mhr 351 ch 4 quiz
Imagine you just bought a cable installation company that routinely treats its residential customers poorly. You want your company to satisfy customers but it promises a certain connectivity speed that isn't realistic in most homes. It says it will send repair people within a certain time window, but when they get tied up and are running late, no one calls the customers. You hear complaints every time you answer the phone. What approach would be most likely to resolve your cognitive dissonance? a. You can continue to believe in customer service but not make changes. b. You can purchase and start to use new software for scheduling repairs and calls. c. You can stop answering the phone. d. You can quit this job and go to work in another industry altogether.
b
Juanita, the department manager, realizes that Kevin is missing from work and didn't call in sick. She assumes something beyond Kevin's control must have happened. This belief is an example of __________. a. halo effect b. selective perception c. contrast effect d. stereotyping
b
Latin American countries value family loyalty, so managers tend to hire family members. What other area also scores high in traditional values? a. Confucian b. Africa c. Ex-Communist d. Protestant Europe
b
Craig is unhappy with his job, but he's been with Spearhead Associates for seven years and won't be vested in his pension for another three years. What type of commitment does he have to the organization? a. affective commitment b. community commitment c. continuance commitment d. normative commitment
c
What term refers to a general tendency of an individual to experience a particular mood or to react to things in a particular way or with certain emotions? a. personality b. burnout c. affectivity d. intelligence
c
What type of stress results because of happy events that lead to pleasurable emotions, including satisfaction, excitement, and enjoyment? a. adaptation b. demand c. eustress d. behavioral
c
Which of the following is an organizational consequence of prolonged stress? a. People will take shorter lunch breaks to compensate. b. People can actually become more productive. c. People call in sick more often and quit their jobs. d. People stop complaining about unimportant things.
c
Which of the following scenarios is an example of intrapersonal value conflict? a. You want a promotion, but your supervisor refuses to recognize your work and successes. b. You have a disagreement with your coworkers that prevents you from being productive. c. You love spending time with family, but ambition makes you work longer hours to get a raise. d. You believe honesty is important, but the company you work for is avoiding paying taxes.
c
Which stress stage is triggered when we first encounter a stressor? a. resistance b. exhaustion c. alarm d. termination
c
Attributing our own characteristics to other people is termed __________. a. attribution b. self-handicapping c. a self-fulfilling prophecy d. projection
d
What term refers to drawing a general impression that the outcomes of promotions, hiring, firing, and raises were fair and equitable? a. organizational fairness b. procedural fairness c. interactional fairness d. distributive fairness
d
What term refers to feeling obliged to stay with an organization for moral or ethical reasons? a. continuance commitment b. affective commitment c. legal commitment d. normative commitment
d
