basin. The city of Muspetan has a high Air Pollution Index and the increasing amount of garbage is adding to the city's woes. Director Appleton would like the facility to be a coal-burning plant located in a remote area because the cost involved is moderate. Director Witworth wants a nuclear plant because this will not add to the city's already serious pollution problem, while taking care of its electricity requirements. Director Jossleman wants a plant that uses combustible fuels collected from the city's garbage. He wants the plant to be located near the downtown government area so that the steam could be used for heating the government buildings after it has passed through the generating turbines. Director Appleton is following which of the social responsibility views?

answer

classical

question

________ represent basic convictions about what is right and wrong.

answer

Values

question

The Environmental Study (Scenario) You have just been challenged by your supervisor to study and report your findings on approaches that organizations use when dealing with the environment and when pursuing the goal of going green. Your boss tells you to study the four major approaches, differentiate among them, and report to him in a week. What approach deals with an organization responding to the environment because of the preferences of its customers?

answer

market approach

question

The Environmental Study (Scenario) You have just been challenged by your supervisor to study and report your findings on approaches that organizations use when dealing with the environment and when pursuing the goal of going green. Your boss tells you to study the four major approaches, differentiate among them, and report to him in a week. Under what approach is the organization driven to look for ways to respect and preserve the earth and its natural resources?

answer

activist approach

question

Social obligation is the obligation of a business to meet its ________.

answer

economic and legal responsibilities

question

When a firm advertises that it only uses recycled paper products it is ________.

answer

being socially responsive

question

Summing Up Social Responsibility (Scenario) Max Proffit, director of research and development for National Products Company, that is into producing hiking gears has learned that a new material has been developed in his department that appears to make the ropes and slings more durable. He has discussed this development with his two assistants, Susie Merriweather and Moe Gaines, and Rush Onward, vice president of product development. Susie has stated her opposition to the use of the new material because its durability has not yet been tested and has not been certified by the company's third-party testing laboratory. Moe argues that the initial tests that their R&D department completed indicate minimal problems with durability. Rush states that in several meetings he has recently attended, the company president had repeatedly emphasized the need to increase earnings per share. Rush tells Max that a decision has to be made within the week about the new material's use by the Company. If Max resists his impulse to okay the use of the uncertified material because of the need for increased earnings per share he ________. Answer

answer

has a strong ego strength

question

Which of the following is true concerning the impact of organizational culture on ethical behavior?

answer

An organization with strong culture encourages high ethical standards.

question

Which of the following managerial styles is traditionally considered to be masculine?

answer

leading by example

question

Which of the following benefits of workplace diversity is attributed to organizational performance?

answer

reduced costs associated with high turnover and absenteeism

question

Ethics Training (Scenario) You are an employee of a very large company, Behemoth Inc. Several employees routinely have lunch at a local restaurant where most drink alcoholic beverages before returning to work. In addition to this inappropriate behavior, several male coworkers call female employees "babes" and freely use racial slurs. There have been many complaints and the company has decided to use these issues as ethical training examples. How can managers identify the ethically questionable applicants even before they became part of the workforce?

answer

by asking the candidates to go through interviews, tests, and background checks

question

Which of the following people management benefits arises from workplace diversity?

answer

better use of employee talent

question

Lulumelon owns a chain of fashion stores that serve men, women, and children clothing categories. Jay, a motor accident victim with an amputated leg, applies for a position at one of the stores in an upmarket location. Which of the following assumptions by Lulumelon would prevent them from hiring him?

answer

There is no set of guidelines on how to take any potential disciplinary action with disabled employees.

question

Which of the following approaches of going green reflects the highest degree of environmental sensitivity and is also a good illustration of the social responsibility of the organization?

answer

activist approach

question

At the ________ level of moral development, ethical decisions rely on maintaining expected standards and living up to the expectations of others.

answer

onventional

question

Which of the following is NOT one of the six determinants that are relevant in deciding issue intensity?

answer

discovery of the act

question

The belief that business involvement can help solve difficult social problems is the ________ argument on social responsibility.

answer

better environment

question

________ is a term that describes a tendency or preference toward a particular perspective or ideology.

answer

Bias

question

Which of the following provisions was introduced by the Lilly Ledbetter Fair Pay Act of 2009?

answer

changing the statute of limitations on pay discrimination to 180 days from each paycheck

question

One way to evaluate a company's green actions is to use the ________ list of the most sustainable corporations in the world.

answer

Global 100

question

What type of discrimination usually involves jokes or negative stereotypes being perpetrated about fellow employees?

answer

mockery and insults

question

Many companies around the globe voluntarily report their efforts in promoting environmental sustainability using the guidelines developed by the ________.

answer

Global Reporting Initiative

question

The process of applying social and environmental criteria to an investment decision is known as ________.

answer

social screening

question

The economic environment affects the performance of an organization, as was noted during the recent recession. Which of the following factors is cited as one of the causes of the recent recession triggered in the home mortgage markets in the United States?

answer

lack of leverageability for business borrowers

question

________ is the practice wherein an organization gives another organization the right to use its brand name, technology, or product specifications in return for a fee usually based on sales.

answer

Licensing

question

Cultural Training (Scenario) Jane wants to expand her career opportunities in the international operations of a company. She is 19 years old and currently attends a university. She has only lived in her home country and has never traveled to any foreign country. While talking with her advisor at the university, Jane deduces that she has a(n) ________ attitude, as she has never traveled abroad and only relates well to people from her home country.

answer

ethnocentric

question

Changing Organizational Culture (Scenario) Mary has been asked by the company president to change the organizational culture to reflect the company's new organizational goals. As executive vice president, she certainly understands the goals, but is really not sure that she understands what to do about the culture. Mary also found out that in order to build a strong new culture, she should do all but which of the following?

answer

encourage a high turnover rate among employees

question

Which of the following most accurately reflects the difference between strong cultures and weak cultures?

answer

Company values are more deeply held and widely shared in strong cultures than in weak cultures.

question

Which of the following types of global organizations reflects the geocentric attitude?

answer

transnational organization

question

Which of the following statements is true of dynamic and complex environments?

answer

A high need for sophisticated knowledge of components exists in such environments.

question

The World Trade Organization was formed in the year ________.

answer

1995

question

Which of the following environments is characterized by the highest level of environmental uncertainty?

answer

A global company reflects the ________.

question

A global company reflects the ________.

answer

ethnocentric attitude

question

What is the primary reason that the intensifying economic crisis in Europe threatens to impact the decisions of global managers in the United States and throughout the world?

answer

The euro zone is a larger economic unit than the United States or China and is a major source of world demand for goods and services.

question

The Global Leadership and Organizational Behavior Effectiveness program identified ________ dimensions on which national cultures differ.

answer

nine

question

Which of the following is a multinational corporation that tailors marketing strategies to the host country's unique characteristics?

answer

multidomestic corporation

question

Which of the following guidelines should managers follow while building a customer-responsive culture?

answer

giving service-contact employees continual training on product knowledge, listening, and other behavioral skills

question

Which of the following is a member of the Association of Southeast Asian Nations?

answer

Myanmar

question

The Global Leadership and Organizational Behavior Effectiveness program's ________ dimension is similar to Hofstede's achievement-nurturing dimension.

answer

assertiveness

question

In today's global environment, managers must have a(n) ________ attitude in order to be successful.

answer

geocentric

question

Which of the following is a feature of a multidomestic corporation?

answer

has a decentralized management

question

A ________ economy is one in which resources are primarily owned and controlled by the private sector.

answer

free market

question

Which of the following dimensions of organizational culture refers to the degree to which organizational decisions and actions emphasize maintaining the status quo?

answer

stability

question

Which of the following statements highlights the shared aspect of culture?

answer

Even though individuals may have different backgrounds or work at different organizational levels, they tend to describe the organization's culture in similar terms.

question

Cultural Training (Scenario) Jane wants to expand her career opportunities in the international operations of a company. She is 19 years old and currently attends a university. She has only lived in her home country and has never traveled to any foreign country. Jane joins an international student association in order to better understand the views of students from other countries. She is trying to become more ________ in her attitude.

answer

geocentric

question

Why does the U.S. Federal Reserve's announcement of a far-reaching mortgage-bond buying program raise business concerns over the new monetary policy?

answer

It threatens to weaken the dollar against foreign currencies.

question

Which of the following factors is a sociocultural component of an organization's external environment?

answer

behavior patterns

question

Which of the following arrangements involves the greatest commitment of resources and poses the greatest amount of risk?

answer

foreign subsidiary

question

An innovative organizational culture is characterized by all of the following, EXCEPT ________.

answer

conformity

question

If the components in an organization's environment exhibit minimal change, such an environment is said to be ________.

answer

stable

question

The symbolic view of management is based upon the belief that managers symbolize ________.

answer

control and influence in developing plans and making decisions

question

Which of the following most accurately reflects the symbolic view of management?

answer

External forces are responsible for an organization's success or failure.

question

A(n) ________ attitude is characterized by parochialism.

answer

ethnocentric

question

Adam has been hired by an organization that has a partnership with a foreign company. Both the partners share resources and knowledge while developing new products. Adam's organization has formed a ________.

answer

strategic alliance

question

Apex Construction (Scenario) Apex Construction has hired Wendell Phillips to provide management consulting for the organization. Wendell's first assignment involves helping the company to improve productivity by recommending ways to strengthen managers' supervisory skills. Wendell interviews many middle-level managers and discovers that they share a different view of management. These individuals believe that external factors constrain managers' influence over outcomes. The mid-level managers have a(n) ________ view of management.

answer

symbolic

question

The World Trade Organization evolved from which of the following?

answer

General Agreement on Tariffs and Trade

question

Which of the following factors is a demographic component of an organization's external environment?

answer

geographic location

question

Which of the following represents the two views of managerial impact on the success or failure of the organization?

answer

omnipotent and symbolic

question

Workplace spirituality has become important in the contemporary workplace because it ________.

answer

gives employees a sense of purpose

question

________ is a measure of the degree to which people rely on social norms and procedures to alleviate the unpredictability of future events.

answer

Uncertainty avoidance

question

Which of the following is a criticism of spiritual organizational cultures?

answer

incompatibility between profits and spirituality

question

In an organization whose culture conveys a basic distrust of employees, managers are more likely to use a(n) ________ leadership style

answer

authoritarian

question

The ________ view of management is consistent with the stereotypical picture of the take-charge business executive who can overcome any obstacle in carrying out the organization's objectives.

answer

omnipotent

question

Which of the following is most likely to have a highly spiritual organizational culture?

answer

a company with high tolerance of employee expression

question

When an organization acquires products made abroad and sells them domestically, it indulges in ________.

answer

importing

question

Organizational ________ typically contain narratives about significant events or people in the organization.

answer

stories

question

The World Trade Organization has ________ member countries and ________ observer governments.

answer

155; 29

question

The term ________ refers to repetitive sequences of activities that express and reinforce the important values and goals of the organization.

answer

corporate rituals

question

An ethnocentric attitude ________.

answer

is the belief that the home country has the best work approaches and practices

question

The forerunner of the Organization for Economic Cooperation and Development was the ________ that was formed in 1947 to administer American and Canadian aid under the Marshall Plan for the reconstruction of Europe after World War II.

answer

Organization for European Economic Cooperation

question

Which of the following is a characteristic found in spiritual organizations?

answer

tolerance towards mistakes and openness with customers and employees

question

The ________ was formed by twelve original members with the primary motivation of reasserting the region's economic position against the United States and Japan.

answer

European Union

question

Business Expansion Plan (Scenario) As business expansion director, Shana's goal is to scout for potential locations and provide input on how her company should proceed with its planned expansion to Europe. There are many options, which include maintaining the company's head office in the United States and sending over company representatives when necessary or establishing a separate operations facilities abroad and hiring locals as managers. One section of Shana's company's business plan involves setting up a foreign subsidiary. This arrangement involves ________.

answer

directly investing in a foreign country

question

Understanding building codes would be considered a ________ skill for a building contractor.

answer

technical

question

A ________ is an example of a first-line manager.

answer

shift manager

question

From a business perspective, a company's ability to achieve its business goals and increase long-term shareholder value by integrating economic, environmental, and social opportunities into its business strategies is known as ________.

answer

sustainability

question

The Customer Meeting (Scenario) Kelly, a production supervisor, is responsible for 10 employees who assemble components into a finished product that is sold to distributors. Kelly reports to Ben, a production manager, who in turn reports to Dan, a general manager, who reports to McKenna, a vice president of operations. Recently, McKenna asked Dan to have a meeting with Kelly and Ben regarding some customer concerns in the production area. The focus of the meeting was to judge the validity of the customer concerns, and to develop a specific plan to address these concerns. Ben and Dan are ________.

answer

middle managers

question

The ________ role (as Mintzberg defined it) is more important for lower-level managers than it is for either middle-or top-level managers.

answer

leader

question

Management is needed in all types and sizes of organizations, at all organizational levels and in all organizational work areas, and in all organizations, no matter where they are located. This principle is known as the ________. Answer

answer

universality of management

question

Increased accountability of employees is typically caused by ________.

answer

increased emphasis on organizational ethics

question

________ developed a categorization scheme for defining what managers do, consisting of 10 different but highly interrelated roles.

answer

Henry Mintzberg

question

Robert L. Katz proposed ________.

answer

three critical managing skills

question

Managerial Skills (Scenario) Adam, Brenda, Carl, and Dan are employees in the same organization. Adam is the shift manager, Brenda is the district manager, Carl is the regional manager and Dan is the project leader. Adam manages the employees who produce the organization's product. After noticing his excellent work, he is promoted to division manager. Carl on the other hand, after a disciplinary proceeding is assigned to the post of office manager. Ethan is the managing director of the same organization. Which of the following is true for Adam before his promotion?

answer

His technical skills are of the utmost priority.

question

Katz proposed that managers need ________ skills.

answer

technical, human, and conceptual

question

answer

traditional pyramid structure

question

Managerial Basic Training (Scenario) Imagine that your marketing company has just merged with a manufacturing organization. You have been asked to help provide some "basic" managerial training to the engineers in the research and development unit of the new company. To ensure you are covering the important issues, your boss has asked to see an overview of materials that you will be providing the engineers. After the merger, the management then makes a deliberate arrangement of people to accomplish specific purposes. Such an arrangement makes up a(n) ________.

answer

organization

question

Which of the following types of managerial positions is most likely to involve clerical duties?

answer

supervisor

question

answer

top manager

question

The General Manager (Scenario) Michael is the manager of a production facility. On a routine day, Michael meets with the employees who produce the organization's product. At another time, Michael meets with the production manager, Betty, and the human resource manager, Joyce, to discuss complaints filed by one of the employees in the production department. Michael also spends time on the Internet looking for new technologies that can be used in the production processes of his plant. Michael's search for new technologies that can be used in the production processes of his plant is an example of which type of management skill?

answer

conceptual

question

Managers with good ________ know how to communicate, motivate and lead to get the best out of their people.

answer

human skills

question

Joe the Manager (Scenario) As a production supervisor, Joe decides on Friday afternoon how many units of output his employees should produce. He also decides which employee will operate which machine. On Monday, he informs his employees of their assignments to specific machines by handing out assignment sheets. He tells the employees that the schedule is going to be difficult this week due to the increased number of units that have to be produced. He goes on to tell them that he is sure they can fulfill the schedule because they are such good and skilled employees. Each day during the week, Joe checks the amount of output that the employees have completed and the number of units that have been rejected. When Joe tells the employees that he is sure they can fulfill the schedule because they are good and skilled employees, he is performing which of the following management functions?

answer

leading

question

The ________ roles involve collecting, receiving, and disseminating information, according to Mintzberg's managerial roles.

answer

informational

question

A manager resolving conflict among organizational members is performing which of the following functions?

answer

leading

question

According to Mintzberg's managerial roles, the ________ roles are ones that involve people and other duties that are ceremonial and symbolic in nature.

answer

interpersonal

question

________ involves ensuring that work activities are completed efficiently and effectively by the people responsible for doing them.

answer

Managing

question

Effectiveness is associated with ________.

answer

doing the right things

question

In successful organizations, ________.

answer

high efficiency and high effectiveness go hand in hand

question

Which of the following skills involves the ability to work well with other people, both individually and in a group?

answer

human skills

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