MGT Test 2 - Part 1

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Those high in this emotional intelligence trait tend to be empathetic. self-awareness self-efficacy social awareness relationship management self-management

social awareness

Alana, the children's department manager at Shoe Mart, has eight employees in her department, also known as her _________. All of eight of these employees report directly to her. hierarchy of authority span of direction management depth span of control area of responsibility

span of control

Alana, the children's department manager at Shoe Mart, has eight employees in her department, and all of them report directly to her. The eight employees who report directly to Alana are her _____.

span of control

Philip, a shift manager in a factory, has 40 employees on his shift that he directly supervises. The 40 workers who report directly to Philip represent his _____. division of labor hierarchy of authority span of direction span of control unity of command

span of control

A hierarchy culture has an internal focus and most values ____. community standards stability and control risk-taking flexibility external stakeholders

stability and control

In the BCG matrix, _____ are companies that have high growth and high market share, and are definite keepers. turtles sleeping giants stars cash cows sleepers

stars

In the BCG matrix, companies that have high growth and high market share, and are definite keepers are ____. stars sleeping giants cash cows turtles sleepers

stars

The tendency to attribute to an individual the characteristics one believes are typical of the group to which that individual belongs is called _____. self-serving bias attribution the halo effect stereotyping selective perception

stereotyping

The point of the performance appraisal is to stimulate better job performance. avoid legal problems, especially discrimination complaints. provide a paper trail of manager-employee interactions. demonstrate correct methods for work procedures. make sure that the subordinate's behavior is tightly controlled.

stimulate better job performance.

Ole McDonald, a successful farm equipment supply company in the Midwest, joined with A-Plus Supply, a national hardware and home retailer, so Ole McDonald can open stores in other regions and A-Plus can now offer a high-quality product in the farm community. This is an example of a ___ ____ relationship.

strategic allies

Dave owns several computer repair shops across the Midwest, and he has set a goal for his company of cutting costs in all his locations over the next three years. Dave has set a(n) ____.

strategic goal

Developing a comprehensive program for long-term success is the focus of ____. a synergy agenda strategic planning organizational diversity TQM mission and vision statements

strategic planning

Developing a comprehensive program for long-term success is the focus of ____. strategic planning tactical plans mission and vision statements a synergy plan a focused sigma plan

strategic planning

With small businesses in very competitive industries, small differences in performance may affect that company's survival. So in this case, it is worth the effort to implement _______. a synergy agenda TQM strategic planning MBO organizational diversity

strategic planning

With small businesses in very competitive industries, small differences in performance may affect that company's survival. In this case, it is worth the effort for the company's managers to implement organizational diversity. TQM. a synergy agenda. MBO. strategic planning.

strategic planning.

The three key principles of ______ are the creation of a unique and valuable position, trade-offs in competing, and creating a "fit" among activities. a strong employee morale strategic positioning an environment with few or no competitors an increased MBO company diversity

strategic positioning

Rashid, the CEO of Top Productions, was telling his new vice president of accounting that "In the past I had resistance to new ideas by people who felt that one of our plans threatens their influence or jobs. So when you tell your collections department that we just hired a collection agency to handle bad debt, you may have to sell your collections manager and his supervisors on using the agency and that nobody is going to be laid off." Selling middle and supervisory managers on changes to overcome their resistance is often a necessary part of _____. operational control strategy formulation reality assessment strategy implementation strategic control

strategy implementation

Many customers have visited Sally's Diner for decades because of their friendly service. Most customers feel that Sally's is the friendliest placed around. The friendly service at Sally's is an example of a company _____. weakness strength opportunity vision threat

strength

Many customers shop at Organic Foods because of the employees' extensive product knowledge. In a SWOT analysis, the employees' high levels of product knowledge are an example of the company's weaknesses. opportunities. intelligence. strengths. threats.

strengths

______ is the tension people feel when they are facing or enduring extraordinary demands, constraints, or opportunities and are uncertain about their ability to handle them effectively. Anxiety Apprehension Role overload Role conflict Stress

stress

A music teacher asked her students to set a really hard goal, such as increasing your practice time by 10 hours per week, which would cause her students to stretch beyond what they think is possible, this is known as a(n) ______ ______.

stretch goal

According to Richard Branson, founder of Virgin Atlantic airlines, you can set a really hard goal, such as increasing your class study time 50%, which is "stretching yourself beyond what your mind might think is safe," also known as a(n) ____.

stretch goal

"What is the assessment of the external environment? What are the critical issues facing the business? Can the business execute the strategy?" According to Bossidy and Charan, a ______ should address these some of these questions. value statement code of ethics mission statement strong strategic plan diversity agenda

strong strategic plan

What is the assessment of the external environment? What are the critical issues facing the business? Can the business execute the strategy? According to Bossidy and Charan, these are some of the questions that should be addressed in a _____. diversity agenda strong strategic plan value statement mission statement code of ethics

strong strategic plan

Malik and his managers spent a large sum of money on the new training program, and they feel that there has been little improvement as a result of the investment. The training is scheduled to continue for two more months, and Malik feels that with all the money already spent on the project, it is too costly to simply abandon it. This is known as ______.

sunk-cost bias

With SMART goals only a few goals should be chosen, and they should be results-oriented, that ____.

support the organization's vision

Doug is the CEO of Johnson Motors, a business consisting of Chevrolet, Buick, Cadillac, and Mercedes-Benz dealerships. He also sells Fleetwood and American Coach RVs. Doug mentioned to his sales manager that "there is economic value in having many related businesses managed by one ownership group. They are worth more than if they are separate companies." This is an example of ____. synergy multiproduct diversity differentiation diversification

synergy

According to Chester I. Barnard's classic definition, an organization is a formal system of task and reporting relationships that coordinate and motivate employees. means to increase collaboration and cooperation among groups of people. system of consciously coordinated activities or forces of two or more people. set of shared, taken-for-granted implicit assumptions that a group holds. type of analytical tool used for planning.

system of consciously coordinated activities or forces of two or more people.

blue ocean strategy

- A company creates a new, uncontested market space that makes competitors irrelevant, creates new consumer value, and decreases costs - "Competing in overcrowded industries is no way to sustain high performance," the authors write. "The real opportunity is to create blue oceans of uncontested market space."

What is a business plan?

- A document that outlines a proposed firm's goals, the strategy for achieving them, and the standards for measuring success

What is strategic management?

- A process that involves managers from all parts of the organization in the formulation and the implementation of strategies and strategic goals

How does effective execution help managers during the strategic- management process?

- Consistsofusingquestioning, analysis, and follow-through in order to mesh strategy with reality, align people with goals, and achieve results promised

What is strategic positioning?

- Developed by famous strategist Michael Porter - Attempts to achieve sustainable competitive advantage by preserving what is distinctive about a company - "Performing different activities from rivals, or performing similar activities in different ways"

How does a VRIO work?

- Framework for analyzing a resource or capability to determine its competitive strategic potential by answering four questions about its Value, Rarity, Imitability, and Organization

What tools can help me describe where the organization stands from a competitive point of view?

- Monitoring of an organization's internal and external environments to detect early signs of opportunities and threats that may influence the firm's plans - SWOT, process for scanning • Internal Strengths • Internal Weaknesses • External Opportunities • External Threats

diversification strategy

- Operating several businesses in order to spread the risk - Products maybe related or unrelated

What is a business model?

- Outlines the need the firm will fill, the operations of the business, its components and functions, as well as the expected revenues and expenses

What is competitive advantage?

- The ability of an organization to produce goods or services more effectively than its competitors do, thereby outperforming them

What is strategic innovation?

- The ability to reinvent the basis of competition within existing industries—"bold new business models that put incumbents on the defensive"

Why are direction and momentum important?

- Unless a plan is in place, managers may well focus on just whatever is in front of them, just "putting out fires." - Managers might be so preoccupied with day-to-day pressures that their organizations can lose momentum.

What are values statements?

- What the company stands for: its core priorities, the values its employees embody, and what its products contribute to the world - What values do we want to emphasize?

tactical goals

The top management of Tasty Foods, a food distribution company, has set strategic goals of increasing organizational market share and also decreasing corporate costs over the next three years. Greg, a division manager for Tasty Foods, has looked at his resources, and he has decided how his division can contribute to the two strategic goals set by upper management: (1) by partnering with another company and (2) by hiring a procurement manager to negotiate lower prices from vendors. Greg's next step is to roll out his ____ to his staff. - vision statements - codes of ethics - management guidelines - tactical goals - operational goals

tactical goals *tactical goals are set by and for middle-managers and focus on the actions needed to achieve strategic goals

Tactical goals

tactical goals are set by and for middle managers and focus on the actions needed to achieve strategic goals

Planning done by middle managers to determine what contributions their departments or similar work units can make with their given resources during the next 6 to 24 months is ________ _______.

tactical planning

The upper management of a large national retail grocery store has passed along the new goals of improving customer service to the district managers. At this point, the district managers need to determine how the stores in their district will achieve top management's goal with the given resources during the next 6 to 24 months. This type of planning is known as ____.

tactical planning

Melissa wants her employee, Ralph, to turn in his monthly sales report by the 5th of every month. This meets the ____________ requirement of SMART goals.

target dates

New developments in methods for transforming resources into goods or services are _____ forces.

technological

Social media (LinkedIn, Facebook) can make the search for new employees more efficient. The rise of social media is an example of a(n) __________ advancement or force. technological social or political demographic market inside

technological

Operational planning must be completed by first-line managers every ______, and tactical planning is done by middle managers every - 6 to 24 months; 1 to 52 weeks - year, if necessary; 1 to 90 days - year; 2 to 10 years - 1 to 52 weeks; 6 to 24 months - 1 to 12 weeks; year

1 to 52 weeks; 6 to 24 months

What is strategy?

1. A large-scale action plan that sets the long-term goals and direction for an organization 2. Represents an "educated guess" about what must be done in the long term for the survival or the prosperity of the organization or its principal parts 3. Strategic plans generally reconsidered every year due to everchanging business conditions

What's the five-step recipe for the strategic management process?

1. Establish the mission, vision and values statement 2. Assess the current reality 3. Formulate the grand strategy 4. Implement the strategy 5. Maintain strategic control

How can they be implemented through management by objectives and goal cascading?

1. Managers and employees jointly set objectives for the employee. 2. Managers develop action plans. 3. Managers and employees periodically review the employee's performance. 4. Managers make a performance appraisal and reward the employee according to results. ------ 1. Top management must be committed to it. 2. Goals must be applied organization-wide. 3. Goals must "cascade"—be linked consistently down through the organization.

What is planning?

1. Planning is defined as setting goals and deciding how to achieve them. 2. Planning is coping with uncertainty by formulating future courses of action to achieve specified results. 3. A plan is a document that outlines how goals are going to be met.

Why planning and strategic management are important?

1. Providing direction and momentum 2. Encouraging new ideas 3. Developing a sustainable competitive advantage

Trying to be rational isn't always easy. What are the barriers?

1. Relaxed avoidance - taking no action in the belief that there will be no great negative consequences 2. Relaxed change - realizing complete inaction will have negative consequences but opts for the first available alternative 3. Defensive avoidance - can't find a good solution and follows by (a) procrastinating, (b) passing the buck, or (c) denying the risk 4. Panic - so frantic to get rid of the problem that one can't deal with the situation realistically

What are the three principles that underlie strategic positioning?

1. Strategy is the creation of a unique and valuable position. • Few needs, many customers • Broad needs, few customers • Broad needs, many customers 2. Strategy requires trade-offs in competing. 3. Strategy involves creating a "fit" among activities.

How can I improve my decision making using evidence-based management and business analytics?

1. Treat your organization as an unfinished prototype. 2. Don't brag, just use facts. 3. See yourself and your organization as outsiders do. 4. Evidence-based management is not just for senior executives. 5. Like everything else, you still need to sell it. 6. If all else fails, slow the spread of bad practice. 7. The best diagnostic question: What happens when people fail?

A self-fulfilling prophecy is also known as __________. causal attribution learned helplessness selective perception burnout the Pygmalion effect

the Pygmalion effect

Rites and rituals are ____. For example, employees of New Belgium Brewery in Fort Collins, Colorado, get a free brewery-hopping trip to Belgium after being employed by the company for five years. company expectations for employees, such as working hard, ethically, and honestly a narrative based on true events that emphasize a particular value the activities and ceremonies that celebrate important occasions and accomplishments in the organization's life company values included in the code of ethics objects, acts, or the quality that conveys meaning to others

the activities and ceremonies that celebrate important occasions and accomplishments in the organization's life

The vertical hierarchy is also known as _____. the X-Y chart the corporate steps the chain of command the network structure an upward graph

the chain of command

Resistance to organizational change is considered to be the interaction of three causes. These causes can be generally described as employee characteristics, change agent characteristics, and _____. employee longevity the change agent-employee relationship community characteristics technology life cycles organizational size

the change agent-employee relationship

Anthony, the plant manager, was talking with another manager about Tim, the lead engineer in the corporate R & D department. Anthony remarked that "Tim is so bright, and is an expert in designing products. But like so many experts, he can't imagine what it's like to be as ignorant as the rest of us. I think at times, he cannot see things from an outsider's perspective." This is known as _____. the tunnel vision effect an analytics perspective the curse of knowledge the intellectual fog effect a narrow perspective

the curse of knowledge

Goal displacement, satisficing, and groupthink are problems with synergy the disadvantages of individual decision making a normal aspect of all groups some advantages of group decision making. the disadvantages of group decision making

the disadvantages of group decision making

Peter, the owner, is even more committed to making the used copier, which he recently purchased, work even though it keeps jamming and people have been telling him about other problems they have been having with it. Peter is affected by ______.

the escalation of commitment bias

Dave and his wife are expecting their first child this week, but Dave had to attend a very important meeting in Mexico City. While in Mexico, Dave was able to check his phone for text messages every hour, and as soon as his wife went into labor, he was able to return home in less than six hours. This "shrinking" of time and space with air travel and electronic media is known as ____.

the global village

A feedback technique in which an employee is appraised by her boss, peers, subordinates, and possibly clients is called a __________ appraisal. 360-degree BARS MBO reciprocal results

360-degree

Misperception often operating among investors (even professionals), who are more likely to buy a stock if they see something about it in the news or if it has a high one-day return, are experiencing __________. reverse discrimination an ethical dilemma self-serving bias the recency effect ethnocentrism

the recency effect

The chain of command is also known as _____. the horizontal specialization: the movement chart an analytics tool the vertical hierarchy the organizational picture

the vertical hierarchy

Which of the following statements about sexual harassment is true? A hostile work environment is characterized by a tangible economic harm. Uninvited hugging or patting someone is not considered sexual harassment. Sexual harassment is defined as occurring between members of the opposite sex. A person who feels he or she must acquiesce to a sexual proposition to keep his or her job is facing a quid pro quo. The organization cannot be sued for sexual harassment as long as its managers did not know about the situation.

A person who feels he or she must acquiesce to a sexual proposition to keep his or her job is facing a quid pro quo.

________ is another term for private-label brands. A. Store brands B. Off brands C. Manufacturer brands D. National brands E. Experiential brands

A. Store brands

Marketers need to think about the product offer on three levels. Which of the following levels includes associated services such as warranties, financing, support, and after-sale service? A. augmented product B. core customer value C. actual product D. modified product E. core product The augmented product includes associated services such as a warranty and a customer service line dedicated to product support.

A. augmented product

In a classic example of segmentation strategy, years ago Swift Meat Company transformed turkey meat into Butterball turkeys. In the process, the company A. differentiated its product. B. streamlined its delivery process. C. created a new class of micromarketing. D. defined consumers' basic needs. E. redefined mass customization.

A. differentiated its product.

After assessing the market growth potential and market competitiveness for his company's baby products in Mexico, Harmon wanted to evaluate market access. To do this, Harmon would consider A. ease of accessing or developing distribution channels and brand familiarity. B. the current size of the market and the expected growth rate. C. ease of pricing control and number of promotional outlets. D. the number of competitors, entry barriers, and product substitutes. E. profitability and customer buying behavior.

A. ease of accessing or developing distribution channels and brand familiarity.

Carlos has identified four potential market segments for his Rent-A- Nurse service. He will now compare the segments to see whether they are distinct from each other. Carlos is evaluating whether each segment is A. identifiable. B. responsive. C. profitable. D. reachable. E. substantial.

A. identifiable.

Randall wants to do an online survey of college professors about the factors that influence their textbook selection. He would like to use a structured survey but is not sure what responses to include for each question. Randall could use __________ to help him develop his survey. A. in-depth interviews B. experiments C. surveys D. observation E. primary data mining

A. in-depth interviews

Consumers might not realize that Old Spice health and wellness products and Iams pet nutrition products are made by the same company—Procter & Gamble. Old Spice and Iams are known as A. individual brands. B. family brands. C. corporate brands. D. traditional brands. E. registered brands.

A. individual brands.

Which of the following types of data would be the best choice for Wendy's fast food restaurants if the headquarters office wants to know how many hamburgers versus chicken sandwiches it has sold in past years? A. internal secondary data B. external secondary data C. survey responses D. focus group data E. primary data

A. internal secondary data

During the __________ stage of the product life cycle, sales are low and profits are small or negative. A. introduction B. leveling C. maturity D. growth E. decline

A. introduction

One key feature of the value of a strong brand is that A. it can protect the firm from competition. B. it no longer needs to be supported by advertising and promotion. C. if it becomes a generic name, the brand is worth even more. D. it cannot be successfully imitated by a retailer's own brand. E. competitors will typically abandon a sector altogether rather than compete.

A. it can protect the firm from competition.

Which of the following best describes when Johnson & Johnson introduces a travel-sized package for its existing baby oil product? A. line extension B. brand extension C. brand dilution D. rebranding E. co-branding

A. line extension

A restaurant chain is working to improve the quality of its food and service. It recruits customers who agree to respond to customer satisfaction surveys once every three months over the next two years, to track its progress. What kind of data is the restaurant chain collecting? A. panel data B. internal secondary data C. focus group data D. external secondary data E. scanner data

A. panel data

In one test before product launch, customers try a sample product and are then surveyed to understand whether they would buy/use the product again. This is known as A. premarket testing. B. market testing. C. alpha testing. D. concept testing. E. pre-launch testing.

A. premarket testing.

Suppose that Walgreens (a major drug store chain) wants to introduce its own brand of cough medicine that is similar in contents and packaging to a national brand, but at a lower cost. What kind of brand would Walgreens be introducing? A. private-label brand B. counterfeit brand C. premium brand D. national brand E. manufacturer brand

A. private-label brand

Which of the following is NOT part of the "actual product" level of the product offer? A. product warranty B. features C. design D. quality E. brand name

A. product warranty

A university using benefit segmentation and targeting students who want to get a degree quickly while still working full time would focus on A. providing classes at convenient times and offering online courses. B. discount pricing for students taking more than twelve credit hours. C. the higher average salaries earned by college graduates. D. the great variety of classes offered. E. the number of Nobel Prize winners on the faculty.

A. providing classes at convenient times and offering online courses.

Once a marketing researcher is ready to move beyond preliminary insights to specific, informed questions, the researcher is ready to conduct A. quantitative research. B. data warehousing. C. syndicated marketing surveys. D. qualitative research. E. research design.

A. quantitative research.

Ella had been using an imported brand of shampoo for several years, but she could no longer find it anywhere. As she was considering what kind of shampoo to try, she was surprised to see ads for Procter & Gamble's Head & Shoulders being promoted as a glamorous health-oriented product. She had always thought of Head & Shoulders as an anti-dandruff shampoo. The new ads suggest that Head & Shoulders has been A. rebranded. B. reformulated. C. licensed to a premium shampoo manufacturer. D. extended as a brand. E. co-branded.

A. rebranded.

Which of the following would NOT be used in calculating the profitability of a segment? A. segment perceptions B. segment size C. segment adoption percentage D. profit margin percentage E. fixed costs

A. segment perceptions

When Victoria's Secret offers different product lines, such as its Pink line, it is trying to capture the market by A. segmenting, targeting, and positioning. B. offering everything to everyone. C. trying lots of options to find out which one works. D. continual test marketing. E. focusing exclusively on its Pink brand.

A. segmenting, targeting, and positioning.

Overriding desires that drive how we live our lives are called A. self-values. B. self-concept. C. self-esteem. D. self-confidence. E. self-control.

A. self-values.

Blogs represent valuable sources of marketing research insights, but they are also a challenge for firms because A. they include both positive and negative commentary. B. they are expensive for firms to use. C. they are affiliated with companies, which biases their comments. D. they tend to be shy about putting their opinions out in cyberspace. E. they are unreliable.

A. they include both positive and negative commentary.

When a salesperson calls you to sell a cemetery plot, this is most likely what type of product? A. unsought product B. shopping product C. convenience product D. line extension E. secondary product

A. unsought product

Despite your best intentions, it's hard to bring the best evidence to bear on your decisions because of such reasons as ____. there's no competition or there's too much competition there's too much evidence; there's not enough good evidence and the side effects outweigh the cure it will hurt diversity and synergy within your organization it is too expensive; it's not ethical and there's not enough good evidence people are trying to mislead you and it will not allow MBO

there's too much evidence; there's not enough good evidence and the side effects outweigh the cure

Routine tasks and paperwork, as well as jobs that help your subordinates grow are __.

things that a manager should delegate, according to Odette Pollar

Michael Porter proposed that business-level strategies originate with the primary competitive forces in the firm's environment; these forces are _____. threats of substitute products and services and competitive rivalries threats of government paperwork and tax increases, bargaining power of suppliers, and competitive rivalries bargaining power of suppliers threats of new entrants and substitute products or services, bargaining power of suppliers and buyers, and competitive rivalries threats of new entrants and bargaining power of buyers and suppliers

threats of new entrants and substitute products or services, bargaining power of suppliers and buyers, and competitive rivalries

Strategic, tactical, and operational are the ____.

three levels of planning

trading bloc consisting of 10 countries in Asia is the ______

ASEAN

During weekly conference calls, Mary, a restaurant manager for a national chain of restaurants, and the other managers in her district explain to their district manager the reasons for different decisions; they also explain why certain costs and sales were higher or lower than they were the previous week. _______ is the explanation of their decisions and work results. A stepped decision Power A hierarchy of authority Touching Accountability

Accountability

"What shall we do about the problem?" is the question that would most likely be asked during the ______ stage of OD. feedback evaluation treatment or intervention changing diagnosis

treatment or intervention

Omar, an OD consultant, is working with members of a cross-functional team to build cohesiveness and practice skills to function better as a team. Omar is conducting the ______ stage of the OD process. feedback changing treatment, or intervention, evaluation diagnosis

treatment, or intervention,

Using 360-degree feedback appraisals to trigger pay and personnel decisions puts ______ at risk. development trust change performance training

trust

A California software firm was growing rapidly and hiring frequently, but primarily focused on campus recruiting at UC Berkeley and Stanford. When one older candidate did not get an interview after a phone screening, he went to the company's website and noted all of the young people in charge. He filed a discrimination lawsuit based on which law? Americans with Disabilities Act Civil Rights Act Age Discrimination in Employment Consolidated Omnibus Budget Reconciliation Act (COBRA) Sarbanes-Oxley Act

Age Discrimination in Employment

In considering the staffing an organization might need in the future, human resource managers should focus efforts on replacing those who retire or resign. hire 10% more people than were needed last year to cover possible growth. assume that the organization will not change much. understand the organization's vision and strategy in order to hire personnel to support them. assume that there will be radical changes in the supply of labor and the nature of the organization's jobs, and therefore defer planning.

understand the organization's vision and strategy in order to hire personnel to support them.

The best ways to avoid faddish management ideas are to understand your own core values, and use this knowledge to create or accept the core values of your company. adopt management by consensus and business process reengineering. implement a six-sigma quality system and manage by "walking around." emphasize employee diversity and expand the business's operations globally. adopt MBO and TQM.

understand your own core values, and use this knowledge to create or accept the core values of your company.

To explain how to initiate, manage, and stabilize planned change, Kurt Lewin developed a model with three stages. They were _______. eliminate barriers, gain allies, and execute change devise solutions, establish urgency, and produce change freeze, thaw, and refreeze refreeze, freeze, and unfreeze unfreeze, change, and refreeze

unfreeze, change, and refreeze

In the ______ stage of Kurt Lewin's change model, managers try to instill in employees the motivation to change, encouraging them to let go of behaviors that are resistant to innovation. refreezing freezing unfreezing modeling diagnosing

unfreezing

The ___________________ is the part of the labor-management agreement that states that employees who receive union benefits must join the union, or at least pay dues to it. agency clause union shop clause union security clause givebacks clause closed shop clause

union security clause

When the two newly hired analysts compared notes, they found that their interviews had been quite different. Each was long and involved, but the content of the questions varied based on previous employment and education. They confirmed that this company used a(n) ______ interview. structured unstructured standardized behavioral-description situational

unstructured

To increase profitability, top management of a national retailer needs to decide if it will close several stores. Management knows that by closing the locations, it will save the company millions of dollars and benefit many stockholder groups and individuals, compared to keeping those stores open and benefiting fewer people. This logic is an example of the ___ approach.

utilitarian

Employers must consider an employment test's ______, whether or not it measures what it purports to measure and is free of bias. reliability legitimacy validity consistency central tendency

validity

A ____ statement should describe what the organization stands for, its core priorities, the values its employees embody, and what its products contribute to the world. vision values mission diversity strategy

values

Compensation, recognition, and status are common ______ in the workplace. norms attitudes structures values perceptions

values

The relatively permanent and deeply held underlying beliefs and attitudes that help determine a person's behavior are known as ____.

values

The Whole Foods chain of supermarkets has stated, "With great courage, integrity, and love, we embrace our responsibility to co-create a world where each of us, our communities, and our planet can flourish. All the while, celebrating the sheer love and joy of food." This proclamation is Whole Foods' - vision statement - company tagline - values statement - corporate slogan - mission statement

values statement

Sally, Greg, Juan, and Amar are working on a project for a customer that is aimed at cutting the client's electrical costs. The four members of this workgroup are located throughout the Midwest, and they are utilizing the phone, e-mail, and collaborative computing to complete this project. This workgroup is an example of a modular group. virtual organization. matrix team. cross-focus group. geographic team.

virtual organization.

A declaration that expresses what the organization should become and where it wants to go strategically is its _______ _______.

vision statement

Is it appropriate for the organization and for the times? Does it set standards of excellence and reflect high ideals? Is it ambitious? These are all questions that are answered in a good _____. belief agreement management belief statement vision statement mission statement code of ethics

vision statement

The human resource manager at Helping Hands Inc. has just calculated that the employee absenteeism rate for 2015 is 15% higher than it was in 2014, and the turnover rate has increased 18% in the same time period. She should consider all but which one of the following options? identify causes of job dissatisfaction address job design deal with possible work overload identify possible employee role conflicts wait until 2016 and see what the rate is then

wait until 2016 and see what the rate is then

Don knows that one of the reasons people do not return to his electronics store is because of the slow service. This is an example of the organization's _____. intelligence opportunities strengths weaknesses threats

weaknesses

An organization's vision statement needs to describe the organization's purpose or reason for being. what the company will market and its business plan. what the company wants to become and its long-term direction and strategic intent. the organization's ethical and diversity standards. the organization's purpose or reason for being and its strategic intent.

what the company wants to become and its long-term direction and strategic intent.

An organization's vision is its long-term goal describing _____. its competition and external environment the ethical and diversity standards of the organization the organization's purpose or reason for being the organization's purpose or reason for being and its strategic intent what the company wants to become, its long-term direction and strategic intent

what the company wants to become, its long-term direction and strategic intent

Phillip said to a dear friend, "I am fed up with my company's continual disregard for human life and the environment. They just continue to secretly dispose of hazardous chemicals into a nearby stream. I don't know how they get away with it! I am going to tell somebody today." Phillip's decision to tell somebody about his company's actions is an example of a(n) ____-_____.

whistle-blower

Which of the following is not a way to encourage innovation? supporting innovation with investments of time and money withholding raises and promotions when innovation attempts don't work out reinforcing experimentation implementing effective reward systems creating a culture that celebrates failure

withholding raises and promotions when innovation attempts don't work out

Division of labor is also known as ____. an organizational graph a horizontal hierarchy work specialization chain of command a task chart

work specialization

Surveys show that employees are more interested in ______ rather than just earning a paycheck. status advancement opportunity recognition work-life balance benefits

work-life balance

__________ is an extreme form of a targeting strategy. A. Macromarketing B. Micromarketing C. Benefit marketing D. Differentiated targeting E. Concentrated targeting

B. Micromarketing

Deon is opening a car wash, and he has approached SCORE, an SBA organization that assists small-business owners in setting up their companies. As a new business owner, the SCORE counselors would probably advise Deon to _____.

write a business plan

How is consumer panel data collected during the test marketing phase of a new product introduction? A. Panelists complete a questionnaire about the product. B. Panelists scan their receipts on a home scanning device. C. Stores provide sales data to companies. D. Consumers voluntarily go to a website to record their preferences. E. Focus groups are held in key markets.

B. Panelists scan their receipts on a home scanning device.

__________ involves taking apart a product, analyzing it, and creating an improved product that does not infringe on the competitor's patents. A. Reverse innovation B. Reverse engineering C. Selective dissection D. Redistribution E. Creative destruction

B. Reverse engineering

Which of the following is the best example of a family brand? A. Cadillac, GMC, and Chevrolet B. Tostitos Multigrain Scoops and Tostitos Chunky Salsa C. Kellogg's Special K and Famous Amos Chocolate Chip Cookies D. Lifesavers Soda, Coca Cola, and Diet Coke E. KFC/Taco Bell Fast Foods

B. Tostitos Multigrain Scoops and Tostitos Chunky Salsa A firm can use its own corporate name to brand all its product lines and products, referred to as a family brand.

Wanda and Jim are working on a research project to anticipate customer attitudes toward a proposed new product line for their company. They have worked with the marketing manager to determine the answers that are needed and have created a detailed design of the project. Their next logical step will be to A. develop a budget. B. begin to collect data. C. summarize their preliminary conclusions to present to managers. D. begin recommending changes to the new product line based on ideas developed in the design phase. E. analyze the data.

B. begin to collect data.

One reason auto companies spend millions on racing cars is that they offer the opportunity to test new designs and technology under extreme conditions. Car racing provides an opportunity for A. pretesting. B. beta testing. C. test marketing. D. alpha testing. E. concept testing.

B. beta testing.

101. If a fast food restaurant collected photographs of its regular customers so that it could use facial detection software to identify visitors captured by security cameras, this would be an example of using A. external secondary data. B. biometric data. C. social media monitoring. D. illegal surveillance methods. E. sentiment mining.

B. biometric data.

The pharmaceutical industry often justifies the high prices for new drugs by arguing that it researches as many as one hundred new compounds before it comes up with one __________, an extremely successful product that pays for the costs associated with the other attempts to develop new products. A. standout B. blockbuster C. first mover D. pioneer E. premium product

B. blockbuster

Jake developed a toothpaste using only natural ingredients, and he has been quite successful selling the product in health food stores and some grocery stores. He has recently developed a toothbrush using bamboo and natural components. Jake is considering a __________, giving the toothbrush the same brand name as the toothpaste to have greater brand awareness. A. co-brand B. brand extension C. premium brand D. joint brand E. natural brand

B. brand extension

Matt was passionate about Abercrombie & Fitch. It was the only place he'd buy his clothes. If anyone asked him about clothes, he would talk for what seemed like hours about why he only shopped there. From a strictly marketing perspective, this word of mouth is an element of A. social marketing. B. brand loyalty. C. self-actualization. D. motivation. E. brand extension.

B. brand loyalty.

The basic reason manufacturers spend time and money building their own brands is to A. create brand awareness. B. build brand equity. C. offset the power of private label manufacturers. D. create positioning possibilities for their generic product lines. E. maximize product line depth.

B. build brand equity.

Sometimes brand names become synonymous with a product itself. If that happens, the brand A. has achieved brand stabilization. B. could lose its trademark status. C. should try co-branding to avoid brand dilution. D. should consider a new packaging strategy. E. easily eliminates all competition.

B. could lose its trademark status.

Nadia stood outside the mall and asked people which stores they visited and if they bought anything. If they said yes, she asked them what they bought and how they came to the decision to buy that item. What form of research was Nadia most likely conducting? A. questionnaire B. in-depth interviews C. experiment D. focus group E. biometrics

B. in-depth interviews

Corporate pilot fish are former employees who start a new business based primarily on contacts and contracts with their old company. A corporate pilot fish would probably pursue a __________ targeting strategy. A. macromarketing B. micromarketing C. benefit-based D. differentiated E. undifferentiated

B. micromarketing

Even if they succeed, new-to- the-world products are A. not always profitable. B. not adopted by everyone at the same time. C. sometimes copycat brands. D. not subject to the law of first movers. E. typically very short-lived.

B. not adopted by everyone at the same time.

If a new product concept gets positive evaluations from potential customers during concept testing, the next step for a firm is A. market testing. B. product development. C. brainstorming. D. reverse engineering. E. launching the product.

B. product development.

When the market research problem is not clearly defined, a researcher will likely engage in __________ research. A. data mining B. qualitative C. survey D. quantitative E. experimental

B. qualitative

Many restaurants offer daily specials, appetizers, entrees, and desserts not listed on their standard menu. These daily specials primarily provide the new product benefit of A. keeping up in a market where sales come mostly from new products. B. satisfying the changing needs of current and new customers. C. avoiding market saturation from products that have been on the market for a long time. D. creating diversification and reducing risk. E. reduction in cost of ingredients.

B. satisfying the changing needs of current and new customers.

A marketing research project often begins with a review of the relevant __________ data. A. primary B. secondary C. quantitative D. unfocused E. structured

B. secondary

Both major political parties have developed proprietary databases that contain vast information about voters, broken down by demographic and geographic information. This kind of information is A. primary data. B. secondary data. C. syndicated data. D. neuromarketing. E. qualitative research.

B. secondary data.

Zappos, an online shoe company, knows shoes are typically a(n) __________ good, with consumers often spending time comparing alternatives. They overcome that aspect of consumers' search process by offering a free, no questions asked return policy. A. specialty B. shopping C. convenience D. ritual E. impulse

B. shopping

According to productivity expert Odette Pollar, "To do more in a day, ____." you must do more—not do everything slower hire more employees do not delegate, but be more focused you must do more—not do everything faster you must do less—not do everything faster

you must do less—not do everything faster

Is the proposed action legal? If yes, does the proposed action maximize shareholder value? If yes, is the proposed action ethical? If no, would it be ethical not to take the proposed action? These are four questions that managers of all organizations should ask when confronted with a decision on an action according to _____.

Bagley's ethical decision tree

Porter's four competitive strategies

• Cost-leadership strategy - Keep the costs, and hence prices, of a product or service below those of competitors and target a wide market • Cost-focus strategy - Keep the costs of a product below those of competitors and to target a narrow market • Differentiation strategy - Offers products that are of unique and superior value compared to those of competitors but to target a wide market • Focused differentiation strategy - Offers products that are of unique and superior value compared to those of competitors and to target a narrow market

What are mission statements?

• Expresses the purpose of the organization • What is our reason for being? • Why are we here?

How do I work with others to make things happen?

• Groups take longer to make decisions. • Their size affects decision quality. - Optimal group size may be 5 or 7 people - Odd group numbers are best • Theymaybetooconfident. • Knowledgecounts.

How do I decide to decide?

• Importance - "How high priority is this situation?" • Credibility - "How believable is the information about the situation?" • Urgency - "How quickly must I act on the information about the situation?"

What are vision statements?

• It is a clear sense of the future and the actions needed to get there. • What do we want to become? • Where do we want to go?

Patty, the CEO of an oil drilling company, and her top management team recently discovered that their facilities are damaging an Asian beach and the local wildlife. They understand that they need to decide if temporarily closing or not closing the facility is unethical. To help them make their decision, they consider the following four questions: "Is not temporarily closing the facility legal? If yes, does this proposed action maximize shareholder value? If yes, is not temporarily closing the facility ethical? If no, would it be ethical not to take the proposed action?" Patty and her top managers are using ____ to help them make their decision. Bagley's ethical decision tree Frank Gilbreth's code of ethical conduct Maslow's hierarchy of needs the Sarbanes-Oxley Act of 2002 the stakeholder's value statement

Bagley's ethical decision tree

Elly and Sylvia, owners of Gaia Organic Foods, do not have a formal policy about dress code and work procedures because they see their company as a family place that is enjoyable to work for. Elly and Sylvia believe that if you treat employees like family, the company will do well and grow. _____ are the core beliefs that represent the core values of Gaia Organic Foods' culture. Basic assumptions Rites and rituals Espoused values Observable artifacts A code of ethics

Basic assumptions

What are the different kinds of plans?

• Operating plan - A plan that breaks long-term output into short-term targets or goals - Turns strategic plans into actionable short-term goals and action plans • Action plan - Defines the course of action (the tactics) needed to achieve a stated goal - Contains a projected date for completing the desired activities for each tactic

_______ is the process by which a company compares its performance with that of high-performing organizations. Benchmarking Competitive change Radical innovation Reference innovation Continuous improvemeny

Benchmarking

_______ is the process by which a company compares its performance with that of high-performing organizations. Reference innovation Continuous improvement Radical innovation Competitive change Benchmarking

Benchmarking

________ is the process by which a company compares its performance with that of high-performing organizations. Benchmarking Forecasting Synergy Trend analysis Contingency planning

Benchmarking

ABC Medical Technology, a fast-growing global research firm, has accumulated so much client information that conventional database management systems cannot handle its customer needs. Therefore, it purchased very sophisticated analysis software and supercomputing-level hardware. For the company's work with hospitals and university medical schools, ABC has been noted in publications as "real pioneers for innovation and productivity." This vast amount of data is known as ____.

Big Data

Stores of data that are so vast that conventional database management systems cannot handle them, and very sophisticated analysis software and supercomputing-level hardware are required, are known as ____. cyber-age databases new age computing super data Big Data mega IT

Big Data

The process of studying large amounts of data of a variety of types to uncover hidden patterns, unknown correlations, and other useful information is known as ____. mega research cyber-age research Big Data analytics new age computing super market data mining

Big Data analytics

_____ is the process of studying large amounts of data of a variety of types to uncover hidden patterns, unknown correlations, and other useful information. New age computing Mega research Cyber-age research Big Data analytics Super market data mining

Big Data analytics

_____ is the idea that proposes that the ability of decision makers to be rational is limited by numerous constraints, such as complexity, time, cognitive capacity, values, skills, habits, and unconscious reflexes. Analytics Nonrational decision making Bounded rationality MBO Rational decision making

Bounded rationality

____ is a technique used to help groups generate multiple ideas and alternatives for solving problems. Big Data Framing Brainstorming MBO Groupthink

Brainstorming

Which of the following diversity issues is true in the U.S. workforce? The median age of the American worker is at its lowest level in history. Workers ages 55 and older are expected to make up over one-half of the labor force in 2024. By 2060, the white population is projected to change from 77.5 percent in 2014 to 68.5 percent, African Americans from 13.2 percent to 14.3 percent, Asians from 5.4 percent to 9.3 percent, Hispanics or Latinos from 17.4 percent to 28.6 percent, and American Indian/Alaskan Native from 1.2 percent to 1.5 percent. Gay and bisexual male workers earn 10 percent to 32 percent more than equally qualified heterosexual counterparts. Literacy has ceased to be an issue among American workers.

By 2060, the white population is projected to change from 77.5 percent in 2014 to 68.5 percent, African Americans from 13.2 percent to 14.3 percent, Asians from 5.4 percent to 9.3 percent, Hispanics or Latinos from 17.4 percent to 28.6 percent, and American Indian/Alaskan Native from 1.2 percent to 1.5 percent.

Which of the following diversity issues is true in the U.S. workforce? Workers ages 55 and older are expected to make up over one-half of the labor force in 2022. The median age of the American worker is decreasing. Literacy has ceased to be an issue among American workers. By 2060, whites are projected to change from 78% in 2012 to 69%, African Americans from 13.1% to 14.7%, Asians from 5.1% to 8.2%, Hispanics or Latinos from 17% to 31%, and American Indian/Alaskan Native from 1.2% to 1.5%. Gay and bisexual male workers earn 10% to 32% more than equally qualified heterosexual counterparts.

By 2060, whites are projected to change from 78% in 2012 to 69%, African Americans from 13.1% to 14.7%, Asians from 5.1% to 8.2%, Hispanics or Latinos from 17% to 31%, and American Indian/Alaskan Native from 1.2% to 1.5%.

Assuming that a market research study will answer important questions and reduce uncertainty associated with the proposed project, a major question that needs to be addressed before starting the study is: A. How will the results be presented? B. Will observational research be considered intrusive? C. Is top management committed to the study? D. How will the questions be defined? E. Who will manage the research?

C. Is top management committed to the study?

__________ are customers who modify existing products according to their own ideas to suit their specific needs. A. Early adopters B. Market testers C. Lead users D. Reverse engineers E. Concept testers

C. Lead users

What is neuromarketing? A. The analysis of consumer comments on social media to understand consumers' thoughts and opinions. B. The use of psychological principles to design marketing research studies. C. The use of EEG scanners to measure consumers' brain waves. D. The use of neural networks to perform data mining and develop marketing insights. E. The use of in-depth interviews to map detailed networks of information storage in the brain.

C. The use of EEG scanners to measure consumers' brain waves.

Barbara is using a test model of her firm's new inline skates to see whether they work according to the design specifications. Barbara is involved in A. test marketing. B. product launch. C. alpha testing. D. product development. E. concept testing.

C. alpha testing.

The first step in the STP process is to A. identify the segmentation methods to be used. B. produce a list of strengths and weaknesses of the firm's past marketing strategies. C. clearly articulate the firm's vision or marketing strategy objectives. D. select target markets. E. develop a marketing mix, so that an appropriate segment can later be identified.

C. clearly articulate the firm's vision or marketing strategy objectives.

NASCAR redirected its marketing efforts when a survey indicated that almost 50 percent of race fans were female. This is an example of __________ segmentation. A. geographic B. psychographic C. demographic D. behavioral

C. demographic

Psychographics is the segmentation method that delves into how consumers A. adjust to demographic changes. B. allocate scarce incomes to a variety of goods and services. C. describe themselves. D. value their livelihoods. E. believe other people see them.

C. describe themselves.

The process by which the use of a new product or service spreads throughout a market group is referred to as A. new product introduction. B. lead user dispersion. C. diffusion of innovation. D. the product life cycle. E. product development diffusion.

C. diffusion of innovation.

The value of a brand is often calculated by assessing the A. difference between brand equity and brand liability. B. corporate profitability divided by the monthly brand earnings. C. earning potential of the brand over the next 12 months. D. effect of brand dilution if it occurred. E. average product line depth.

C. earning potential of the brand over the next 12 months.

Procter & Gamble is a huge national brand manufacturer. By having leading brands like Tide and Crest, P&G A. can monopolize store brands. B. has greater opportunity to dictate retail pricing. C. has greater control over marketing strategy. D. can increase brand dilution. E. can eliminate any local competition.

C. has greater control over marketing strategy.

When microwaves were new, they often cost over $300, were huge, and had numerous settings and options. Brenda and Bart waited, concerned about potential health hazards and wishing for more choices in the market. By the time they purchased a microwave, sales of microwaves had leveled off and prices had declined significantly. Brenda and Bart were part of the ___________ diffusion of innovation group. A. innovator B. laggard C. late majority D. early majority E. early adopter

C. late majority

Ron sells commercial-grade tools to building contractors. Whenever he visits his customers, he looks to see whether they are using his tools for other tasks or have modified the tools for some other purpose. These customers are __________, who can provide ideas for new and improved products. A. early adopters B. market testers C. lead users D. reverse engineers E. concept testers

C. lead users

One of the benefits of a differentiated targeting strategy is that it allows the firm to diversify its business and A. decrease advertising spending. B. focus on a single market segment. C. lower overall risk. D. use undifferentiated strategies in micro markets. E. more widely market basic commodities.

C. lower overall risk.

Another name for a manufacturer's brand is a(n) __________ brand. A. systematic B. extended C. national D. premium E. private-label

C. national

The diffusion of innovation theory is useful to marketers in helping them A. adjust to the performance life cycle. B. avoid the cost of concept testing. C. predict which types of customers will buy their product immediately and later. D. predict how long it will take for a new product to gain market acceptance. E. forecast sales for a new product.

C. predict which types of customers will buy their product immediately and later.

Firms spend millions of dollars annually to build brand equity, that recognizing brand equity contributes to A. product mix breadth. B. corporate stakeholder relations. C. profitability. D. brand liability. E. perceived brand personality.

C. profitability.

VALS is the most widely used __________ segmentation tool. A. geographic B. behavioral C. psychographic D. benefits E. geodemographic

C. psychographic

Another name for brand repositioning is A. strategic brand alteration. B. change management. C. rebranding. D. perception tracking. E. brand scaling.

C. rebranding.

Geodemographic segmentation can be particularly useful for __________, because customers typically patronize stores close to their neighborhood. A. Internet marketers B. wholesalers C. retailers D. consumer goods manufacturers E. cable TV networks

C. retailers

Company sales invoices, census data, and trade association statistics are examples of A. primary data. B. data mines. C. secondary data. D. tertiary data. E. qualitative data.

C. secondary data.

A(n) __________ is a fee paid by manufacturers to get new products into stores or to gain more or better shelf space for products. A. facilitating payment B. introductory price promotion C. slotting allowance D. stocking premium E. place holder

C. slotting allowance

When McDonald's comes up with a new drink or sandwich for its restaurants, it often markets it in a dozen or so of its outlets. When the company does this, it is engaged in A. pretesting. B. product launch. C. test marketing. D. product development. E. concept testing.

C. test marketing.

Lionel Smith Ltd. is a traditional men's clothing store. Every fall the owner sends an embossed invitation (much like a wedding invitation) to his regular customers, inviting them to a private reception showing the new fall line of clothes. For Lionel Smith Ltd., one of the benefits of having established a loyal customer base is A. recognition through industry awards. B. lower marketing costs associated with reaching loyal customers. C. that he can be less concerned about competitors' actions. D. increased price sensitivity among loyal customers. E. less need for concern about product quality.

C. that he can be less concerned about competitors' actions.

When consumers are __________, observation becomes particularly useful in understanding consumers' preferences. A. unwilling to participate in research B. confused by questionnaires C. unable to articulate their experiences D. interviewed too frequently E. highly educated

C. unable to articulate their experiences

After Mary's Gifts and Cards surveyed its customers, it discovered that its customers preferred the company's competition more than 70% of the time. The most frequently cited reason was customer service. This information will be most helpful to introduce to her employees during which stage of Lewin's change model? refreezing changing stabilizing unfreezing continuous improvement

Changing

Which of the following is an example of a proactive change? Ciara's staff is unhappy about the long hours they have been working and several of them quit before she knows there is a problem. Ciara's group sends a product that is nearing its launch date back to the drawing board based on a competitor's superior new offering. Ciara cannot get permission to hire another person until her group misses several deadlines. Ciara is constantly "putting out fires," responding to daily crises in her group. Ciara explores improvements in bonus structures with her staff and begins to implement them despite the fact that her employees are generally content.

Ciara explores improvements in bonus structures with her staff and begins to implement them despite the fact that her employees are generally content.

Which of the following is not one of the main ways to reduce cognitive dissonance? Find consonant elements that outweigh the dissonant ones. Belittle the importance of the inconsistent behavior. Complete an EI assessment. Change your attitude. Change your behavior.

Complete an EI assessment.

Which of the following is not one of the main ways to reduce cognitive dissonance? Belittle the importance of the inconsistent behavior. Complete an emotional intelligence assessment. Change your behavior. Change your attitude. Find consonant elements that outweigh the dissonant ones.

Complete an emotional intelligence assessment.

A typical focus group has ________ members. A. 2-4 B. 4-6 C. 6-8 D. 8-12 E. 12-15

D. 8-12

Now that the consumer demand is building for Miranda's new organic shampoo, she and her team face a new set of decisions. Which of the following is NOT one of the decision items on the agenda for the team discussion of place in the marketing mix for a new product launch? A. How much should be shipped initially to the stores? B. Where should the merchandise be stored: at distribution centers or shipped directly to the stores? C. Which retailers are chosen to sell the product? D. Are the packaging colors working well with the target markets? E. Should the manufacturer be involved in reordering decisions?

D. Are the packaging colors working well with the target markets? Packaging is a product issue, not a place issue.

__________ segmentation is the segmentation method most directly related to value creation for consumers. A. Geographic B. Demographic C. Psychographic D. Benefit E. Geodeomographic

D. Benefit

One of the major tools used by marketers to meet the needs of loyal customers is A. SKU. B. PDQ. C. IMF. D. CRM. E. GATT.

D. CRM.

In what country have regulators demanded that Facebook stop collecting biometric data on its users? A. the United States B. Russia C. China D. Germany E. Mexico

D. Germany

__________ are special incentives offering reduced prices for a limited time, offered to retailers to get them to try a new product. A. Loss leaders B. Push prices C. Market skimming incentives D. Introductory price promotions E. Distribution rebates

D. Introductory price promotions

__________ confirms insights and provides a basis for taking a course of action. A. Primary data collection B. Data mining C. Qualitative research D. Quantitative research E. Statistical sourcing

D. Quantitative research

Which of these is NOT one of the main components of a value proposition? A. The target market. B. The name of the product or brand being offered. C. The product/service category or concept being offered. D. The price of the product or service being offered. E. The unique point of difference or benefits offered.

D. The price of the product or service being offered.

One of the categories of products for which brand extension is especially logical is A. generic goods. B. generic services. C. commodities. D. complementary goods. E. licensed brands.

D. complementary goods.

By adding new product lines beyond its core business of computer software, like the Zune MP3 player and Xbox 360 game system, Microsoft primarily benefits by A. keeping up in a market where sales come mostly from new products. B. satisfying the changing needs of the technological research staff. C. avoiding market saturation from products that have just been introduced to the market. D. creating diversification and reducing risk. E. spreading out production costs.

D. creating diversification and reducing risk.

Through analysis of sales data, Price-Cutters retail store found that customers who bought peanut butter also tended to buy bananas. Price-Cutters was engaged in A. syndicated surveying. B. focus group analysis. C. behavioral analysis. D. data mining. E. structured sampling.

D. data mining.

Brand __________ is the set of assets and liabilities linked to a brand that add to or subtract from the value provided by the product or service. A. positioning B. licensing C. association D. equity E. solvency

D. equity

Which of the following is LEAST likely to be a source of ideas for new products? A. R&D efforts B. licensing technology C. consumer research D. geodemographic segmentation E. brainstorming

D. geodemographic segmentation

112. Let's Dish is a meal-preparation service operating in three states. Customers visit a Let's Dish store to select and partially prepare their meals, which are then packaged for the freezer. At home, the customer can pull a meal out of the freezer and warm it in the oven or microwave. If Let's Dish wanted to expand into new areas of the U.S., what segmentation method would probably be most useful in choosing new locations? A. loyalty segmentation. B. benefit segmentation. C. psychographic segmentation. D. geodemographic segmentation. E. demographic segmentation.

D. geodemographic segmentation.

Marketers often employ a combination of segmentation methods, using __________ to identify and target their customers, and __________ to design products and messages to appeal to them. A. loyalty segmentation; demographics B. undifferentiated targeting; differentiated targeting C. loyalty segmentation; geodemographics D. geodemographic segmentation; lifestyle or benefit segmentation

D. geodemographic segmentation; lifestyle or benefit segmentation

When Toyota introduced hybrid cars, there were waiting lists to buy them. Then Honda and a few other manufacturers entered the market, shifting the product life cycle for hybrid cars into the __________ stage of the product life cycle. A. introduction B. leveling C. maturity D. growth E. decline

D. growth

Innovators are a critical group of new product adopters because they A. are the major source of innovation. B. act as reverse engineering consultants. C. help with test marketing. D. help the product gain market acceptance. E. extend the product life cycle.

D. help the product gain market acceptance.

Within a perceptual map, a(n) __________ represents where a particular market segment's desired product would lie. A. point of parity B. strategic target C. PRIZM cluster D. ideal point E. benefit centroid

D. ideal point

A differentiated targeting strategy can allow a firm to obtain a bigger share of the overall market; this strategy A. is the cheapest option. B. requires the use of advanced advertising techniques. C. rarely works. D. is likely more costly than an undifferentiated strategy. E. is ineffective without multiple brand names.

D. is likely more costly than an undifferentiated strategy.

Social media monitoring, in-depth interviews, and focus groups are all __________ research methods. A. quantitative B. data warehousing C. syndicated marketing D. qualitative E. structured

D. qualitative

Recently, the number of students enrolled in the marketing program dropped while enrollment in the psychology program increased. The chair of the marketing department will probably use __________ as a first step to gain a better understanding of why enrollments are changing. A. experimental research B. data warehousing C. syndicated data D. qualitative research E. structured questionnaires

D. qualitative research

College students can be a less __________ market segment because students' media habits are quite diverse. A. substantial B. perceptive C. identifiable D. reachable E. quantifiable

D. reachable

After defining objectives and research needs, the next step in the marketing research process involves A. research evaluation. B. data collection. C. data analysis. D. research design. E. report writing.

D. research design.

Ronaldo wants to develop an Internet auction-based business and is working through the STP process. After establishing his objectives, describing potential market segments, and evaluating the attractiveness of each segment, Ronaldo now has to A. differentiate his product line. B. consider future customer loyalty. C. create a perceptual map. D. select a target market. E. divide geographic segments into lifestyle groups.

D. select a target market.

To develop psychographic segments, the marketer must understand consumers' A. age, income, and education. B. gender, race, and religion. C. disposable personal income, benefit perceptions, and alternative egos. D. self-values, self-concept, and lifestyles. E. buying patterns and behaviors.

D. self-values, self-concept, and lifestyles.

When Meg planned her trip to Australia, she spent months evaluating packages, airfares, and hotel accommodations. Meg's trip is an example of a(n) ________ product. A. specialty B. convenience C. unsought D. shopping E. sought

D. shopping

Commercial research firms like ACNielsen and SymphonyIRI Group are sources of A. primary data. B. internal secondary data. C. data mining. D. syndicated data. E. public data.

D. syndicated data.

_____ is the process of assigning managerial authority and responsibility to lower-level managers and employees. Delegation Authority Planning Control A power trip

Delegation

______ occurs when people are hired or promoted, or denied hiring or promotion, for reasons not relevant to the job. Bullying Affirmative action A hostile working environment Quid pro quo Discrimination

Discrimination

______ represent(s) all the ways people are unlike and alike. Dimensions Diversity Lifestyle Conditions Background

Diversity

______ represent(s) all the ways people are unlike and alike. Lifestyle Background Dimensions Diversity Conditions

Diversity

__________ occurs when the brand extension adversely affects consumer perceptions about the attributes of the core brand. A. Corporate branding B. Brand extraction C. Brand collusion D. Brand personality destruction E. Brand dilution

E. Brand dilution

A product is __________ that can be offered through a voluntary marketing exchange. A. the combination of a firm's marketing mix B. the brand associations C. the category depth D. a tangible item E. anything of value to consumers

E. anything of value to consumers

Why did PepsiCo reduce the weight of its water bottles by 20 percent? A. to save money on shipping B. to save money on materials C. to satisfy environmental groups D. to sell more bottles of water E. because PepsiCo was concerned about waste from its bottles

E. because PepsiCo was concerned about waste from its bottles

Four frequently used targeting strategies are the micromarketing, undifferentiated, differentiated, and __________ targeting strategies. A. geographic B. benefit-based C. economic D. global E. concentrated

E. concentrated

If the __________ diffusion of innovation group is relatively small, the number of people who ultimately adopt the innovation likely will also be small. A. innovator B. laggard C. late majority D. early majority E. early adopter

E. early adopter

Robin recently bought Voice over Internet Protocol (VoIP) phone service. A few of Robin's friends bought VoIP before she did, but many other friends were interested in Robin's opinions of the new phone service. Robin is a(n) __________ in this product category. A. innovator B. laggard C. late majority D. early majority E. early adopter

E. early adopter

Karen has identified four potential market segments for her Rent-A- Chef home meal catering service. The next step is to A. categorize each market segment by consumer demographics. B. establish her overall objectives. C. decide on a targeting strategy. D. develop a positioning strategy. E. evaluate the attractiveness of each segment.

E. evaluate the attractiveness of each segment.

A __________ brand is one where there is a contractual arrangement between firms allowing one to use its brand name for a fee. A. franchise B. joint venture C. shared D. common use E. licensed

E. licensed

Many former Enron professionals who had nothing to do with the corporate scandal found that listing employment with Enron hurt their chances of being hired elsewhere. For these people, the Enron name has A. no brand associations. B. unspent brand loyalty. C. private label impact. D. brand dilution. E. negative brand equity.

E. negative brand equity.

Between concept testing and market testing, a firm should engage in which stage of the product development process? A. securing financial backing B. marketing research C. brainstorming D. determining potential ROI E. product development

E. product development

Regina wants to position her financial services company. Regina can position her services according to all of the following EXCEPT A. the value proposition. B. product attributes. C. symbols. D. competitive comparisons. E. profitability.

E. profitability.

Karen has identified four potential market segments for her Rent-A- Chef home meal catering service. She will now evaluate whether each segment is attractive relative to all of the following EXCEPT A. substantial. B. responsive. C. profitable. D. reachable. E. realistic.

E. realistic.

Workers who face discrimination in their jobs in the United States are best protected by ______ legislation. EEO compensation small business labor OSHA

EEO

Which of the following is not a guideline that can lead to effective brainstorming? Encourage wild ideas. Eliminate ideas that will be too costly. Go for quantity over quality. Be visual. Build on the ideas of others.

Eliminate ideas that will be too costly.

______ means that anyone can be dismissed at any time for any reason at all, or for no reason. Capricious dismissal Quid pro quo Nonrational dismissal Employment at will Fair termination

Employment at will

______ is the belief that one's native country, culture, language, abilities, or behavior is superior to those of another culture. An ethical dilemma Ethnocentrism Stereotyping Reverse discrimination Diversity

Ethnocentrism

A company with a market culture has a strong internal focus, and it concentrates on developing the business and marketing plans, as well as helping employees market their product(s). True or False

False

A smoker who claims that the habit is not as dangerous as antismoking messages suggest, saying "My grandmother smokes and she's in her 80s," is attempting to increase cognitive dissonance. True or False

False

Anne, the electronics department manager at a local Target store, has a good working relationship with her employees. She believes in an open-door policy, and she encourages the open exchange of opinions in her department. Anne utilizes the directive style of management. True or False

False

B corporations are ones whose stocks are not listed on NASDAQ or as part of the Dow Jones Industrial Average. True or False

False

Demassification refers to customers becoming part of mass markets that reflect mass behavior and mass values. True or False

False

During annual inventory week, a department store may ask its employees to work 12 hours a day instead of the usual 8. During tax-preparation time, the store's accounting department may work similar hours. Although accounting employees are in a different department from stockroom and sales employees, it's reasonable to expect that the accounting employees wouldn't be terribly upset by the temporary change in hours because they've seen it in effect elsewhere in the store. This is an example of innovative change. True or False

False

Individuals with an external locus of control tend to display greater work motivation, which leads to higher salaries. True or False

False

Integrity tests are ineffective because dishonest people are able to fake conscientiousness, even on a paper-and-pencil test. True or False

False

Last year, Eduardo's home of 50 years, which contained so many family, school, and career memories, was destroyed in a fire. It is normal for this event to have a negative impact on his life and decision-making abilities for at least three years. True or False

False

Nonrational models of decision making assume that managers have complete information and are able to make the best decision for the organization. True or False

False

Productivity expert Odette Pollar recommends that managers delegate (1) emergencies and (2) confidential matters, and (3) personnel-related matters. True or False

False

Reactive change involves making carefully thought-out changes in anticipation of possible or expected problems or opportunities. True or False

False

T/F A business plan is a tool used by the federal government to determine how to strengthen the business sector through macroeconomics and microeconomics.

False

T/F A social audit is a systematic assessment of employee happiness within a company.

False

T/F Central American farmers sell their produce to American customers at a price that is above the price charged by American companies to increase the price of the American products, this is an example of dumping.

False

T/F During the annual planning meeting, Alexandria, president of a Fortune 500 company, discussed with the upper management the strategic goal of expanding company operations across the globe. This long-term vision by Alexandria is an example of e-commerce.

False

T/F Free trade is when companies offer their goods and services at little or no cost to consumers through bartering, coupons, and donations to enter a new market or with business start-ups.

False

T/F In discussing Americans as global citizens, Keith Reinhard from the nonprofit group Business for Diplomatic Action said, "Globally, Americans are viewed by the world as quiet humanitarians striving for equality and accord."

False

T/F Internal stakeholders include the owners, board of directors, customers, suppliers, distributors, and the community.

False

T/F The American research committee that promoted one world government and one world economy was known as the GLOBE project.

False

T/F The board of directors are elected by the employees.

False

T/F The planning/control cycle is an order planning system in which employees work with customers to plan orders and discuss delivery times.

False

T/F There is little proof that writing out goals helps an individual feel more confident and energetic when entering a new group.

False

T/F Tom and Susan, a young couple, are in need of assistance after Tom lost his job as a manager. Receiving unemployment payments and food stamps from the government are examples of philanthropy.

False

T/F Tom, the CEO of a large landscaping company, has been studying an article in a business publication that instructs managers how to increase profits through boosting worker efficiency. This is the aim of corporate social responsibility, which states that it is the responsibility of corporations to be profitable even if the other goals in the community are not met.

False

T/F When individuals or groups are in the process of purchasing a company, this action is known as being a stakeholder.

False

The vision statement is an organization's purpose or reason for being, and a company's mission statement is its long-term goal of what it wants to become. True or False

False

Tom is in the marketing department with HomeMade Soups. He was given the responsibility of determining if customers liked the new spicy chicken noodle soup. According to HomeMade Soups' sales data, over 4,000 customers purchased the new soup last month. If Tom surveys 25 of those customers, he has selected an appropriate sample size for decision making. True or False

False

Tom's Hardware has a simple organizational structure. There are no levels of middle management, because all employees report to the owner, Tom, or to his assistant managers. Tom's Hardware has a thin organizational structure. True or False

False

T or F? The upper-level managers of Deluxe Coffee are meeting to discuss the company's long-range goals and vision. Like any organization, Deluxe Coffee should adopt planning and strategic management for just two reasons: (1) to provide direction and momentum and (2) to encourage retention of high-value employees.

False *An organization should adopt planning and strategic management for three reasons: They can (1) provide direction and momentum, (2) encourage new ideas, and (3) develop a sustainable competitive advantage.

__________ is a performance review system in which all employees within a business unit are ranked against one another. 360-degree assessment Standard curve Unit grading Forced ranking Normal distribution

Forced ranking

____ is the tendency to attribute another person's behavior to his or her personal characteristics rather than to the situation the person is in. The halo effect Fundamental attribution bias Selective perception Stereotyping Self-serving bias

Fundamental attribution bias

The agreements of the World Trade Organization are based on ____.

GATT

________________ is the purpose of the strategic human resource process. Finding the human resources needed in a timely fashion Getting optimal work performance to help realize the company's mission and vision Formulating human resource-sensitive strategic plans Informing the grand strategy Maintaining a stable workforce for minimum expense

Getting optimal work performance to help realize the company's mission and vision

___________ are generous severance packages, negotiated by executives, which they receive if the company is taken over by another company. Life insurance policies Fringe benefits Maquiladoras Golden parachutes Silver linings

Golden parachutes

How do people know when they're being logical or illogical?

Having no prejudices or emotional blind spots, you are able to logically evaluate the alternatives, ranking them from best to worst according to your personal preferences.

When analyzing the "W" in SWOT analysis, Roberta, the manager might be assessing

High turnover of employees

____________ includes the activities managers perform to plan for, attract, develop, and retain an effective workforce. Contingency planning Job analysis Human resource management Performance appraisal Personnel development

Human resource management

____________ is a change that represents the introduction of a new practice to an organization but one that is not new to the industry. Reactive change Innovative change Proactive change Adaptive change Radically innovative change

Innovative change

In the third step of rational decision making (evaluating alternatives and select a solution), you need to evaluate each alternative not only according to cost and quality but also according to the following questions: _____

Is it ethical, feasible, and effective?

In the third step of rational decision making (evaluating alternatives and selecting a solution), you need to evaluate each alternative not only according to cost and quality but also according to which of the following questions? Is it ethical, feasible, and effective? Is it feasible and profitable? Is it feasible, effective, and efficient? Is it ethical and will it hurt diversity? Is it efficient, and how will it affect our marketing strategy?

Is it ethical, feasible, and effective?

What are the two types of goals?

Long-term and Short-term

in an __________ the purpose is to motivate subordinates

MBO

Which of the following is an accurate conclusion from the "Organizational Culture and Organizational Effectiveness: A Meta-Analytic Investigation of the Competing Values Framework's Theoretical Suppositions" study involving the culture of 1,000 companies?

Managers can use elements of these cultures to boost innovation and quality.

___________ is(are) included in strategic control. A strong employee diversity and synergy agenda Seldom making adjustments to a strategy Monitoring the execution of strategy and making adjustments, if necessary, Developing a diversity plan Implementing MBO

Monitoring the execution of strategy and making adjustments, if necessary,

_______ are voluntary collectives with the purpose of advancing their members' interests. One example of such a collective is the Teamsters Union. Nonprofit organizations For-profit organizations Clan cultures Volunteer co-ops Mutual-benefit organizations

Mutual-benefit organizations

_____ are the two kinds of spans of control. Multiple Choice Flat and broad Hierarchy and nonhierarchy Tall and hollow Tall and short Narrow and wide

Narrow and wide

Which of the following is NOT part of the strategic human resource management process? Negotiate employment contracts. Establish a grand strategy. Plan for human resources needs. Orient, train and develop personnel. Recruit and select people.

Negotiate employment contracts.

Salaried executive, administrative, and professional employees are exempt from ______ rules. ADA EEO Fair Labor Standards Act OSHA overtime

OVERTIME

Which of the following helps guarantee nonhazardous working conditions for employees? National Labor Relations Board Civil Rights Act Occupational Safety and Health Act Sarbanes-Oxley Act Fair Labor Standards Act

Occupational Safety and Health Act (OSHA)

______ is the personality dimension that describes how intellectual, imaginative, curious, and broad-minded a person is. Inventiveness Openness to experience Inquisitiveness Emotional stability Extroversion

Openness to experience

The ________________ requires employers with more than 50 employees to provide health insurance. Consolidated Omnibus Budget Reconciliation Act (COBRA) Patient Protection and Affordable Care Act Occupational Safety and Health Act Social Security Act Health Insurance Portability and Accountability Act (HIPAA)

Patient Protection and Affordable Care Act

______ consists of stable psychological traits and behavioral attributes that give a person his or her identity. Values Personality Character Attributions Attitudes

Personality

____________ is (are) defined as those stable psychological and behavioral attributes that give you your identity. Values Attitude Character Individual behavior Personality

Personality

Which of the following is not a recommended way to manage innovation and change? Don't stomp on new ideas. Have the courage to follow your ideas. Prevent failure at all cost. Give one consistent explanation for the change. Look for opportunities in unconventional ways.

Prevent failure at all cost.

__________ is the tendency for people with strong prior beliefs, when confronted with a choice, to make their decisions based on their beliefs even if their beliefs are false. Narrow-minded perception Prior-hypothesis bias Tunnel vision bias Single-vision stereotyping The curse of knowledge

Prior-hypothesis bias

_______________ is the process of locating and attracting qualified applicants for jobs open in the organization. Hiring Selection Interviewing Job posting Recruiting

Recruiting

_______________ is the process of locating and attracting qualified applicants for jobs open in the organization. Recruiting Selection Hiring Job posting Interviewing

Recruiting

________ is an emotional/behavioral response to real or imagined threats to an established work routine. Benchmarking Resistance to change Change agency Radical innovation OD intervention

Resistance to change

________ is an emotional/behavioral response to real or imagined threats to an established work routine. Resistance to change Change agent Radical innovation Benchmarking OD intervention

Resistance to change

Applications, résumés, interviews, and employment tests are known as ______ tools. performance sorting investigation recruitment selection

SELECTION

Billy told his boss, Gwen, that he is going to start training for the upcoming marathon to be healthier and to have more energy for work. When Gwen asked him about his running history, Billy said, "I really have never run before and don't exercise much. I just know I need to do something." Gwen told Billy, "You should start slowly, maybe setting smaller, realistic exercise goals that are achievable." Gwen is helping Billy with an achievable goal, a type of _____.

SMART goal

Brenda, the district manager for Beautiful Florist, told the store managers in her district that she needs the sales goals for next year. A new manager, Paula, said, "I am going to sell over $100,000 in flowers next year." Brenda later told Paula that "I need to know specifically, in each category, how much you plan on selling." Brenda's request for a specific answer is an example of a _____.

SMART goal

Dave and his partner are studying the strengths and weaknesses of their construction business, as well as researching the opportunities and threats in the external environment. This process by Dave and his partner is the development of a _____. synergy plan contingency plan strength statement SWOT analysis forecast

SWOT analysis

_____________ is the extent to which people like or dislike themselves. Locus of control Self-efficacy Self-awareness Emotional stability Self-esteem

Self-esteem

_______________ is the ability to control your emotions and act with honesty and integrity in reliable and adaptable ways. Situational awareness Social awareness Self-awareness Self-management Relationship management

Self-management

_______ capital is the economic or productive potential of strong, trusting, and cooperative relationships. This type of capital can help you land a job; a national survey of recruiters revealed that 74% had found the highest-quality applicants through employee referrals. Social Productivity Human Personal Relational

Social

__________________ includes aspects such as goodwill, mutual respect, trust, cooperation, and teamwork. Personal capital Social capital Relational capital Productivity capital Human capital

Social capital

What are SMART goals?

Specific, Measurable, Attainable, Results-oriented, Target dates

________ is the tendency to attribute to an individual the characteristics one believes are typical of the group to which that individual belongs. Attribution Stereotyping Self-serving bias Selective perception The halo effect

Stereotyping

What are 3 types of planning?

Strategic 1-5 years Tactical 6-24 months Operational 1-52 weeks

Danny is participating with other managers in a discussion about what his organization's goals should be for the next decade. He is participating in

Strategic planning

Apple has fired employees who have leaked news about unannounced products. Which step of the planning and controlling process is this?

Take corrective action

Which of the following is NOT a principal reason for transferring an employee? The employee's skills are needed in another part of the organization. The employee is suspected of illegal behavior. The transfer offers an opportunity to broaden employee experience. The employee has personal differences with his or her present boss. Giving employees a new challenge can help to maintain their interest and motivation.

The employee is suspected of illegal behavior.

Despite your best intentions, it's hard to bring the best evidence to bear on your decisions. Why? It will hurt diversity and synergy within your organization. People are trying to mislead you; and the evidence will not allow MBO. It is too expensive; and it's not ethical and there's not enough good evidence. There's no competition, or there's too much competition. There's too much evidence; and there's not enough good evidence and the side effects outweigh the cure.

There's too much evidence; and there's not enough good evidence and the side effects outweigh the cure.

The Equal Employment Opportunity Commission was established by the _________________ Act. Wagner Occupational Safety and Health Social Security Title VII of the Civil Rights Equal Pay

Title VII of the Civil Rights

______ refers to educating technical and operational employees in how to better do their current jobs. Orientation Mentoring Career instruction Training Development

Training

___________ refers to educating technical and operational employees in how to better do their current job. Assessment Development Orientation Training Evaluation

Training

Which of the following is NOT recognized as a key implementation principle of evidence-based management? If all else fails, slow the spread of bad practice. The best diagnostic question is: "What happens when people fail?" See yourself and your organization as outsiders do. Treat your organization as a closed system. No brag, just the facts.

Treat your organization as a closed system.

A job specification describes the minimum qualifications a person must have to perform the job successfully. For example, a job specification for an editor may require all editors to have flawless grammar skills. True or False

True

Adaptive change is the least threatening type of change and is therefore least likely to create resistance. True or False

True

After a recent exam, students earning Ds blamed factors such as bad luck, unclear lectures, and unfair testing for their poor performance. These students are engaged in self-serving bias. True or False

True

Competitive intelligence means gaining information about one's competitors' activities so that you can anticipate their moves and react appropriately. For example, managers gain competitive intelligence by reading business publications in order to understand competitors' business plans, goals, and strategies. True or False

True

Every year, 10% of GE's managers are assigned the bottom grade during the annual review cycle, and if they don't improve, they are asked to leave the company. GE uses a forced ranking performance review system. True or False

True

Fine Oil uses an organizational structure that includes both functional divisions (such as marketing and HR) and a divisional chain of command (such as the chemical and petroleum products divisions). For example, Glen, a salesperson for Fine Oil, reports to both the marketing manager and the petroleum products manager as he starts to develop the Shell Oil account. Fine Oil uses a matrix structure. True or False

True

In a single-product strategy, a company makes and sells only one product within its market. An example of a businessperson following a single-product strategy is a farmer who grows and sells only corn. True or False

True

Innovation is mostly the product of hard work and dedication rather than a "eureka" moment of epiphany. True or False

True

Internals likely would prefer and respond more productively to incentives such as merit pay or sales commissions. True or False

True

Investors who are more likely to buy a stock if they see something about it in the news or if it has a high one-day return provide an example of the recency effect. True or False

True

Keurig created a new category of coffee/tea preparation by offering one-cup-at-a-time pod-style brewing with its "K-cups." Keurig's product is an example of a transformational innovation. True or False

True

Lee has hired two new employees for her team, Jim and Judy. Jim is outgoing and attractive, while Judy is very bright but seems quiet and unsure. Lee immediately expects Jim to outperform Judy at the job. Lee is likely experiencing the halo effect. True or False

True

Roberto finds his job description and the criteria for promotion vague, an example of role ambiguity. True or False

True

T or F? Very five years, the upper-level managers of ABC Technology meet to develop a new large-scale action plan that will set the direction for the company for the next five years. In that meeting the managers work on developing a strategy.

True

T or F? When utilizing MBO, the manager and employee jointly set objectives for the employee, the manager develops action plans, the manager and employee periodically review the employee's performance, and the manager makes performance appraisals and rewards the employee according to the results.

True

T/F A distributor is a person or an organization that helps another company sell its goods and services to customers. Distributors are considered external stakeholders.

True

T/F A goal is a specific commitment to achieve a measurable result within a stated period of time.

True

T/F Alan, a retired doctor, is interested in starting a nonprofit organization that will include doctors and other medical professionals who travel to low income areas in the United States and internationally to assist with medical needs and open hospitals. Alan's organization is an example of a multinational organization.

True

T/F Alex, a district manager for a retail hardware store, asked his store managers for their store goals next year. Denise, one of the store managers, said, "I am going to increase my market share significantly next year by visiting businesses." Alex then responded to Denise with "Precisely how much are you going to increase your market share and by what date?" Alex is asking Denise to formulate a SMART goal.

True

T/F Don, a middle manager for a large restaurant chain, received an e-mail from the CEO outlining the new goal of decreasing company costs over the next three years. This is an example of a strategic goal.

True

T/F Franchising allows restaurants internationally to pay a fee plus a percentage of the profits in return for using a company's name and assistance with management, marketing, and the training of managers and nonmanagement employees.

True

T/F In the office of every general manager of Relaxing Hotel there is a small poster that reads, "We want to become the only place our customers want to stay for the night while traveling." This is the vision statement for Relaxing Hotels.

True

T/F Luis, the owner of a shoe factory in Panama, is unhappy due to a tax that the U.S. government has implemented on shoes exported there to protect U.S. shoe companies. This is an example of a tariff.

True

T/F Maquiladoras are manufacturing plants allowed to operate in Mexico with special privileges in return for employing Mexican citizens.

True

T/F Prior to opening his business, Sal, the owner of The Italian Kitchen, is writing a document that explains the reason for his business. This statement would be a part of his mission statement.

True

T/F Strategic management is a process in the formulation, implementation, and execution of strategies and strategic goals to advance the purposes of the organization.

True

T/F The global village refers to the "shrinking" of time and space as air travel and the electronic media have made it easier for people worldwide to communicate with one another.

True

T/F The macroenvironment, which includes sociocultural, demographic, political-legal and international forces, cannot easily be controlled by organizations.

True

T/F The system of governing a company so that the interests of corporate owners and other stakeholders are protected is known as corporate governance.

True

T/F To save money, Paul, the owner of a struggling restaurant produce supplier, has been considering reducing the amount of produce in some cases delivered to busy restaurants, knowing the customers will probably never notice. This decision is an example of an ethical dilemma.

True

T/F To start work every day, David sits down and sets his goals for the day and then he decides how to achieve them, formulating future courses of action to achieve the specified results. This is the definition of planning.

True

The Family and Medical Leave Act requires employers to provide 12 weeks of unpaid leave for medical and family reasons, including for childbirth, adoption, or family emergency. True or False

True

The arrangement of having discrete parts of a task done by different people is known as division of labor. True or False

True

The great majority of union workers are in the public sector. True or False

True

The marketplace is becoming less homogeneous and moving toward more niche products. True or False

True

Those who have the Type A behavior pattern are involved in a chronic, determined struggle to accomplish more in less time. True or False

True

Walt Disney Company's investment of $1 billion into a wearable technology that it hopes will revolutionize the way visitors spend money at Walt Disney World, featuring a website ("My Disney Experience") and data-collecting wristbands ("MagicBands") that interact with scanners throughout the 40-square-mile theme park, is an example of proactive change. True or False

True

When Angela, a new nurse was hired at Mercy Hospital, the HR manager gave her a handout containing a chart that showed a family-tree-like pattern of boxes and lines. This document, which shows the formal lines of authority and the organization's official positions and work specializations, at the hospital is called an organization chart. True or False

True

While figuring out how to save money for a bride who is having financial problems, Paula, the catering manager of Oh Happy Day, asked her assistant, "What do you think is the best menu to offer under these particular circumstances? How can we offer the bride and groom's guests a great meal within their budget?" Paula and her assistant are using the contingency approach. True or False

True

With an escalation of commitment bias, decision makers increase their commitment to a project despite negative information about it. True or False

True

With satisficing, managers look for alternatives until they find one that is satisfactory, not optimal. True or False

True

__________ is also known as division of labor. An organizational graph Work specialization A task chart Chain of command A horizontal hierarchy

Work specialization

According to Rosabeth Moss Kantor of the Harvard Business School, the events that set up conditions for the global economy in the 1980s were when the ____. a. Berlin Wall came down, Asian countries opened their economies to foreign investors, and there was a worldwide trend of governments deregulating their economies b. governments of China and India considered implementing certain aspects of capitalism c. Berlin Wall was built, Asian countries formed their own stock market, and NAFTA was implemented d. Berlin Wall came down, countries worldwide opened their economies to foreign investors, and there was a worldwide trend of governments regulating their economies e. Berlin Wall came down, and NAFTA and CAFTA were implemented

According to the text, there are specific ways an organization may foster high ethical standards. Which of these methods does IKEA seem to emphasize in its business practice? a. A formal written set of ethical standards guides the company's code of ethics b. Ethical behaviors are rewarded c. Prospective employees go through a strict screening process d. The Chief Ethics Officer promotes ethical procedures on a daily basis e. Top managers support a strong ethical climate

According to the watchdog group Public Citizen, NAFTA is responsible for ____. a. the loss of 845,000 U.S. jobs b. closing the wage gap between Mexico and the U.S. c. a higher standard of living among its trading partners d. a decrease in illegal immigration into the United States e. the formation of the IMF and World Bank

After more than 100 years in business, Don, the president of a successful family-owned company, wants to give back to the people of the community for the many years of success that they have given to my father and me. He decides to donate a significant portion of profits to a charity every year. What Don's company is doing is an example of ___. a. corporate social responsibility b. economic responsibility c. responsibility code of ethics d. legal responsibility e. corporate governance

All of the following are situations that Apple's top managers must be prepared to address EXCEPT a. Ignoring language barriers and miscommunications b. Ordering components and raw materials from foreign suppliers c. Working with other countries' law and business practices d. Communicating with expatriates e. Working with foreign partners

Dawn, a young single mother, found a wallet with a large amount of money inside. In the past she has always tried to return the cash to the owner, knowing it is the right thing to do. However, with tough times, she has decided to keep the cash. She told a friend, "I don't normally do this, but we really need the money. So I really have to do it this one time." The most likely explanation for Dawn's behavior is _____. a. motivated blindness b. the need-to effect c. the holier-than-thou effect d. a depression disorder e. sociocultural forces

George, who owns an international grocery store in Ohio, has benefited highly from the trading bloc that allows him to purchase food products from Central American nations at a nice discount. With many of his customers from Costa Rica, the Dominican Republic and Guatemala, he has benefited from the trading bloc known as _____. a. CAFTA-DR b. NAFTA c. EU d. Mercosur e. APEC

Helping people focus on critical problems, choices, and opportunities is possible through _____. a. planning and strategic management b. a strong value system c. MBO d. planning and diversity e. effective synergy policy

If you were a manager at IKEA, with which general environment force would you be most concerned when going forward with the decision to fight child labor at its root causes? a. Sociocultural forces b. Economic forces c. Technological forces d. Demographic forces e. Legal forces

If you were to use the __________ approach, you would perform a cost-benefit analysis to determine which option will result in the greatest good for the greatest number of people. a. utilitarian b. justice c. moral-rights

MBO works by objectives moving through the organization; that is, top managers set general organizational objectives, which are translated into divisional objectives, which are translated into departmental objectives. The hierarchy ends in individual objectives set by each employee. This is an example of MBO working as objectives ______ through the organization. a. cascade down b. move outward into the community c. change significantly d. move upward e. become less refined and more generalized

Recent protests against World Bank operations involve complaints of supporting countries permitting sweatshop labor or that restrict religious freedom, and _____. a. financing projects that could damage the ecosystem b. financially assisting al Qaeda-linked governments c. instituting unfavorable balance of payments in developing nations d. ignoring major human rights violations in western Africa e. encouraging fraudulent lending practices in Latin America

Sal, a production manager, knows that some of his employees are upset with the new corporate policy, and as a result, are participating in soldiering. To eliminate soldiering Sal can ___. a. carefully select workers according to their abilities and give workers training b. reduce training, but increase MBO c. place workers in any task available, focusing on their interests and not their abilities d. increase diversity and MBO e. reduce the use of scientific principles in planning work methods

Steve, a hotel general manager, has had great success using MBO. Hannah, his district manager, has found that his employees are highly motivated, and she believes that this is the case because in using MBO, Steve ____. a. rewards his employees with compliments, raises, and other benefits as they meet their goals b. gives few compliments, but is very honest with his employees c. has increased training d. is big on discipline e. uses the Outward Theory that proposes discussing issues in open meetings

Zara's goals should have all of the following characteristics except __________. a. being differentiated b. being specific c. being measurable d. being attainable e. including target dates

In a highly integrated organization, the specialists work together to achieve ____.

a common goal

Doug, a new manager, commented to a friend, "I am excited about different aspects of my new job. The company computers have entered the field of decision making. The network not only collects information more quickly, but the system also reduces the roadblocks when I need a group consensus." Doug is referring to _____.

a computer-aided decision-making system

A hierarchy of authority is ____. a diversity structure used in planning with recruiting, selection, and hiring a control mechanism for making sure the right people do the right things at the right time the arrangement of having discrete parts of a task done by different people also known as a division of labor also known as work specialization

a control mechanism for making sure the right people do the right things at the right time

A hierarchy of authority is ____. Most military organizations are known for having a strong hierarchy of authority. also known as work specialization the arrangement of having discrete parts of a task done by different people also known as a division of labor a diversity structure used in planning with recruiting, selection, and hiring a control mechanism for making sure the right people do the right things at the right time

a control mechanism for making sure the right people do the right things at the right time

Don, a new manager, commented to a friend, "I am excited about different aspects of my new job. The company computers have entered the field of decision making. The network not only collects information more quickly, but the system also reduces the roadblocks when I need a group consensus." Don is referring to a decision support system. the Delphi technique. brainwriting. collaborative management. brainstorming.

a decision support system

A decision tree is ____. a location used by Chinese philosopher Confucius in times of intense pressure the hierarchy that must be followed when getting decisions approved an organization's decision network a structure of problem-solving ideas, with its roots based on the organization's mission a graph of decisions and their possible consequences

a graph of decisions and their possible consequences

The profits of ABC Grocery have dropped significantly over the last several months. After investigating, the owner realizes that the store is moving in the wrong direction in many departments, so there needs to be greater focus by management. This is an example of how an organization can progress in the wrong direction with ____.

a poor plan

As a manager, when you expect employees to perform badly, they probably will, and when you expect them to perform well, they probably will. This is referred to as _____. the recency effect employee engagement stereotyping self-serving bias a self-fulfilling prophecy or the Pygmalion effect

a self-fulfilling prophecy or the Pygmalion effect

You are reading a business document that outlines your company's long-term goals and direction. These goals include "Reduce energy consumption in our offices by 20%," "Grow out market share in China from 3% to 10%," "Enter a strategic alliance with a partner in Australia to begin selling our products in Sydney and Brisbane," and "Equip all sales representatives with an app that allows them to provide an immediate quote when meeting with customers." What type of document are you reading? - a vision statement - a values statement - a SMART goal - a strategic plan - a business plan

a strategic plan *A strategic plan, or strategy, etc the long-term goals and direction for an organization.

During weekly conference calls, Mary, a restaurant manager for a national chain of restaurants, and the other managers in her district explain to their district manager the reasons for different decisions and why certain costs and sales were higher or lower for the previous week. The explanation of their decisions and work results is known as __.

accountability

During weekly conference calls, Mary, a restaurant manager for a national chain of restaurants, and the other managers in her district explain to their district manager the reasons for different decisions and why certain costs and sales were higher or lower for the previous week. The explanation of their decisions and work results is known as __. touching a hierarchy of authority decision steps power accountability

accountability

Mr. Jones, the department manager, told his employees that he wanted them to write down their work goals for the year. To help his workers achieve their stated goals, the next thing that he should ask for are each worker's _____ ______.

action plan

During December at Toys For Tiny Tots, employees know that they are generally required to work different schedules, weekends, and often with overtime to support the holiday shopping season. This is an example of a(n) ______ change. incremental radically innovative innovative reactive adaptive

adaptive

Phillip, owner of Technology Sales, said, "We have to focus on our customers and how can we beat the competition, so we have to be flexible." He encourages his R&D department to develop innovative products and focuses on being quick to respond to market changes. Technology Sales has a(n) _____.

adhocracy culture

Which type of workplace discrimination occurs when an organization uses an employment practice that results in unfavorable outcomes to a protected class? unequal application reverse discrimination harassment adverse impact disparate treatment

adverse impact

If a grievance procedure is not sufficient to solve a labor-management dispute, a binding decision may be sought from __________. the EEOC an arbitrator a shop steward the AFL-CIO a mediator

an arbitrator

Since Frank believes that external forces control him, he may do best in a highly structured job that requires greater compliance. This is an example of _________. high self-esteem low self-monitoring low self-esteem an external locus of control high self-efficacy

an external locus of control

People with ______ exhibit less anxiety, greater motivation, and stronger expectations that effort leads to performance. high self-efficacy an external locus of control an internal locus of control high self-monitoring low self-efficacy

an internal locus of control

A specialist at UPS who rides with couriers to learn about delivery time measurements and potential service problems is conducting a job posting. description. rotation. specification. analysis.

analysis.

Dave is a salesperson who takes a long time to make decisions. He loves sales because he responds well to the pressure he faces in the many new or uncertain situations as a salesperson. Like most successful salespeople, he is high in his tolerance for ambiguity. Dave represents a person with a(n) _____ style. behavioral conceptual directive analytical ambiguous

analytical

To help with hiring decisions during peak seasons and holidays, Touching Cards uses time-series forecasts, like sales from last Valentine's Day and Christmas, to predict future sales based on patterns of historical data. This defines ___. analytics a seasonal trend diagnosis a trend decision a logical system

analytics

Felipe and Meg are selling their home. They listed their house three months ago at an extremely high selling price, a price they randomly chose. They do not want to reduce the price to reflect what the marketplace shows their home is really worth. Felipe and Meg are participants in _____ bias. blind sunk-cost anchoring and adjustment ego confirmation

anchoring and adjustment

Phillip and Meg are selling their home. They listed their house three months ago at an extremely high selling price, a price they randomly chose. They do not want to come down on their price to reflect what the marketplace shows their home is really worth. This is an example of ______.

anchoring and adjustment bias

Which of the following may be considered, legally, to be an employment test? any procedure used in the employment selection decision process only interviews and personality tests small talk before and after the interview only personality tests only application forms

any procedure used in the employment selection decision process

People with low self-esteem ______ than those with higher self-esteem. choose more unconventional jobs are more dependent on others handle failure better exhibit more aggressive behavior focus more on their strengths

are more dependent on others

To understand your own values, you should articulate them in writing and test them through daily decision making. take a course on value creation and definition. write a strong marketing plan that will help you achieve your desired profit level. understand how ethics differs from legal requirements. focus on cutting costs while improving quality.

articulate them in writing and test them through daily decision making.

Don knows that one of the reasons people do not return to his electronics store is because of the slow service. How would a SWOT analysis classify the slow service at Don's electronic store? as an opportunity as a strength as a threat as intelligence as a weakness

as a weakness

Performance appraisal consists of __________. rotating job positions motivating and counseling setting standards and monitoring performance assessing performance and providing feedback motivating and monitoring performance

assessing performance and providing feedback

Which of the following is NOT one of the five steps in the training process? implementation attendance selection objectives assessment

attendance

Which of the following is not one of the five steps in the training process? implementation selection attendance objectives assessment

attendance

The three components of ______ are affective, cognitive, and behavioral. stress attitudes job satisfaction values personality

attitudes

The rights inherent in a managerial position to make decisions, give orders, and utilize resources are known as ____. power authority a clan culture a hierarchy of power touching

authority

Readily available information may not present a complete picture of a situation due to ____. information bias availability bias anchoring and adjustment bias the representativeness effect confirmation bias

availability bias

Brad supervises several employees who seem to have low self-efficacy. To improve this, he should do all the following except _____. avoid rewarding small successes nurture their self-efficacy role model and mentor them give positive feedback and constructive pointers provide guided experiences

avoid rewarding small successes

An organization should adopt planning and strategic management to ____. a. keep employees happy, encourage new ideas, and decrease costs b. provide direction and momentum, encourage new ideas, and develop a sustainable competitive advantage c. provide encourage new ideas, and increase organization diversity d. develop MBO, encourage new ideas, and increase profits e. decrease costs and increase synergy

As Disney is a business firm with operations in many countries, it would be considered a(n) ________. a. universal company b. multinational corporation c. international organization d. global organization e. multinational organization

Because several computers and keyboards in the computer labs have been damaged recently by drinks and food being spilled, the department chair of the IT department issued a directive that "Absolutely no food or drink is allowed in any computer lab." This statement by the department chair is a(n) ______. a. industry standard b. rule c. level of certification d. certified procedure e. procedure

Donna is the service desk coordinator in a department store, and she has set a goal this month of finishing her daily office work quicker so she can assist at the Service Desk earlier in the morning. She knows this will also help decrease theft, which will assist the company in achieving its goal of decreasing costs. Donna's goal of finishing her office work quicker is a(n) _____. a. operating plan b. operational goal c. strategic goal d. strategic plan e. tactical plan

Facebook is facing a(n) ____________, a situation in which they have to decide whether to pursue a course of action that may benefit them but is illegal or unethical. a. ethical self b. ethical dilemma c. social responsibility dilemma

If you were to use the ________________ approach, your decision would be guided by what will result in Facebook's long-term best interests. a. justice b. individual c. moral-rights

Managers who believe that their native country, culture, language, and behavior are superior to all others are ____ managers. a. polycentric b. ethnocentric c. maquiladoras d. geocentric e. diverse

The IMF has ____. a. provided support to global terrorists b. helped support some weaker European countries during the recent financial crisis c. been very helpful in monitoring international terrorists d. provided significant funding for business start-ups globally e. ignored the cause of income inequality

Thomas, the fire chief, told his employees to "Think big and endeavor to be more detailed and caring while at work and in setting goals. Therefore, when you give me your goals, I want them to be specific, measurable, attainable, results-oriented, and have target dates." Thomas was asking for his workers' _____. a. synergy objectives b. SMART goals c. strategic goals d. focused heart statements e. policies

Which of the following is a reason discussed in the case that Apple Inc. has expanded its operations globally? a. Greater availability of supplies b. Lower labor costs c. Avoidance of tariffs d. Fewer competitors e. Greater access to finance capital

With SMART goals only a few goals should be chosen, and they should be results-oriented, that ____. a. meet low cost goals b. support the organization's vision c. keep employees happy d. support the company's diversity plan e. align with the beliefs of the local community

Elly and Sylvia, owners of Organic Foods, do not have a formal policy about dress code and work procedures because they see their company as a family place that is enjoyable to work for. Elly and Sylvia believe that if you treat employees like family, the company will do well and grow. These beliefs by the owners of Organic Foods represent the core values of their organization's culture, and are known as ____.

basic assumptions

Organizational ______ tries to explain and predict workplace behavior to help managers better lead and motivate others. development awareness strategy behavior culture

behavior

"I'm going to buy a Ford to support the U.S. auto industry" is an example of which component of attitude? affective actionable value behavioral cognitive

behavioral

Bill is supportive of his employees and prefers to have verbal conversations rather than written memos. His style is

behavioral

The type of performance appraisal that judges specific, observable aspects of performance like being on time for work is a(n) ______ appraisal. self- MBO results objective behavioral

behavioral

During a(n) _______________, Megan asked Jeff to tell her about the actions he took to overcome some sort of adversity. realistic job preview situational interview behavioral description interview unstructured interview performance interview

behavioral description interview

The statement "I won't give Jim such a tight deadline again" reflects the ______ component of an attitude. behavioral or intentional cognitive factual decisional affective

behavioral or intentional

The question "What was the best idea you ever sold to a supervisor, teacher, peer, or subordinate?" would be used in which type of interview situation? behavioral-description interview compatibility test unstructured interview performance test situational interview

behavioral-description interview

Dora is conducting a performance appraisal for Sue, one of her employees. The company's performance appraisal form asks her to rate Sue's performance on various items like "Submits reports on time with minimal errors" on a scale from 1 to 5. Dora's is using a ______ appraisal system. MBO results 360-degree behaviorally anchored rating scale (BARS) trait

behaviorally anchored rating scale (BARS)

When utilizing SMART goals or MBO, deadlines can help you keep your eye on the ______ while simultaneously paying attention to _____.

big picture; the necessary details

When utilizing SMART goals or MBO, deadlines can help you keep your eye on the ______ _____ while simultaneously paying attention to the_______ _____. ____ _____;_____ ______

big picture;necessary details

An organization's internal stakeholders consist of ______, _____, ______.

board of directors, employees, owners

Susanne, the CEO of national IT manufacturer, was approached by Simple Phones, a new company that is marketing a new type of phone, to partner with the company on a project. The partnership is uncertain since the company and technology are new. Susanne is uncertain what to do because she is limited by numerous constraints, such as the uncertainty and complexity of the technology, the management success of Simple Phones, and time, since other companies are interested in the partnership. This is an example of _____. bounded rationality a bounded dilemma limited scope an ethical dilemma groupthink

bounded rationality

The idea that proposes that the ability of decision makers to be rational is limited by numerous constraints, such as complexity, time, cognitive capacity, values, skills, habits, and unconscious reflexes, is known as _____. bounded rationality rational decision making analytics nonrational decision making MBO

bounded rationality

Susanne, the CEO of a national IT manufacturer, was approached by Simple Phones, a new company that is marketing a new type of phone, to partner with the company on a project. The results of the partnership are uncertain because the company (Simple Phones) and its technology are new. Susanne is uncertain what to do because she is limited by numerous constraints, such as the uncertainty and complexity of the technology, the management success of Simple Phones, and time (because other companies are interested in the partnership). Susanne is experiencing bounded rationality. limited scope. an ethical dilemma. groupthink. a bounded dilemma.

bounded rationality.

nstructor Services is a technology company that offers many IT services in highly populated southern Ohio. The company's services and products include computer training, support, monitoring, repair, network design, virus removal, and software upgrades. It even sells refurbished computers. The source of Instructor Services' strategic position is high-profit margin and many customers. low-profit margin and many customers. broad needs and many customers. high-profit margin and few customers. broad needs and few customers.

broad needs and many customers.

For years, a mathematics professor experienced abusive behavior at a community college where he taught. It began with a group of managers spreading rumors and false accusations that threatened his job. The abuse was emotionally draining and took time and focus away from his job. The professor was the victim of disparate treatment. adverse impact. bullying. quid pro quo. reverse discrimination.

bullying.

The BCG matrix is a means of evaluating strategic business units on the basis of their _____. product quality and profitability differentiation and profitability business growth rates and share of the market business costs and share of the market BCG ratio

business growth rates and share of the market

The need the firm will fill, the operations of the business, its components and functions, as well as the expected revenues and expenses is expressed in the organization's ____.

business model

The need the firm will fill, the operations of the business, its components and functions, as well as the expected revenues and expenses is expressed in the organization's _______ _______.

business model

An organization's external stakeholders include ____. a. employees, owners, and the board of directors b. customers and employees c. customers, competitors, suppliers, distributors, strategic allies, employee associations, local communities, financial institutions, government regulators, special-interest groups, and the mass media d. suppliers, distributors, employees, owners, and the board of directors e. management and non-management employees

As the CEO of a company that produces products for schools, Hannah feels that her company needs to not only produce a profit but also do things that benefits society. This type of company attitude is an example of ____. a. moral rights b. a green attitude c. social responsibility d. corporate philanthropy e. individual responsibility

For organizations' board of directors, and in particular, their oversight of the CEO, the biggest complaint appears to be _____. a. the ethical code of management b. the lack of corporate social responsibility c. the independence of the directors d. the focus on profit above employee satisfaction e. the lack of interest in company matters

If you were a top manager in a large multinational corporation like Apple Inc., it would be most important for you to have qualities of a. Parochialism b. Ethnocentrism c. Geocentrism d. Polycentrism e. Egocentrism

If you were to use the __________ approach in deciding an ethical dilemma, your decision would be guided by the fundamental rights of human beings, such as those represented in the U.S. Constitution. a. justice b. utilitarian c. moral-rights

If you were to use the ______________ approach, your decision would be guided by respect for impartial standards of fairness and equity. a. individual b. moral-rights c. justice

Jane, a successful store manager, leads her employees by encouraging them and showing that she genuinely believes in them, and she encourages group and team efforts. Jane manages at Kohlberg's _____ level of personal moral development. a. unconventional b. nonconventional c. conventional d. postconventional e. preconventional

John, the owner of a lawn care service, likes to meet with his employees six months after their yearly evaluation to discuss how they are progressing on suggestions on and plans to improve their yearly job evaluation. At this point, by comparing the six-month results with the past evaluation, John is in the ______ steps of the planning/control cycle. a. planning b. organizing c. control d. observation e. termination

Tom, who owns a successful business with two locations and a few international clients, was approached by a large organization about dramatically expanding his company. Tom later told his wife that he is happy with his success, but he wants to stay small because if he decides to add new products, small companies ____. a. tend to not change due to inexperienced management b. take more time to start new endeavors c. can get started more easily and maneuver faster d. typically maneuver slowly with new ideas e. can adjust more easily to capital shortages

Writing employee schedules and a list of things to do for the cook is a type of ____. a. human resource management b. strategic planning c. operational planning d. delegation management e. tactical planning

In the BCG matrix, _______ are organizations that have slow growth but high market share, with income that often finances stars and question marks. cash cows sleepers dogs turtles sleeping giants

cash cows

In the BCG matrix, organizations that have slow growth but high market share, and income from them often finances stars and question marks, are ____. sleepers cash cows dogs sleeping giants turtles

cash cows

Astrid, a customer service representative with NorthTel Wireless Services, was asked by one of her customers if NorthTel would be interested in joining the chamber of commerce to meet potential customers and increase its contacts in the local business community. Astrid believes this is a very good idea and approached her manager, DeShawn, about becoming a chamber member. DeShawn said to Astrid, "Because the cost of membership is over $500 and you will have to leave the office to attend meetings, I will have to get approval from management above me." NorthTel is an example of an organization with work specialization. decentralized authority. centralized authority. unity of command. line managers.

centralized authority.

A consultant with a background in behavioral sciences who can be a catalyst in helping organizations deal with old problems in new ways is known as a _____. modification expert conversion specialist development counselor transformation consultant change agent

change agent

Employees and customers are treated like a family at Bayou Seafood Café. Paul and Betsey, the owners, work to encourage unity to increase their employees' job satisfaction and commitment. At their café, Paul and Betsey have built a(n) ____. bureaucracy culture market culture adhocracy culture clan culture goal-driven agenda

clan culture

The ______ component of an attitude consists of the beliefs and knowledge one has about a situation. cognitive affective perceptual decisional behavioral

cognitive

Which of the following is not a distortion in perception? recency effect causal attribution cognitive dissonance stereotyping halo effect

cognitive dissonance

Because people are uncomfortable with inconsistency between their attitudes and behaviors, they will seek to reduce group behavior. a self-serving bias. cognitive dissonance. causal attribution. fundamental attribution.

cognitive dissonance.

The growth, stability, and defensive strategies are ____. leadership strategies common grand strategies types of differentiation plans cost-leadership strategies stabilization strategies

common grand strategies

In the BCG matrix, CASH COWS are _____. highly overvalued, so are not wise purchases companies with slow growth and high market share risky new ventures beyond reach, due to their high purchase price and profits organizations with high growth and high market share which are definite keepers

companies with slow growth and high market share

Gathering information about your competitors' activities so that you can anticipate their moves and react appropriately is known as ____. MBO environmental exploration competitive intelligence scouting benchmarking

competitive intelligence

Pedro, CEO of a successful IT company, is constantly reading press releases, ads, and news articles about his competition, and he regularly checks information about new competitive products and visits trade shows to study his competition. Pedro is involved in ____. management by observation environmental observation TQM corporate spying competitive intelligence

competitive intelligence

Rebecca and Donna, owners of Fine Coffee and Pastry Shop, are concerned because Panera Bread is opening a new store just one mile from their shop. Rebecca and Donna know that Panera will be offering similar products; therefore, Panera Bread will be a ____ to Rebecca and Donna.

competitor

Marie is a small-business owner who loves to take risks. She also enjoys going out and meeting customers and potential clients—the social aspect of her job. Marie relies on intuition and discussions with others to acquire information. As an interior decorator, Marie utilizes her imaginative strengths, taking a broad perspective to problem solving, and she likes to consider many options and future possibilities. Marie represents a person with a(n) _____ style.

conceptual

conceptual.

When people seek information to support their point of view and discount data that do not, they are subject to ______ bias. For example, Joe uses the fact that his commute is now shorter to confirm his belief that there are fewer cars on the road. However, Joe is not accounting for the fact that he recently took over the graveyard shift, and that traffic is always lighter at night and in the wee hours of the morning. blind overconfidence representativeness framing confirmation

confirmation

Organizations using a matrix structure _____. contain two command structures, in which some people actually report to two bosses utilize teams or workgroups with few lines of authority centralize authority into a single person establish a hierarchy in which employees report to only one supervisor contain multiple overlapping command structures, in which employees report to several managers

contain two command structures, in which some people actually report to two bosses

Joe, a salesperson for a landscaping company, is working with a longtime customer who is interested in either cutting back on the services or getting a better price due to the tight economy. Joe tells his manager, "I want to take care of the customer with the best value. So what do you think is the best package to offer in this situation?" Joe and his manager are trying to utilize the _____.

contingency design

control

controlling the direction of the planning/control cycle

While setting up their corporation, Ming and Jie implement a system of governing their organization so that the interests of corporate owners and other stakeholders are protected. This is an example of a _____.

corporate governance

The notion that corporations are expected to go above and beyond following the law and making a profit to help society known is ____.

corporate social responsibility

The planning/control cycle has two control steps: (1) control the direction by comparing results with the plan and (2) control the direction by taking corrective action in two ways—namely by _____.

correcting deviations in the plan being carried out or improving future plans

The company's CEO puts pressure on the firm's R&D managers to develop products that can be created cheaply. The firm would be following a ________ strategy.

cost leadership

Mountain Rescue Incorporated sells emergency safety and rescue products to ski patrols and rescue workers at prices that are below those of its competitors, which offer a larger line of more expensive products and focus on broader markets. Mountain Rescue Incorporated is pursuing a ____ strategy. focused-differentiation cost-leadership differentiation narrow cost-focus

cost-focus

When organizations endeavor (1) to keep their costs (and hence the prices of their products or services) below those of competitors and (2) to target a wide market, they are utilizing a _____ strategy. reinventing differentiation cost-focus focused-differentiation cost-leadership

cost-leadership

Absenteeism, drug and alcohol abuse, and disciplinary problems are examples of _____. causal attribution organizational citizenship behaviors self-serving bias self-efficacy counterproductive work behaviors

counterproductive work behaviors

Don's Carpet installed carpet at no cost for City Office Supply, in exchange for $1,000 of office supplies. This is an example of ____.

countertrading

When individuals who want to start a new venture obtain many small amounts of money from many people, this type of financing is called ____.

crowdfunding

With its differently themed lands, live visits from animated characters and animatronics, Disney created its own _______________, a shared set of beliefs, values, knowledge and patterns of behavior common to a group of people.

culture

The second step in the strategic-management process is a(n) ________, where managers look at where the organization stands, and then determine what is working and what could be different to maximize efficiency and effectiveness in achieving the organization's mission. current reality assessment ethical and diversity evaluation grand strategy company synergy assessment organizational vision statement

current reality assessment

The second step in the strategic-management process is to look at where the organization stands and see what is working and what could be different to maximize efficiency and effectiveness in achieving the organization's mission. This step is the process of completing a(n) _____. grand strategy current reality assessment organizational vision statement ethical and diversity evaluation company synergy assessment

current reality assessment

Ford Motor Co. has separate divisions for passenger-car dealers, for large trucking customers, and for farm products customers. Ford is an example of an organization with ____. customer casting geographic divisions customer divisions product divisions matrix partitions

customer divisions

Ford Motor Co. has separate divisions for passenger cars, for large trucks, and for farm products. Ford is an example of an organization with a global corporate culture. matrix partitions. customer divisions. a decentralized management structure. geographic divisions.

customer divisions.

Alicia, a district manager for a global retailer, is traveling to different stores in her district to discuss with store managers how to increase profitability for the rest of the fiscal year. What is Alicia doing? a. avoiding the planning/control cycle b. researching the planning/control cycle c. eliminating the planning/control cycle d. controlling the direction of the planning/control cycle e. forecasting the planning/control cycle

All of the following are ways that Apple Inc. has expanded globally, as discussed in the case, EXCEPT a. Licensing products b. Franchising c. Participating in joint ventures d. Purchasing wholly-owned subsidiaries e. Global outsourcing

An ethical dilemma is a situation ____. a. you must emphasize social performance b. you must emphasize economic performance c. you review standards of right and wrong that influence behavior d. in which you have to decide whether to pursue a course of action that may benefit you or your organization but is unethical or even illegal e. in which you need to decrease costs

Disney's use of local Hong Kong managers and US managers who live and work in Hong Kong, known as _________________, contributes to its success in the Hong Kong market. a. third country nationals b. host country nationals c. universalists d. expatriates e. inpatriates

Steve, a recent college graduate in computer programming, is interested in several positions with global companies because he knows that working in other countries exhibits ____ to potential employers according to management recruiters. a. discipline and flexibility b. polycentricity and strong leadership skills c. independence, flexibility, and discipline d. independence, resourcefulness, and entrepreneurship e. ethnocentricity

The justice approach to deciding ethical dilemmas is guided by _____. a. what will result in the individual's best long-term interests b. respect for the fundamental rights of human beings c. respect for society and the environment d. respect for impartial standards of fairness and equity e. increasing profits and workplace diversity

The macroenvironment includes these forces: _______. a. diversity, microenvironment, sociocultural, demographic, political-legal b. economic, technological, sociocultural, diversity c. globalism, technological, sociocultural, demographic, microenvironment d. economic, technological, sociocultural, demographic, political-legal, international e. international, demographic, diversity, family, culture, technology

The mission statement expresses the ____. a. market for the product b. types of employees needed c. expected profitability of the organization d. purpose of the organization e. code of ethics

The planning/control cycle has two control steps: (1) control the direction by comparing results with the plan and (2) control the direction by taking corrective action in two ways—namely by _____. a. receiving feedback, and, if needed, making new plans b. increasing organization synergy and diversity c. researching ways to plan better and increasing profits d. correcting deviations in the plan being carried out or improving future plans e. improving future plans, and, if needed, cutting costs

Which of the following external stakeholders had the most impact on IKEA's actions when dealing with the ethical dilemma presented in the case? a. Owners b. Employees c. Governments d. Media e. Competitors

Why did Zara choose to take a chance and pre-order much less of the coming season's designs than its competitors? a. It allowed the company to save money. b. It corresponded with the company's mission statement. c. It was a new idea. d. It provided opportunities for the company to develop a competitive advantage. e. It is what the customers wanted.

At the strategic level of planning, managers must pay attention to the environment outside the organization, be future oriented, and ____.

deal with uncertain and competitive conditions

In which one of the following situations would OD techniques be the most helpful? helping employees from two similar organizations work better together in a strategic alliance facilitating discussion of ethical issues in preparing a company's code of ethics working with the CEO to determine how to increase profitability increasing efficiency among employees in a firm dealing with employee stress that comes from revitalizing an organization or adapting to a merger

dealing with employee stress that comes from revitalizing an organization or adapting to a merger

Artem, the president of Instructor Services, told one of his new hires that "Managers are encouraged to solve their own problems rather than to buck the decision to a higher level, and decisions are made more quickly, which increases our organization's flexibility and efficiency." These advantages that Artem spoke of are attributed to ____.

decentralized authority

A graph of decisions and their possible consequences is a ______. resolution graph decision-result assessment decision tree decision structure corporate hierarchy

decision tree

The combination of how an individual perceives and responds to information is a reflection of their ____. big data perception perception scale observation guide ambiguity index decision-making style

decision-making style

Ace Manufacturing has high turnover continually due to issues with the corporate office. Paul, the plant manager, is frustrated and cannot find a solution to stop it. At first he offered raises to many of the good employees who were leaving, but after a while, Paul started blaming those who were leaving, saying, "they are poor-quality employees and they are to blame for leaving." Paul is engaged in ____.

defensive avoidance

Over the course of 40 years, Sal grew his company to six package shipping stores. With his retirement approaching and the increased competition, he decided to reduce the number of locations to two. Sal's reduction of effort represents a _____. fixed plan defensive strategy stability strategy merger approach growth strategy

defensive strategy

Over the course of 40 years, Sal grew his company to six package shipping stores. With his retirement approaching and the increased competition, he decided to reduce the number of locations to two. Sal's reduction of effort represents a stability strategy. fixed plan. merger approach. growth strategy. defensive strategy.

defensive strategy.

Ralph, the manager of a busy hardware store, knows that he needs to entrust many of his tasks to managers and other employees, rather than falling into the common trap of perfection, believing he is the only person who can do this right and on time. This process of assigning tasks to lower-level managers and employees is known as ____.

delegation

Which of the following is not a suggested strategy for reducing unhealthy stressors in organizations? make career counseling available recommend a holistic wellness approach develop a more formal structure with close, authoritative supervision make jobs interesting provide employee assistance programs

develop a more formal structure with close, authoritative supervision

The primary reason for an organization to adopt planning and strategic management is to _____.

develop a sustainable competitive advantage

Alex is the R&D manager with Digital Copier Inc. The company is having a problem with one of its most popular copiers jamming. The vice president of marketing told Alex that "we need to quickly discover how to turn this problem into a desirable situation. You need to determine the underlying cause of the problem and perhaps even make improvements to the copier." When Alex analyzes the underlying causes of the paper-jam problem, which function is he performing? analytics synergy MBO feasibility diagnosis

diagnosis

Alex is the R&D manager with Digital Copier. The company is having a problem with one of its most popular copiers jamming. The vice president of marketing told Alex that "we need to quickly discover how to make this a desirable situation. You need to determine the underlying cause of the problem and perhaps even make improvements to the copier." This is an example of ____. analytics MBO feasibility synergy diagnosis

diagnosis

Analyzing the underlying causes is the process of ____. undermining diagnosis analytics digging management through analysis

diagnosis

As an OD consultant, Sharon is designing a survey of employee attitudes to be given to workers at SW Emergency Clinic. By collecting this information, Sharon is conducting the ______ stage of OD. evaluation intervention unfreezing diagnosis refreezing

diagnosis

The organizational development (OD) process has three steps: ____, ____, and ____. diagnosis, intervention, and evaluation intervention, implementation, and execution evaluation, data collection, and diagnosis management, diagnosis, and implementation management, revitalization, and adaptation

diagnosis, intervention, and evaluation

When more efficient workers earn higher wages, this is known as a _____ pay structure.

differential rate

Organic Market sells high-quality products and grocery items that are unique to their area; in addition it offers delivery for customers who are unable to leave their home and a number of regular workshops regarding eating healthy. By offering these types of products and services, Organic Market is pursuing a _____ strategy. differentiation cost-focus focused-differentiation cost-savings value-focused

differentiation

According to Lawrence and Lorsch, the stability of an organization's environment determine(s) the degree of ____.

differentiation or integration that is appropriate

According to Lawrence and Lorsch, the stability of an organization's environment determine(s) the degree of ____. profitability that is vital differentiation or integration that is appropriate synergy needed in an organization marketing and integration that is profitable differentiation and efficiency needed

differentiation or integration that is appropriate

Sam is the production manager of a busy shoe factory. He was chosen because prior to his promotion he had proven himself to be very efficient, and as a department manager he had a logical and practical approach to solving problems. Sam has a reputation for being decisive and getting things done. Most of the employees like Sam, but they feel his style is autocratic, as he likes to do things by the book. Sam represents a person with a(n) ______ style.

directive

Goal displacement, satisficing, and groupthink are ____.

disadvantages of group decision making

Goal displacement, satisficing, and groupthink are ____. advantages of group decision making disadvantages of group decision making disadvantages of individual decision making problems with synergy a normal aspect of all groups

disadvantages of group decision making

If a firm gives all international assignments to people without disabilities, assuming they will therefore not require special accommodations, which type of workplace discrimination has occurred? harassment reverse discrimination disparate treatment adverse impact wage gap

disparate treatment

ABC Brothers' cleaning products and equipment are sold to consumers and commercial cleaning companies in Best Supply's janitorial supply and equipment store. ABC relies heavily on Best Supply to help sell its goods and services to customers. Best Supply is a(n) ____ for ABC Brothers' products.

distributor

Quality Services is an organization that operates several companies that market food products, restaurant equipment, and paper and plastic products, and it even has a division that counsels restaurant owners, helping them become established. Quality Services is involved in a _____ strategy. multiproduct focused-differentiation strategy single-product diversification differentiation

diversification

Quality Services is an organization that operates several companies that market food products, restaurant equipment, and paper and plastic products, and it even has a division that counsels restaurant owners, helping them launch new restaurants successfully. Quality Services is pursuing a _____ strategy. multiproduct focused-differentiation strategy single-product diversification differentiation

diversification

When an organization operates several businesses to spread the risk, such as a landscaping company that offers not only landscaping services but also lawn care, snow removal, and other services, that business is utilizing a ____ strategy. multiservice diversity focused-differentiation diversification differentiation

diversification

Employees at KarKare, Inc., believe that the company is fair to all employees, regardless of their age, gender, race, ethnicity, sexual orientation, or disability. It is accurate to say that KarKare has a positive employee assistance program. transgender population. diversity climate. role conflict. ethnocentric culture.

diversity climate

The arrangement of having discrete parts of a task done by different people is known as a(n) ____. employee structure division of labor common purpose organization chart contingency approach

division of labor

Quotas are designed to prevent _____.

dumping

After its success in the US, the Disney Company expanded its operations to open theme parks in Europe and Asia. This overseas expansion was pursued in order to capitalize on ____________. a. avoidance of traffic and quotas b. low labor costs c. access for finance capital d. the availability of supplies e. access to new markets

Decisions that retail managers make on which products to pull from the floor and which products to order more inventory are considered as _________. a. tactical planning b. bargaining planning c. strategic planning d. task planning e. operational planning

How might IKEA's positive ethical behavior and social responsibility benefit the company? a. Increased employee misconduct and fraud b. Declining profits c. Reduced customer goodwill d. Declining sales growth e. Decreased employee turnover

Like other international companies, Jane is interested in expanding her candle business globally primarily to ___. a. utilize export embargos to increase business b. take advantage of supplies, new markets, and a diverse workforce c. increase synergy and diversity d. implement tariffs and import quotas e. take advantage of supplies, new markets, and lower labor costs

Making periodic deliveries of products to each Zara store is an example of ________. a. controlling the direction by improving future plans b. controlling the direction by correcting deviation in the plan c. controlling the direction by comparing the results with the plan d. making the plan e. carrying out the plan

The Disney brand is able to transcend all cultures by bridging cultural gaps across all of the following basic cultural areas EXCEPT: a. language b. time orientation c. religion d. interpersonal space e. food

The WTO was formed to ____. a. scrutinize multinational organizations b. keep an eye on working terrorists c. monitor business start-ups globally d. oversee worldwide mergers e. monitor and enforce trade agreements

The plant manager of a factory that produces tires told Sal, the purchasing manager, to approach the suppliers of the plant to discuss discounts. A supplier to that factory ____. a. helps Sal's company sell its goods and services to customers b. competes for customers or resources c. rescinds tax breaks when firms don't deliver promised jobs d. joins forces with Sal's plant to achieve advantages neither can perform as well alone e. provides raw materials, services, equipment, labor, or energy

The shared set of beliefs, values, knowledge, and patterns of behavior common to its people is a nation's _____. a. laws b. ethical set c. alliances d. synergy e. culture

Wanda, a CEO, has been encouraging her managers to study and utilize theoretical perspectives of management because this approach _____. a. emphasizes diversity b. builds a strong family-type culture c. is an effective synergy-building approach d. is an effective cost-reduction tool e. provides clues to the meaning of your managers' decisions

Warm Hearts is a nonprofit organization that brings warm meals to older adults and runs errands for its clients; the board of that nonprofit is called the _____. a. strategic board b. daily oversight committee c. nonprofit trustees or the directors d. overall board e. board of trustees or board of regents

Zara's identification of customer needs can be categorized as which planning and strategic management step? a. Maintain strategic control b. Implement the strategy c. Formulate the grand strategy & strategic, tactical, & operational plans d. Establish the mission and vision e. Assess the current reality

Which of the following is NOT an example of an incentive? commissions stock options bonuses profit-sharing plans education reimbursements

education reimbursements

Making formal statements, holding rites and rituals, utilizing employee training and coaching, demonstrating how a leader reacts to a crises, being a role model, and giving rewards, promotions, and bonuses are some of the teaching methods that organizations can utilize to ____.

effect corporate change

Kotter proposed which of the following for organization change? eight steps for leading organizational change a three stage model: unfreezing, changing, and refreezing a three-step model: diagnosis, intervention, and evaluation ten reasons employees resist change three types of innovation: adaptive, innovative, and radically innovative

eight steps for leading organizational change

The United States has prohibited the import of products from Iran due to the political situation in that nation. This ban is an example of a(n) ____.

embargo

The United States has prohibited the import of sugar and cigars from Cuba. This is an example of a(n) ____.

embargo

Greg, the CEO of Organic Market, wants managers and employees to instruct each other about the organization's chosen values and beliefs. Greg has encouraged the seasoned employees to retell stories about the company legends, and he plans on bringing back the monthly rewards. Greg is endeavouring to ____. add heroes establish a value system embed industry culture embed company culture use a diversity plan

embed company culture

Della, the new CEO of Sky Advertising, has been with the firm for over 25 years. She was picked by the board to turn the 85-year-old agency around and to do so, Della wants to bring back some old ideas that previously worked at Sky. She plans on having managers and veteran employees instruct each other about the organization's chosen values, beliefs, and expectations through holding some of the old rites and rituals, retelling stories about company legends, bringing back training and coaching, and once again having quarterly reward ceremonies. The things Della wants to do are an example of ____.

embedding culture

People high in ______ are responsive to others' social and interpersonal cues. agreeableness external locus of control emotional intelligence self-efficacy self-esteem

emotional intelligence

Which of the following is NOT a principal reason why an employee may be transferred? to broaden employee experience. to retain employee interest and motivation by presenting a new challenge. employee's skills are needed in another part of the organization. employee is suspected of illegal behavior. employee has personal differences with their present boss.

employee is suspected of illegal behavior.

Thomas, a sales associate in the furniture department, reports to Betsey, the furniture department manager. This morning, Betsey asked Thomas to change the price tags on the desk chairs. While working on this task, David, the computer department manager, told Thomas that he wanted him to unload some computers. Thomas is confused about what to do because under the principle of unity of command, _____.

employees should report to one manager

Which of the following is the factor that most reduces an organization's ability to learn from failure? employees with a strong desire to acquire personal wealth employees who embrace a learning culture employees who like to experiment with multiple solutions employees with a high tolerance for ambiguity employees who blame others for failure

employees who blame others for failure

During Lewin's refreezing stage, managers should reduce the barriers to change. make employees dissatisfied with the present way of doing things. give employees the tools for change. encourage and reinforce the desired change in the employees. provide benchmarking results.

encourage and reinforce the desired change in the employees.

Bryan Barry suggests that to keep a strategic plan on track, organizations should ____. engage people, keep people happy, provide fun activities, and provide good benefits engage people, keep it simple, stay focused, and offer a good benefit package aggressively compete, cut costs, focus on customer service, and engage people engage people, keep it simple, stay focused, and keep moving provide fun activities, provide good benefits, and keep it simple

engage people, keep it simple, stay focused, and keep moving

Bryan Barry suggests that to keep a strategic plan on track, organizations should aggressively compete, cut costs, focus on customer service, and engage people. provide fun activities, provide good benefits, and keep it simple. engage people, keep it simple, stay focused, and keep moving. engage people, keep it simple, stay focused, and offer a good benefits package. engage people, keep people happy, provide fun activities, and provide good benefits.

engage people, keep it simple, stay focused, and keep moving.

Regarding the results of a SWOT analysis, organizational opportunities are ____. MBO skills and opportunities that should be emphasized skills and capabilities that give an industry advantages in executing its strategies environmental factors that the organization may exploit for a competitive advantage weaknesses within the organizational hierarchy problems that a specific industry needs to correct

environmental factors that the organization may exploit for a competitive advantage

Susana keeps a close eye on her company's internal and external environment to discover possible opportunities for new products and to discern possible threats from the competition. In which activity is Susana engaged? corporate spying competitive intelligence environmental scanning the synergistic approach management by observation

environmental scanning

HP founders David Packard and William Hewlett created a close-knit organizational culture that gave a lot of responsibility to employees and fostered innovation within the company, which were clearly stated values of the firm's founders. This is an example of _____.

espoused values

The employees of Mom's Pizza, a local pizza restaurant, feel that the owners and managers really try to follow the ethical policies outlined in their company's code of ethics. Pete, a cook, said that "Just today, Joe, our manager, called our supplier to let them know we received an extra case of tomatoes that we did not pay for. And they do this type of thing almost every day." Mom's Pizza maintains a(n) _____.

ethical climate

standards of right and wrong that influence behavior are ____.

ethics

standards of right and wrong that influence behavior are _____

ethics

Pat, the human resources manager, has significant experience handling ethical issues in the workplace. Over the years he has received extensive training in matters of workplace ethics, and with a legal background, the management of his company rely on Pat to assist them with legal issues, especially with ethical dilemmas. Pat is a good example of a(n) _____. ombudsman officer oversight specialist whistle-blower ethics officer proprietary officer

ethics officer

Scott has a bachelor's degree in ethics and human resources, and has extensive experience working with employees and managers regarding ethics, especially in the area of ethical dilemmas. With his background of dealing with legal issues, he has assisted extensively in determining if decisions are both ethical and lawful. With Scott's background, he is a top candidate for the company's new _____.

ethics officer

It Disney experienced various barriers during their entry into China and had to make some cultural adaptations. If Disney had used a(n) _________ perspective, then the Imagineers would have believed that their native US culture, language and behavior are superior to others.

ethnocentric

John, a construction manager, has been having problems finding quality employees in some of his foreign offices. While speaking with his attorney, Alisha, he mentioned that "in our locations overseas, many of our good employees have been quitting, and as you know, we have numerous lawsuits over personnel policies." Alisha explained that historically, these types of issues are a result of ____ policies.

ethnocentric

A year after she assisted Thomas Engineering in making changes to an employee incentive plan, Kara, an OD consultant, is visiting the company to determine if the changes were helpful. Kara will compare sales and turnover data from the last three years to the current year. Kara is in the ______ stage of the OD process. evaluation intervention adaptation refreezing diagnosis

evaluation

Haley, an HR manager for Accurate Tool and Die, had a meeting with the Vice President of Safety to determine if the new safety training program appears to be effective in preventing and reducing the number of accidents on the shop floor. In which step of the training process is Haley engaged? implementation assessment objectives selection evaluation

evaluation

Olivia, the owner of a small city newspaper, started her business two years ago, believing that there was still enough demand for her product. However, because people are busy and with the availability of news online, she has seen the demand for her paper drop steadily. Olivia made a decision to change the original direction of the company and focus more on an Internet news service. By demonstrating that managers need to think and act as if their company is an unfinished prototype, won't be ruined by new ideas and focusing on facts, Olivia is relying on _____.

evidence-based decision making

While traveling in France, Jim and his wife, both Americans, were concerned about how much they can afford to spend in Europe because sometimes the U.S. dollar will buy more goods and sometimes it will buy less, based on changing economic conditions. This change in the values of currencies and how they fluctuate in relation to each other is known as the ____ rate.

exchange

John owns a piano sales and tuning store. He wants to be the biggest retailer in the Midlands. Adding salespeople would be part of his strategic

execution

Espoused values are _____. a narrative based on true events, which emphasize a particular value physical manifestations of its core beliefs profit and cost expectations stated in the business plan the values and norms actually exhibited in the community explicitly stated values and norms preferred by an organization

explicitly stated values and norms preferred by an organization

Alice's Pasta Kitchen makes quality pasta and sells its products to customers in other countries. This is an example of ____.

exporting

Dave's Furniture in South Carolina produces high-quality furniture and ships its products to customers in over 40 countries. This is an example of ____.

exporting

Julio really enjoys mingling at work functions, both to network for new contacts and simply to share stories with other interesting people. Julio probably scores high in agreeableness. emotional stability. conscientiousness. extroversion. openness to experience.

extroversion.

Employees resist change for all the following reasons except _____. individuals' low predisposition toward change peer pressure disruption of group relationships faith in change agent's intentions fear of the unknown or failure

faith in change agent's intentions

Strategic position emerges from three sources: ____. high-profit margin, few customers; few needs, many customers; broad needs, few customers high profits, many customers; low profits, few customers; broad needs, many customers no needs, many customers; broad needs, few customers; broad needs, many customers few needs, many customers; broad needs, few customers; broad needs, many customers low-profit margin, many customers; no needs, many customers; broad needs, few customers

few needs, many customers; broad needs, few customers; broad needs, many customers

ABC Office Supply in Dayton sells high-quality, unique pens that are a real value to executives in the area. No other company in its area markets pens of such quality and value. By offering this type of product, ABC Office Supply is an example of a company utilizing a _____ strategy. cost-focus differentiation cost-leadership strategy focused-differentiation uniquely focused

focused-differentiation

A projection for the future is a _____. final analysis benchmark forecast past correction trend

forecast

Sometimes culture can be strong enough to take the place of an organization's ____. formal rules and regulations performance standards code of ethics mission statement business plan

formal rules and regulations

The movement of products between countries without political or economic obstruction is

free trade

Patsy, a nurse, has decided to start a home health care service to assist with the medical, meal preparation, and light housecleaning needs of older adults. To grow her business, Patsy is focusing her marketing efforts on the older adult population; as she does this, she is involved with the _____ environment.

general

The challenges experienced through the development of TomorrowLand at the Hong Kong adaptation of Disney led the Disney Imagineering team to take a(n) _________ perspective in which managers accept that there are differences and similarities between the home and foreign personnel and that they should use whichever technique is the most effective.

genocentric

Roberto, the vice president of marketing, is talking to Francis, a sales manager in a foreign office, about several local situations that Francis's reps are facing in their territory. Roberto tells Francis that he believes there are differences and similarities between home and foreign personnel and practices, and that Francis should use whatever techniques are most effective. Trey is an example of a(n) ____ manager.

geocentric

Abe and April are considering starting a family business, so their banker advised them to write a business plan because it helps an entrepreneur ____.

get financing and think through important details, and it better guarantees success

Doug is using rational decision making, and the chosen alternative that was implemented does not appear to be working. To correct the situation, the possibilities Doug should consider include _____.

giving it more time, changing it slightly, trying another alternative, or starting over

Doug is using rational decision making, and the chosen alternative that was implemented does not appear to be working. To correct the situation, the possibilities Doug should consider include _____. doing nothing or starting over giving it more time or not changing anything doing nothing giving it more time, changing it slightly, trying another alternative, or starting over giving it more time, cutting costs, or increasing organization synergy

giving it more time, changing it slightly, trying another alternative, or starting over

Disney Imagineering creates ideas and builds theme parks all around the world due to _____________.

globalization

The trend of the world economy toward becoming a more interdependent system is known as ____.

globalization

of the world economy toward becoming a more interdependent system this is the trend of ___________.

globalization

A specific commitment to achieve a measurable result within a stated period of time is a _____.

goal

a specific commitment to achieve a measurable result within a stated period of time is a ____

goal

The Safety Committee at Office Supply Mart was formed to help make the stores a safer place, and some of the suggestions were going to be costly. However, when the vice president of accounting announced the recent report on company profits were much lower than expected, a new secondary goal was established to meet new profit expectations. Having to consider this new goal as a committee is an example of ____. groupthink goal displacement goal bumping secondary placement satisficing

goal displacement

The Safety Committee at Office Supply Mart was formed to help make the store a safer place, and some of the committee's suggestions are going to be costly. During the committee meeting, the vice president of accounting announced that company profits were much lower than expected, and she suggested that profits are more important than safety. The profit goal is now outweighing the committee's safety goal, which is an example of satisficing. goal displacement. goal bumping. groupthink. secondary placement.

goal displacement.

Regulatory agencies that establish ground rules under which organizations may operate are known as _______ ______.

government regulators

Having a greater pool of knowledge, gaining different perspectives, gaining intellectual stimulation, having a better understanding of decision rationale, and having a deeper commitment to the decision are advantages of ____.

group decision making

Regarding decision making, research has found that ____. group decisions seldom are of the quality of individual decisions neither individuals acting alone nor groups make better-quality decisions individuals acting alone make better decisions than groups groups make better decisions than most individuals acting alone groups tend to be less productive than the best individuals working on projects

groups make better decisions than most individuals acting alone

Greg, Donna, and Paul are on the five-member Benefits Task Force that is researching options for the new benefits package. Over lunch, Greg, Donna, and Paul decided that adding Choice Health Club is a good idea, and that they plan on voting to agree to add it without ever researching and accurately assessing the decision. This is an example of ____. group marketing heuristics goal displacement groupthink the Delphi technique

groupthink

Access Office Equipment has shifted to sales and service of laptops and PCs, where it has the potential to triple the number of its customers. The company is no longer offering repairs on older types of office equipment because the demand for service on this equipment is low, and profits in that part of the business have dropped significantly. Access Office Equipment is implementing a _____ strategy. cutting-edge diverse stability growth defensive

growth

Organic Foods International has decided to increase its market share by hiring a marketing rep to visit businesses in the area and invite their employees to shop at Organic Foods and for monthly health events. The store also hired two new employees to handle the anticipated increase in customer traffic. Organic Foods is utilizing a _____. defensive strategy diverse strategy cutting-edge strategy stability strategy growth strategy

growth strategy

When physically attractive people are also assumed to be smarter and nicer, which perception distortion has occurred? stereotyping self-serving bias halo effect selective perception recency effect

halo effect

As owner and senior accountant at a tax preparation firm, Mark is changing the work schedule of all employees, including managers and accountants, for the months of March and April, the company's busiest time. He is requiring everyone to work on weekends, just as he has during the tax-preparation season for the last ten years. Mark should expect that his employees will be terribly upset but not quit. terribly upset and will quit. moderately upset and complain. hardly upset or not upset at all. moderately upset but not willing to quit.

hardly upset or not upset at all.

With a hollow structure, the organization ____. is a rigid non-adaptive structure has a central core of key functions and outsources others to vendors who are less expensive or faster assembles product chunks, or modules, provided by outside contractors is often called a horizontal organization groups activities around similar products or services

has a central core of key functions and outsources others to vendors who are less expensive or faster

Debbie likes working in the banking industry because it has a lot of structure and certainty, and the daily work is routine. Debbie probably has a low tolerance for ambiguity. is in the middle ambiguity range. has a high tolerance for ambiguity. has a large need for ambiguity. thrives on ambiguity.

has a low tolerance for ambiguity

Debbie likes working in the banking industry because there is a lot of structure and certainty, and the daily work is routine. Debbie probably _____.

has a low tolerance for ambiguity

Salvador, who works as a waiter in a top restaurant in Manhattan, likes the fast pace of his work and the fact that things are always changing there. Salvador can be said to _____. have a large need for structure have a low tolerance for ambiguity have a high task orientation rank high on the stress index have a high tolerance for ambiguity

have a high tolerance for ambiguity

When it comes to decision making, it is accurate to say that groups _____.

have higher decision-making accuracy when group members know a good deal about the relevant issues

When it comes to decision making, it is accurate to say that groups _____. that are larger make higher-quality decisions take less time to make decisions, and the larger the group, lower the quality of the decision take less time to make decisions, and their decision-making accuracy is higher take less time to make decisions, and are more confident about their choices than individuals are have higher decision-making accuracy when group members know a good deal about the relevant issues

have higher decision-making accuracy when group members know a good deal about the relevant issues

Which of the following is an effective way to deal with change and innovation? increase work rules and hierarchy insist on success jump right into it have the courage to follow your ideas copy others' successes

have the courage to follow your ideas

IKEA employees are expected to work hard, inspired by an anecdote from their Swedish founder, Invar Kamprad, in which he told how he was berated by his father for failing repeatedly to get out of bed to milk the cows on his family's farm. Then one day he got an alarm clock. "'Now by jiminy, I'm going to start a new life,' he determined, setting the alarm for twenty to six and removing the 'off button.'" Invar Kamprad is an example of a ____. fable key employee urban legend hero trend

hero

IKEA employees are inspired to work hard by an anecdote from their Swedish founder, Invar Kamprad, who told how he was berated by his father for failing repeatedly to get out of bed to milk the cows on his family's farm. Then one day he got an alarm clock. "'Now by jiminy, I'm going to start a new life,' he determined, setting the alarm for twenty to six and removing the 'off button.'" Invar Kamprad is an example of a(n) hero. fable. trend. key employee. urban legend

hero.

Gregory was talking with Kareem, his assistant manager, saying, "When I make a decision on which employees will do a project, I use three simple factors, which I call my decision-making 'rules of thumb.' I consider their attitude and knowledge, and how hard they work." Gregory's rules of thumb, _________, is what he uses when making a decision. planning model the domino effect decision steps heuristics thought steps

heuristics

Gregory was talking with Tom, his assistant manager, saying, "When I make a decision on which employee to pick to do a project, I use three simple factors, which I call my decision making "rules of thumb." I consider their attitude and knowledge, and how hard they work." Gregory's rules of thumb, which he uses in decision making, are known as _____. decision steps heuristics the domino effect thought steps planning model

heuristics

A control mechanism for making sure the right people do the right things at the right time is a(n) _____. division of labor hierarchy of authority contingency design matrix structure organization chart

hierarchy of authority

In the BCG matrix, DOGS are _____. highly overvalued, so are not wise purchases. companies with slow growth and high market share risky new ventures beyond reach, due to their high purchase price and profits organizations with high growth and high market share which are definite keepers

highly overvalued, so are not wise purchases (SHOULD BE GOTTEN RID OF)

A(n) ___________ is a report listing your organization's employees by name, education, training, languages, and other important information. performance appraisal job analysis human resource inventory employee database skills record

human resource inventory

implement and evaluate the training program chosen

Jose, the sales manager, is working on the problem of increasing sales by using the rational model of decision making. In the first step he identified the problem of his employees needing more training. In the second step he thought of alternative solutions; and in step three he evaluated alternatives and selected a solution. In the fourth step, Jose needs to _____. select a contingency plan do more research to look at types of training implement and evaluate the training program chosen determine how costly the solution will be set up a diversity and synergy training plan to increase the chances of success

implement and evaluate the training program chosen

osé, the sales manager for a software development firm, is working on the problem of increasing sales by using the rational model of decision making. In the first step he identified the problem of his employees needing more training. In the second step he thought of alternative solutions; and in the third step he evaluated alternatives and selected a solution. José needs to _____ in the fourth and final step. determine how costly the solution will be set up a diversity and synergy training plan to increase the chances of success select a contingency plan implement and evaluate the training program chosen do more research to look at types of training

implement and evaluate the training program chosen

The United States limits the amount of cheese purchased from other countries; this policy is a type of ____.

import quota

According to Festinger, how people deal with cognitive dissonance depends on three factors. Which are the correct three factors? personality, decision making, and judgment decision making, situation, and bias importance, control, and rewards situation, self-awareness, and control control, bias, and personality

importance, control, and rewards

How high priority is this situation? How believable is the information about the situation? How quickly must I act on the information about the situation? These are three questions concerning ways to evaluate _____. analytics, heuristics, and credibility importance, credibility, and urgency profitability, reliability, and efficiency outcomes, credibility, and ethics priorities, reliability, and service

importance, credibility, and urgency

Dominique owns an international grocery store where customers can purchase products from other countries. Dominique's store is an example of a company that ____.

imports

International Fabric buys products for its customers from over 30 countries. The retailer is an example of a company that ____.

imports

Which of the following is not one of the primary uses of OD? improving recruitment adapting to an acquisition revitalizing an organization managing conflict adapting to a merger

improving recruitment

Which of the following is not one of the primary uses of OD? revitalizing an organization managing conflict adapting to an acquisition improving recruitment adapting to a merger

improving recruitment

Which of the following is not an inside force that indicates organizational change might be needed? high turnover job dissatisfaction high levels of stress among employees increased competition excessive conflict between managers and employees

increased competition

The creation of products, services, or technologies that modify those that already exist is called ______ innovation. process product adaptive radical incremental

incremental

Hannah, an engineer for an oil company, is interested in working overseas at this stage of her life because she knows that foreign work experience demonstrates ________, ________, & _______to potential employers.

independence, resourcefulness, and entrepreneurship

Local livestock farmers could allow the runoff of manure nutrients into a stream that feeds a local lake because this helps farmers in the short term. However, farmers will act ethically in the short run to avoid harming others in the long run because this is also in the farmer's best long-term interests; this is reflected by the _____ approach to deciding ethical dilemmas.

indvidual

Sparkling Clean, Inc. is considering implementing a system that will pay its cleaning workers based on the number of completed residential jobs, coupled with satisfactory ratings on random inspections to ensure quality. This system is new to the organization, an example of __________ change. highly complex adaptive radically innovative innovative familiar

innovative

Teachers Credit Union has decided that tellers must rotate through a new weekend shift on Saturday afternoons since several of its financial competitors have recently begun to offer additional hours to customers. This is a(n) ______ change. proactive reactive radically innovative innovative adaptive

innovative

When a grocery store chain adopts a new practice of its competitors by staying open 24 hours a day, requiring employees to work flexible schedules, it is considered a(n) ______ change. innovative process impermanent adaptive radically innovative

innovative

The scientists, nurses, and doctors who work for Medical Technology, an organization that researches the cure for several diseases, work together for a common goal of ending these illnesses. This is an example of ____.

integration

Employees with a(n) ______ locus of control will probably resist close managerial supervision and should probably be placed in jobs requiring high initiative and lower compliance. external internal absent low high

internal

Insurance company Acuity has a clan culture; employees have generous perks and are empowered to participate in a way in the company that is fun. The end results are profitability and an enviably low 2% turnover rate. A clan culture has a(n) internal focus and values flexibility. strong external focus and values stability and control. external focus and values flexibility. continual focus on efficiency, cost cutting, and outsourcing. internal focus and values stability and control.

internal focus and values flexibility.

If you have a(n) ____________, you believe you control your own destiny. high level of learned helplessness tolerance for ambiguity internal locus of control external locus of control low level of self-efficacy

internal locus of control

If you have a(n) ____________, you believe you control your own destiny. low level of self-efficacy high level of learned helplessness tolerance for ambiguity internal locus of control external locus of control

internal locus of control

The board of directors, employees, and owners are the organization's ___.

internal stakeholders

Changes in the economic, political, legal, and technological global system that may affect an organization are ______ forces.

international

Bill has been a manager for 14 years. He has seen many different situations with his employees. He often makes decisions without really thinking about them. This is called

intuition

Sal has been in the landscaping business for over 40 years, and when Donovan, his business partner, suggested adding snow removal as an extra service, Sal responded with "My gut feeling is to say yes because of my experience in the past and what I have seen other companies do over the years, both successfully and not." Sal's response to Donovan is known as _____.

intuition

Sal has been in the landscaping business for over 40 years. When Jaime, his business partner, suggested adding snow removal as an extra service, Sal responded with "My gut feeling is to say yes because of my experience in the past and what I have seen other companies do over the years, both successfully and not." Sal is acting on _____ in his response to Jaime. unbounded rationality a knowledge dilemma a business reaction intuition a knee-jerk reaction

intuition

Which of the following is not one of the four steps for fostering innovation? effectively managing people, groups, and organizational processes and systems in the pursuit of innovation gain allies by communicating your vision empower employees and reward them to achieve progress recognize problems and opportunities and devise solutions issue a mandate: change or leave

issue a mandate: change or leave

Roberta, the computer department manager at IT Mart, is considering if she should use a group to develop a plan to help employees sell extended warranties on technology sales. Roberta should consider having the group make this decision if ______. group members are overly confident about decision making time is of the essence it will increase acceptance of the plan group members are not knowledgeable and need to learn more the decision making group is exceptionally large

it will increase acceptance of the plan

Michele had been working as an executive assistant to the president for nearly 25 years, so when she retired, no one had a good idea of all that her job entailed. Before Michele retired, Sharon sat with her for two weeks to observe her duties and ask her to explain all the functions she performs as executive assistant to the president. Sharon was performing a(n) job rotation. performance appraisal. job analysis. behavioral-description interview. informal appraisal.

job analysis.

Which of the following jobs are least likely to be taken over by automation? jobs that require unskilled labor assembly-line jobs clerical jobs knowledge-work jobs that require creativity and problem solving bookkeeping jobs

knowledge-work jobs that require creativity and problem solving

As the US represents only 5% of the world's population, Disney seeks to enter new markets. One important factor to consider when entering a new market is the country's ____________.

language

The GLOBE project is an ongoing cross-cultural investigation of nine cultural dimensions involved in __________ and _______ processes.

leadership and organizational

Dominique, an executive chef in a large hotel, recently attended a training conference sponsored by several top professionals in his field, where he learned numerous ways his restaurant and hotel can better serve customers. Dominique is excited that management asked him to present this information to the hotel staff so the restaurant and hotel can make needed improvements. Dominique's hotel is a(n) _____ organization.

learning

Employees are likely to see an adaptive change as highly threatening. least threatening. totally unacceptable. moderately threatening. significantly complex, costly, and uncertain.

least threatening.

During a meeting, Tammy, the branch manager, was pointing to the corporate organization chart on the wall. Tammy remarked that "These people provide advice, recommendations, and research for us, and they are indicated with a dotted line. Jim, our CEO, and the vice presidents of our organization are up here, indicated on the organization chart by a solid line vertical line." The employees indicated on the organization chart by a solid line are ____, and those indicated by a dotted line are ____.

line managers; staff personnel

Inside forces for change include which of the following? immigration low productivity and turnover recession advancements in automation domestic competition

low productivity and turnover

Research suggests that when writing out and achieving a person's biggest goals, it is important to ____.

make a concrete plan and break goals into manageable bites

The planning/control cycle has two planning steps: _____. ____ ___ ____, _____ ____ ____ _____

make the plan, carry out the plan

The planning/control cycle has two planning steps: _____.

make the plan, then carry out the plan

Which of the following is not one of the four layers of the diversity wheel? organizational dimensions internal dimensions personality external dimensions management status

management status

Joan, a new manager, must enforce sales report deadlines, but her team is struggling. She creates a new system to streamline the process and helps everyone understand why the deadlines are important. On which of the following internal forces is Joan trying to have an impact? social and political pressures shareholder, customer, and market changes demographic characteristics manager's behavior human resource concerns

manager's behavior

Which of the following is NOT a step in the process of management by objectives (MBO)? - managers and employees periodically review the employee's performance - managers and employees jointly set objectives for the employees - managers develop action plans - managers determine each employee's strengths and weaknesses - the manager makes a performance appraisal and rewards the employee according to results

managers determine each employee's strengths and weaknesses *Management by objectives (MBO) is a four-step process in which (1) managers and employees jointly set objectives for the employee, (2) managers develop action plans, (3) managers and employees periodically review the employee's performance, and (4) the manager makes a performance appraisal and rewards the employee according to results.

Mexican manufacturing plants with low labor costs and special privileges given to their American owners in return for employing Mexican citizens are known as ____.

maquiladoras

Bob, the owner of Quality Catering, is driven by competition. He is very focused on meeting deadlines and quality, and delivering the results that customers want. He pushes his managers to continually exceed their productivity goals, and stresses that profits take precedence over employee development and satisfaction. Bob feels "there is not enough time for training." However, his employees are regularly rewarded for their success in meeting company goals. This is an example of a(n) ____ culture.

market

Quality Paper Products utilizes a structure that includes functional divisions, such as accounting and production, and a divisional chain of command, such as the home products and office divisions. For example, Mary Beth, a salesperson, reported to both her sales manager and the office products manager when she first started working on the city of Springfield account. Quality Paper Products has developed a _____.

matrix structure

Quality Paper Products utilizes a structure that includes functional divisions, such as accounting and production, and a divisional chain of command, such as the home products and office divisions. For example, Mariana, a salesperson, reported to both her sales manager and the office products manager when she first started working on the city of Springfield account. Quality Paper Products has a modular structure. matrix structure. geographic-divisional structure. team-based approach. hollow structure.

matrix structure.

Peter, the owner of Happy Burger, is involved in the company's daily decisions and has established procedures for every task. The company rules are clearly specified in the handbook, and Peter also believes in close supervision of all employees. Happy Burger is a(n) _______ organization. organic non-hierarchical mechanistic informal decentralized

mechanistic

Clothing maker Patagonia states that its purpose as an organization is to "build the best product, cause no unnecessary harm, [and] use business to inspire and implement solutions to the environmental crisis." This is the company's ___.

mission statement

Fred, who is starting a painting business, was advised by a friend, a successful business owner, to write down the purpose of his painting business and why he believes his company will exist. Fred was writing his ____. proprietorship pact ownership belief statement code of ethics mission statement vision statement

mission statement

Quality Vacuum has been manufacturing excellent vacuum cleaners for over 50 years. In the employee break room is a banner that reads, "We will always provide the highest-quality vacuums at the lowest cost to our customers and always give honest, winning customer service, thereby earning a fair profit for our stakeholders." This statement is Quality Vacuum's ______ ______.

mission statement

David is starting a karate school, and he has been working with Mr. Smith, a business counselor with the SBA. Mr. Smith told David that the first three steps to planning his organization are (in the correct order) ___.

mission statement, vision statement, and strategic planning

An innovative change involves ______ complexity, cost, and uncertainty. moderate minimum hidden no extreme

moderate

An innovative change involves ______ complexity, cost, and uncertainty. moderate hidden extreme no minimum

moderate

preference for doing one thing at a time is ________ _____.

monochronic time

The more subunits into which an organization breaks down, the _____.

more highly differentiated it becomes

The more subunits into which an organization breaks down, the _____. lower the productivity more unified it becomes less differentiated it becomes more highly differentiated it becomes higher the costs

more highly differentiated it becomes

a business firm with operations in several countries is a

multinational corporation

The AFL-CIO, a union, and the National Federation of Independent Business, are both voluntary groups with the purpose of advancing member interests. They are examples of _____.

mutual-benefit organizations

The two kinds of spans of control are _____. tall and hollow hierarchy and nonhierarchy tall and short flat and broad narrow and wide

narrow and wide

Paula, the CEO of EnviroSystems, has only three people reporting to her, the vice president of marketing, vice president of HR, and vice president of accounting. Paula has a _____.

narrow span of control

Paula, the CEO of EnviroSystems, has only three people reporting to her, the vice president of marketing, vice president of HR, and vice president of accounting. Paula has a _____. narrow span of control focused span of control broad span of influence wide span of control small unity of command

narrow span of control

Ann is a teacher who became interested in helping adults in some of the poorer neighborhoods learn how to read. She plans to start a reading center in a low income area to help residents with reading skills at no cost. Ann's center is an example of a(n) _____. nonprofit organization for-profit organization association union coop

nonprofit organization

Dr. Gomez is retiring as a doctor in private practice. He wants to start a(n) __________, Doctor Help, that will provide low-income individuals in the United States with medical assistance at no cost. mutual-benefit organization union co-op for-profit organization nonprofit organization

nonprofit organization

Dr. Jones is retiring from the hospital and he wants to start an organization, Doctor Help, that will provide low-income individuals in the United States with medical assistance at no cost. Doctor Help is an example of a(n) ____.

nonprofit organization

Organizations that are formed to offer services to clients and not make a profit are ____, whereas, ________ are those organizations that are formed to make money, or profits, by offering products or services. nonprofit organizations; associations co-ops; for-profit organizations unions; associations nonprofit organizations; for-profit organizations for-profit organizations; nonprofit organizations

nonprofit organizations; for-profit organizations

With the community interested in eating healthy, Sue Ellen, a restaurant owner, is considering adding more vegetarian dishes to her menu. This decision is uncertain and risky, and she finally decides to go with her gut feelings. This is an example of _______.

nonrational decision making

A goal is also known as a(n) ____.

objective

For MBO to be successful, top management must be committed, it must be applied organizationwide, and _____.

objectives must cascade

The company dress code and award ceremonies are part of its ____. ethical codes observable artifacts organization benefits mission statement core values

observable artifacts

Computer-assisted instruction is usually a form of _____. management selection on-the-job training off-the-job training managerial development orientation

off-the-job training

_______ are goals set by and for first-line managers and are concerned with short-term matters associated with realizing tactical goals. - lower-level objectives - supervisory objectives - operational goals - tactical goals - front-line goals

operational goals *Operational goals are set by and for first-line managers and are concerned with short-term matters associated with realizing tactical goals.

Christopher's Restaurant and Catering serves delicious vegetarian and vegan dishes. So when the local community became interested in eating a healthier diet, Christopher's benefited. The changing community attitudes are an example of a(n) _____ for Christopher's. weakness intelligence threat opportunity strength

opportunity

Patricia is the owner of a floral shop. A successful global candle company approached her about selling its products in her shop. Patricia knows this product and company can help her exceed her existing goals. Selling candles is a(n) _____ for Patricia. diagnosis problem ethical dilemma opportunity synergy

opportunity

Patricia is the owner of a floral shop. A successful global candle company approached her about selling its products in her shop. Patricia knows this product and company can help her exceed her existing goals. This defines a(n) ____. problem ethical dilemma opportunity synergy diagnosis

opportunity

Phone Tech, a global phone company, frequently needs to respond quickly to the fast-changing consumer tastes with its phones. Therefore, management has fewer rules and procedures than most organizations, and networks of employees are encouraged to cooperate and respond quickly to unexpected tasks and changes in technology. Phone Tech is utilizing a(n) ____ structure. organic inelastic inflexible mechanistic hierarchical

organic

A(n) ______ is a system of consciously coordinated activities or forces of two or more people. hierarchy of authority organization culture task plan closed system

organization

The two cofounders of Network Appliance, a data-storage firm in Sunnyvale, California, were feuding with each other because one founder couldn't stick to his decisions, which drove the other founder crazy. A(n) ____________ began working with the warring executives in separate sessions to solve the problem. acquisition consultant labor relations specialist organizational behavior specialist informational technologist family doctor

organizational behavior specialist

The extent to which an employee identifies with an organization and is committed to its goals is called _____. job satisfaction organizational commitment job performance job enrichment job involvement

organizational commitment

Job satisfaction results in stronger ______ and lower levels of ______. job involvement; work-life balance perceived stress; life satisfaction motivation; life satisfaction organizational commitment; perceived stress perceived stress; absenteeism

organizational commitment; perceived stress

Adam, the owner of Adam's Roofing, was talking to a visitor in his office, telling her that "We are a fun-loving group that believes in teamwork and a family atmosphere at work, which significantly affects our work outcomes. Plus, we do things together outside of work. This is the 'social glue' that binds the members of our company together." Adam was referring to his company's _____. code of ethics organizational MBO diversity plan analytics organizational culture

organizational culture

Jean-Paul, the store manager, was speaking with Patty, his new assistant manager, about the store's system of job relationships and whom she will report to and who will report to her. He said, "This structure is one of the things that motivates our workers to work together to achieve our company's goals." Jean-Paul was telling Patty about the store's _____.

organizational structure

Jean-Paul, the store manager at an H&M outlet, was speaking with Patty, his new assistant manager, about the store's system of job relationships; he also explained whom she will report to and who will report to her. Jean-Paul said, "This structure is one of the things that motivates our employees to work together to achieve our company's goals." Jean-Paul was telling Patty about the store's organizational culture. values statement. diversity plan. code of ethics. organizational structure.

organizational structure.

In the BCG matrix, stars are _____. highly overvalued, so are not wise purchases companies with slow growth and high market share risky new ventures beyond reach, due to their high purchase price and profits organizations with high growth and high market share which are definite keepers

organizations with high growth and high market share which are definite keepers

Best Builders, a home builder in the U.S., makes use of many suppliers to provide quality products in the homes it builds, such as a roofer in the same city and Belize International in Guatemala, which provides some of the highest-quality cabinets available. This use of outside suppliers to help the contractor build homes for customers is known as ____.

outsourcing

When a manager is so frantic to get rid of the problem that he or she can't deal with the situation realistically, this is known as ____. life avoidance panic defensive avoidance avoidance management a fog reaction

panic

A company's overall ability to execute is a function of effectively executing according to three processes, but Bossidy and Charan proposed that the _____ process is the most important. operations people controlling leading planning

people

Norma is trying to decide on a new contract for copier services. One of the salesman has an excellent bid, but Norma feels that there are things he is not telling her. Why does this make it hard for her to use evidence- based decision making?

people are trying to mislead you

The triple bottom line represents ______, _______, _______, also known as the ____. ______, _______, _______; _____

people, planet, profit; 3 Ps

What is the final step in the strategic human resource management process? recruit and select people plan future human resources needs assess success of recruitment process perform appraisals of people orient, train, and develop people

perform appraisals of people

The continuous cycle of improving job performance through goal setting, feedback and coaching, and rewards and positive reinforcement is known as ______. training performance management workforce evaluation performance appraisal employee development

performance management

The Hong Kong government recognizes the potential economic benefit of Hong Kong Disney World and played a large role in its development. According to the GLOBE project, Hong Kong has high____________________.

performance orientation

Mr. Jones, a wealthy businessman who made his fortune in the oil industry, understands the importance of a college education, so he has given over $10 million over the last several years to colleges and universities. This is an example of _____.

philanthropy

Paul and Anna Jones are wealthy entrepreneurs who are very interested in helping children who have been abused. Their goal is to donate a percentage of their company profits to helping these children. The Jones's actions are an example of _____.

philanthropy

Which of the following is not one of Scott Berkun's seeds of innovation for organizations? necessity wealth and money philanthropy hard work in a specific direction curiosity

philanthropy

Setting goals and deciding how to achieve them is the definition of ____.

planning

With increasing competition in the restaurant business, Sal, owner of Mom's Pizza, is dealing with growing uncertainty. He is meeting with his managers to develop a future course of action to meet company goals. This process is known as _____.

planning

A standing plan that outlines the general response to a designated problem or situation is a(n) _____.

policy

This month, Alice, the branch manager of Quality Computer Sales, has heard several complaints from customers that Quality employees do not return calls. Today a good customer told Alice that "my phone calls and e-mails are returned after maybe a week or so." Hearing enough, Alice mandated that "all customer phone calls and e-mails must be returned within 24 hours." This new directive by Alice is an example of a(n) - office order - norm - policy - ethic - value

policy

Having some clients who are less knowledgeable about investing and seem to be more trusting of their firm, the management of a financial advising organization has decided to use cash from newer investors to pay off older ones. The actions of management are an example of ______ ______.

ponzi scheme

When Bernard Madoff used money from newer investors to pay off older ones, this was an example of a ____ ____.

ponzi scheme

When confronted with a choice, people with strong prior beliefs tend to make their decisions based on their beliefs even if their beliefs are false. This is known as ____.

prior-hypothesis bias

When confronted with a choice, people with strong prior beliefs tend to make their decisions based on their beliefs even if their beliefs are false. This is known as ____. narrow-minded perception single-vision stereotyping tunnel vision bias prior-hypothesis bias the curse of knowledge

prior-hypothesis bias

Jason is more apt to take initiative and persevere to influence the environment; he has a(n) ______ personality. reactive extroverted proactive introverted agreeable

proactive

Difficulties that inhibit the achievement of goals are known as _____. values objectives synergies alternatives problems

problems

A standing plan that outlines the response to particular problems or circumstances is a(n)

procedure

Fast Delivery trains its truck loaders how to set the packages in the delivery vehicles, so that when delivery drivers are pulling packages off their trucks, they are organized in a specific order and with the label facing forward to reduce errors and save time. This precise method of loading a truck is known is a(n) ____.

procedure

A(n) ______ innovation is a change in the way a product or service is conceived, manufactured, or disseminated. adaptive process transformational procedural product

process

The management department at a local university began posting all assignments and other class materials to a course management website instead of creating a packet for students to purchase each term. This is a ______ innovation. reactive product policy breakthrough process

process

The management department at a local university began posting all assignments and other class materials to a course management website instead of creating a packet or printed materials for students to purchase each term. The management department is implementing a ______ innovation. process reactive policy breakthrough product

process

With defensive avoidance, a manager "acts" by _______ when he or she can't find a good solution to a problem. choosing the first available alternative that involves low risk perhaps getting the police or legal authorities involved doing anything to get rid of the problem procrastinating, passing the buck, or denying the risk of any negative consequences doing nothing

procrastinating, passing the buck, or denying the risk of any negative consequences

In defensive avoidance, when a manager can't find a good solution, the manager follows with ____. procrastination, passing the buck, or denying the risk of any negative consequences finding the most cost-effective solution taking the easiest way out frantically getting rid of the problem doing nothing

procrastination, passing the buck, or denying the risk of any negative consequences

A technological innovation that improves the performance and speed of a computer's operating system would be considered a(n) ______ innovation. adaptive process product personnel transformational

product

Time Warner has different divisions for magazines, movies, recordings, cable television, and so on. The Warner Bros. part of the empire alone has divisions spanning movies and television, a broadcast network, retail stores, theaters, amusement parks, and music. Time Warner is an example of an organization with ____ divisions. merchandise customer common geographic product

product

A single-use plan encompassing a variety of projects or activities is an example of a ___.

program

Paula, the store manager, asked Tom to organize the prize giveaways for the store's grand reopening open house. This plan is an example of a(n) ___.

project

Which of the following is NOT a type of compensation? benefits wages salaries incentives promotions

promotions

Which of the following is not a type of compensation? wages promotions benefits salaries incentives

promotions

Introducing a practice that is new to the industry is called a(n) ______ change. adaptive innovative revolutionary radically innovative reactive

radically innovative

Links Cable Network has decided to offer a one-hour appointment window for customers needing installation or repair of its service, which will require the company to have several technicians on call. Links hopes this practice will give it an advantage over the competition, none of which have adopted such a practice. Links Cable Network is introducing a(n) ______ change. radically innovative adaptive reactive active innovative

radically innovative

Chad and his partner, John, have decided to update their computer network, although they have no expertise in this area. During a meeting with John, Chad commented that "Our decision is limited by numerous constraints, such as our understanding of the complexity of technology, time and money, imperfect information, and our conflicting goals." These limitations are hindrances to _____.

rational decision making

George, a longtime hotel manager, was meeting with Sally, a new manager, and telling her about a recent decision related to whether or not to fire a front desk employee who has had customer service issues. George discussed the four stages of the decision process. He said, "I first identified the problem, and then, I gathered alternative solutions. I then evaluated each choice and selected a solution. I then implemented my decision to add training. Finally, I followed up with an evaluation of what I set in place." With this decision, George is using the ______.

rational decision-making model

When Jason became one of three final candidates for a managerial position with a large pharmaceutical company, the hiring manager scheduled a special meeting with him. The two talked about the stressful deadlines and heavy travel required of the position, as well as the compensation and benefits. Jason appreciated that the hiring manager took the time to provide a(n) behavioral-description interview. realistic job preview. situational interview. performance appraisal. unstructured interview.

realistic job preview.

To ________, Ricco, an HR manager, used reports from the U.S. Bureau of Labor Statistics and the U.S. Census Bureau for information about his industry's labor pool in his geographic area. develop an affirmative action program recruit from outside the organization analyze human capital perform a job analysis recruit from inside the organization

recruit from outside the organization

In managing employees under an incentive pay plan, a manager should __________. regularly communicate with employees about the plan design complex plans that cover all contingencies set goals with employees, but then leave them alone to pursue those goals set "stretch" goals that are very difficult (perhaps impossible) to achieve change the plan frequently to continue to motivate subordinates

regularly communicate with employees about the plan

The decision was made by BP and Halliburton executives regarding not taking action with the oil well blowout preventer that experts believe would have prevented the Deepwater Horizon oil rig explosion and fire off the coast of Louisiana, since company management believed that there would be no great negative consequences as a result of their decision. This is an example of ___.

relaxed avoidance

Dwight, a hotel general manager, is having serious problems—a substance abuse issue—with one of his housekeeping employees. He knows that because of the seriousness of the issue he needs to talk with the employee. However, his assistant manager asks Dwight if he would like him to deal with it. Dwight knows this is not the best option, but agrees, knowing it is the easy way out. This is an example of _____.

relaxed change

Dwight, the general manager of a hotel, knows that one of his housekeeping employees has a serious substance-abuse issue. Dwight knows that because of the seriousness of the issue he needs to talk with the employee. However, his assistant manager asks Dwight if he would like her to deal with it. Dwight knows this is not the best option, but he agrees, knowing it is the easy way out. Dwight's decision is an example of defensive avoidance. panic. intuition. relaxed avoidance. relaxed change.

relaxed change.

The degree to which a test measures the same thing consistently is known as its __________. dependability validity accountability significance reliability

reliability

An emotional or behavioral response to real or imagined threats to an established work routine is known as _____. fight or flight response irrational insecurity performance anxiety resistance to change need for stability

resistance to change

Jim was recently promoted to the position of dining room supervisor at The Crab Shack, and he is now responsible for making decisions on numerous matters in the dining room and giving orders to the serving staff. At the same time, Jim has the obligation to perform the many new tasks assigned to him as a supervisor, such as overseeing the closing work and the cleaning of the dining room. Jim's obligations are known as his authority. hierarchy. responsibility. beliefs. power.

responsibility.

Jeff, the owner of a toy store, is interested in developing a sustainable competitive advantage. To do this he needs to be responsive to customers and to stay ahead in ____. company diversity and synergy innovating, quality, effectiveness, and company diversity company diversity and synergy and strong employee morale profitability, usage of MBO, and innovation responsiveness, innovating, quality, and effectiveness

responsiveness, innovating, quality, and effectiveness

A defensive strategy is also known as a(n) _____. growth strategy aggressive approach fixed plan stability strategy retrenchment strategy

retrenchment strategy

rewards his employees with compliments, raises, and other benefits as they meet their goals

Bethany had a starring role in a film that was shot in her hometown of Baton Rouge, Louisiana. Though the Screen Actors Guild, an actors' union, exists in Louisiana, Bethany was not required to join it because of the state's ________ law. agency givebacks right-to-work union security cost-of-living adjustment (COLA)

right-to-work

In the BCG matrix, QUESTION MARKS are _____. highly overvalued, so are not wise purchases companies with slow growth and high market share risky new ventures beyond reach, due to their high purchase price and profits organizations with high growth and high market share which are definite keepers

risky new ventures

When others' expectations exceed one's ability, ______ occurs. role ambiguity role conflict burnout role overload learned helplessness

role overload

Ricco, an HR manager, is designing a training class for those working on the new cross-functional teams within her company. This class is aimed at improving group decision making and interpersonal relations. What method of delivery should she choose? videotapes lectures workbooks role-playing, practice, and discussion computer-aided training

role-playing, practice, and discussion

Sabra, an HR manager, is designing a training class for those working on the new cross-functional teams within her company. This class is aimed at improving group decision making and interpersonal relations. What method of delivery should Sabra choose? lectures computer-aided training role-playing, practice, and discussion videotapes workbooks

role-playing, practice, and discussion

rule

Contingency planning is also known as strategic planning. organizational opportunities. a trend analysis. scenario goal-setting and plans. scenario planning and scenario analysis.

scenario planning and scenario analysis.

When much of her work was automated with a new computerized system, Brittany became unsure of her ability to do her job. Sara, her boss, has been mentoring her to improve her __________. conscientiousness learned helplessness self-efficacy agreeableness internal locus of control

self-efficacy

Boring, tedious jobs generally reduce people's perceptions of their self-esteem. level of extroversion. tolerance for pain. self-efficacy. anxiety.

self-efficacy.

Which of the following is not a trait of emotional intelligence? self-management self-sufficiency social awareness relationship management self-awareness

self-sufficiency

Which of the following dimensions is not an example of an external or secondary dimension on the diversity wheel? religion personal habits geographic location income seniority

seniority

Which of the following dimensions is not an example of an external or secondary dimension on the diversity wheel? income geographic location personal habits seniority religion

seniority

Firms such as General Motors and McDonald's actively collect information about customer preferences and try to address them in their new products. This reflects __________. shareholder, customer, and market changes technological advancements social and political pressures human resource concerns managers' behavior

shareholder, customer, and market changes

A company with authority centralized in a single person, a flat hierarchy, few rules, and low work specialization is a characteristic of an organization with a _____.

simple structure

Which of the following circumstances is unlikely to increase the success of OD? goals geared to short term results top management support single intervention goals geared to long term results consideration of cross-cultural differences

single intervention

Regarding the findings from a SWOT analysis, organizational strengths are ____. means that give a specific industry an advantage in a down economy MBO skills that should be emphasized skills and capabilities that give a company advantages in executing its strategies environmental factors that the organization may exploit for competitive advantage external opportunities that a company can take advantage of

skills and capabilities that give a company advantages in executing its strategies

Which of the following is an example of a force for change originating outside the organization? conflict management social and political pressures productivity issues absenteeism structural reorganization

social and political pressures

Empathy and organizational intuition are a part of which emotional intelligence (EI) trait? self-monitoring self-management social awareness self-awareness relationship management

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