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Question
(p. 524-525) Explain a customer service culture and its advantages.
Answer
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Related questions
Q:
(p. 393) In a network structure, where more communication flows through fewer members, the degree of centralization is higher.
Q:
Kelly has thought a lot about how to explain why she is quitting her job. Now that she has her thoughts in order, she is writing them down in a formal letter of resignation. Kelly is engaged in the decoding part of the communication process.
Q:
(p. 392) Noise increases the effort that the communicators need to exert to make the communication process work.
Q:
(p. 390) Conflict management is an action process.
Q:
(p. 388) Interpersonal activities that facilitate the accomplishment of the team's work but do not directly involve task accomplishment itself are termed as creative processes.
Q:
(p. 384) When teams engage in decision making, their activities are focused on generating novel and useful ideas and solutions.
Q:
(p. 348-349) An organization cannot function with only the management or just the production team. Briefly describe the types of teams using the criteria of purpose and activity, life span, and member involvement.
Q:
(p. 367) _____ means that members receive rewards that are dependent on both their team's performance and how well they perform as individuals.
A. Task interdependence
B. Hybrid outcome interdependence
C. Goal interdependence
D. Member ability
E. Member personality
Q:
(p. 361) Which of the following observations about member conscientiousness is true?
A. A team member with low conscientiousness tends to be dependable and works hard to achieve team goals.
B. Correcting a team member who has high conscientiousness will result in interpersonal conflicts.
C. A team member with low conscientiousness will have a positive effect on other team members.
D. A team member who has low conscientiousness helps other team members to accomplish work responsibilities.
E. A team with high conscientiousness will be more productive than a team with members with low conscientiousness.
Q:
Jax loves working on the new product team! Everyone is so friendly, there is never any bitterness or conflict. Jax is sure they will come up with the most creative new product ever! Is Jax right? Why or why not?
A. Not necessarily. The team members may be so focused on creating harmony, they may endanger task accomplishment.
B. No. Absolutely not. Teams must have dissenters, questioners, and confrontational individuals in order to succeed.
C. Yes, of course! The absolute best makeup for a team is to have all members demonstrate high levels of agreeableness.
D. Maybe. As long as there are a majority of narcissists on the team.
E. Yes, but only if all the team members also demonstrate high levels of neuroticism.
Q:
(p. 361) Tasks for which the contributions resulting from the abilities of every member are considered in total to determine team performance are called _____.
A. additive tasks
B. conjunctive tasks
C. subjunctive tasks
D. disjunctive tasks
E. indicative tasks
Q:
(p. 361) In tasks with an objectively verifiable best solution, the member who possesses the highest level of the ability relevant to the task will have the most influence on the effectiveness of the team. These types of tasks are called _____.
A. additive tasks
B. conjunctive tasks
C. subjunctive tasks
D. disjunctive tasks
E. indicative tasks
Q:
(p. 358) Which of the following statements about leader-staff teams is false?
A. The members are bound to follow their duties and do not have any scope for improving their performance.
B. The responsibilities of the leader and the rest of the team are distinct.
C. The leader makes decisions for the team and provides direction and control over members.
D. The members perform assigned tasks and cannot choose their own tasks.
E. The members have some latitude with respect to the behaviors they exhibit.
Q:
(p. 357) In the FIFA World Cup soccer matches, the Golden Shoe award is given to the top goal scorer, without regard to the performance of the player's team. The award could go to a player whose team doesn't even reach the finals. This award is an example of _____ interdependence.
A. high task
B. low goal
C. low task
D. low outcome
E. high outcome
Q:
(p. 239-240) Organizations impart certain types of knowledge to employees through formal training whereas some forms of information cannot be communicated through such trainings. Identify and compare the two types of knowledge these information represent.
Q:
(p. 255) A worker comes late to the work site. An external attribution will occur if there is high ______, high ______, and low ______.
A. consensus; consistency; extinction
B. consensus; distinctiveness; consistency
C. consistency; distinctiveness; consensus
D. extinction; consistency; distinctiveness
E. consensus; consistency; distinction
Q:
(p. 252) Albert is the manager of a large retail store. He has the authority to appoint employees in the store. The store does not have a specialized human resource executive and Albert himself conducts selection interviews. Albert has not received any training on selection and recruitment. This often leads to selection errors.
Albert does not prepare in advance for interviews. He asks questions that come to his mind easily during interviews. This indicates _____.
A. availability bias
B. bandwagon effect
C. self-fulfilling prophecy
D. projection bias
E. social identification
Q:
(p. 252) _____ are simple, efficient, rules of thumb that allow us to make decisions more easily.
A. Heuristics
B. Perceptions
C. Self-fulfilling prophecies
D. Climates of transfer
E. Attributions
Q:
(p. 252) A(n) _____ occurs when assumptions are made about others on the basis of their membership in a social group.
A. availability bias
B. bandwagon effect
C. self-efficacy
D. projection bias
E. stereotype
Q:
(p. 248) _____ can be described as emotionally charged judgments that arise through quick, non-conscious, and holistic associations.
A. Performance orientations
B. Intuition
C. Faulty attributions
D. Calculations
E. Rational decisions
Q:
(p. 246) _____ decisions are decisions that become somewhat automatic because people's knowledge allows them to recognize and identify a situation and the course of action that needs to be taken.
A. Programmed
B. Unstructured
C. Indirect
D. Spontaneous
E. Surface
Q:
(p. 245) The last step of behavior modeling is:
A. reinforcement.
B. production process.
C. attention process.
D. retention process.
E. behavior assessment.
Q:
(p. 243) United Motors is facing shortage of funds and has decided to implement the piece-rate system of payment. This way the workers who perform better will get higher wages and it would not be a huge burden on the company's bank account. Which of the following methods of reinforcement schedules has United Motors implemented?
A. Continuous
B. Fixed interval
C. Variable ratio
D. Variable interval
E. Fixed ratio
Q:
(p. 242) The workers at Snack Time are always on their feet and do not take extra long breaks because their supervisor Mr. Dan pays surprise visits to the production department. This practice helps the firm exceed performance targets. Mr. Dan practices which of the following reinforcement schedules?
A. Variable ratio schedule
B. Fixed interval schedule
C. Continuous schedule
D. Variable interval schedule
E. Fixed ratio schedule
Q:
(p. 242) In general, _____ and _____ should be the most common forms of reinforcement used by managers to create learning among their employees.
A. punishment; extinction
B. negative reinforcement; extinction
C. punishment; negative reinforcement
D. positive reinforcement; negative reinforcement
E. positive reinforcement; extinction
Q:
(p. 241) Jackson High School introduced a scholarship of $1,000 for students who maintain 100 percent attendance. This is an example of using _____.
A. positive feedback
B. negative feedback
C. punishment
D. extinction
E. positive reinforcement
Q:
(p. 241) A manager suspends one of his subordinates for showing up to work late. This is an example of:
A. negative feedback.
B. punishment.
C. negative reinforcement.
D. extinction.
E. neutral reinforcement.
Q:
(p. 75) The independent forms model of withdrawal argues that the various withdrawal behaviors are uncorrelated with one another, occur for different reasons, and fulfill different needs on the part of employees.
Q:
(p. 72) When employees engage in moonlighting, they use work time and resources to complete something other than their job duties, such as assignments for another job.
Q:
(p. 71) Loyalty is defined as an active, constructive response to a negative work event in which individuals attempt to improve the situation.