mkt 320f, F1

All of the following are logistics components of the supply chain EXCEPT:

trade promotions

T/F: According to Kurt Lewin, before you make any changes, you should mobilize or unfreeze the organization to get it ready for change.

true

T/F: An effective group is one that achieves high levels of task performance, member satisfaction, and team viability.

true

T/F: An essential criterion of a true team is that the members feel 'collectively accountable' for what they accomplish.

true

T/F: An organization with a 'strong culture' possesses a broadly and deeply shared value system that can provide a strong corporate identity, enhance collective commitment, provide a stable social system, and reduce the need for formal and bureaucratic controls.

true

T/F: Functional departmentalization refers to the grouping of individuals by skill, knowledge, and action

true

T/F: Having the formal authority to approve or deny employees requests for jobs transfers, equipment purchases, overtime, or personal time off are examples of a manger's legitimate power

true

T/F: High-performance teams turn a general sense of purpose into specific performance objectives

true

T/F: House's path-goal theory of leadership assumes that a leader's key function is to adjust his or her behaviors to complement situational contingencies that influence the accomplishment of personal goals and organizational goals

true

T/F: The potential advantages of group decision making include more knowledge and expertise being applied to the problem, more alternatives being considered, greater understanding and acceptance of the final decision, and more commitment among group members to making the final decision work

true

T/F: avoidance involves pretending a conflict does not really exist

true

individualbranding

usingdifferentbrand names for different products

The criteria questions for assessing ethics in decision making include the issue of ______, making sure that the decision satisfies the interests of all stakeholders.

utility

In expectancy theory, ______ is the perceived value of a reward.

valence

If a performance assessment method fails to accurately measure a person's performance on actual job content, it lacks ______.

validity

When it comes to values, ____________.

value congruence is what seems to be most important for satisfaction

Team performance can suffer when: goals are too focused on individual-level accomplishments.

when goals are insufficiently challenging. resources are inefficient to accomplish the task. goals are unclear. All of the answer choices are correct*

How can groupthink be avoided?

writing alternative scenarios for the intentions of competing groups, inviting outside experts to observe and react to group processes, creating subgroups that each work on the same problem, assigning the role of critical evaluation to each group member

How an organization's culture and climate affect members depends on something called...?

"Fit" —the match of internal environment and individual characteristics. -- People who find a good fit tend to experience confidence and satisfaction. -- Those with a bad fit may be prone to withdraw, experience stress, and even become angry and aggressive due to dissatisfaction.

Performance Management:

"Why" -- What's the purpose?: 1. evaluation purpose: when it lets people know where their actual performance stands relative to objectives and standards. 2. developmental purpose: when it provides insights into individual strengths and weaknesses. "What"-- What is being measured?:

What is a possible disadvantage of choosing to make a decision by the team rather than by the individual method?

(b) It takes too long to reach a decision.

Any object, act, or event that serves to transmit cultural meaning is called ____________.

(b) a cultural symbol

The division of labor through the formation of work units or groups within an organization is called

(c) horizontal specialization

A common mistake by managers facing crisis situations is _______.

(c) isolating themselves to make the decision alone

The design of the organization needs to be adjusted to all but

(c) the size of the firm

Flat World 1.0

- 1995-2005 - PCs and Internet - Common software language

The following are examples of coping skills: Select all that apply.

- Attempting to reframe a problem - Asking for help or reprioritizing tasks

Organizational behavior is an interdisciplinary body of knowledge with strong ties to psychology, sociology, criminal justice, and anthropology.

- False

The degree to which the culture respects and values diversity and is open to anyone who can perform a job, regardless of their diversity attributes, is known as:

- Inclusion

In considering the congruence model, an organization's goal is to have alignment between

- Leadership, strategy, formal organization, and informal organization

The prescriptive model assumes the decision maker possesses certain information and is aware of their preferences and constraints before beginning the decision-making process. What other assumptions does the prescriptive make?

- No time constraints and unlimited information processing - All relevant information is present, clear and constant preferences - Decisions are able to be completely rational * All answer choices are correct

Organization: -- Schemas

- Organize information efficiently. -- are cognitive frameworks that represent organized knowledge developed through experience about people, objects, or events. -- The schemas most commonly used are script schemas, person schemas, and person-in-situation schemas.

Conscientiousness is a 'Big Five' personality dimension that involves the traits of being __________.

- Responsible, dependable, and persistent

In equity theory, the _________ is a key issue.

- Social comparison of rewards

______ can lead to poor decisions and discrimination when used too broadly.

- Stereotypes

The leadership process

-- Involves leaders and followers jointly producing leadership outcomes -- Effective following is an essential—perhaps the most important part -- Leadership is not only downward influence, it also involves influencing upward and side to side.

Gender: Women

-- Research shows that companies with a higher percentage of female board directors and corporate officers, on average, financially outperform companies with the lowest percentages by significant margins.

The Emotional Drive or Needs Model...

-- ties each of the four drives with specific things that organizations and managers can do to satisfy them as ways to gain a positive impact on motivation. - explained 60% of the motivation workers experienced - "Employees in our study attributed as much importance to their boss's meeting their four drives as to the organization's policies."

the rational process

-analyze the situation -identify objectives or goals -simplify the problem

3 Steps of the Strategy-Making Process

1) Assess Need for Strategic Change 2) Conduct Situational Analysis 3) Choose Strategic Alternatives

Why does Diversity make good business sense

1) Decreases turnover 2) Decreases absenteeism 3) Helps companies avoid expensive lawsuits 4) Helps companies attract and retain talented workers and diverse customers 5) Drives business growth 6) Produces higher-quality problem solving

Knowing who to involve: Three scenarios for successful decision making =

1) individual decisions (authority decisions) 2) consultative decisions 3) team decisions

Three manager types dealing with ethics:

1. Immoral 2. Amoral 3. Moral

An integrated model of individual motivation to work starts with:

1. Motivation 2. performance 3. satisfaction -- Repeat.

Search quality

A characteristic that can be easily assessed before purchase.

Participative leadership

A democratic form of leadership that consults with subordinates and takes their suggestions into account before making decisions.

Consensus

A group decision that has the expressed support of most members.

Product line

A group of closely-related product items.

Brand

A name, term, symbol, design, or combination thereof that identifies a seller's products and differentiates them from competitor's products.

Market Orientation

A philosophy that assumes that a sale does not depend on an aggressive sales force but rather on a customer's decision to purchase a product; it is synonymous with marketing concept.

Promotional strategy

A plan for the optimal use of the elements of promotion (advertising, public relations, sales promotion, social media) that reinforce the firm's competitive advantage.

Team building

A sequence of planned activities designed to gather and analyze data on the functioning of a team and to initiate changes designed to improve teamwork and increase team effectiveness

Dynamic pricing

A strategy whereby prices are adjusted to maximize a company's revenue.

Strategic Business Unit (SBU)

A subgroup of a single business or a collection of related businesses within the larger organization.

Which statement about the job satisfaction-job performance relationship is most consistent with research?

A well-rewarded productive worker will be happy.

The three criteria for effective negotiation are____________. (a) harmony, efficiency, and quality

A. Harmony, Efficiency and Quality

Leadership is a process of____________.

A. Leading and following

When a person approaches a negotiation with the assumption that in order for him to gain his way, the other party must lose or give up something, the ____________ negotiation pitfall is being exhibited.

A. Myth of fixed pie

The best leadership style to use when tasks are highly repetitive is__________.

A. Supportive

The team-building process can best be described as participative, data based, and ____________.

A. action oriented

A rule of thumb for whether you can violate norms in a relationship is to not overexpend your ____________.

A. idiosyncrasy credits

The FIRO-B theory deals with ____________ in teams.

A. membership compatibilities

The three levels of cultural analysis highlighted in the text concern____________.

A. observable culture, shared values, and common assumptions

Bass modified Burns's theory to focus on __________ rather than moral interests.

A. organizational

A person facing an ethical dilemma involving differences between personal values and the expectations of the team is experiencing ____________ conflict.

A. person-role

According to Burns's theory, __________ are not leaders.

B. Power Wielders

Charisma is most aptly described as a __________ process.

B. Relational

The Ringlemann effect describes ____________.

B. Social Loafing

In the process of alternative dispute resolution known as ____________, a neutral third party acts as a judge to determine how a conflict will be resolved.

B. arbitration

Power that comes from who you know is called _________.

B. association power

If two units or teams in an organization are engaged in almost continual conflict and the higher manager decides it is time to deal with matters through managed inter- dependence, which is a possible choice of conflict management approach?

B. buffering

When leaders create moral awareness and concern, enhance moral reasoning, and encourage moral responsibility, they are creating more __________.

B. ethical climate

Conflict that ends up being "functional" for the people and organization involved would most likely be ____________.

B. of moderate intensity

Members of a multinational task force in a large international business should probably be aware that ____________ might initially slow the progress of the team.

C. The diversity-consensus dilemma

Conformity is an example of____________.

C. anti-prototypical

An ____________ conflict occurs when a person must choose between two equally attractive alternative courses of action.

C. approach-approach

When the leadership role at the top is divided among multiple people, it is called ____________.

C. co-leadership

When a team decision requires a high degree of commitment for its implementation, a(n) ____________ decision is generally preferred.

C. consensus

We could almost say that it is in ____________ that leadership is created

C. following

When individuals respond to power because they want to obtain a reward or avoid punishment, they are being _________.

C. instrumental

To increase team cohesiveness, one would____________.

C. isolate the group from others

Ethical leadership theory is a __________ theory of leadership.

C. normative

Empathy

Caring, individualized attention to customers.

Adjourning

Celebrate and reflect

What Top Managers Do

Change, commitment, culture, environment

Promotional mix

Combination of promotion tools used to reach the target market and fulfill the organization's overall goals.

Promotion

Communication by marketers that informs, persuades, and reminds potential buyers of a product in order to influence an opinion or elicit a response.

Effective managers spend most of their time on...

Communication. Effective = work quality/quantity, employee satisfaction

Global New Ventures

Companies founded with an active global strategy Increasing method of going global because: - Quick, reliable air travel - Low-cost communication - Critical mass of business people with IB experience

Derived demand

Company X sells their products exclusively to companies in the Y market. In estimating demand from their business customers, Company X must understand that this demand is actually _____________, which means that the demand for industrial products and services is driven by demand for consumer products and services.

Employee Stock Option Plan

Company established benefit plans in which employees acquire stock, often at below-market prices, as part of their benefits. Objective is to have employee act more as an "owner" of the company. Provides potential to increase job satisfaction motivation, and wealth. Opportunity for employees to purchase company stock.

Positional, personal, and relational

Considering the framework outlined in the McGinn and Lingo article, the three types of power you can use to resolve tension are:

Collective leadership

Considers leadership not as a property of individuals and their behaviors but as a social phenomenon constructed in interaction.

Cross-functional team

Consists of people brought together from different functional departments or work units to achieve more horizontal integration and better lateral relations.

Elastic demand

Consumers buy significantly more or less of a product when the price changes

Elasticity of demand

Consumers' responsiveness or sensitivity to changes in price

______ are groups of individuals with a unique pattern of values and philosophy that is inconsistent with the organization's dominant values and philosophy.

Countercultures

____________ are groups of individuals with a unique pattern of values and philosophy that are inconsistent with the organization's dominant values and philosophy

Countercultures

Problem-solving teams

Created temporarily to serve a specific purpose by dealing with a specific problem or opportunity.

Leading

Creates enthusiasm to work hard to accomplish tasks successfully through communicating with others, motivating them to work hard, and maintaining good interpersonal relation.

Openness to Experience

Creativity and originality. Curious, imaginative, and artistic.

Output goals

Define the type of business an organization is in.

Empowerment

Delegation of authority to solve customers' problems quickly—usually by the first person the customer notifies regarding a problem

On-Demand Marketing

Delivering relevant experiences integrated across both physical and virtual environments, throughout the consumer's decision & buying process

Workforce diversity

Describes how people differ on attributes such as age, race, ethnicity, gender, physical ability, and sexual orientation

Social exchange theory

Describes how relationships initiate and develop through processes of exchange and reciprocity.

Organization charts

Diagrams that depict the formal structures of organizations.

Theory X Worker

Dislikes work Avoids responsibilities Seeks formal direction Requires security Little ambition To motivate threaten wit

To begin understanding an organization's culture, it is often easiest to start with which of the following?

Stories about the organization.

_____ use another manufacturer's already established channel and are used most often when the creation of marketing channel relationships may be expensive and time-consuming.

Strategic channel alliances

Performance measurements should be...

based on clear criteria, be accurate, and defensible in differentiating between high/low performance, and be useful as feedback that can help improve in the future

The anchoring and adjustment heuristic

bases a decision on incremental adjustments to an initial value determined by historical precedent or some reference point EX: is the executive who makes salary increase recommendations for key personnel by simply adjusting their current base salaries by a percentage.

satisficers

business customers who place an order with the first familiar supplier to satisfy product and delivery requirements

A job's motivating potential can be raised by....

by combining tasks to create larger jobs, opening feedback channels to enable workers to know how well they are doing, establishing client relationships to experience such feedback directly from customers, and employing vertical loading to create more planning and controlling responsibilities.

Organizations can help address these stereotypes...

by creating workplaces that are more meaningful and satisfying to successful women, such as cultures that are less command-and-control and status-based.

Groups where the patterns of values outwardly reject those of the larger organization are ____________.

c) countercultures

A defining characteristic of social learning theory is that it ______.

(a) recognizes the existence of vicarious learning

Adhocracies tend to favor

(b) horizontal specialization and coordination

Environmental complexity

(b) refers to the overall level of problems and opportunities stemming from munificence, interdependence, and volatility

Groups with unique patterns of values and philosophies that are consistent with the dominant organizational culture are called ____________.

(b) subcultures

Regarding the organizational design for a small firm compared to a large firm

(b) they are fundamentally different

Compared to the machine bureaucracy (mechanistic type), the professional bureaucracy (organic type)

(d) has more horizontal specialization and coordination mechanism

A content theory of motivation is most likely to focus on ______.

(d) individual needs

Flexible working hours

(or flextime) give individuals some amount of choice in scheduling their daily work hours -- requires certain hours of "core" time but leaves employees free to choose their remaining hours from flexible time blocks. EX: One person may start early and leave early, whereas another may start later and leave later.

Hygiene factors

(organizational factors, quality of supervision, working conditions, relationships with co workers, status and security, base wage or salary) Sources of job dissatisfaction, and they are found in the job context or work setting -- job dissatisfaction occurs when hygiene = poor. -- improving the hygiene factors will NOT increase job satisfaction; it will only decrease job dissatisfaction.

Useful decision making techniques teams can use to unleash their creativity:

* Associative play - making up and telling stories, engaging in art projects, and building toy models that come to mind when dealing with a problem * Cross-Pollination - switching members among teams to gain insights from diverse interests, backgrounds, and experiences when working on problems * Analogies and metaphors - using analogies and metaphors to describe a problem and open pathways to creative thinking

Key findings of Goal-Setting research:

* Difficult goals are more likely to lead to higher performance than are less difficult ones * Specific goals are more likely to lead to higher performance than are no goals or vague or very general ones * Task feedback or knowledge of results, is likely to motivate people toward higher performance by encouraging the setting of higher performance goals * Goals are most likely to lead to higher performance when people have the abilities and the feelings of self-efficacy required to accomplish them * Goals are most likely to motivate people toward higher performance when they are accepted and there is commitment to them

Integrated model of motivation ties to theories:

* Reinforcement theory highlights performance contingency and immediacy in determining how rewards affect future performance * Equity theory points to the influence on behavior of the perceived fairness of rewards * Content theories offer insight into individual needs that can give motivational value to the possible rewards * Expectancy theory is central to the effort-performance-rewards linkage.

Consultative and team decisions are recommended by this model when the leader:

* lacks sufficient expertise and information to solve this problem alone; * the problem is unclear and help is needed to clarify the situation; * acceptance of the decision and commitment by others are necessary for implementation; * and adequate time is available to allow for true participation.

Individual Moderator Variables (3) ("Fit") based on these -

*Growth-need strength* - the degree to which a person desires the opportunity for self direction, learning, and personal accomplishment (high = positive to enriched jobs) *Knowledge and skill* - people whose capabilities fit the demands of enriched jobs feel good about them and perform better *Context satisfaction* - the extent to which an employee satisfied with aspects of work including salary, quality of supervision, relationship with workers, and working conditions - those satisfied better with enriched jobs

Attribution theory is especially concerned with whether the assumption is that an individual's behavior, such as poor performance, has been ___________.

- Internally or externally caused

When your manager increases your job content by giving you more responsibility for planning and evaluating duties, which job design approach is being used?

- Job enrichment

Which of the following statements about locus of control is correct?

- People with an external locus of control tend to be more introverted. (correct) - People with an internal locus of control tend to perform better on tasks requiring complex information processing and learning. (taken)

An example of the application of the __________ is the team leader who selects a new member not because of any special qualities of the person, but only because the individual comes from a department known to have produced high performers in the past.

- Representativeness heuristic

Which of the following characteristics are considered when looking at the formal component of an organization (formal organization from Congruence Model)? Select all that apply.

- Reward system that is in place for employees - Organization structure, including divisions or regions

Adam is considered to be an excellent production manager. However, he tends to give attention only to those aspects of the organization that affect his production operation and to not notice the concerns of other departments. From a perceptual perspective, Adam is guilty of which perceptual distortion?

- Selective perception

Halo effects are particularly important in the performance appraisal process because they can influence a manger's evaluations of subordinates' work performance.

- True

Job enlargement is designed to increase job breadth by having the worker perform more and different tasks, but all at the same level of responsibility and challenge.

- True

Maslow's hierarchy of needs theory identifies five levels of individual needs, ranging from physiological needs at the lowest level, through safety, social, and esteem needs, and finally to self-actualization needs at the highest level.

- True

Programmed decisions are made as standardized responses to recurring situations and routine problems.

- True

The potential advantages of group decision making include more knowledge and expertise being applied to the problem, more alternative being considered, greater understanding and acceptance of the final decision, and more commitment among group members to making the final decision work.

- True

Bathsheba syndrome

Epitomized when men and women in the pinnacle of power with strong personal integrity and intelligence engage in unethical and selfish behavior because they mistakenly believe they are above the law.

According to John Kotter, in order to establish a sense or urgency for change, it is sufficient to have 25% of a company's management be honestly convinced that business as usual is totally unacceptable.

False

Decentralization increases when the discretion to spend money, to hire people, and to make similar decisions is moved farther up the hierarchy of authority.

False

In many firms, the management philosophy is supported by a series of organizational riturals.

False

Complexity refers to the variety of things you need to pay attention to in the environment. The context of the market, environmental considerations, and social changes with the:

General Environment

A nationwide restaurant chain that varies its menu based on its location is an example of what kind of segmentation:

Geographic

The major advantages of which the following types of departmentalization are its flexibility in attending to the specific needs of different regions of the world?

Geographic divisional

Successful manager

Gets the promotions, moves up the corporate ladder. "It's not necessarily what you know, but who you know" Extrovert

Management

Getting work done through others

Efficiency

Getting work done with a minimum of effort, waste, or expense

The following are reasons why common knowledge occurs EXCEPT:

Group consensus

Evoked set

Group of brands, resulting from an information search, from which a buyer can choose.

Strategic Group

Group of companies within an industry chosen for comparison, evaluation, and benchmarking strategic threats and opportunities 3 levels: Core firms (Home Depot = Lowe's), secondary firms (84 Lumber --> contractor focus), transient firms (Ace Hardware --> bigger competitor?)

Functional departmentation

Grouping individuals by skill, knowledge, and action

Creating subgroups that each work on the same problem. Assigning the role of critical evaluator to each group member. Writing alternative scenarios for the intentions of competing groups. Inviting outside experts to observe and react to group processes.

Groupthink can be avoided by doing all of the following:

Grand Strategies

Growth Stability Retrenchment

Forming

Harmony around similarities

Groupthink can be voided by doing all of the following EXCEPT:

Having the leader express his/her preference for a particular course of action.

Effective manager

Helps others achieve high levels of both performance and satisfaction.

Personality determinants

Heredity, environment, situation

Job enrichment

Herzberg believes job content must be enriched by adding more motivator factors. This technique tries to build more motivator factors into job content (part of two-factor theory)

internal skills

ability to deal with demands, pressures, stress self awareness, manage emotions and impulses, self-motivation and persistence, empathy towards others

The term workforce diversity typically refers to differences in race, age, gender, ethnicity, and ________ among people at work.

able-bodiedness

norms

acceptable standards of behavior within a group that are adopted and shared by the group's members.

During a conflict situation Kyle is cooperative but unassertive with his employees. He tries to smooth over their differences but it only produces a false sense of harmony among them. Which type of conflict management style is Kyle using?

accommodation

When issues are more important to others than to yourself or when you want to build 'credits' for use in later disagreements _________ may be used

accommodation

What are the four dimensions of transactional leadership

active management by exception, passive management by exception, continent rewards, laissez-faire

Discrimination

actively denies minority members (women and minority) the full benefits organizational membership. -- occurs when minority members are unfairly treated EX: is when a manager fabricates reasons not to interview a minority job candidate, or refuses to promote a working mother on the belief that "she has too many parenting responsibilities to do a good job at this level."

Laggards

In the adopter categories, the final 16 percent to adopt are similar to innovators in that they do not rely on the norms of the group but are independent because they are bound to tradition. They tend to have the lowest socioeconomic status, are suspicious of new products, and are alienated from a rapidly advancing society. They are called

Organizational behavior

Is the study of human behavior in organizations. With strong ties to Psychology, social psychology, anthropology, economics, Political science, and sociology.

Avoidance

Lose-Lose Strategy: The extreme where no one acts assertively and everyone simply pretends the conflict doesn't exist and hopes it will go away.

Regional Trading Zones (examples)

Maastricht Treaty of Europe NAFTA CAFTA-DR UNASUR ASEAN APEC

Low-culture context

Majority of message is communicated directly

High-culture context

Majority of message is communicated indirectly

Moral manager

Makes ethical behavior a personal goal. -- sets ethical examples, communicates values, champions ethics mindfulness - contributes to the "virtuous shift"

Theory Y

Management assumes employees are: ambitious self-motivated exercise self-control

Conceptual skills

Managers should be able to view the organization or situation as a whole so that complex problems are always analyzed and solved.

Which marketing management philosophy focuses on the question, "What do customers want and need?"

Market

Undifferentiated

Market is one big entity (mass-market) and developed around one marketing mix.

Dependence

Means that one person or group relies on another person or group to get what they want or need.

Leader-match

Means the leader cannot change his or her style and therefore needs to change the situation to match the style.

Turnover

Measures the rate of how many employees leave the corporation

Which of the following is not a key team input

Member satisfaction

Decentralized communication networks

Members communicate directly with one another with intense interaction among team members

Accessibility

Members of targeted segments must be reachable with marketing mix.

Virtual teams

Members work together through computer mediation rather than face to face

Under the Scientific Foundations of Organizational Behavior, what is the purpose of models?

Models link independent variables with dependent variables are used to test generalizations about behavior in organizations

A manufacturer of office furnishings is finding it difficult to compete with cheaper imported merchandise. Which of the following is a potential source of new product ideas that would allow it to compete more effectively? The company's employees Its foreign competitors Customers who have requested its catalogs R&D All of these

all of these

Conflict

Occurs when parties disagree over substantive issues or when emotional antagonisms create friction between them.

Role ambiguity

Occurs when someone is uncertain about what is expected of him or her.

Intrasender role conflict

Occurs when the same person sends conflicting expectations.

Role Underload

Occurs when too little work is expected of the individual.

Role overload

Occurs when too much work is expected of the individual.

Storming stage

Of team development is a period of high emotionality and tension among the group members.

Forming stage

Of team development is a primary concern is the initial entry of members to a group.

Adjourning stage

Of team development is especially important for the many temporary teams such as task forces, committees, project teams, and the like.

Norming stage

Of team development, sometimes called initial integration, is the point at which the members really start to come together as a coordinated unit.

Interpretation:

Once your attention has been drawn to certain stimuli and you have grouped or organized this information, the next step is to uncover the reasons behind the actions. -- Interpretation always varies among people. Even if you are paying attention to the same info, and organize the same, how one interprets things can be completely different.

direct channel

One configuration of a marketing channel entails producers selling to consumers without any intermediaries in the channel. This is called a(n):

Predictive

One of the three roles of marketing research; concerning 'what if' statements.

Engaged employees are more likely to help their colleagues when need and volunteer to take on extra assignments. These actions are often referred to as:

Organizational Citizenship Behaviors (OCBs)

Attention and Selection: -- Selective screening

allows only a portion of available information to enter our perceptions. Can be consciously aware of things or without it. - works well most of time, can be bad for non-routine

business-to-business online exchange

an electronic trading floor that provides companies with integrated links to their customers and suppliers

Ethics mindfulness

an enriched awareness that causes one to consistently behave with ethical consciousness

The ______ bases a decision on incremental adjustments to an initial value determined by historical precedent or some reference point.

anchoring and adjustment heuristic

Six major types of emotions:

anger, fear, joy, love, sadness, surprise

reciprocity

apracticewherebybusiness purchasers choose to buy from their own customers

Values

are broad preferences concerning appropriate courses of action or outcomes -- They reflect a person's sense of right and wrong or what "ought" to be.

Growth needs

are desires for continued personal growth and development

Existence needs

are desires for physiological and material well-being

Relatedness needs

are desires for satisfying interpersonal relationships

Personality traits

are enduring characteristics describing an individual's behavior

Bonuses

are extra pay awards for special performance accomplishments (common in senior exec. ranks)

Team decisions

are made by all members of the team

Consultative decisions

are made by one individual after seeking input from or consulting with members of a group

Individual decisions, or authority decisions,

are made by one person on behalf of the team

Self-conscious emotions

arise from internal sources

Under the Scientific Foundations of Organizational Behavior, what is Interdisciplinary Body of Knowledge?

Organizational behavior has strong ties to behavioral sciences - [psychology, sociology, and anthropology] - as well as to allied social sciences such as economics and political science.

What are organizations in detail?

Organizations are open systems that create value while interacting with their environments

Present view of Leadership

Organizations today require leadership at all levels, not just from those holding the formal titles.

Strong cultures

Organizations with __________ possess a broadly and deeply shared value system that can provide a strong corporate identity, enhance collective commitment, provide a stable social system, and reduce the need for formal and bureaucratic controls.

Implicit leadership theories

Our beliefs or understanding about the attributes associated with leaders and leadership.

Profit

Revenue minus expenses.

When meteoric rise of Apple after Steve Jobs return to CEO, many predicted significant troubles for Apple without its iconic leader. Furthering this notion, Apple experienced some struggles with a lack of new product offerings and a faulty map application. Many of these performance troubles were attributed to Jobs' successor, Tim Cook. This attribution of both success and failure to the leader of the organization is an example of what?

Romance of leadership.

Norms

Rules or standards for the behavior of group members; Beliefs about how members are expected to behave.

Self Monitoring

Sensitive to external cues to behave differently. They are more flexible and more mobile their careers. They typically receive better performance ratings. High self-monitors show a strong ability to adapt their behavior to fit external situational factors.

Performance norm

Sets expectations for how hard members work and what the team should accomplish.

Planning

Sets objectives and identifies the actions needed to achieve them

Profit maximization

Setting prices so that the total revenue is as large as possible relative to total costs.

STEEP

Social Technological Economic Ecological Political

Multiskilling

Team members are each capable of performing many different jobs.

Extraversion

The degree to which someone it outgoing, sociable, and assertive An extravert is comfortable and confident in interpersonal relationships; an introvert is more withdrawn and reserved. -- prefer to work with others

Brand Mark

The elements of a brand that cannot be spoken.

Organizational Behavior

The systematic study of the actions and attitude that people exhibit within organization

Observable culture

The way things are done in an organization.

Formalization

The written documentation of rules, procedures and policies to guide behavior and decision making.

Competitors are starting to introduce lower-priced options into the market

Threat

To build successful relationships, managers must

Treat each employee with respect, demonstrate care and concern

Internal marketing

Treating employees as customers and developing systems and benefits that satisfy their needs.

A number of studies suggest that the key difficulty with product development is the integration across all of the units needed to move from the idea stage to final implementation

True

An effective group is one that achieves high levels of task performance, member satisfaction, and team viability.

True

Avoidance involves pretending a conflict does not really exist

True

High performance teams turn a general sense of purpose into specific performance objectives

True

Managers who are hard-driving, detail-oriented, have high performance standards, and thrive on routine could be characterized as ____________.

Type A

The indirect conflict management approach that uses the chain of command for conflict resolution is known as __________.

UPWARD REFERRAL

Learning process

Unconscious Incompetence --> Conscious Incompetence --> Conscious Competence --> Unconscious Competence

Internally caused behavior

Under your control

The formal study of change has been traced back to Kurt Lewin. Lewin developed a four-part model of change. This model includes:

Understand context of change, unfreeze the organization, make the change, refreeze the organization

Sustainable competitive advantage

When other companies cannot duplicate the value a firm is providing to customers Resources must be: - Value - rare - Imperfectly imitable - Non-substitutable - Exploitable

Intensive

________ is a form of distribution aimed at having a product available in every outlet where target customers might want to buy it.

personality

a relatively stable set of characteristics that influences an individual's behavior, The way in which an individual reacts and interacts with others, often described in terms of traits

cannibalization

a situation that occurs when sales of a new product cut into sales of a firm's existing products

status

a socially defined position or rank given to groups or group members by others

Content marketing

a strategic marketing approach that focuses on creating and distributing content that is valuable, relevant and consistent.

multisegment targeting strategy

a strategy that chooses two or more well-defined market segments and develops a distinct marketing mix for each

relationship marketing

a strategy that focuses on keeping and improving relationships with current customers

concentratedtargetingstrategy

a strategy used to select one segment of a market for targeting marketing efforts

market segment

a subgroup of people or organizations sharing one or more characteristics that cause them to have similar product needs

service mark

a trademark for a service

utilitarian value

a value derived from a product or service that helps the consumer solve problems and accomplish tasks

Machiavellianism

causes someone to view and manipulate others purely for personal gain

Specific environment

deals with competitors, customers, suppliers, and other stakeholders in your business.

All of the following are benefits of supply (value) chain management EXCEPT:

decreases cash flow

empowerment

delegation of authority to solve customers' problems quickly—usually by the first person the customer notifies regarding a problem

on-demand marketing

delivering relevant experiences, integrated across both physical and virtual environments, throughout the consumer's decision and buying process

Social emotions

derive from external sources

Company X sells their products exclusively to companies in the Y market. In estimating demand from their business customers, Company X must understand that this demand is actually _____________, which means that the demand for industrial products and services is driven by demand for consumer products and services.

derived demand

Social learning theory

describes how learning occurs through interactions among people, behavior, and environment

The Leadership Double Bind

describes how women are seen as weak in leadership if they conform to the feminine stereotype and also weak if they go against it. -- female leaders are "damned if they do, doomed if they don't."

The leaking pipeline

describes how women drop out of careers before reaching the top levels of organizations.

Cultural quotient (or CQ)

describes someone's ability to work effectively across cultures

Management by Objectives(MBO)

direct application of goal setting theory

All of the following are product characteristics influencing the rate of adoption EXCEPT:

distribution

composition

diversity promotes conflict -> creativity -> improved decision making

usage-rate segmentation

dividing a market by the amount of product bought or consumed

T/F: Accommodation is a conflict management strategy may be used when an issue is trivial

false

T/F: According to John Kotter, in order to establish a sense of urgency for change, it is sufficient to have 25% of a company's management be honestly convinced that business as usual is totally unacceptable.

false

T/F: Decentralization increases when the discretion to spend money, to hire people, and to make similar decisions is moved farther up the hierarchy of authority

false

T/F: In a change management context, driving forces refer to those forces that prevent the implementation of organizational change

false

T/F: In many firms, the management philosophy is supported by a series of organizational rituals.

false

T/F: In today's environment, research shows that managers and team leaders spend relatively little time dealing with conflicts

false

The member satisfaction criterion of group effectiveness means that members are sufficiently satisfied to continue working well together on an ongoing basis and/or to look forward to working together again in the future

false

Most unique aspects of ERG theory is its allowance

for frustration-regression in how needs become activated. -- Alderfer believes an already satisfied lower- level need can become reactivated when a higher-level need cannot be satisfied.

Forced distribution

forces a set percentage of all persons being assessed into predetermined performance categories, such as outstanding, good, average, and poor. (must assign 10% to outstanding, 40% to average, etc.)

The five stages of team development are

forming, storming, norming, performing, and adjourning.

autonomy

freedom and discretion in determining how work gets done

Creativity

generates unique and novel responses to problems - often determines how well people, teams, and organizations do in response to complex challenges

In the job characteristics model, a person will be most likely to find an enriched job motivating if he or she ______.

has strong growth needs

Groupthink can be avoided by doing all of the following EXCEPT:

having the leader express his/her preference for a particular course of action

Maslow's hierarchy of needs theory offers a pyramid of... (Content/Needs Theory)

high order needs: self-actualization, esteem, low order needs: social, safety, and physiological needs Five levels of individual needs - The concept of a needs "hierarchy" assumes that some needs are more important than others and must be satisfied before the other needs can serve as motivators

impact of status

high status members of groups often are given more freedom to deviate. interaction among members of groups is influenced by status

Problem-solving traits

how we gather and evaluate info when solving problems

Q8 In Herzberg's two-factor theory _____ factors are found in job context.

hygiene

Prescriptive model

ideal framework to make a decsion with 8 steps. assumes unlimited time, information and constant preferences 1. Identify the problem 2. Define objectives 3. Identify and weigh criteria 4. Generate alternatives 5. Evaluate alternatives 6. Make a choice 7. Implement choice 8. Follow up

generic product name

identifies a product by class or type and cannot be trademarked

Paired comparison

in performance appraisal compares each person with every other one

personality tests

inexpensive way for firms to weed people out. match the right personality for the job. 30% of firms use this

Values underlying assumptions, and deep beliefs make up the _______ component of an organization's culture

invisible

Self-management

is the ability to think before acting and to control disruptive impulses

The confirmation error

is the tendency to seek confirmation for what is already thought to be true and not search for disconfirming information (form of selective perception)

Telecommuting

is work done at home or from a remote location using computers, tablets, and smart phone devices

how do managers encourage cohesiveness?

make the group smaller, encourage agreement on group goals, increase the time spent together in and out of the office, increase the status and perceived difficulty of group membership

familybranding

marketingseveraldifferent products under the same brand name

Social exchange

means that people build human relationships and trust through exchanges or favors based on reciprocity

Which of the following is not a key team input?

members satisfacation

the meaning of life

money

The external environment:

must be continually monitored by marketing managers.

A crisis decision

occurs when an unexpected problem can lead to disaster if not resolved quickly and appropriately

Lack-of-participation error

occurs when important people are excluded from the decision-making process

In job sharing

one full-time job is split between two or more persons who divide the work according to agreed- upon hours

niche

one segment of a market

Improvements in job satisfaction are most likely under Herzberg's two-factor theory when ______ are improved.

opportunities for responsibility

Some customer segments are interested in spending more money on new products in the personal care category

opportunity

Which of the following emphasizes horizontal specialization, extensive use of personal coordination, and loose rules, policies, and procedures?

organic bureaucracy

market

people or organizations with needs or wants and the ability and willingness to b

co-branding

placing two or more brand names on a product or its package

What are the twin pillars of marketing?

segmentation, differentiation

Magazine advertisement: "Your well being is important to us. It's our commitment to The Greater Good." - What kind of orientation?

societal

manufacturer's brand

the brand name of a manufacturer

cohesiveness

the degree to which members are attracted to each other, trust each other, motivated to stay in the group

Self-concept

the view individuals have of themselves as physical, social, spiritual, or moral beings

Individual differences

the ways in which people are similar and dissimilar in personal characteristics - the mix of these = diversity

customervalue

therelationshipbetweenbenefitsand the sacrifice necessary to obtain those benefits

Coca-Cola vending machines are found all over the world. The newest machines have an interactive screen that runs advertisements and allows users to obtain free photos of themselves and ringtones after they have bought a drink. Critics of these new vending machines are concerned that entertaining technology is being used to market sugary products. In terms of a SWOT analysis, this concern would be an example of a(n):

threat.

"One-size-fits-all" marketing is largely out of date. T/F

true

What causes Job satisfaction?

• The work itself • Pay (to a certain level) • Advancement opportunities • Supportive Supervisors • Supportive co-workers • An individual's own personality

Satisfaction with a leader is greater when there is congruence among these four values... Megilino Values Scheme include: (4)

■ Achievement—getting things done and working hard to accomplish difficult things in life ■ Helping and concern for others—being concerned for other people and with helping others ■ Honesty—telling the truth and doing what you feel is right ■ Fairness—being impartial and doing what is fair for all concerned

What are the big five personality traits?

■ Extraversion— ■ Agreeableness— ■ Conscientiousness— ■ Emotional stability— ■ Openness to experience—

theory Z

"japanese management" style popularized during asian boom of 80's. increasing employee loyalty to company by providing a job for life and strong focus on the well-being of the employee, both on and off the job

Categories of adopters

(1) Innovators (2) early adopters (3) early majority (4) late majority (5) laggards

Decision makers can choose among the individual, consultative, team decision options by considering these factors:

(1) required quality of the decision, (2) commitment needed from team members to implement the decision, (3) amount of information available to the team leader, (4) problem structure, (5) chances team members will be committed if the leader makes the decision, (6) degree to which the team leader and members agree on goals, (7) conflict among team members, and (8) information available to team members.

Thematic Apperception Test (TAT)

(Acquired needs theory) TAT = projective technique that asks people to view pictures and write stories about what they see, and its use proved historic in motivation theory

High-context cultures

(Japan, China, Arab countries) - relational - collectivist - intuitive - contemplative

The patterns of values and philosophies that outwardly reject those of the larger organization or social system are called _____________.

(d) countercultures

Authoritarianism / Dogmatism

*Authoritarianism* - tendency to adhere rigidly to conventional values and to obey recognized authority *Dogmatism* - leads person to see world as threatening place and to regard authority as absolute

If the average worker can produce 15 widgets an hour, which goal is likely to lead to the best performance?

- 18

Mike has always been driven by the need to work more efficiently, solve problems, and master complex tasks. According to McClelland, Mike is classified as driven by a need for:

- Achievement

Selective screening occurs only through conscious awareness.

- False

Organizational politics occur in the _________ of an organization.

- Informal systems

Which of the following is a direct application of goal setting theory?

- Management by Objectives (MBO)

When asked to identify the key problem in a comprehensive business policy case, each executive selected a problem consistent with his or her functional area work assignments. This is an example of which perceptual distortion?

- Selective perception

The Affective Events Theory __________.

- Ties together how emotions and moods end up influencing human behavior in organizations

The physical, social, and organizational context of the perceptual setting can influence the perceptual process.

- True

House's path-goal theory of leadership assumes that a leader's key function is to adjust his or her behaviors to complement situational contingencies that influence the accomplishment of personal goals and organizational goals.

- true

Which of the following is NOT one of the four unique elements to services?

Incoherency

Iceberg of Interpersonal Conflict

Issues Personalities Emotions Interests, Needs, and Desires Self-Perceptions and Self-Esteem Hidden Expectations Unresolved Issues from the Past

Accommodation (or smoothing)

Lose-Lose Strategy: Involves playing down differences among the conflicting parties and high-lighting similarities and areas of agreement.

Theory X

Management assumes employers are: Inherently lazy Will avoid work if they can They inherently dislike work of employees

False

Marketers can control the external environment in which their organizations operate. (T/F)?

Smart workforce

Members of this workforce work in shifting communities of action in which knowledge and skills are shared to solve real and complex problems

Low responsibility, high control

Mixed orientation, in control, but not responsible; In control of one's ability & efforts, but helped or hindered by outside forces

High responsibility, low control

Mixed orientation, responsible but not in control; Responsible for operating in the world & accommodating others, but has no control over how one's ability & efforts are defined by others

Within which of the following major stages of a planned change implantation in Kurt Lewin's model would you place the 'creating a vision' step in Kotter's planned change model?

Mobilize (Unfreeze)

Intersender role conflict

Occurs when different people send conflicting and mutually exclusive expectations.

Diagnostic

One of the three roles of marketing research; explaining data

Descriptive

One of the three roles of marketing research; gathering and presenting factual statements.

Concentrated (niche)

One segment is selected for targeting marketing efforts.

the Question of Value: Increase effectiveness

Opening a new regional campus enables outreach to a new market of students

Adaptive leadership

Operates in the interface between the administrative and entrepreneurial systems and fosters conditions for emergence.

_____ is a strategy that focuses on keeping and improving relationships with current customers.

Relationship marketing

Personal power

Resides in the individual and is independent of position; it is generated in relationships with others.

Social capital

Resources that come from networks of relationships. Represents who you know.

______ is a positive reinforcement strategy that rewards successive approximations to a desirable behavior.

Shaping

Use of the Scientific method: Models

Simplified views of reality that attempt to explain real-world phenomena

Job Characteristics Model of Motivation

Skill Variety Utilizing a variety of different skills on the job - JCM Task Identity Completion of a whole (from beginning to end) Task significance Substantial impact on the lives or work of others Autonomy Freedom an discretion in determining how work gets done Feedback Obtaining direct and clear info about effectiveness and performance

Political savvy

Skill at reading political environments and understanding how to influence effectively in these environments.

Work Team Characteristics

Team norms Team cohesiveness Team size Stages of team development Team conflict

Responsiveness (services)

The ability to provide prompt service.

Control

The authority or ability to exercise restraining or dominating influence over someone or something.

identify and formulate the problem/opportunity to be studied.

The first step in the marketing research process is to:

Team or group dynamics

The forces operating in teams that affect the ways members work together.

Structural holes

The gaps between individuals and groups in a social network.

Rule of conformity

The greater the cohesiveness, the greater the conformity of members to team norms.

Product development and commercialization process

The group of activities that facilitates the joint development and marketing of new offerings among a group of supply chain partner firms.

Societal Marketing Orientation

The idea that an organization exists not only to satisfy customer wants & needs and to meet organizational objectives but also to preserve & enhance an individual's & society's long-term best interests.

Marketing Concept

The idea that the social and economic justification for an organization's existence is the satisfaction of customers wants and needs while meeting organizational objectives.

Channel partnering

The joint effort of all channel members to create a supply chain that serves customers and creates a competitive advantage.

Assurance

The knowledge and courtesy of employees

Example of value vs. attitude

The notion that shareholders should have a voice in setting CEO pay is a value. Your positive or negative feeling about a specific company due to the presence or absence of shareholder inputs on CEO pay is an attitude

Span of control

The number of individuals reporting to a supervisor.

Width (product mix)

The number of product lines an organization offers, which diversifies risk and capitalizes on established reputations.

Shrinking middle class

Threat

Porter's 5 Industry Forces

Threat of New Entrants Bargaining Power of Buyers Bargaining Power of Suppliers Threat of Substitute Products or Services Character of Rivalry (center)

Integrated Model of Motivation

Ties together the basic effort-performance-rewards relationship - shows job performance and satisfaction as separate but interdependent work results the individual experiences satisfaction when the rewards received for work accomplishments are perceived as both performance continent and equitable

Skills needed at different Management levels

Top Managers: Conceptual Middle Managers: Human Skills Lower-level Managers: Technical ALL need good human skills

Convenience

Tortilla chips are most likely _____ products, since they are purchased with little shopping effort.

What do managers do

Traditional Management Communications HR Management Networking

Open systems

Transform human and material resource inputs into finished goods and services. -- If everything works right, suppliers value the organization and continue to provide needed resources, employees infuse work activities with their energies and intellects, and customers and clients value the organization's outputs enough to create a continuing demand for them.

Cultural differences can have a major impact on the performance of organizations and the quality of work life experienced by their members.

True

In order to judge whether a change implementation has been successful, it is important to not only assess whether the intended change happened, but also to assess how the change affected the organization and the change agent.

True

Legitimate power, or formal hierarchical authority, stems from the extent to which a manger can control subordinates' behavior because they believe the boss has the right to do so.

True

Most large organizations contain several subcultures as well as one or more countercultures.

True

American's don't get enough vacation time?

True Employees that have had more time to recharge perform better at work

Task Performance

When a team achieves its performance goals regarding quantity, quality, and timeliness of work results

When to use AVOIDANCE

When an issue is trivial To temporarily delay, allow emotions to cool

Postpurchase behavior

When buying products, consumers expect certain outcomes from the purchase; how well these expectations are met determine a consumer's satisfaction or dissatisfaction.

Strategic Alliances

When companies combine key resources, costs, risks, technology, and people. Most common form is joint ventures.

When to use COMPETITION

When quick action vital When don't trust opponent

Ethnographic

_____ research is the study of human behavior in its natural context, involving observation of behavior and physical setting.

Strategic channel alliances

_____ use another manufacturer's already established channel and are used most often when the creation of marketing channel relationships may be expensive and time-consuming.

Specialization or division of labor

______ within the marketing channel can provide efficiencies and economies of scale as channel members take on tasks that best utilize their expertise or strategic relationships.

Food and Drug Administration (FDA)

a federal agency charged with enforcing regulations against selling and distributing adulterated, misbranded, or hazardous food and drug products

The typical reward system of an organization offers...

a mix of intrinsic and extrinsic rewards

family life cycle (FLC)

a series of stages determined by a combination of age, marital status, and the presence or absence of children

Intuitive thinking

approaches problems in a flexible and spontaneous fashion -- Decision makers in this intuitive mode tend to deal with many aspects of a problem at once, search for the big picture, jump quickly from one issue to another, and act on hunches from experience or on spontaneous ideas. - common under conditions of risk/uncertainty

Systematic thinking

approaches problems in a rational and analytical fashion. Step-by-step process. Slow -- Teams engaged in systematic thinking will try to make a plan before taking action, and to search for information and proceed with problem solving in a fact-based and logical fashion. (an analytical approach + recommended for superior decision making)

majorequipment(installations)

capital goods such as large or expensive machines, mainframe computers, blast furnaces, generators, airplanes, and buildings

Which goals tend to be more motivating?

challenging goals

When Castrol Syntec, a premium motor oil, sought a new way to reach its young, car-passionate audience, the brand found its mark with video games. In its first-ever attempt at in-game advertising, Castrol Syntec found a way to show consumers (in a virtual world) the brand's power and performance. In the communication process, the game served as a(n) _____ for transmitting the message.

channel

Organizational justice

concerns how fair and equitable people view workplace practices and outcomes.

Tortilla chips are most likely _____ products, since they are purchased with little shopping effort.

convenience

Organizational ______ often specify/ies when various types of actions are appropriate and where individual members stand in the social system.

culture

One configuration of a marketing channel entails producers selling to consumers without any intermediaries in the channel. This is called a(n)

direct channel.

A/an ____________ is a rather intense but short-lived feeling about a person or a situation, whereas a/an ____________ is a more generalized positive or negative state of mind.

emotion, mood

equity theory in business

employees expect a fair return for what they put into their jobs.

T/F: a counterculture is a group of individuals with a unique pattern of values and philosophy that is consistent with the organization's dominant values and philosophy

false

Gain sharing

gives workers the opportunity to earn more by receiving shares of any productivity gains that they help to create at the team or work unit levels.

In Alderfer's ERG theory, the ______ needs best correspond with Maslow's higher-order needs of esteem and self-actualization.

growth

If a manager allows one characteristic of a person, say a pleasant personality, to bias performance ratings of that individual overall, the manager is falling prey to a perceptual distortion known as _______.

halo effect

Both Barry and Marissa are highly motivated college students. Knowing this I can expect them to be ______ in my class.

hard working

The first step in the marketing research process is to:

identify and formulate the problem/opportunity to be studied.

Type A personality

incessantly struggling to achieve more, great sales reps

Job rotation

increases task variety by periodically shifting workers among jobs involving different tasks the responsibility level stays same - important benefit of this is training (can reduce motivation)

Organizational politics occur in the _______ of an organization

informal systems

sports teams

integrate cooperation, score early wins, practice makes perfect, use half time breaks

Job burnout

is a loss of interest in or satisfaction with a job due to stressful working conditions. -- They feel emotionally and physically exhausted, and is less able to deal positively with work responsibilities and opportunities.

A stigma (mark of disgrace)

is a phenomenon whereby an individual is rejected as a result of an attribute that is deeply discredited by his or her society -- Because of stigmas, many are reluctant to seek coverage under the ADA because they do not want to experience discrimination in the form of stigmas.

The glass ceiling effect

is an invisible barrier limiting career advancement of women and minorities. EX: "she has too many parenting responsibilities to do a good job at this level."

Shaping

is positive reinforcement of successive approximations to the desired behavior. -reinforcement given only when the entire first step and an aspect of the second are completed successfully

Person-job fit

is the extent to which an individual's skills, interests, and personal characteristics match well with the requirements of the job

Personality

is the overall combination of characteristics that capture the unique nature of a person as that person reacts to and interacts with others. -- It combines a set of physical and mental characteristics that reflect how a person looks, thinks, acts, and feels.

Ethics

is the philosophical study or morality -- When we apply ethical reasoning to decisions made by individuals and teams in organizations, the focus is on moral problems and dilemmas that are associated with the decision-making process.

Instrumentality

is the probability that performance will lead to various work outcomes

Emotion and mood contagion

is the spillover of one's emotions and mood onto others

Types of position power

legitimate power, reward power, information power, coercive power.

A Contrast Effect

occurs when the meaning of something that takes place is based on a contrast with another recent event or situation. -- occurs, say, when a person gives a talk following a strong speaker or is interviewed for a job following a series of mediocre applicants.

Output measures

of performance assess achievements in terms of actual work EX: counting the number of actual sales made—

perception

our sensory experience of the world around us, we gain information about properties and elements of the environment that are critical to our survival

baby boomers

people born between 1946 and 1964

maslow's hierachy of needs

physiological needs, safety, love/belonging, esteem, self-actualization

A moral problem

poses major ethical consequences for the decision maker or others

Coping involves both ____________ and ____________ elements.

problem-focused, emotion-focused

consumer behavior

processes a consumer uses to make purchase decisions, as well as to use and dispose of purchased goods or services; also includes factors that influence purchase decisions and product use

Getting into a market after a competitor has entered a market is a _______ change.

reactive

want

recognition of an unfulfilled need and a product that will satisfy it

need recognition

resultofanimbalancebetweenactual and desired states

demographic segmentation

segmenting markets by age, gender, income, ethnic background, and family life cycle

A person with high emotional intelligence would be strong in ____, the ability to think before acting and to control disruptive impulses.

self-regulation

derived demand

the demand for business products

Although many factors can influence price, the primary determinants are:

the demand for the good and the cost to the seller.

marketing concept

the idea that the social and economic justification for an organization's existence is the satisfaction of customer wants and needs while meeting organizational objectives

Willingness to pay is a way to measure demand elasticity.

true

Classical decision model

views decision makers as acting in a world of complete certainty -- In a certain environment, the problem is clearly defined, all possible action alternatives are known, and their consequences are clear. - fits the 5 step decision making process

Tony is a manager at Tone Corporation. As a manager he can modify the __________ of culture, such as the language, stories, rites, rituals, and sagas.

visible aspects

Common Performance measurement errors that can reduce validity and reliability:

■ Halo error—results when one person rates another person on several different dimensions and gives a similar rating for each dimension. ■ Leniency error—high ratings for everyone; Strictness error = the opposite ■ Central tendency error—occurs when managers lump everyone together around the average, or middle, category; no very good or very poor ■ Recency error—occurs when a rater allows recent events to influence ratings ■ Personal bias error—displays expectations and prejudices such as racial bias in ratings

What are the core building blocks of emotional intelligence?

■ Self-awareness—ability to understand your own moods and emotions ■ Self-regulation—ability to think before acting and to control bad impulses. ■ Motivation—ability to work hard and persevere ■ Empathy—ability to understand the emotions of others ■ Social skill—ability to gain rapport with others and build good relationships.

A manufacturer of office furnishings is finding it difficult to compete with cheaper imported merchandise. Which of the following is a potential source of new product ideas that would allow it to compete more effectively?

-R&D -Its foreign competitors -Customers who have requested its catalogs -The company's employees -All of these*

high job satisfaction leads to

-decreased tunrover, absenteeism, deviant behavior, increased customer satisfaction, increased productivity -> increased profit

3 main actions to take in unethical organization

-prevent unethical practices from the start, quit, whistleblowing

what determines status?

-the power a person wields over others -a person's ability to contribute to a group's goals -an individual's personal characteristics -cultural factors and norms

what causes job satisfaction?

-the work itself -pay (to a certain level) -advancement opportunities -supportive supervisors -supportive co-workers -an individual's own personality

Management Practices

1) Employment security 2) Selective hiring 3) Self-managed teams and decentralization 4) High wages contingent on organizational performance 5) Training and skill development 6) Reduction of status differences 7) Sharing information

Big Five Model

1) Openness to experience 2) Conscientiousness 3) Extraversion 4) Agreeableness 5) Neuroticism

USE teams when...

1) There is a clear, engaging reason or purpose 2) The job can't be done unless people work together 3) Rewards can be provided for teamwork and team performance 4) Ample resources are available

Three mistakes common in first step of the Decision Making Process: (1. Recognize and define the problem or opportunity)

1) we may define problem too broadly or too narrowly, 2) may focus on problem symptoms instead of causes, 3) may choose the wrong problem to deal with

Assumptions of the Prescriptive Model:

1. All relevant info present 2. Clear, constant preferences 3. No time constraints and unlimited info processing

Type A behaviors:

1. Always moving, walking, and eating rapidly 2. Acting impatient,hurrying others, put off by waiting 3. Doing, or trying to do, several things at once 4. Feeling guilty when relaxing 5. Hurrying or interrupting the speech of others

Performance Assessment Methods: (4)

1. Comparative Methods (relative to others) -- Ranking -- Paired Comparison -- Forced Distribution 2. Rating Scales (specific performance dimensions) -- Graphic rating scales -- behaviorally anchored rating scale (BARS) 3. Critical Incident Diary (actual examples of behaviors/results) -- Critical incident diaries 4. 360 degree review (combo of feedback from everyone + self-ratings)

Leading change is hard because people are: Select all that apply.

1. Concerned about the Future 2. Uncertain, don't know what to expect 3. Concerned about power, their own power and that of others

Scheduling positive reinforcement: (2)

1. Continuous reinforcement 2. Intermittent reinforcement

Characteristics of Decisions in Organizations:

1. Decisions are unable to be completely rational * we display bonded rationality which means we are generally rational but have some limitations (good enough) 2. Decision contains elements of chance and "chaos" 3. Decision makers are sensitive to political, "face-saving" pressure

Manager's Interpersonal roles: (3)

1. Figurehead: involve working directly with other people, hosting and attending official ceremonies. 2. Leader: creating enthusiasm and serving people's needs 3. Liaison: maintaining contacts with important people and groups. (communication or cooperation that facilitates a close working relationship between people or organizations.)

Schedules of Intermittent reinforcement:

1. Fixed- interval schedules: rewards at the first appearance of a behavior after a given time has elapsed. 2. Fixed-ratio schedules: result in a reward each time a certain number of the behaviors have occurred. 3. Variable-interval schedule rewards behavior at random times 4. Variable-ratio schedule rewards behavior after a random number of occurrences.

Justice in the workplace: (5)

1. Organizational justice 2. Procedural justice 3. Distributive justice 4. Interactional justice 5. Commutative justice

Two types of Coping Mechanisms:

1. Problem- focused coping 2. Emotion-focused coping

Common Perceptual Distortions: (8)

1. Stereotypes 2. Halo Effect 3. Selective perception 4. Projections 5. Contrast effect 6. Self- fulfilling prophecy 7. First impression/Primacy 8. Recency Effect

Effective managers focuses attention on two key outcomes, or dependent variables, that are important in OB: (2)

1. Task Performance 2. Job Satisfaction

Two broad categories of values:

1. Terminal values 2. Instrumental values

Characteristics of an Org.'s degree of multiculturalism: (3)

1. Workforce diversity 2. Multiculturalism 3. inclusion

The 4 stages of the information processing are (4)

1. attention and selection 2. organization 3. interpretation 4. retrieval

Ethics Double-checks: two sets of questions =

1. criteria questions 2. spotlight questions.

Alderfer's ERG theory identifies (3):

1. existence 2. relatedness 3. growth needs -- ERG theory also abandons Maslow's strict hierarchy and contends that more than one of these needs need may be active at the same time - collapses Maslow's 5 into 3.

Life stressors

1. family events (e.g., the birth of a new child) 2. economic difficulties (e.g., loss of income by a spouse) 3. personal affairs (e.g., a separation or divorce) Can all be extremely stressful.

Management process involves fulfilling the four responsibilities: (4)

1. planning 2. organizing 3. leading 4. controlling

Stress Prevention

= the best first-line strategy in preventing stress. It involves taking action to prevent stress from reaching destructive levels.

Break-even Analysis

A method of determining what sales volume must be reached before total revenue equals total costs.

Inventory control system

A method of developing and maintaining an adequate assortment of materials or products to meet a manufacturer's or a customer's demand.

Customer service management process

A multi-company, unified response system to the customer whenever complaints, concerns, questions, or comments are voiced; designed to ensure that customer relationships remain strong.

Geographic

A nationwide restaurant chain that varies its menu based on its location is an example of what kind of segmentation:

Alternative dispute resolution

A neutral third party works with persons involved in a negotiation to help them resolve impasses and settle disputes.

Simultaneous product development

A new team-oriented approach to new-product development where all relevant functional areas and outside suppliers participate in the development process.

New-product strategy

A plan that links the new-product development process with the objectives of the marketing department, the business unit, and the corporation.

Trade allowance

A price reduction offered by manufacturers to intermediaries, such as wholesalers and retailers.

Role negotiation

A process for discussing and agreeing on what team members expect of one another.

Returns management process

A process that enables firms to manage volumes of returned product efficiently, while minimizing costs and maximizing the value of the returned assets to the firm in the supply chain.

Manufacturing flow management process

A process that ensures that firms in the supply chain have the resources they need.

Just in time (JIT)

A process that redefines and simplifies manufacturing by reducing inventory levels and delivering raw materials just when they are needed on the production line.

Followership

A process through which individuals choose how they will engage with leaders to co-produce leadership and its outcomes.

Consumer product

A product bough to satisfy an individual's personal needs or wants.

Unsought product

A product unknown to the potential buyer or a known product that the buyer does not actively seek.

Business product

A product used to manufacture other goods or services, to facilitate an organization's operations, or to resell to other consumers.

Loyalty marketing program

A promotional program designed to build long-term, mutually beneficial relationships between a company and key customers.

Sampling

A promotional program that allows the consumer the opportunity to try a product or service for free.

In today's interdependent society and knowledge-based organizations, _________ is becoming increasingly important.

A. Connection Power

Legitimate power is a form of _________ power.

A. position

The indirect conflict management approach that uses the chain of command for conflict resolution is known as ____________.

A. upward referral

A _________ is when individuals go outside the formal system to accomplish a task or goal.

A. workaround

Structural accommodation

Ability to change organizational structures, policies, and practices to meet the goals

Effective team

Achieves high levels of task performance, member satisfaction, and team viability.

Distribution

All of the following are product characteristics influencing the rate of adoption EXCEPT:

consumer's age

All of the following factors directly influence consumers' level of involvement in the purchase process EXCEPT: -financial risk associated with the product -previous experience with the product -consumer's age -perceived risk of negative consequences as a result of the purchase -social visibility of the purchased item

Functional conflict

Also called constructive conflict, results in benefits to individuals, the team, or the organization. This positive conflict can bring important problems to the surface so they can be addressed.

Relations-oriented behavior

Also known as consideration, involves concern for relationships and socioemotional support.

Task-oriented behavior

Also known as initiating structure, involves providing direction and enforcing performance standards needed to drive production.

Social Loafing

Also known as the Ringlemann effect, it is the tendency of people to work less hard in a group than they would individually.

the demand for the good and the cost to the seller.

Although many factors can influence price, the primary determinants are:

Social

Americans' core value of upward mobility (i.e., success will come to anyone who works hard) has greatly influenced the way luxury goods are marketed. This phenomenon is an example of a(n) _____ factor.

Political skill

An ability to use knowledge of others to influence them to act in desired ways.

Task performance

An effective team achieves its performance goals in the standard sense of quantity, quality, and timeliness of work results.

Member satisfaction

An effective team is one whose members believe that their participation and experiences are positive and meet important personal needs.

Saga

An embellished heroic account of accomplishments.

What is a "Quest for evidence"?

An essential responsibility of any science is to create and test models that offer evidence-based foundations for decision making and action.

Premium

An extra item offered to the consumer, usually in exchange for some proof of purchase.

Inelastic demand

An increase or decrease in the price will not significantly affect demand.

Leadership

An influence process generated when acts of leading (e.g., influencing) are combined with acts of following (e.g., deferring) as individuals work together to attain mutual goals.

Merchant wholesaler

An institute that buys goods from manufacturers, takes title to goods, stores them, and resells and ships them.

Competitive intelligence

An intelligence system that helps managers assess their competition and vendors in order to become more efficient and effective competitors is called:

Distribution resource planning (DRP)

An inventory control system that manages the replenishment of goods from the manufacturer to the final consumer.

Vertical specialization

An organization's hierarchical division of labor that distributes formal authority and establishes where and how critical decisions will be made.

Bureaucracy

An organizing form in which division of labor, specification of titles and duties, and hierarchical reporting relationships provide efficiency and control.

Dependent variables

Are outcomes of practical value and interest that are influenced by independent variables.

Resources

Assets, capabilities, processes, employee time, information, controlled by an organization

No, the increase in sales will not offset the decrease in margin.

Assume a firm sells 1M units of its product for $10 and has a 30% gross profit margin ($3). Cutting the price to $9.50 might stimulate unit sales by 10%. Will the assumed increase in sales volume offset the decrease in margin?

Trait approaches

Assume that leaders are endowed with certain traits or qualities associated with leader status and success

Shortcuts used in judging others

Assumed similarity Stereotyping Halo/horn effect

Cognitive dissonance

Assumes attitudes drive behaviors

Process controls

Attempt to specify the manner in which tasks are accomplished.

Team level

Average level of ability, experience, personality, etc.

External adaptation concerns ____________.

B The process of coping with outside forces

The "born" argument in leadership implies that leaders should be__________.

B selected

The best size for a problem-solving team is usually ____________ members.

B. 5 to 7

____________ says that leadership is an emergent property of a group or network of interacting individuals.

B. Distributed leadership

_________ is a passive form of resistance that involves noncompliance.

B. Dysfunctional resistance

Social power differs from _________, which is power made operative against another's will.

B. Force

What can be predicted when you know that a work team is highly cohesive?

B. High member satisfaction

Self-managing teams ____________.

B. Largely reduce the need for a traditional supervisor

___________ occurs through processes of claiming and granting

B. Leadership identity construction

If you heard from an employee of a local bank "It's a tradition here for us to stand up and defend the bank when someone criticizes it," you could assume that the bank employees had strong ____________ norms.

B. Organizational and personal pride

_______ involves the choice of how to engage with leaders in producing leadership.

B. followership

Highly cohesive teams tend to be ____________.

B. good for members

The statement "On our team, people always try to do their best" is an example of a(n) ____________ norm.

B. high-achievement

One of the problems with the suppression of conflicts is that it____________.

B. is a temporary solution that sets the stage for future conflict

The obligation created when someone does you a favor is ____________.

B. the norm of reciprocity

Profit motive

Based on Milton Friedman's view that the sole purpose of business is to make money

A lose-lose conflict is likely when the conflict management approach is one of ____________.

C. accommodation

Exploration

Calls for the organization and its managers to stress freedom and radical thinking and opens the firm to big changes-or what some call radical innovations.

Task and workflow interdependencies

Cause disputes and open disagreements among people and teams who are required to cooperate to meet challenging goals.

What factors influence perception? (3): Characteristics of...

Characteristics of 1. the perceiver: A person's past experiences, needs or motives, personality, values, and attitudes may all influence the perceptual process 2. the setting: the physical, social, and organizational context can influence the perception process. 3. the perceived: Physical appearance, and communication. We talk about them in terms of contrast, intensity, figure-ground separation, size, motion, and repetition or novelty.

Len emphasizes cooperation and assertiveness in dealing with conflict situations in his department. Differences are worked through together so that everybody's concerns are addressed and everyone gains something in the end. Len uses which conflict management style?

Collaboration

Reward power

Comes from one's ability to administer positive rewards and remove or decrease negative rewards.

Extroversion

Comfortable with new relationships. Sociable, gregarious, and assertive.

Interfirm alliances

Cooperative agreements or joint ventures between two independent firms

Secondary data

Data previously collected for any purpose other than the one at hand.

External adaptation

Deals with reaching goals, the tasks to be accomplished, the methods used to achieve the goals, and the methods of coping with success and failure

Internal integration

Deals with the creation of a collective identity and with ways of working and living together.

Strategy (verb)

Decisions/actions that determine organization's performance

Leader position power

Describes the amount of formal authority associated with the position of the leader.

Task structure

Describes whether the task is highly defined (high structure) or ambiguous (low structure).

Business Model

Design for how a company plans to profit from its strategies

Dysfunctional conflict

Destructive conflict, works to the disadvantage of an individual or team. It diverts energies, hurts group cohesion, promotes interpersonal hostilities, and creates an overall negative environment for workers.

Tariff

Direct tax on imported goods

Situational Analysis: internal

Distinctive competence - What the company does better/differently than competitors Core capabilities - Processes that determine efficiency and effectiveness (turning inputs into outputs)

International Business Ethics

Ethical standards not universal

T/F: Managers cannot modify the visible aspects of culture, such as the language, stories rites, rituals and sagas

False

Divisional departmentation

Groups individuals together by products, territories, services, clients, or legal entities.

Non-probability sample

Any sample in which little or no attempt is made to get a representative cross-section of the population.

Employee involvement team

Applies to a wide variety of teams whose members meet regularly to collectively examine important workplace issues.

Countercultures

Are groups in which the patterns of values and philosophies outwardly reject those of the organization or social system.

Subcultures

Are groups of individuals who exhibit unique patterns of values and philosophies consistent with the dominant culture of the larger organization or system.

a product differentiation competitive advantage.

Arizona Tea is marketed by Vultaggio & Sons. Vultaggio & Sons took a basic drink and put it into unusual bottles with elaborate designs. The wide-mouthed, long-necked bottles are now considered to be trendsetters in the new age beverage industry, and customers often buy the tea just for the bottle. The success of Arizona Tea is based on:

Marketing

A business is concerned with many day-to-day activities. Some of the most important of these activities are the planning and development of a product, its ability to communicate value, its pricing policy, and the distribution strategy. These activities are all a part of:

Web community

A carefully selected group of consumers who agree to participate in an ongoing online dialogue with a particular corporation is known as a(n):

Retailer

A channel intermediary that sells mainly to customers.

Experience quality

A characteristic that can be assessed only after use.

Credence quality

A characteristic that consumers may have difficulty assessing even after purchase because they do not have the necessary knowledge or experience.

Channel conflict

A clash of goals and methods between distribution channel members

Job Satisfaction

A collection of feelings that an individual holds towards his or her job. Satisfaction can be achieve by making the customers happy, which makes the employees happy which in turn makes the shareholders happy.....thus increasing productivity. A lack of satisfaction can cause an increase in absenteeism and turnover.

Franchise

A collection of networked firms where the manufacturer of a product/service licenses the entire business to another person or organization

Organizational myths

A commonly held cause-effect relationship or assertion that cannot be supported empirically.

Market share

A company's product sales (unit or dollars) as a percentage of total sales for that industry.

Product life cycle

A concept that provides a way to trace the stages of a product's acceptance, from its introduction (birth) to its decline (death).

Organizational cultural lag

A condition in which dominant cultural patterns are inconsistent with new emerging innovations

Simple design

A configuration involving one or two ways of specializing individuals and units

Warranty

A confirmation of the quality or performance of a good or service.

Portfolio Strategy

A corporate-level strategy that minimizes risk by diversifying investment among various businesses or product lines

Unique selling proposition

A desirable, exclusive, and believable advertising appeal selected as the theme for a campaign.

Horizontal specialization

A division of labor that establishes specific work units or groups within an organization.

Licensing

A domestic company receives royalty payments for allowing another company to produce its product, sell its service, or use its brand name in a foreign market

Shared leadership

A dynamic, interactive influence process among team members working to achieve goals.

Multicultural organization

A firm that values diversity but systematically works to block the transfer of societally based subcultures into the fabric of the organization.

Customer relationship management

A firm that wants to develop a deeper understanding of its customers may optimize profitability, revenue, and customer satisfaction by focusing on highly defined and precise customer groups. This is _____:

Competitive analysis often lies in identifying...

A fit between firm's strengths and upcoming opportunities A weakness that must be dealt with to allow the firm to pursue an upcoming opoprtunity

Which type of consumer sales promotion rewards loyal consumers for making multiple purchases of a particular good or service?

A frequent buyer program

Market Penetration

A marketing strategy that tries to increase market share among existing customers.

Generic product

A no-frills, no-brand-name, low-cost product that is simply identified by its product category.

New product

A product new to the world, the market, the producer, the seller, or some combination of these.

Shopping product

A product that requires comparison shopping, because it is usually more expensive and found in fewer stores.

Advertising campaign

A series of related advertisements focusing on a common theme, slogan, and set of advertising appeals.

Role

A set of expectations associated with a job or position on a team.

Marketing channels

A set of interdependent organizations that ease the transfer of ownership as products move from producer to business user or consumer.

Trigger

A set period of time, or a specific event, that allows you to participate in ESOP

Conglomerate

A single corporation that contains a number of unrelated businesses.

Conflict resolution

A situation in which the underlying reasons for dysfunctional conflict are eliminated

Charisma

A special personal quality or attractiveness that enables an individual to influence others.

Product item

A specific version of a product that can be designated as a distinct offering among an organization's products.

Marketing objective

A statement of what is to be accomplished through marketing activities.

Mass customization

A strategy that uses technology to deliver customized services on a mass basis.

Market segment

A subgroup of people or organizations sharing one or more characteristics that cause them to have similar product needs.

Sample

A subset from a large population.

Order fulfillment process

A supply chain management process that involves generating, filling, delivering, and providing on-the-spot service for customer orders.

Supplier relationship management process

A supply chain management process that supports manufacturing flow by identifying and maintaining relationships with highly valued suppliers

Scanner-based research

A system for gathering information from a single group of respondents by continuously monitoring the advertising, promotion, and pricing they are exposed to and the things they buy.

Concept testing

A test to evaluate a new-product idea, usually before any prototype has been created.

Marketing mix

A unique blend of product, distribution, promotion, and pricing strategies designed to produce mutually satisfying exchanges with a target market (AKA the 4 Ps).

Delphi technique

A useful decision-making technique that involves generating decision- making alternatives through a series of survey questionnaires

Perceptual map

A visual method of understanding your brand's positioning, relative to competitors, along with factors that are important to a particular customer segment.

Examples of ____________ that can harm team performance include when someone is being aggressive, makes inappropriate jokes, or talks about irrelevant matters in a group meeting.

A. disruptive behaviors

The key contribution complexity offers to leadership is the understanding of __________.

A. emergence

When two groups are in competition with one another, ____________ may be expected within each group.

A. greater cohesiveness

The tendency of teams to lose their critical evaluative capabilities during decision making is a phenomenon called ____________.

A. groupthink

People use ____________ in deciding whether to grant a leadership claim.

A. implicit theories

__________ are attuned to spiritual values and see their responsibility as being stewards for the good of the whole.

A. servant leaders

Bureaucratic immunity

Ability to make changes without the approval of the managers

Effectiveness

Accomplishing tasks that help fulfill organizational objectives

A team member who does a good job at summarizing discussion, offering new ideas, and clarifying points made by others is providing leadership by contributing ____________ activities to the group process.

C. Task

Individuals who have _________ know how to read political situations and respond effectively.

C. political savvy

Individuals who engage in voice likely have a ____________.

C. proactive follower orientation

The two meta-categories of leader behaviors found in the behavioral approaches are __________.

C. relations-oriented and task-oriented behaviors

Both ____________ goals should be considered in any negotiation.

C. substance and relationship

A/an ____________ conflict occurs in the form of a fundamental disagreement over ends or goals and the means for accomplishment.

C. substantive

Culture concerns all of the following except ____________.

C. the personality of the leader

When a team decision requires a high degree of commitment for its implementation, a(n) ________ decision is generally preferred.

CONSENSUS

Individuals who engage in voice likely have a

CONSTRUCTIVE FOLLOWER ORIENTATION

Two alternatives in Decision-Making Models:

Classical and Behavioral The classical decision model views rational people acting in a world of complete certainty, whereas the behavioral decision model accepts the notion of bounded rationality and suggests that people act only in terms of what they perceive about a given situation

Demographic

Clear Channel owns hundreds of radio stations across the U.S. How do they decide what kind of music to play on a particular station?

Threat

Coca-Cola vending machines are found all over the world. The newest machines have an interactive screen that runs advertisements and allows users to obtain free photos of themselves and ringtones after they have bought a drink. Critics of these new vending machines are concerned that entertaining technology is being used to market sugary products. In terms of a SWOT analysis, this concern would be an example of a(n):

Three components of an attitude:

Cognitive, Affective, Behavioral

Flat World 2.0

- 2005-present - Easier, cheaper to start global business - More people connection through social networks - Cloud computing --> cellphones to replace PCs Downside: recession recovery taking longer, global economy more susceptible to localized downturns

Which of these refers to when one acts with the mistaken assumption that a generalized cultural value applies equally to all members of the culture?

- Ecological fallacy

Team requirements for motivation

- High degree of autonomy - Empowered with control of resources -Structural accommodation - Bureaucratic immunity

__________ are simplified views of reality that attempt to explain real-world phenomena.

- Models

Factors of emotional intelligence do not include:

- Social emotions

ERG theory states that a lower-level need can be activated when a higher-level need cannot be satisfied.

- True

Values, underlying assumptions and deep believes make up the _____ component of an organization's culture.

- invisible

Basic Equity comparison can be summarized as:

(Individual outcomes/ individual efforts) = (others outcomes/others efforts)

____________ is the set of mechanisms used in an organization to link the actions of its subunits into a consistent pattern.

(b) Coordination

_____________ is grouping individuals by skill, knowledge, and action yields.

(b) Functional departmentation

A major distinction between line and staff units concerns

(b) linkage of their jobs to the goals of the firm

The formal structures of organizations may be shown in a(n)

(b) organization chart

A manager's failure to enforce a late-to-work policy the same way for all employees is a violation of _____ justice.

(c) distributive

Job Characteristics Model

* reluctant to recommend job enrichment as a universal approach to job design (too many individual differences) * Present thinking focuses more on diagnostic and contingency approach to job design

Taylor's principles of scientific management: (4)

1. Develop a "science" for each job that covers rules of motion, standard work tools, and supportive work conditions. 2. Hire workers with the right abilities for the job. 3. Train and motivate workers to do their jobs according to the science. 4. Support workers by planning and assisting their work using the job science.

Three factors influence this internal or external determination of causality:

1. Distinctiveness: considers how consistent a person's behavior is across different situations. 2. Consensus: takes into account how likely all those facing a similar situation are to respond in the same way. 3. Consistency: concerns whether an individual responds the same way across time.

Manager's Decisional roles: (4)

1. Entrepreneur: involve making deci- sions that affect other people, seeking problems to solve and opportunities to explore 2. Disturbance Handler: helping to resolve conflicts 3. Resource allocator: allocating resources to various uses 4. Negotiator: negotiating with other parties

Having Cross-Cultural Awareness can help with what?Cultural differences can affect such things as: (5)

1. Ethical behavior 2. motivation 3. job satisfaction 4. leadership style 5. negotiating tendencies.

Two types of stress:

1. Eustress 2. Distress

Common scientific research methods in organizational behavior are..? (5)

1. Field studies: in real-life organizational settings 2. Meta analyses: using stats to pool results from different studies 3. Laboratory studies: in simulated and controlled settings 4. Survey studies: using questionnaires and interviews in sample populations 5. Case studies: looking in depth at single sitauations

Attribution Errors: (2)

1. Fundamental attribution error 2. Self-serving bias the managerial implications of attribution errors trace back to the fact that perceptions influence behavior

More and more organizations are embracing policies and practices to value diversity in their workforces as a way to ...

1. Increase competitiveness 2. build talent 3. expand organizational capabilities 4. enhance access to diverse customers.

Manager's Informational roles: (3)

1. Monitor: involve managers exchanging information with other people, seeking relevant information 2. Disseminator: sharing it with insiders 3. Spokesperson: sharing it with outsiders

Qualities of Organizations: (2)

1. Open systems 2. Complex adaptive systems

Performance assessment should satisfy 2 criteria:

1. Reliability 2. Validity

GATT

1947-1995 Agreement to regulate trade among more than 120 countries Reduce tariffs and other trade barriers

Team

A group of people holding themselves collectively accountable for using complementary skills to achieve a common purpose.

Independent variables

Are presumed causes that influence dependent variables

Example of Contingency thinking

Contingency thinking recognizes that cookie-cutter solutions cannot be universally applied to solve organizational problems. Responses must be craftier to best fit the circumstances and people involved.

Conditions favoring high Machs

Direct interaction with others. Minimal rules and regulations. Emotions distract from others, take advantage of other peoples emotions very manipulative. "The end justifies the means" Whatever it takes to get done do it

Interpersonal communication

Direct, face-to-face communication between two or more people.

Achievement-oriented leadership

Focuses on building subordinates' confidence in their ability to achieve high standards of performance through a focus on excellence and goal setting.

Behavioral approach

Focuses on identifying categories of relevant leadership behavior and examining their effects on performance and other outcomes

Distributive negotiation

Focuses on positions staked out or declared by the parties involved, each of whom is trying to claim certain portions of the available pie.

Foreign Corrupt Practices Act

Illegal to corrupt a foreign official yet "token" payments to officials are permissible when doing so is an accepted practice in that country

Advertising

Impersonal, one-way mass communication about a product or organization that is paid for by a marketer.

Theory Z

Increasing employee loyalty to the company by providing a job for life and strong focus on the well-being of the employee, both on and off the job. Promote stable employment, high productivity, and high employee morale and satisfaction.

Job satisfaction

Is a positive feeling about one's work and work setting

Lifelong learning

Is continuous learning from everyday experiences

Management philosophy

Links key goal-related issues with key collaboration issues to come up with general ways by which the firm will manage its affairs.

Interpersonal Process of Synergistic Decision

Listening to others. Supporting others efforts to do well. Differing with others when necessary in a manner that is constructive rather than defensive. Participating equally in group discussion.

True

Marketers need a thorough understanding of the laws established by the federal government, state governments, and regulatory agencies. (T/F)?

Sales promotion

Marketing activities- other than personal selling, advertising, and public relations - that stimulate consumer buying and dealer effectiveness.

Which of the following is the inventory control system that manages the replenishment of raw materials, supplies, and components from the supplier to the manufacturer?

Materials requirement planning (MRP)

Upward delegation

Means passing problems or responsibilities upward in the hierarchy in ways that burden managers with more work. --Effective Followers help the manager by avoiding engaging in this.

Framing

Means tailoring communication in ways to encourage certain interpretations and discourage others (organizational vs. self interest)

Engaged employees are more likely to help their colleagues when needed and volunteer to take on extra assignments. These actions are often referred to as:

Organizational Citizenship Behaviors (OCBs)

Getting into a market after a competitor has entered a market is a ________ change

Reactive

Multiculturalism

Refers to pluralism (coexisting) and respect for diversity in the workplace .

Direct marketing

Refers to techniques used to get customers to make a purchase from home, office, or other non-retail settings. Techniques may include direct mail, catalogs, mail order, telemarketing, and electronic retail.

Team performance can suffer when

Resources are inefficient to accomplish the task, goals are unclear, when goals are insufficiently, challenging, goals are too focused on individual-level accomplishments

Which of the following involves the creation of guidelines so that similar work activities are repeatedly performed in a similar fashion?

STANDARDIZATION

Organizations with __________ possess a broadly and deeply shared value system that can provide a strong corporate identity, enhance collective commitment, provide a stable social system, and reduce the need for formal and bureaucratic controls.

STRONG CULTURES

__________ are groups of individuals with a unique pattern of values and philosophy that is NOT inconsistent with the organization's dominant values and philosophy.

SUBCULTURES

Centralized communication networks

Tasks that allow team members to work independently and links group members through a central control point. Also called the wheel network or chain network

Niche competitive advantage

The advantage achieved when a firm seeks to target and effectively serve a small segment of the market.

Environmental scanning

The collection and interpretation of information about forces, events, and relationships in the external environment that may affect the future of the organization or implementation of the marketing plan.

Supply (value) chain

The connected chain of all the business entities, both internal and external to the company, that perform or support the logistics function.

Technology and planning integration

The creation and maintenance of information technology systems that connect managers across and through the firms in the supply chain.

Synergy

The creation of a whole greater than the sum of its parts

Cohesiveness

The degree to which members are attracted to a group and motivated to remain a part of it.

Openness to experience

The degree to which someone is curious, open to new ideas, and imaginative An open person is broad-minded, receptive to new things, and comfortable with change; a person who lacks openness is narrow-minded, has few interests, and is resistant to change.

Agreeableness

The degree to which someone is good-natured, cooperative, and trusting. An agreeable person gets along well with others; a disagreeable person is a source of conflict and discomfort for others. high this = higher performance in team interactions. Tendency to comply to others. Good natured, cooperative, and trusting.

Emotional stability

The degree to which someone is relaxed, secure, and unworried. A person who is emotionally stable is calm and confident; a person lacking in emotional stability is anxious, nervous, and tense.

Power distance

The extent to which followers see leaders as having much higher status than them.

Power distance orientation

The extent to which one accepts that power in institutions and organizations is distributed unequally.

Equivalence

The extent to which the amount given back is roughly the same as what was received.

must be continually monitored by marketing managers.

The external environment:

Discrepancy of assortment

The lack of all the items a customer needs to receive full satisfaction from a product or products.

Experiential learning cycle

The learning sequence begins with initial experience and subsequent reflection. It grows as theory building takes place to try to explain what has happened. Theory is then tested in behavior.

Expectancy Theory Implications

The logic of expectancy theory suggests that work situations should be adjusted or created to maximize expectancies, instrumentalities, and valences for people in their jobs

Business marketing

The marketing of goods and services to individuals and organizations for purposes other than personal consumption.

Team composition

The mix of abilities, skills, personalities, and experiences that the members bring to the team

Product/Service differentiation competitive advantage

The provision of something that is superior and valuable to buyers beyond simply offering a lower price than the competition's.

Supply

The quantity of a product that will be offered to the market by a supplier at various prices for a specific period.

_____ specifies the research questions to be answered, how and when the data will be gathered, and how the data will be analyzed.

The research design

Options

The right to purchase stock at a pre-defined price over a pre-defined period. Have the opportunity to purchase one stock per option for one dollar for five years.

Interorganizational conflict

The rivalry that characterizes firms operating in the same markets

What does it mean to "Focus on Application?"

The science of organizational behavior focuses on applications that can make a real difference in how organizations and people in them perform.

Information Search

The second step of the purchase-decision process. Consumers may recall past information stored in memory (internal) or seek information in the outside environment (external)

General environment

The set of cultural, economic, legal-political, and educational conditions found in the areas in which the organization operates.

Coordination

The set of mechanisms that an organization uses to link the actions of their units into a consistent pattern.

Competitive advantage

The set of unique features of a company and its products that are perceived by the target market as significant and superior to the competition

Power bases

The sources of power individuals and subunits develop in organizations.

Leadership ethics

The study of ethical problems and challenges distinctive to and inherent in the processes, practices, and outcomes of leading and following.

Organizational culture or corporate culture

The system of shared actions, values, and beliefs that develops within an organization and guides the behavior of its members.

Diversity-consensus dilemma

The tendency for diversity in groups to create process difficulties even as it offers improved potential for problem solving.

Social loafing

The tendency for individuals to expend less effort when working collectively then when working individually

Social facilitation

The tendency for one's behavior to be influenced by the presence of others in a group or social setting. Suggests that working in the presence of others creates an emotional arousal or excitement that stimulates behavior and affects performance.

Brand equity

The value of company and brand names.

Leader-member exchange (LMX)

Theory is that leaders (i.e., managers) have differentiated relationships with followers (i.e., subordinates).

Common difficulties with MBO in practice:

These include overemphasizing paperwork to document goals and accomplishments, and focusing on top-down goals, goals that are easily stated and achieved, and individual instead of team goals. When these issues are resolved, however, an MBO-type approach can help bring the many benefits and insights of goal-setting theory to life.

Radical change, or transformational change, results in a major overhaul of the organization or its components systems.

True

T/F: Among the major risks of creating a virtual or networked organization with part of the organizations activities outsourced to contractors, are theft of intellectual property as well as unethical practices and other wrongdoing by potential contractors.

True

To many researchers and mangers, share common values lie at the heart of organizational culture.

True

Multi-segment

Two or more segments are selected and distinct marketing mixes are developed for each segment.

Perceived conflict

When the antecedent conditions become the basis for substantive or emotional differences between people or groups

Tax return preparation

Which of the following services would be most likely to exhibit strong credence qualities?

captive brand

a brand manufactured by a third party for an exclusive retailer, without evidence of that retailer's affiliation

private brand

a brand name owned by a wholesaler or a retailer

global brand

a brand that obtains at least a one- third of its earnings from outside its home country, is recognizable outside its home base of customers, and has publicly available marketing and financial data

job satisfaction

a collection of feelings that an individual holds towards his or her job. includes fair outcomes and fair treatment

customer relationship management (CRM)

a company-wide business strategy designed to optimize profitability, revenue, and customer satisfaction by focusing on highly defined and precise customer groups

evoked set (consideration set)

a group of brands resulting from an information search from which a buyer can choose

brand

a name, term, symbol, design, or combination thereof that identifies a seller's products and differentiates them from competitors' products

recession

a period of economic activity characterized by negative growth, which reduces demand for goods and services

herzberg's 2 factor theory

a person's attitude directly influences their success or failure

80/20 principle

a principle holding that 20 percent of all customers generate 80 percent of the demand

Marketing plan

a written document that acts as a guidebook of marketing activities for the marketing manager.

Grouping individuals and resources in the organization around products, services, clients, territories, or legal entities is an example of ________________ specialization.

a) divisional

Grouping resources into departments by skill, knowledge, and action is the pattern.

a) functional

What choice would you make if you were designing a mechanistic organization that functions like a well-oiled machine?

all the answer choices are correct-- high on formalization and standardization, formal coordination and narrow span of control, high on centralization and departmentalization

buying center

all those people in an organization who become involved in the purchase decision

productdifferentiation

apositioning strategy that some firms use to distinguish their products from those of competitorw

Emotion-focused coping

are mechanisms that regulate emotions or distress -- Indicators of this type of coping include comments like "I'll look for the silver lining, try to look on the bright side of things," "I'll accept the sympathy and under- standing offered by others," and "I'll just try to forget the whole thing." EX: attempts to reframe the problem as an opportunity or telling oneself to do the best one can.

Emotional adjustment traits

are traits related to how much an individual experiences emotional distress or displays unacceptable acts, such as impatience, irritability, or aggression.

The availability heuristic

bases a decision on recent events relating to the situation at hand EX: is the product development specialist who decides not to launch a new product because of a recent failure launching another one.

Self-serving bias is a form of attribution error that involves ______.

blaming the environment for problems you caused

optimizers

business customers who consider numerous suppliers (both familiar and unfamiliar), solicit bids, and study all proposals carefully before selecting one

When a team leader evaluates the performance of all team members as "average," the possibility for _____ error in the performance appraisal is quite high.

central tendency

Satisficing decisions

choose the first alternative that appears to give an acceptable or satisfactory resolution of the problem. This is a result of using the behavioral decision model.

A manager from a different department smugly walks into your office and says that if you don't work the night shift for the next two months, he will ensure that you will not receive a promotion. This manager is using what source of power?

coercive

ERG Theory might explain why...

complaints about wages, benefits, working conditions are often heard

task identity

completion of a whole (from beginning to end)

supplies

consumable items that do not become part of the final product

Effective leaders use: (2)

contribute to the leadership process by using their influence to advance positive outcomes. 1. Framing 2. Social Exchange

A written record that describes in detail various examples of a person's positive and negative work behaviors is most likely part of which performance appraisal method?

critical incident diary

A firm that wants to develop a deeper understanding of its customers may optimize profitability, revenue, and customer satisfaction by focusing on highly defined and precise customer groups. This is _____:

customer relationship management.

To help understand why attendance at the team's games was so poor, the Atlanta Falcons used marketing research to gather factual information. The organization used in-game surveys and end-of-season surveys of ticket holders. The gathering of factual statements is an example of marketing research in its _____ role.

descriptive

positioning

developing a specific marketing mix to influence potential customers' overall perception of a brand, product line, or organization in general

A process theory of motivation is most likely to focus attention on ______.

expectancies regarding work outcomes

Which of the following is not a good match of organizational stakeholder and the interests they often hold important?

future generations—value pricing

Stock options

give the right to purchase shares at a fixed price in the future -- The expectation is that because employees gain finan- cially as the stock price increases, those with stock options will be highly motivated to do their best so that the firm performs well.

The demographic makeup of the work force____________.

has experienced dramatic changes in recent decades

B.F.Skinner would argue that "getting a pay check on Friday" reinforces a person for coming to work on Friday but would not reinforce the person for doing an extra- ordinary job on Tuesday. This is because the Friday paycheck fails the law of ______ reinforcement.

immediate

Moral dilemmas

involves choosing among alternatives that contain both potential benefits and harm

Classical conditioning

involves learning to display a behavior through its association with a stimulus. (Pavlov) -- A stimulus is something that incites action and draws forth a response, such as food for the dogs. The trick is to associate one neutral stimulus—the bell ringing—with another stimulus that already affects behavior—the food. -- The once-neutral stimulus is called a conditioned stimulus when it affects behavior in the same way as the initial stimulus. S

Personal wellness

involves the pursuit of one's job and career goals with the support of a personal health promotion program -- It recognizes individual responsibility to enhance and maintain wellness through a disciplined approach to physical and mental health. -- It requires attention to such factors as smoking, weight management, diet, alcohol use, and physical fitness.

Surface-level diversity

involves visible attributes such as age, race, sex, physical attributes

A prototype is

is a bundle of features expected to be characteristic of people in certain categories or roles. The prototype of a "good teammate" as someone who is intelligent, dependable, and hardworking.

Organization

is a collection or people working together to achieve a common purpose

The Americans with Disabilities Act

is a federal civil rights statute that protects the rights of people with disabilities. -- The focus of the ADA is to eliminate employers' practices that treat people with disabilities unnecessarily different.

Management by objectives or MBO

is a process of joint goal setting between a manager or team leader and those who report to them. Is directly linked to *goal setting theory* EX: An example is the team leader who works with team members to set performance goals consistent with higher-level organizational objectives.

Coping

is a response or reaction to distress that has occurred or is threatened -involves cognitive or behavioral efforts

Emotional labor

is a situation in which a person displays organizationally desired emotions in a job

Stress

is a state of tension in response to extraordinary demands, constraints, or opportunities.

The Employee Value Proposition (EVP) -- Psychological Contract

is an exchange of value in what the organization offers the employee in return for his or her work contributions. ( psychological contract)

Eustress

is constructive stress that results in positive outcomes for the individual. -- It occurs when moderate—not extreme—stress levels prompt things like increased work effort, greater creativity, and more diligence. EX: the tension that causes you to study hard before exams, pay attention in class, and complete assignments on time.

A self-fulfilling prophecy

is creating or finding in a situation that which you expected to find in the first place. - Self-fulfilling prophecies can have both positive and negative outcomes.

Perceived inequity:

is feeling under-rewarded or over-rewarded in comparison with others -- In both cases the motivational value of rewards is determined by social comparison. 1. Felt neg. inequity 2. Felt Pos. inequity

The law of effect

is that behavior followed by pleasant consequences is likely to be repeated; behavior followed by unpleasant consequences is not

The essence of performance-contingent pay

is that you earn more when you produce more and earn less when you produce less

Social awareness

is the ability to empathize and understand the emotions of others

Cognitive empathy

is the ability to know how others are viewing things

Masculinity - femininity

is the degree to which a society values assertiveness or relationships. - It reflects the degree to which organizations emphasize competition and assertiveness versus interpersonal sensitivity and concerns for relationships. Japan = considered a very masculine culture, whereas Thailand = a more feminine culture.

Need for affiliation (nAff)

is the desire for friendly and warm relations with others -- Someone with a high need for affiliation is drawn to interpersonal relationships and opportunities for communication.

Need for power (nPower)

is the desire to control others and influence their behavior. -- Someone with a high need for power seeks influence over others and likes attention and recognition.

Need for achievement (nAch)

is the desire to do better, solve problems, or master complex tasks. --Someone with a high need for achievement, for example, will prefer individual responsibilities, challenging goals, and performance feedback.

Proactive personality

is the disposition that identifies whether or not individuals act to influence their environments * positively related to career success

Person-organization fit

is the extent to which an individual's values, interests, and behaviors are consistent with the culture of the organization

Culture

is the learned and shared way of thinking and acting among a group of people or society EX: In which its members eat, dress, greet and treat one another, teach their children, solve everyday problems, and so on. -- Culture = "software of the mind." Making the analogy that the mind's "hardware" is universal among human beings. But the software of culture takes many different forms.

Individualism- Collectivism

is the tendency of members of a culture to emphasize individual self-interests or group relationships. - It reflects the degree to which people are likely to prefer working as individuals or working together in groups. The United States is a highly individualistic culture, whereas Mexico is a more collectivist one.

Selective perception

is the tendency to single out those aspects of a situation, person, or object that are consistent with one's needs, values, or attitudes. -- strongest impact occurs during the attention stage of the perceptual process.

The behaviorally anchored rating scale (BARS)

links performance ratings to specific and observable job behaviors -- These include descriptions of superior and inferior performance. (discriminates among very specific work behaviors - makes BARS more valuable for both evaluation and development purposes)

high cohesiveness

lower tension and anxiety, less variation in productivity

Earl is starting a new bank. Before the opening day, Earl had a meeting with all employees. He discussed their mission, defined objectives for the bank for the coming years, and shared who their target market is. He talked about their product offerings and where their future branches would be located. Earl is sharing the bank's:

marketing plan.

A business is concerned with many day-to-day activities. Some of the most important of these activities are the planning and development of a product, its ability to communicate value, its pricing policy, and the distribution strategy. These activities are all a part of:

marketing.

The two major categories of communications are:

mass and interpersonal.

Punishment ______.

may be offset by positive reinforcement from another source

Validity

means a performance measure addresses job-relevant dimensions

Problem-focused coping

mechanisms manage the problem that is causing the distress -- Indicators of this type of coping are comments like "I'll get the person responsible to change his or her mind," "I'll make a new plan of action and follow it," and "I'm going to stand my ground and fight for what I need." EX: asking for help, reprioritizing.

conformity

members' desire to be one the group and avoid being visibly different. stronger in collectivistic cultures

conflict

moderate levels of task conflict boosts performance

The tendency of people at work to display feelings consistent with the moods of their co-workers and bosses is known as ______.

mood contagion

myers-briggs

most widely used personality test in the world. identifies learning styles, decision making styles, management style, team-building characteristics

In the integrated model of motivation, what predicts effort?

motivation

In equity theory, the impact considers -->

not the reward giver's intentions that count in terms of impact - what counts is the perceives the reward in their social context Process = (Reward is given and received --> equity comparison takes place --> motivational impact of reward is felt)

synergistic decision making

o 1. People are supportive of one another, and o 2. They follow a rational sequence of activities in dealing with a problem o 3. They can perform beyond the sum of their individual efforts

At IBM, the _____________ culture would includes the unique stories, ceremonies, and corporate rituals that make up the history of the firm

observable

Three important levels of cultural analysis in organizations are:

observable culture, shared values, and common assumptions

Felt negative inequity

occurs when an individual believes he or she has received relatively less than others in proportion to efforts. under-reward inequity -- It appears that people are less comfortable when they are under-rewarded than when they are over-rewarded.

Felt positive inequity

occurs when an individual believes he or she has received relatively more than others in proportion to efforts. over-reward inequity

Activity measures

of performance assess inputs in terms of work efforts EX: use the number of customer visits made per day to assess a salesperson

A 360 review

or assessment gathers feedback from a jobholder's bosses, peers, and subordinates, internal and external customers, and self-ratings -- typical approach asks the jobholder to complete a self rating and meet with a set of 360 participants to discuss it as well as their ratings. - common in today's team oriented orgs.

Generation X

people born between 1965 and 1978

Millennials

people born between 1979 and 1994

Certain environments

provide full information on the expected results for decision-making alternatives -- When a person invests money in a savings account, for example, absolute certainty exists about the interest that will be earned on that money in a given period of time. = programmed decisions

Risk environments

provide probabilities regarding expected results for decision- making alternatives -- often implement programmed decisions to gain speed and the appearance of efficiency.

Instrumental values

reflect a person's beliefs about the "means" to achieve desired ends. -- They represent how you might go about achieving your important goals.

Cognitive component

reflects underlying beliefs, opinions, knowledge, info a person possesses - represents person's ideas about someone or something and the conclusions drawn about them ("my job lacks responsibility and this is important to me" --> first part is belief, second reflects underlying value)

Perception is the process by which people ______ and interpret information.

retrieve

All of the following are types of position power:

reward power, coercive power, information power, legitimate power

employee recognition programs

rewarding behavior with recognition leads to repetition

__________ are embellished heroic accounts of accomplishments, especially regarding the founding of an organization.

sagas

Job simplification is closely associated with ______ as originally developed by Frederick Taylor.

scientific management

If a person shows empathy and understanding of the emotions of others and uses this to better relate to them, she is displaying the emotional intelligence competency of ____________.

social awareness

In equity theory, the ______ is a key issue.

social comparison of rewards

Job simplification

standardizes work to create clearly defined and highly specialized tasks -- It reduces the number of skills required, allows for hiring low-cost labor, keeps the need for job training to a minimum, and focuses expertise on repetitive tasks. but... lower work quality, high absenteeism + turnover, demands for high wages)

The law of immediate reinforcement

states that a reward should be given as soon as possible after the desired behavior occurs

The law of contingent reinforcement

states that a reward should only be given when the desired behavior occurs

All of the following are types of position power EXCEPT:

statutory power

Negative reinforcement

strengthens a behavior by making the avoidance of an undesirable consequence contingent on its occurrence. - It uses the withdrawal of negative consequences to increase the likelihood of desirable behavior being repeated. -- avoidance learning because its intent is for the person to avoid the negative consequence by performing the desired behavior.

The most popular method for gathering primary data is _____, in which a researcher interacts with people to obtain facts, opinions, and attitudes.

survey research

If a team approaches problems in a rational and analytical way, with members trying to solve them in step-by-step fashion, it is well described as a team using _______.

systematic thinking

When a job allows a person to do a complete unit of work—for example, process an insurance claim from point of receipt from the customer to the point of final resolution—it would be considered high on which core characteristic?

task identity

Which of the following set of conditions would require the narrowest span of control?

tasks are complex, when subordinates are inexperienced or poorly trained, or when tasks call for team effort

When a manager moves upward in responsibility, Katz suggests ______ skills decrease in importance and _________ skills increase in importance.

technical, conceptual

Five key forces (the shift: the future of work)

technology (helpful but time consuming, globalization (workers everywhere competing), demography (more people less space), society (traditional communities under threat), energy resources (too few + shrinking)

Persons with Type B orientations

tend to be easygoing and less competitive -- Type B people tend to be much more laid back and patient in their relationships with others.

Persons with Type A orientations

tend to be impatient, achievement oriented, and competitive. -- Type A people tend to work fast and to be abrupt, uncomfortable, irritable, and aggressive. Such tendencies may show up as "obsessive" behavior.

Moderator variables suggest...

the 5 core characteristics do not affect all same way * suggest contingency view that enriched jobs = positive outcomes only for those with good fit for the job

marketing

the activity, set of institutions, and processes for creating, communicating, delivering, and exchanging offerings that have value for customers, clients, partners, and society at large

sales orientation

the belief that people will buy more goods and services if aggressive sales techniques are used and that high sales result in high profits

joint demand

the demand for two or more items used together in a final product

brand mark

the elements of a brand that cannot be spoken

trademark

the exclusive right to use a brand or part of a brand

With value-based pricing:

the firm is both customer driven and competitor driven.

Personality encompasses ___________.

the overall combination of characteristics that capture the unique nature of a person

vesting period

the period of time over which you receive options. promotes longevity

position

the place a product, brand, or group of products occupies in consumers' minds relative to competing offerings

options

the right to purchase stock at a pre-defined price over a pre-defined period

fundamental attribution error

the tendency to focus on errors caused by the person's behavior rather than the situation

One source of insight into personal creativity drivers is...

the three-component model of task expertise, task motivation, and creativity skills Creative decisions more likely to occur when: * a person has a lot of task expertise * more likely when high in task motivation

Problem-solving styles are most frequently measured by...

the typically 100-item Myers-Briggs Type Indicator (MBTI), which asks individuals how they usually act or feel in specific situations. The MBTI is often used by organizations to improve self- awareness of participants in management development programs

The three basic functions channel intermediaries perform are:

transactional, logistical, and facilitating.

The best conclusion about job satisfaction in today's workforce is probably that ____.

trends show declining job satisfaction

T/F: In North American companies, subcultures and countercultures may naturally form on the basis of ethnic, racial, gender, generational, or locational similarities

true

T/F: The corporate uniforms worn by UPS and Federal Express delivery personnel are examples of cultural symbols

true

Decisions typically made under three conditions:

uncertainty, risk, certainty ...providing the decision maker with non programmed or programmed types of decisions

M&M's famous slogan, "Melts in your mouth, not in your hand," is an example of a(n):

unique selling proposition.

raw materials

unprocessed extractive or agricultural products, such as mineral ore, lumber, wheat, corn, fruits, vegetables, and fish

The behavioral decision model

views decision makers as acting only in terms of what they perceive about a given situation -- It recognizes that human beings have 1. cognitive limitations—limits on what we are able to know at any point in time. SO...They end up acting with 2. bounded rationality: where things are interpreted and made sense of as perceptions and only within the context of the situation.

A carefully selected group of consumers who agree to participate in an ongoing online dialogue with a particular corporation is known as a(n):

web community.

environmental management

when a company implements strategies that attempt to shape the external environment within which it operates

High Job Satisfaction Leads To:

• Decreased Turnover • Decreased absenteeism • Decreased deviant behavior • Increased customer satisfaction • Increased productivity • INCREASED PROFITS

Decision-Making Traps and Issues (4)

• JUDGMENTAL HEURISTICS • DECISION BIASES • KNOWING WHEN TO QUIT • KNOWING WHO TO INVOLVE

Job Outcomes (3)

• Motivation • Job Satisfaction • Job Performance

determinants of employee performance

• Productivity • Absenteeism • Turnover • Job satisfaction • ...only really care about making $$

successful organization

• The right balance of management and leadership to ensure that the organization achieves its goals and objectives.

challenges/opportunities we face in building company

• The typical employee is getting older • More women in the workplace • More minorities in the workplace • The world is flat - competitively (globalization) • Historical loyalty-bonds between employees and employers are being severed • Globalization

How to avoid escalating commitment:

■ Set advance limits on your involvement and commitment to a particular course of action; stick with these limits. ■ Make your own decisions; don't follow the lead of others because they are also prone to escalation. ■ Carefully determine just why you are continuing a course of action; if there are insufficient reasons to continue, don't. ■ Remind yourself of the costs of a course of action; consider saving these costs as a reason to discontinue.

Which approach to conflict management can be best described as both highly cooperative and highly assertive?

D. collaboration

One of the essential criteria of a true team is ____________.

D. collective accountability

Research has shown that charisma is __________ for most chief executives.

D. not beneficial

_________ help individuals have influence in organizations and provide protection against powerful others.

D. power bases

A co-acting group is most likely to use a(n) ____________ communication network.

D. restricted

When Japanese workers start each day with the company song, this is an example of a(n) ____________.

D. ritual

Failure to comply because a directive does not fall in the acceptable range of requests is called _________.

D. the Zone of Indifference

A type of leadership that is often missed in discussions of leadership is _______ leadership.

D. upward

The foundation for a healthy and positive employee value proposition is...

"fit" a poor fit will increases likelihood that imbalance will creep into the EVP

Low-context cultures

(North America, Scandinavia, Germany) - logical - linear - action-oriented

____________ is a condition in which dominant cultural patterns are inconsistent with new emerging innovations.

(a) Organizational cultural lag

Which of the following is an accurate statement about an adhocracy?

(a) The design facilitates information exchange and learning.

The process of creating new ideas and putting them into practice is____________.

(a) innovation

Among Mintzberg's ten managerial roles, acting as a figurehead and liaison are examples of ______ roles.

(a) interpersonal

A ____________ links key goal-related issues with key collaboration issues to come up with general ways by which the firm will manage its affairs.

(a) managerial philosophy

A matrix structure

(d) gives some employees two bosses

Control involves all but

(e) selecting manpower

Aspects of the Integrated model of motivation

* Performance influenced by individual attributes such as ability and experience * Organizational support comes from things such as goals, resources, and technology * Effort is the willingness of people to work hard at what they are doing

Crisis preparedness tips:

* take time to understand whats happening and the conditions * attack the crisis asap * know when to back off and wait for better opportunity for progress * understand danger of all new territory * value the skeptic * may have to start a crisis to get people's attention ... etc.

Authority (individual) decisions work best when:

* team leaders have the expertise needed to solve the problem; * they are confident and capable of acting alone; * others are likely to accept and implement the decision they make; * and little or no time is available for discussion. * When problems must be resolved immediately, the authority decision made by the team leader may be the only option.

Negotiators using a highball (or lowball) tactic start with a ridiculously high (or low) opening offer that they know they will never receive. The theory is that the extreme offer will cause the other party to reevaluate his/her own opening offer and make less demanding offers in return. Highball (or lowball) tactics are an example of what type of heuristic in decision-making?

- Anchoring

There are a number of processes that people use when making decisions. These include decision-making heuristics like: Select all that apply.

- Anchoring - Representativeness - Availability of information

When a team leader evaluates the performance of all team members as "average," the possibility for ________ error in the performance appraisal is quite high.

- Central tendance

According to McClelland, a person high in need achievement will be motivated by _______.

- Challenging but achievable goals

Team size (Small)

- Complete tasks faster - Use facts more effectively - Median US group size = 6 - May lack diversity and knowledge

Rather than assuming that there is one 'best' or universal way to manage people in organizations, which approach do researchers use to try to identify how different situations can be best understood and handled?

- Contingency

Process theories are focused on how behavior is driven by individual's cognitions and calculations they perform when choosing to engage in a behavior. The most popular process theories of motivation are:

- Expectancy, equity, reinforcement, and goal-setting theory

According to Hofstede's framework of national culture, uncertainty avoidance reflects the degree to which people are likely to respect hierarchy and rank in organizations.

- False

If everyone using the same equipment performs poorly, the tendency is to attribute any one person's poor performance to internal causes; but if other people using the equipment perform well while one person performs poorly, the tendency is to attribute that individual's poor performance to external causes.

- False

The 'Big Five' personality traits include extraversion, agreeableness, conscientiousness, emotional stability, and creativity.

- False

Which form of performance assessment is an example of the comparative approach?

- Forced distribution

Team size (Large)

- Good for getting diverse input - Research more effectively - Can splinter into subgroups

Dark side of cohesiveness

- Group members rationalize any resistance to assumptions - Members pressure any doubters to support alternative favored by the majority - Doubters keep silent about misgivings and minimize their importance - Group interprets members' silence as a "yes" vote for majority

Emotions matter in the workplace because they:

- Impact all interpersonal aspects of the organization - Influence how we interpret events - Spread throughout the team or workgroup * All of the answer choices are correct

In Vroom's decision-making model, the choice among individual and team decision approaches is based on criteria that include quality requirements, availability of information, and _______.

- Need for implementation commitments

A job's motivating potential score can be raised through all of the following methods EXCEPT:

- Reducing tasks to create smaller jobs

______ and ______ are two critical factors that must be examined to determine the scientific support for the use of any assessment instrument (personality, aptitude, or interest).

- Reliability and validity

When a team achieve its performance goals regarding quantity, quality, and timeliness of work results, the ________ characteristic of team effectiveness is being demonstrated.

- Task performance

Inclusion

- The degree to which an organization's culture respects and values diversity. - The degree to which the culture embraces diversity and is open to anyone who can perform a job, regardless of their diversity attributes.

As employees progress in organizations from non-managerial positions to higher roles, which of the following occurs:

- Their technical skills become relatively less important - They get paid not for what they specifically do but rather what they get done through others - Their conceptual and human skills begin to take priority over technical skills * All of the answer choices are correct

Which of the following statements provides an inaccurate description of people with high self-esteem?

- They seldom experience a boost in job performance.

In a business setting, a firm's system of shared actions, values, and beliefs that develops within the company and guides the behavior of its members is called its __________.

- corporate culture

A company that wants to implement a market orientation would need to:

- establish and maintain mutually satisfying relationships with customers. - implement actions that provide value to customers. - determine how to deliver superior customer value. - do research on its customers, competitors, and markets.

To help avoid the dangers of charisma, leaders should reduce _______.

- power distance

Organization with _____ possess a broadly and deeply shard value system that can provide a strong corporate identity, enhance collective commitment, provide a stable social system, and reduce the need for formal and bureaucratic controls.

- strong cultures ?

______ groups of individuals with a unique pattern of values and philosophy that is NOT inconsistent with the organization's dominant values and philosophy.

- subcultures

attribution theory

- the processes by which individuals explain the causes of behavior and events. people make explanatory attributions to understand the world around them and to seek reasons for a particular event - attributing internal factors for success and external/ uncontrollable factor for failure. If a person gets promoted, it is because of her ability and competence whereas if she does not get promoted, it is because her manager does not like her

House's path goal theory of leadership assumes that a leader's key function is to adjust his or her behaviors to complement situational contingencies that influence the accomplishment of personal goals and organizational goals

- true ?

The central argument of contingency theories is that situational factors moderate the association between a manager's leadership style and his/her effectiveness.

- true ?

Effective Followers

-- Those who work with leaders to produce positive outcomes. They support leaders by being willing to collaborate and defer when needed, rather than work- ing against leaders or trying to undermine their power. -- avoid engaging in upward delegation

Stakeholders

-- are people and groups with an interest or stake in the performance of the organization.

Effect of trade barriers & agreements

1) Increase choices, competition, and purchase power 2) Can lead to decrease in prices 3) New business opportunities 4) Intensifies competition (creates winners and losers)

Fundamental laws of business

1) It always takes longer than you scheduled! 2) It always costs more than you budgeted! 3) When placed in difficult situation, people will take the path of least resistance

DON'T USE teams when...

1) There isn't a clear, engaging reason or purpose 2) The job can be done by people working independently 3) Rewards are provided for individual effort and performance 4) The necessary resources are not available

Contextual factors that influence Organizational Behaviors: (2)

1. Org. culture 2. Org. Climate

Key stakeholders from an OB perspective include: (8)

1. Organization's customers: want value pricing and high- quality products. 2. owners: want profits and returns on investments. 3. employees: want secure jobs with good pay and benefits 4. suppliers: want reliable contracts and on-time payments. 5. regulators: want compliance with laws 6. local communities: want good organi- zational citizenship and community support. 7. Present generations: want the benefits of available natural resources 8. future generations: want preserved and protected for long- term sustainability.

Managers and team leaders need these skills to develop, maintain, and work well with a wide variety of people, both inside and outside the organization (human skills). These include: (3)

1. Task networks: of specific job-related contacts 2. Career networks: of career guidance and opportunity resources. 3. Social networks: of trustworthy friends and peers.

Demographic trends in the workforce

1. There are more women working than ever before. -- They earn 60 percent of college degrees and fill a bit more than half of managerial jobs. 2. The proportion of African Americans, Hispanics, and Asians in the population is now above 43 percent and increasing. -- By the year 2060, six out of every 10 Americans will be a person of color, and close to 30 percent of the population overall will be Hispanic.

the most common stereotypes, at work and in life in general, relate to such factors as: (4)

1. gender: that place women at a disadvantage compared to men for these types of opportunities. The tendency is to assume women lack the ability and/or willingness to work abroad. 2. age: A talented older worker may not be pro- moted because a manager assumes older workers are cautious and tend to avoid risk. 3. race: Why are so few top executives in industry African Americans or Hispanics? Legitimate questions can be asked about racial and ethnic stereotypes and about the slow progress of minority managers into America's corporate mainstream. 4.physical ability: Physically or mentally challenged candidates may be overlooked by a recruiter even though they possess skills that are perfect for the job.

The four basic reinforcement strategies:

1. positive reinforcement 2. negative reinforcement (or avoidance) 3. punishment 4. extinction.

The research methods in OB are based on scientific thinking - this means that:

1. the process of data collection is controlled and systematic 2. proposed explanations are carefully tested 3. only explanations that can be rigorously verified are accepted

Situation analysis

A _____ is a study conducted by an organization to identify its internal strengths and weaknesses and also examine external opportunities and threats.

Price strategy

A basic, long-term pricing framework, which establishes the initial price for a product and the intended direction for price movements over the product life cycle.

Private brand

A brand name owned by a wholesaler or a retailer. also known as a private label or store brand.

Global brand

A brand where at least 20 percent of the product is sold outside its home country.

North American Industry Classification System (NAICS)

A detailed numbering system developed by the U.S., Canada, and Mexico to classify North American business establishments by their main production processes.

Direct channel

A distribution channel in which producers sell directly to consumers.

Specialty product

A particular item for which consumers search extensively and are reluctant to accept substitutes.

Herzberg's Two-Factor Theory

A person's attitude directly influences their success or failure. Things people feel good about at work are motivating. Things they don't feel good about at work are demotivating. Job satisfaction and job dissatisfaction act independently of each other. If management wishes to increase motivation, focus on nature of the work itself- gaining status.

Production Orientation

A philosophy that focuses on the internal capabilities of the firm rather than on the desires and needs of the marketplace.

Repositioning

A regional utility company needs to change consumers' perceptions of its current service as being harmful to the environment. Which of the following strategies would best allow the company to accomplish this goal?

Convenience product

A relatively inexpensive item that merits little shopping effort.

Observation research

A research method that relies on three types of observation: people watching people, people watching an activity, machine watching people, or machines watching an activity.

Probability Sample

A sample in which every element in the population has a known statistical likelihook of being selected.

Temporal discrepancy

A situation that occurs when a product is produced but a customer is not ready to buy it.

Quality circle

A small team of persons who meet periodically to discuss and make proposals for ways to improve quality.

The story of a corporate turnaround attributed to the efforts of a visionary manager is an example of ____________.

A. A Saga

A complex problem is best dealt with by a team using a(n) ____________ communication network.

A. all-channel

Internal integration concerns ____________.

A. the process of deciding the collective identity and how members will live together

Decision support systems

An interactive, flexible computerized information system that enables managers to obtain and manipulate information as they are making decisions.

Materials requirement planning (MRP)

An inventory control system that manages the replenishment of raw materials, supplies, and components from the supplier to the manufacturer.

Informal systems

Are patterns of activity and relationships that arise in everyday activities as individuals and groups work to get things done. Where organizational politics occur

Ethical climates

Are the ethical values, norms, attitudes, feelings, and behaviors of employees in an organization

Association power

Arises from influence with a powerful person on whom others depend. Power that comes from who you know

Networking builds _________ in organizations.

B. Social capital

To help avoid the dangers of charisma, leaders should reduce__________.

C. Power Distance

Another name for integrative negotiation is____________.

C. Principled negotiation

The team effectiveness equation states: Team effectiveness = ____________ *(Process gains - Process losses).

C. Quality of Inputs

Of the following statements, only ____________ is true.

C. Soft distributive negotiation leads to accommodation or compromise.

When a person holds a prestigious position as a vice president in a top management team, but is considered just another member of an employee involvement team that a lower-level supervisor heads, the person might experience ____________.

C. Status incongruence

_________ says that if you do not use power appropriately others will rise up to take it away.

C. The Iron Law of Responsibility

Complexity leadership approaches offer an alternative to __________ organizing principles.

D. bureaucratic

The idea that social power can be an expanding pie is the basis for the trend toward _________.

D. empowerment

If a manager and subordinate have a lot of trust and support for one another, we can say they have a ____________.

D. high LMX relationship

When someone returns a favor to relieve an obligation very quickly it is an example of ____________.

D. immediacy

Organizational politics occur in the _________ of an organization.

D. informal system

An effective team is defined as one that achieves high levels of task performance, member satisfaction, and ____________.

D. team viability

Relationship goals

Deal with outcomes that relate to how well people involved in the negotiation and any constituencies they may represent are able to work with one another once the process is concluded.

Servant leadership

Developed by Robert K. Greenleaf, is based on the notion that the primary purpose of business should be to create a positive impact on the organization's employees as well as the community

During which stage of the process does the marketer lead the preliminary analysis and calculations for demand, cost, sales, and profitability?

Developing a business analysis

Accommodation is a conflict management strategy may be used when an issue is trivial.

FALSE (best used when an issue is complex)

Amoral manager

Fails to consider the ethics of a decision or behavior. Acts unethically at times but does so unintentionally.

A counterculture is a group of individuals with a unique pattern of values and philosophy that is consistent with the organization's dominant values and philosophy.

False

A subculture has a pattern of values and philosophy that outwardly rejects the surrounding culture of the larger organization or social system

False

In today's environment, with so much focus on competition, research shows that managers and team leaders spend relatively little time dealing with conflicts.

False

With the size advantage, larger firms often have a single dominant culture with a universal set of share actions, values, and beliefs.

False

Working 50 hours or more a week is okay?

False Working more than 50 hours leads to many psychological and physical problems. It's not about working harder, it's about working smarter.

Organizational and personal pride

If you heard from an employee of a local bank, "it's tradition here for us to stand up and defend the bank hen someone criticizes it," you could assume that the bank employees had strong _________ norms.

Situational Analysis

Internal --> Strengths, weaknesses External --> Opportunities, threats

What is a self schema?

It contains information about a person's own appearance, behavior, and personality. EX: people with decisiveness schemas tend to perceive themselves in terms of that aspect, especially in circumstances calling for leadership.

Acquired Needs theory (3) (Content/Needs Theory)

McClelland - Thematic Apperception Test (TAT) as a way of measuring human needs 1. Need for achievement 2. Need for affiliation 3. Need for power

AIDA concept

Model that outlines the process for achieving promotional goals in terms of stages of consumer involvement with the message (Attention, Interest, Desire, and Action).

Which statement about OB is most correct?

OB is focused on using social science knowledge for practical applications

If you heard from an employee of a local bank, "it's tradition here for us to stand up and defend the bank hen someone criticizes it," you could assume that the bank employees had strong _________ norms.

ORGANIZATIONAL AND PERSONAL PRICE

Self-interested politics

Occur when individuals or groups work to shift otherwise ambiguous outcomes to their personal advantage without consideration of the organization or coworkers.

Workarounds

Occur when people work around the system to accomplish a task or goal when the normal process or method isn't producing the desired result.

Vertical conflict

Occurs between levels and commonly involves supervisor-subordinate and team leader-team member disagreements over resources, goals, deadlines, or performance results.

Horizontal conflict

Occurs between persons or groups working at the same organizational level.

Intergroup conflict

Occurs between teams, perhaps ones competing for scarce resources or rewards or ones whose members have emotional problems with one another

Interpersonal conflict

Occurs between two or more individuals in opposition to each other

Administrative leadership

Occurs in formal, managerial roles and focuses on alignment and control aimed at driving business results.

Avoidance-avoidance conflict

Occurs when a person must choose between two negative and equally unattractive alternatives.

Approach-approach conflict

Occurs when a person must choose between two positive and equally attractive alternatives.

Identification

Occurs when individuals accept an influence attempt because they want to maintain a positive relationship with the person or group making the influence request

Commitment

Occurs when individuals accept an influence attempt out of duty or obligation.

Compliance

Occurs when individuals accept another's influence not because they believe in the content but because of the rewards or punishment associated with the requested action.

Role conflict

Occurs when someone is unable to respond to role expectations that conflict with one another.

Effective negotiation

Occurs when substance issues are resolved and working relationships are maintained or improved.

Criteria for effective negotiation

Quality of outcomes—The negotiation results in a "quality" agreement that is wise and satisfactory to all sides. Harmony in relationships-The negotiation is "harmonious" and fosters rather than inhibits good interpersonal relations.

Expert Power

Ralph makes it a point to always offer help in technical areas in which he is skilled and knowledgeable. His subordinates trust his judgment, and follow his direction. What type of power is Ralph exerting?

Bureaucracies

Rely on a division of labor, hierarchical control, promotion by merit with career opportunities for employees, and administration by rule.

A regional utility company needs to change consumers' perceptions of its current service as being harmful to the environment. Which of the following strategies would best allow the company to accomplish this goal?

Repositioning

Societal goals

Represent an organization's intended contributions to the broader society.

Reciprocal alliances

Represent power arising from alliances with others developed through reciprocity (the trading of power or favors for mutual gain in organizational transactions).

Organizational climate

Represents shared perceptions or members regarding what the organization is like in terms of management policies and practices

Entrepreneurial leadership

Represents the bottom-up, emergent forces that drive innovation, learning, and change in organizations.

What type of power does a manager exercise when he or she offers pay raises, bonuses, special assignments, or compliments as incentives to subordinates?

Reward power

_________ are important because they are used to tell new members the real mission, how the organization operates, and how individuals can fit into the company.

Sagas

___________ are important because they are used to tell new members the real mission of the organization, how the organization operates and how individuals can fit into the company

Sagas

________ are embellished heroic accounts of accomplishments, especially regarding the founding of an organization

Sagas.

Company profile: "Our products are sold in more than 35 markets around the world and our global independent sales force exceeds 2 million." - What kind of orientation?

Sales-oriented

Company website: "Confidence isn't just a word to us. Strengthening your confidence so you can achieve your goals is our first priority, and the reason millions of consultants have achieved success on their own terms." What kind of orientation?

Sales-oriented

Organizations with_______ possess a broadly and deeply shared value system that can provide a strong corporate identify, enhance collective commitment, provide a stable social system, and reduce the need for formal and bureaucratic controls.

Strong Cultures

Organizations with _________ possess a broadly and deeply shared value system that can provide a strong corporate identity, enhance collective commitment, provide a stable social system, and reduce the need for formal and bureaucratic controls

Strong cultures

Demand management process

The alignment of supply and demand throughout the supply chain to anticipate customer requirements at each level and create demand-related plans of action prior to actual customer purchasing behavior.

Standardization

The allowable actions in a job or series of jobs.

Follower readiness

The amount of experience or ability the follower has to do the job.

Gross margin

The amount of money the retailer makes as a percentage of sales after the cost of goods sold is subtracted

Proactive follower orientation

The belief that followers should act in ways that are helpful, useful, and productive to leadership outcomes.

Sales Orientation

The belief that people will buy more goods and services if aggressive sales techniques are used and that high sales result in high profits.

Follower role orientation

The beliefs followers hold about the way they should engage and interact with leaders to meet the needs of the work unit.

Cognitive component of an attitude

The beliefs, opinions, knowledge, or information held by a person

Manufacturer's brand

The brand name of a manufacturer.

Integrated marketing communications

The careful coordination of all promotional messages to assure the consistency of messages at every contact point where a company meets the customer.

Information technology (IT)

The combination of machines, artifacts, procedures, and systems used to gather, store, analyze, and disseminate information for translating it into knowledge.

Operations technology

The combination of resources, knowledge, and techniques that creates a product or service output for an organization.

Mass communication

The communication of a concept or message to large audiences.

Database marketing

The creation of a large computerized file of customers' and potential customers' profiles and purchase patterns. The key tool for successful one-to-one marketing.

Decentralization

The degree to which the authority to make decisions is given to lower levels in an organizations hierarchy

Motivation to lead

The extent to which individuals choose to assume leadership training, roles and responsibilities.

Marginal revenue

The extra revenue associated with selling an extra unit of output, or the change in total revenue with a one-unit change in output.

Idea Screening

The first filter in the product development process, which eliminates ideas that are inconsistent with the organization's new-product strategy or are inappropriate for some other reason.

establishing the new-product strategy

The first stage of the new-product development process is:

Perishability

The inability of services to be stored, warehoused, or inventoried.

Intangibility

The inability of services to be touched, seen, tasted, heard, or felt in the same manner that goods can be sensed.

Inseparability

The inability of the production and consumption of a service to be separated; consumers must be present during the production.

Non-substitutable

The individual or the work performed by the subunit cannot be easily replaced.

Behavioral component of an attitude

The intention to behave in a certain way

Team viability

The members of an effective team are sufficiently satisfied to continue working well together on an ongoing basis.

Core service

The most basic benefit the consumer is buying.

Survey research

The most popular technique for gathering primary data in which a researcher interacts with people to obtain facts, opinions, and attitudes.

Depth (product line)

The number of product items in a product line. Product line depth can attract buyers with different preferences, increase sales by further segmentation, and capitalize on economies of scale.

What is the most important asset in the company?

The people

Absenteeism

The percentage of employees that are absent from work on a daily basis

Measurement integration

The performance assessment of the supply chain as a whole that also holds each individual firm or business unit accountable for meeting its own goals.

Vesting Period

The period of time over which you receive options. Promotes longevity.

Tangibles

The physical evidence of a service

Positioning

The place a product occupies in consumers' minds relative to competing products or brands.

Population

The population from which a sample will be drawn.

Expert power

The power a person has because of special skills and abilities that others need but do not possess themselves.

Price equilibrium

The price at which demand and supply are equal.

Evaluation of alternatives

The third step of the purchase-decision process after an evoked set has been established.

transactional, logistical, and facilitating.

The three basic functions channel intermediaries perform are:

Mass and interpersonal

The two major categories of communications are:

An irreversible trend

The typical employee is getting older

Coercive power

The use of punishment when others do not comply with influence attempts.

Psychological Contract

The value offered by the individual: -- effort, loyalty, commitment, creativity, and skills. The value offered by the employer: -- pay, benefits, meaningful work, flexible schedules, and personal develop- ment opportunities.

Heterogeneity

The variability of the inputs and outputs of services, which causes services to tend to be less standardized and uniform than goods.

Observable culture, the first level of cultural analysis, refers to the way things are done in a particular organization.

True

T/F: The five stages of team development are forming, storming, norming, performing and adjourning

True

When to use COLLABORATION

When concerns are too important to be compromised When objective is to merge insights, gain commitment When have the time

Formal leadership

When leadership is exerted by individuals appointed or elected to positions of formal authority

Norm of reciprocity

When one party does something for another, that party is indebted to the other until the obligation is repaid.

When to use ACCOMMODATION

When you find you are wrong As a favor, build relationship

Incoherency

Which of the following is NOT one of the four unique elements to services?

New product strategy stage

Which of the following is not one of the stages of the product lifecycle?

Tasks are complex, when subordinates are inexperienced or poorly trained, or when tasks call for team effort

Which of the following set of conditions would require the narrowest span of control?

YMS are mathematically complex systems to make use of underutilized capacity and reduce the cost of perishability.

Which of the following statements about yield management systems (YMS) is true?

A frequent buyer program

Which type of consumer sales promotion rewards loyal consumers for making multiple purchases of a particular good or service?

Agents and brokers

Wholesaling intermediaries who facilitate the sale of a product by representing channel members.

Collaboration and Problem Solving

Win-Win Strategy: Involves recognition that something is wrong and needs attention through problem solving. Stresses gathering and evaluating information in solving disputes and making choices. All relevant issues are raised and openly discussed.

purchasing power a

a comparison of income versus the relative cost of a standard set of goods and services in different geographic areas

strategic alliance (strategic partnership)

a cooperative agreement between business firms

Federal Trade Commission (FTC)

a federal agency empowered to prevent persons or corporations from using unfair methods of competition in commerce

Consumer Product Safety Commission (CPSC)

a federal agency established to protect the health and safety of consumers in and around their hom

relationship commitment

a firm's belief that an ongoing relationship with another firm is so important that the relationship warrants maximum efforts at maintaining it indefinitely

consumer decision-making process

a five-step process used by consumers when buying goods or services

target market

a group of people or organizations for which an organization designs, implements, and maintains a marketing mix intended to meet the needs of that group, resulting in mutually satisfying exchanges

Attitude

a predisposition to respond positively or negatively to someone or something * hypothetical construct - inferred * Influenced by values and acquired by same sources * but attitudes focus on specific people/objects

consumer product

a product bought to satisfy an individual's personal wants or needs

Arizona Tea is marketed by Vultaggio & Sons. Vultaggio & Sons took a basic drink and put it into unusual bottles with elaborate designs. The wide-mouthed, long-necked bottles are now considered to be trendsetters in the new age beverage industry, and customers often buy the tea just for the bottle. The success of Arizona Tea is based on:

a product differentiation competitive advantage.

nonmarketing-controlled information source

a product information source that is not associated with advertising or promotion

marketing-controlledinformationsource

a product information source that originates with marketers promoting the product

business product (industrial product)

a product used to manufacture other goods or services, to facilitate an organization's operations, or to resell to other customers

When the core characteristics are enriched in these ways, the job creates what is often called psychological empowerment—

a sense of personal fulfillment and purpose that arouses one's feelings of competency and commitment to the work.

trigger

a set period of time, or a specific event, that allows you to participate in ESOP

modified rebuy

a situation in which the purchaser wants some change in the original good or service

new buy

a situation requiring the purchase of a product for the first time

hedonic value

a value that acts as an end in itself rather than as a means to an end

Continuous reinforcement

administers a reward each time a desired behavior occurs. -- gets the behavior completed more quickly but more likely to extinction

Your boss sits down at one of the weekly staff meetings. She explains that there are tremendous challenges ahead for the company, beginning with developing a new marketing strategy. She says that she knows there have been some personal tragedies within the team during the past few months. But, she goes on to say that she cares deeply about each person and wants to publicly offer her support so that an effective decision can be made. According to Leadership That Gets Results by Daniel Goleman, your boss is exhibiting what style of leadership?

affiliative

One of the key ways management influences the organizational cultures is via the

all answer choices are correct

A compressed workweek

allows a full-time job to be completed in fewer than the standard five days -- In return, the organization hopes for less absenteeism, greater work motivation, and improved recruiting of new employees.

Which of the following is an example of an increase in the complexity of an organization's environment?

an increase in the types of competitors faced by the organization

stimulus

any unit of input affecting one or more of the five senses: sight, smell, taste, touch, hearing

Moods

are generalized positive and negative feelings or states of mind persist for some time

A stereotype

assigns attributes commonly associated with a group to an individual (one of most common simplifying devices in perception)

In the job characteristics model, _______ indicates the degree to which an individual is able to make decisions affecting his or her work.

autonomy

A team leader who makes a decision not to launch a new product because the last new product launch failed is falling prey to the ______ heuristic.

availability

The underlying premise of reinforcement theory is that ______.

behavior is a function of environment

Diversity principles

carefully and faithfully follow and enforce federal/state laws treat group differences as important find common ground tailor opportunities to individuals, not groups solicit negative as well as positive feedback set high but realistic goals treat every employee as an irreplaceable asset

According to McClelland, a person high in need achievement will be motivated by ______.

challenging but achievable goals

repositioning

changingconsumers'perceptions of a brand in relation to competing brands

segmentationbases(variables)

characteristicsof individuals, groups, or organizations

The ______ component of an attitude indicates a person's belief about something, whereas the _______ component indicates positive or negative feeling about it.

cognitive, affective

When dealing with conflict situations in her department, Morgan emphasizes cooperation and assertiveness. Differences are worked through together so that everybody's concerns are addressed and everyone gains something in the end. Which conflict management style does Morgan use?

collaboration

teamwork c

collaborative efforts of people to accomplish common objectives

employee stock option plan

company established benefits plan in which employees acquire stock, often at below-market prices, as part of their benefits. objective: have the employee act more as an "owner" of the company

Which conflict management style involves being uncooperative and assertive? This style is characterized by working against the wishes of the other party, engaging in win-lose competition, and/or forcing things to a favorable conclusion through the exercise of authority

competition

An intelligence system that helps managers assess their competition and vendors in order to become more efficient and effective competitors is called:

competitive intelligence.

What does the specific environment deal with:

competitors, customers, suppliers, and other stakeholders in your business

The 4/40 is a type of ______ work arrangement.

compressed workweek

The ______ is the tendency to focus on what is already thought to be true and not to search for disconfirming information.

confirmation trap

brand loyalty

consistent preference for one brand over all others

Eustress is ____________ stress, while distress is ____________ stress.

constructive, destructive

All of the following factors directly influence consumers' level of involvement in the purchase process EXCEPT:

consumer's age

In the management process, ____ is concerned with measuring performance results and taking action to improve future performance.

controlling

In a business setting, a firm's system of shared actions, values, and beliefs that develops within the company and guides the behavior of its members is called its _________

corporate culture

Walmart realizes a _____ using its relationships with suppliers to give customers low prices and good customer service.

cost competitive advantage

Performance measurement serves both evaluation and ______ purposes.

counseling

Organizational __________ often specify/ies when various types of actions are appropriate and where individual members stand in the social system.

culture

Commonly held cause-effect relationships that cannot be empirically supported are referred to as ____________.

d) organizational myths

Punishment

discourages a behavior by making an unpleasant consequence contingent on its occurrence -- Can be handled well or poorly. - may be offset by positive reinforcement

Extinction

discourages a behavior by making the removal of a desirable consequence contingent on its occurrence - ex: making coworkers stop covering for someone who calls in (withdrawing positive consequences) - weakens behavior but the behavior is not un-learned - simply not exhibited and will reappear if reinforced again

The law of ______ states that behavior followed by a positive consequence is likely to be repeated, whereas behavior followed by an undesirable consequence is not likely to be repeated.

effect

Motivation is defined as the level and persistence of ______.

effort

Which of the following are the main processes that lead to team effectiveness?

effort, knowledge, and strategy

component parts

either finished items ready for assembly or products that need very little processing before becoming part of some other product

When someone is feeling anger about something a co-worker did, she is experiencing a/an _______, but when just having a bad day overall she is experiencing a/an _______.

emotion, mood

When an airline flight attendant displays organizationally desired emotions when interacting with passengers, this is an example of ____.

emotional labor

equity theory

employees weigh what they put into a job against what they get out. they compare their input/output ratio with similar co-workers. if they perceive their ration to be equal, a state of equity exists

The purpose of negative reinforcement as an operant conditioning technique is to _____.

encourage desirable behavior

Job ______ increases job ______ by combining into one job several tasks of similar difficulty.

enlargement, breadth

The saying "If at first you don't succeed, try, try again" is most associated with a decision-making tendency called ______.

escalating commitment

The first stage of the new-product development process is:

establishing the new-product strategy

After a preferred course of action has been implemented, the next step in the decision-making process is to ______.

evaluate results

Process theories (3)

examine the thought processes that motivate individual behavior —individual thoughts and decision tendencies. -- The focus is on understanding how and why certain factors influence people's decisions to work hard or not in certain situations. Three process theories: 1. equity theory 2. expectancy theory 3. goal-setting theory.

Uncertain environments:

exist when managers have so little information that they cannot even assign probabilities to various alternatives and their possible outcomes. This is the most difficult decision environment. = non-programmed decisions

business services

expense items that do not become part of a final product

3 critical psychological states that have a positive impact on individual motivation, performance, and satisfaction:

experienced meaningfulness of the work, experienced responsibility for the outcomes of the work, and knowledge of actual results of the work

Spotlight questions: (3)

expose a decision to public scrutiny and full transparency ■ "How would I feel if my family found out about this decision?" ■ "How would I feel if this decision were published in the local newspaper or posted on the Internet?" ■ "What would the person you know or know of who has the strongest character and best ethical judgment do in this situation

Team creativity drivers include creative members, decision techniques, and _____.

external support

hygiene factors

extrinsic and related to dissatisfaction. if absent, result in de-motivation. quality of supervision, pay, company policies, physical work conditions

Pay is generally considered a/an ______ reward, where as a sense of personal growth experienced from working at a task is an example of a/an ____________ reward.

extrinsic, intrinsic

big 5 model of personalities

extroversion, agreeableness, conscientiousness, emotional stability, openness to experience

In modern day organizations when change is implemented it is often a:

failure

Cutting costs is the best way to maximize profitability.

false

Deciding who to target is the first step in market segmentation. T/F

false

Marketers can control the external environment in which their organizations operate.

false

Procter & Gamble markets six different brands of laundry detergent, each targeting a different market segment. This is an example of concentrated targeting. T/F

false

Services tend to exhibit more search qualities than do tangible goods.

false

T/F: In today's environment, with so much focus on competition, research shows that managers and team leaders spend relatively little time dealing with conflicts.

false

T/F: Interestingly, strong subcultures are seldom found in high performance task forces, teams, and special project groups in organizations

false

T/F: Unfortunately, given its origin from the founders' values, managers cannot modify the visible aspects of culture, such as the language, stories, rites, rituals, and sagas.

false

If someone improves productivity by developing a new work process and receives a portion of the productivity savings as a monetary reward, this is an example of a/an ____________ pay plan.

gain-sharing

Complexity referes to the varied of things you need to pay attention to in the environment. The context of the market, environmental considerations and social changes deal with the:

general environment

Optimizing decisions

give the absolute best solution to a problem (Classical decision model)

Emotional Drives or Needs Model (4)

identifies four emotional drives or needs that people seek to satisfy at work and in daily living. 1. The drive to acquire: is the need to obtain physical and psychological gratification. need: reward system 2. The drive to bond: is the need to connect with other people individually and in groups. need: collaborative organizational 3. The drive to comprehend: is the need to understand things and gain a sense of mastery. need: sense of meaning/opportunity to learn 4. The drive to defend: is the need to be protected from threats and obtain justice. need: info transparency and fair practices

Content or needs theories (4)

identify different needs that may motivate individual behavior-- focus primarily on individual needs --> physiological or psychological deficiencies that we feel a compulsion to reduce or eliminate. 1. Maslow's hierarchy of needs theory 2. Alderfer's ERG theory 3. McClelland's acquired needs theory 4. Herzberg's two-factor theory.

Programmed decisions

implement solutions that have already been determined by past experience

Use of special dress, manners, gestures, and vocabulary words when meeting a prospective employer in a job interview are all examples of how people use _____.

impression management

narcissism

in love with themselves, high degree of self importance and arrogance

Graphic rating scales

in performance appraisal assign scores to specific performance dimensions -- It lists a variety of performance dimensions, such as quality or quality of work, or personal traits, such as punctuality or diligence that an individual is expected to exhibit.

Ranking

in performance appraisal orders each person from best to worst (simplest but hard when lots of people)

Which word best describes an organizational culture that embraces multiculturalism and in which workforce diversity is highly valued?

inclusion

When a team member shows strong ego needs in Maslow's hierarchy, the team leader should find ways to link this person's work on the team task with _____.

individual praise and recognition for work well done

original equipment manufacturers (OEMs)

individuals and organizations that buy business goods and incorporate them into the products they produce for eventual sale to other producers or to consumers

A feeling of out-group membership exists when...

individuals sense they are not part of a group and experience discomfort and low belongingness

A feeling of in-group membership exists when...

individuals sense they are part of a group and experience favorable status and a sense of belonging

Class discussions, "debriefs," and individual papers based on case studies, team projects, and in-class activities are all ways an instructor tries to engage students in which part of the experiential learning cycle?

initial experience

task versus interpersonal conflict

initially rowers had task related difficulties coordinating technical skills. this triggered interpersonal conlifct as seen in heated emails

cognitivedissonance

innertensionthataconsumer experiences after recognizing an inconsistency between behavior and values or opinions

Organizations benefit when the variety of ideas and perspectives of a diverse work- force help them deal with complexity through ______________ and ____________.

innovation and adaptability

In the open-systems view of organizations, such things as technology, information, and money are considered _______.

inputs

Q15 The MBO process emphasizes ______ as a way of building worker commitment to goal accomplishment.

joint goal setting

In the adopter categories, the final 16 percent to adopt are similar to innovators in that they do not rely on the norms of the group but are independent because they are bound to tradition. They tend to have the lowest socioeconomic status, are suspicious of new products, and are alienated from a rapidly advancing society. They are called:

laggards.

The management function of _______ is concerned with creating enthusiasm for hard work among organizational members.

leading

Merit pay

links an individual's salary or wage increase directly to measures of performance accomplishment --should create a belief among employees that the way to achieve high pay is to perform at high levels 1. should be based on realistic and accurate measures of work performance. 2. should clearly discriminate between high and low performers in the amount of pay increases awarded. 3. It also means that any "merit" aspects of a pay increase are clearly and contingently linked with the desired performance.

The four dimensions of transactional leadership include all of the following EXCEPT:

management by example

personality and national culture

national culture greatly influences the dominant personality of its populace. culture often reflects the national personality characteristics

In Vroom's decision-making model, the choice among individual and team decision approaches is based on criteria that include quality requirements, availability of information, and ______.

need for implementation commitments

The steps of the consumer decision-making process, in order, are:

need recognition, information search, evaluation of alternatives, purchase, postpurchase behavior

feedback

obtaining direct and clear info about effectiveness and performance

If the organization culture represents the character of an organization in terms of shared values, the _____ represents the shared perceptions of members about day-to-day management practices.

organization climate

If you heard from an employee of a local bank, "it's tradition here for us to stand up and defend the bank hen someone criticizes it, "you could assume that the bank employees had strong ______ norms.

organizational and personal pride

exchange

people giving up something in order to receive something else they would rather have

hawthorne studies

people turned off lights - examined the relationship between the physical environment and productivity. group standards were highly effective in establishing individual worker output. money was less a factor in determining worker output than were group standards, sentiments, and security. workers started to control the outcome because they feared jobs were in jeopardy

In fundamental attribution error, the influence of _______ as causes of a problem are ______.

personal factors, overestimated

Innovyx is an email marketing service provider. It has a new ad campaign aimed at changing negative perceptions of email. The ads explain how much cheaper email advertising is than traditional advertising and what a high return on investment it can generate if used properly. Finally, the message ends by suggesting that companies wanting to promote their products give email a chance to show what it can do. This promotion has the task of:

persuading.

multiplier effect (accelerator principle)

phenomenon in which a small increase or decrease in consumer demand can produce a much larger change in demand for the facilities and equipment needed to make the consumer product

Considering the framework outlined in the McGinn and Lingo article, the three types of power you can use to resolve tension are:

positional, personal and relational

Adams's Equity theory (Process theory)

posits that people will act to eliminate any felt inequity in the rewards received for their work in comparison with others. -- people are motivated to behave in ways that restore or maintain a sense of balance—perceived equity—in their minds. -- deals with social comparison

To help avoid the dangers of charisma, leaders should reduce _________

power distance

option price

pre-determined price for options set by BOD. often below current market price

JCM

predict that motivation, performance, and job satisfaction will be positive affected

Through marketing research, the Boston Symphony Orchestra (BSO) learned it has an older market and is not attracting younger concertgoers. It next conducted marketing research to determine if a social media advertising and engagement campaign they were considering that would be targeted to the younger market would be successful. In its second use of research, BSO employed _____ marketing research.

predictive

Equity Theory predicts that...

predicts that your behavior upon receiving a grade—working less or harder in the course—will be based on whether or not you perceive it as fair and equitable. Furthermore, that determination is made only after you compare your results with those received by others.

The top management of the GreenBucks Hills Coffee Company has just decided to serve beer and wine after 5 pm at is 3000 retail outlets in the US, in response to a perceived opportunity to attract customers between work hours and dinnertime. This is an example of which of the following types of change?

proactive change

Organizational socialization

process which organizational newcomers are transformed from outsiders to effect and participatory members of the organization.

There are a number of detergents marketed under the Tide brand, including detergents with and without fabric softener, with and without bleach, with various pleasing smells, and fragrance-free formulations. These detergents are an example of Tide's:

product line.

processed materials

products used directly in manufacturing other products

basic research

pure research that aims to confirm an existing theory or to learn more about a concept or phenomenon

Contingency thinking

rather than assuming best or universal answer - recognizes behavior and practices must be tailored to fit situation seeks ways to meet the needs of different management situations

Critical incident diaries

record actual examples of positive and negative work behaviors and results (good for feedback but debatable as evaluation tool -- usually used in combination w/ method)

Motivation

refers to forces within an individual that account for the level, direction, and persistence of effort expended at work. 1. Direction: refers to an individual's choice among alternative ends or goals. 2. Level: refers to the amount of effort put forth. 3. Persistence: refers to the length of time a person sticks with a path of action, even in face of difficulty.

Terminal values

reflect a person's preferences concerning the "ends" to be achievedd; they are the goals an individual would like to achieve during his or her lifetime.

Social traits

reflect how a person appears to others in social settings

Self-monitoring

reflects a person's ability to adjust his or her behavior to external situational (environmental) factors

The _____ bases a decision on similarities between the situation at hand and stereotypes of similar occurrences.

representativeness heuristic

Intermittent reinforcement

rewards behavior only periodically -- is more resistant to extinction and lasts longer upon the discontinuance of reinforcement. This is why shaping typically begins with a continuous reinforcement schedule and then gradually shifts to an intermittent one. -- Variable schedules typically result in more consistent patterns of desired behavior than do fixed reinforcement schedules.

Profit sharing

rewards employees in some proportion to changes in organizational profits -- both supposed to create greater sense of personal responsibility for performance improvements and increase motivation + cooperation and teamwork

Skill-based pay

rewards people for acquiring and developing job-relevant skills -- pay people for the mix and depth of skills they have, not for the particular job assignment they hold.

In which environment does the decision maker deal with probabilities regarding possible courses of action and their consequences?

risk

When Japanese workers start each day with the company song this is an example of a

rite (ritual)

geographic segmentation

segmenting markets by region of a country or the world, market size, market density, or climate

When an individual attends to only a small portion of the vast information available in the environment, this tendency in the perception process is called _____.

selective screening

The perceptual tendency known as a/an ______ is associated with the "Pygmalion effect" and refers to finding or creating in a situation that which was originally expected.

self-fulfilling prophecy

self-monitoring

sensitive to external cues to behave differently

A _____ is a study conducted by an organization to identify its internal strengths and weaknesses and also examine external opportunities and threats.

situation analysis

5 core job characteristics

skill variety, task identity, task significance, autonomy, feedback

size study

smaller groups are faster at completing tasks. large groups are better at problem solving.

Americans' core value of upward mobility (i.e., success will come to anyone who works hard) has greatly influenced the way luxury goods are marketed. This phenomenon is an example of a(n) _____ factor.

social

When a person's human skills are so good that he or she has relationships with other people who can be confidently asked for help and assistance at work, these skills have created ________________ for the individual.

social capital

The experience in which simply having various diversity groups makes that group category salient in people's minds is an example of ____________.

social identity theory

A student from your university recently called you to ask for a donation. During the pitch, he said that large percentage undergraduate alumni have donated, and an even larger percentage BHP alumni from your graduation year have donated. According to the six principles of persuasion, which of the following is the caller using?

social proof and liking

What is a person schema?

sorting people in categories-- types of groups, in similar terms of perceived features. EX: Includes Prototypes -- are stored in long-term memory and retrieved only when needed for a comparison of how well a person matches the schema's features.

Positive reinforcement

strengthens a behavior by making a desirable consequence contingent on its occurrence. - This is the administration of positive conse- quences that tend to increase the likelihood that desirable behavior will be repeated. EX: when a team leader nods to a team member to express approval after she makes a useful comment during a sales meeting. -- may lead to that person giving more useful comments.

__________ are groups of individuals with a unique pattern of values and philosophy that is NOT inconsistent with the organization's dominant values and philosophy

subcultures

task significance

substantial impact on the lives or work of others

Conflict as it is experienced in the daily workplace involves at least two basic forms, __________ and __________.

substantive conflict and emotional conflict

social loafing

tendency to expend less effort in a group than as an individual

In Expectancy theory, value rests with the suggestion that...

that motivation is a result of a rational calculation

brand name

that part of a brand that can be spoken, including letters, words, and numbers

involvement

the amount of time and effort a buyer invests in the search, evaluation, and decision processes of consumer behavior

trust

the condition that exists when one party has confidence in an exchange partner's reliability and integrity

Locus of control

the extent a person feels able to control their life and is concerned with a person's internal-external orientation (own control vs. fate)

Culture is ____________.

the learned, shared way of doing things in a particular society

demography

the study of people's vital statistics, such as age, race and ethnicity, and location

organizational behavior

the systematic study of the actions and attitudes that people exhibit within organizations

perceived value

the value a consumer expects to obtain from a purchase

brand equity

the value of a company or brand name

motivation

the willingness to do something to satisfy some need. internal and external factors that stimulate people to be continually interested and committed to a task and to exert persistent effort in attaining a goal.

_______ set the tone for a culture and for cultural change

top managers

Having the formal authority to approve or deny employees requests for job transfers, equipment purchases, overtime, or personal time off are examples of a manager's legitimate power.

true

Marketers need a thorough understanding of the laws established by the federal government, state governments, and regulatory agencies.

true

Profits typically reach their peak during the growth stage of the product life cycle.

true

Radical change, or transformational change, results in a major overhaul of the organization or its component systems.

true

T/F: A cultural symbol is any object, act, or event that serves to transmit cultural meaning.

true

T/F: A number of studies suggest that the key difficulty with product development is the integration across all of the units needed to move from the idea stage to final implementation.

true

T/F: In order to judge whether a change implementation has been successful, it is important to not only assess whether the intended change happened, but also assess how the change affected the organization and the change agent

true

T/F: Most large organizations contain several subcultures as well as one or more countercultures

true

T/F: Observable culture, the first level of cultural analysis, refers to the way things are done in a particular organization.

true

T/F: Often, the language of a subculture, and its rituals and rites, emerge from the group as a form of jargon

true

T/F: Organizational culture often specifies when various types of actions are appropriate and where individual members stand in the social system.

true

T/F: Personal power resides in the individual and is independent of that individual's position within an organization

true

T/F: The observable culture includes the unique stories, ceremonies, and corporate rituals that make up the history of the firm or a group within the firm.

true

T/F: cultural differences can have a major impact on the performance of organizations and the quality of work life experienced by their members

true

The five stages of team development are forming, storming, norming, performing, and adjourning.

true

The potential advantages of group decision making include more knowledge and expertise being applied to the problem, more alternatives being considered, greater understanding and acceptance of the final decision, and more commitment among group members to making the final decision work.

true

To many researchers and managers, shared common values lie at the heart of organizational culture

true

Self-serving bias

underestimates internal factors and overestimates external factors as influences on someone's behavior. EX: When asked to identify causes of their own poor performance, however, the executives mostly cited lack of support—an external, or situational, deficiency.

The indirect conflict management approach that uses the chain of command for conflict resolution is known as ___________.

upward referral

Taylor's scientific management

used systematic study of job components to develop practices to increase people's efficiency at work

A Halo effect

uses one attribute to develop an overall impression of a person or situation. -- They are particularly important in the performance appraisal process because they can influence a manager's evaluations of subordinates' work perfor- mance. -- It is the manager's job to try to get true impressions rather than allowing halo effects to result in biased and errone- ous evaluations.

skill variety

using a variety of different skills on the job

Research shows pay only serves as motivator when...

when high levels of job performance are viewed as the paths through which high pay can be achieved

Leadership occurs ...

when leaders and followers work together to advance change that benefits the mission and vision of the organization.

cognitive dissonance

when there's an inconsistency that occurs between our attitudes, behavior, beliefs, values or emotions. discomfort felt by a person seeking to hold 2 or more conflicting cognitions.

risk propensity

willingness to take chances. ex Donald Trump

The vale of Confucian dynamism:

with its emphasis on persistence, the ordering of relationships, thrift, sense of shame, personal steadiness, reciprocity, protection of "face," and respect for tradition.

the interpersonal process

· Listening to others · Supporting their efforts to do well · Differing with others when necessary in a manner that is constructive rather than defensive · Participating equally in group discussions

An individual may engage one of these alternatives to restore sense of equity:

■ Reduce work inputs (e.g., don't do anything extra in future: "If that is all I'm going to get, this is all I'm going to do."). ■ Change the outcomes received (e.g.,ask for a bigger raise: "Given my contributions and what I see others getting for their work, I believe I deserve more."). ■ Leave the situation (e.g., quit: "That's it, I'm out of here." ). ■Change the comparison points (e.g.,compare to a different co-worker: "Perhaps I'm looking at this the wrong way. My situation is more similar to Henry's than Alicia's."). ■ Psychologically distort things (e.g.,rationalize the inequity as temporary: "The boss has been under a lot of pressure and misses a lot of things going on in the office. Things should improve in the future."). ■ Try to change the efforts of the comparison person (e.g.,get a teammate to accept more work: "Look, Miranda, I know you've had a hard time at home, but it's only fair that you do a bit more to justify the raises that were just given out.").

What are the 5 core job characteristics?

■ Skill variety—the degree to which a job includes a variety of different activities and involves the use of a number of different skills and talents ■ Task identity—the degree to which the job requires completion of a "whole" and identifiable piece of work, one that involves doing a job from beginning to end with a visible outcome ■ Task significance—the degree to which the job is important and involves a meaningful contribution to the organization or society in general. ■ Autonomy—the degree to which the job gives the employee substantial freedom, independence, and discretion in scheduling the work and determining the procedures used in carrying it out ■ Job feedback—the degree to which carrying out the work activities provides direct and clear information to the employee regarding how well the job has been done

What Team Leaders Do

Facilitation, help team members, manage external/internal relationships

T/F: The central assumption behind the GLOBE theoretical model is that similar attributes and entities across cultures are most effective in organizations.

False

T/F: When an organization faces greater dynamism in its environment, its managers should increase centralization of power so that they can closely monitor and control the actions of front-line employees

False

Emotional Stability

Dealing with Stress. Calming, confidence, and stress.

Substance goals

Deals with outcomes that relate to the content issues under negotiation. EX: The dollar amount of a salary offer in a recruiting situation

Clear Channel owns hundreds of radio stations across the U.S. How do they decide what kind of music to play on a particular station?

Demographic

Conflict Management techniques

Focus on compromising, collaborating styles Focus on shared goals Use communication skills Manage your own emotions Expansion of resources Avoid common decision-making biases Alter structural variables, reorganize Bring in outsiders Appoint a devil's advocate Use authoritative command

Socialized charismatics

Focus on power for collective (e.g., societal) rather than personal benefit.

Personalized charismatics

Focus on power for personal rather than collective benefit.

Appeal to common goals

Focus the attention of conflicting individuals and teams on one mutually desirable conclusion.

Which of the following characteristics of a change leader is/are related to successful implantation of change?

Focus, credibility, flexibility, & determination.

Exploitation

Focuses on refinement and reuse of existing products and processes.

What are the five stages of team development?

Forming, storming, norming, performing and adjourning

The five stages of team development

Forming, storming, norming, performing, and adjourning.

Complexity refers to the variety of things you need to pay attention to in the environment. The context of the market, environmental considerations, and social changes deal with the:

GENERAL ENVIRONMENT (SPECIFIC ENVIRONMENT DEALS WITH COMPETITORS, CUSTOMERS, SUPPLIERS, AND OTHER STAKEHOLDERS IN YOUR BUSINESS)

Positioning Strategy

How can we minimize impact of competition and achieve a competitive advantage? Cost leadership Differentiation Focus

Adaptive Strategies

How can we respond to changes in our external environment? Defenders Analyzers Prospectors Reactors

Individualism-collectivism

How much a person believes that 1) People need to be self-sufficient 2) Loyalty to yourself is more important than loyalty to team or company

Team Cohesiveness

How much team members are attracted to a team and motivated to remain in it (like/trust/respect) - All team members present at team activities - Additional opportunities to work together - Non-work activities shared - Employees feel they are part of something special

Productivity

How much work gets done in allotted amount of time. What is the input vs. the output.

Industry level Strategy

How should we compete in this industry?

Process conflict

How to do it - Positive at a low level - Dysfunctional when increases time, role ambiguity

Which of the following issues would be most central to the field of organizational behavior (OB)?

How to increase job satisfaction and performance among members of a team

Organizational politics occur in the ________ of an organization

INFORMAL SYSTEMS

Social network analysis

Identify the informal groups and networks of relationships that are active in an organization.

S-T

Identify ways to use strengths to reduce vulnerability to current threats

SWOT analysis

Identifying internal strengths (S) and weaknesses (W) and also examining external opportunities (O) and threats (T)

Normative theory

Implies or prescribes a norm or standard.

How the Manager's Job is Changing

Importance of customers - Managing customer relationships Innovation - Doing things differently, exploring new territory, taking risks - Requires culture and management support Importance of Sustainability - Achieve business goals, maximize long-term shareholder value -Achieve economic, social, and environmental goals

What is the ultimate goal of organizational behavior?

Improve the performance of people, groups, and organizations, and to improve the quality of work life overall.

What is the population or universe of interest?

In a study whose purpose is to determine the market for a vitamin that is to be chewed like bubble gum, what is the first question to be answered before a sampling plan is selected?

Friendly Helper

Insecure, suffering uncertainties of intimacy and control. This person may show extraordinary support for others, behave in a dependent way, and seek alliances in subgroups or cliques.

Norming

Integration, understanding Team production = individual production

________ is a form of distribution aimed at having a product available in every outlet where target customers might want to buy it.

Intensive

High responsibility, high control

Internal orientation, Master of One's fate, Outcomes achieved through personal ability & effort

Manager

Is a person who supports the work efforts of other people. -- this is accomplished more through "helping" and "supporting" than through traditional notions of "directing" and "controlling." ("coordinator, coach, or team leader.")

Organizational culture

Is a shared set of beliefs and values within an organization - one of strongest contextual influences on behavior - the "character" - becomes the moral center

Technical skill

Is an ability to perform specialized tasks using knowledge or expertise gained from education or experience EX: think college major skills Considered more important at entry levels

Skill

Is an ability to translate knowledge into action that results in a desired performance

Learning

Is an enduring change in behavior that results from experience

Uncertainty avoidance

Is the cultural tendency to be uncomfortable with uncertainty and risk in everyday life. - It reflects the degree to which people are likely to prefer structured versus unstructured organizational situations. France is considered a high-uncertainty- avoidance culture, whereas Hong Kong is considered a low-uncertainty-avoidance culture.

Why is targeting a specific group of customers usually more successful than trying to appeal to everyone?

It will satisfy the segment's specific needs

Procedure

Indicate the best method for performing a task, show which aspects of a task are the most important, or outline how an individual is to be rewarded.

Persuading

Innovyx is an email marketing service provider. It has a new ad campaign aimed at changing negative perceptions of email. The ads explain how much cheaper email advertising is than traditional advertising and what a high return on investment it can generate if used properly. Finally, the message ends by suggesting that companies wanting to promote their products give email a chance to show what it can do. This promotion has the task of:

Within which of the following major stages of a planned change implementation in Kurt Lewin's model would you place the 'creating a vision' step in Kotter's planned change model?

Mobilize (Unfreeze)

Compromise

Lose-Lose Strategy: Occurs when each party shows moderate assertiveness and cooperation and is ultimately willing to give up something of value to the other. Because no one gets what they really wanted, the antecedent conditions for future conflicts are established.

Your leader makes it well known that she doesn't have time for employees' personal problems. She doesn't really care who does the workÉso long as it is of good quality. Further, she sets high standards, lets you know if you are not maintaining a high level of performance, and doesn't care whose feelings are hurt as a result. She can be described as leader ______ in consideration and ______ in initiating structure.

Low; high

Unique selling proposition (USP)

M&M's famous slogan, "Melts in your mouth, not in your hand," is an example of a(n):

Sources of values

Our values develop as a product of the learning and experience we encounter in the cultural setting in which we live, as learning and experiences differ from one person to another.

Complexity refers to the variety of things you need to pay attention to in the environment. The context of the market, environmental considerations, and social changes deal with the:

- general environment

Complexity refers to the variety of things you need to pay attention to in the environment. The context of the market, environmental considerations, and sisal changes deal with the

- general environment ?

Mistakes managers make

1) Insensitive to others 2) Cold, aloof, arrogant 3) Betray trust 4) Overly ambitious 5) Specific performance problems with the business 6) Overmanaging 7) Unable to staff effectively 8) Unable to think strategically 9) Unable to adapt to boss with different style 10) Overdependent on advocate or mentor

4 Ways to build Self-Efficacy:

1. *Enactive mastery*—gaining confidence through positive experience. The more you work at a task, so to speak, the more your experience builds and the more confident you become at doing it. 2. *Vicarious modeling*—gaining confidence by observing others. When someone else is good at a task and we are able to observe how they do it, we gain confidence in being able to do it ourselves. 3. *Verbal persuasion*—gaining confidence from someone telling us or encouraging us that we can perform the task. Hearing others praise our efforts and link those efforts with performance successes is often very motivational. 4. *Emotional arousal*—gaining confidence when we are highly stimulated or energized to perform well in a situation. A good analogy for arousal is how athletes get "psyched up" and highly motivated to perform in key competitions.

Cross-cultural psychologist Hofstede's 5 dimensions of national culture:

1. Power distance (respect of hierarchy & rank) 2. uncertainty avoidance (structured vs. un) 3. individualism- collectivism (US highly individualistic) 4. masculinity - (competition vs. sensitivity) 5. long-term/short-term orientation -- They are interrelated, not independent.

Steps of Decision Making-- Rational decision model: (5)

1. Recognize and define the problem or opportunity—gather information and deliberate in order to specify exactly why a decision is needed and what it should accomplish. 2. Identify and analyze alternative courses of action— identify key stakeholders 3. Choose a preferred course of action— criteria used involved costs/benefits, timeliness, impact, ethical, etc. 4. Implement the preferred course of action—lack of participation error common (important people excluded from process) 5. Evaluate results and follow up as necessary— measured against initial goals and both anticipated and unanticipated outcomes are examined.

What are trends with human behavior in organizations? (9)

1. *Importance of connections and networks*: Work is increasingly being done through personal connections and networks. In this environment, building effective rela- tionships face to face and online is a must-have career skill. 2. *Commitment to ethical behavior*: .Highlypublicizedscandalsinvolvingunethicaland illegal practices prompt concerns for ethical behavior in the workplace; growing intolerance for breaches of public faith by organizations and those who run them are drawing new attention to business ethics. 3. *Broader views of leadership*: New pressures and demands mean organizations can no longer rely on just managers for leadership. Leadership is valued from all members, found at all levels, and flows in all directions—not just top-down. 4. *Emphasis on human capital and teamwork*: Success is earned through knowledge, experience, and commitments to people as valuable human assets; work is increasingly team based with a focus on peer contributions. 5. *Demise of command-and-control*. Influence of information technology: Traditional hierarchical structures and practices are being replaced by shared leadership, flexible structures, and participatory work settings that engage human and social capital. 6. *Influence of information technology*: As new technologies—including social media— penetrate the workplace, implications for work arrangements, organizational systems and processes, and individual behavior are continuously evolving. 7. *Respect for new workforce expectations*: The new generation is less tolerant of hierarchy, more high tech, and less concerned about status. Balance of work and nonwork responsibilities is a top-priority value. 8. *Changing concept of careers*: New economy jobs require special skill sets and a continuous development. More people now work as independent contractors and freelancers who shift among employers rather than hold full-time jobs. 9. *Concern for sustainability*: Issues of sustainability are top priorities.Decision making and goal setting increasingly give attention to the environment, climate justice, and preservation of resources for future generations.

What does experiential learning in an OB course contain? (4)

1. *Initial experience:* • Personal experiences • Classroom as an organization • In-class exercises, simulations • Group project assignments • Cases 2. *Reflection:* • Personal thought • Class discussion • Informal discussion • Readings • Lectures • Written assignments 3. *Theory building:* • Theories in readings • Theories from lectures • Personal theories • Theories from other sources 4. *Experimentation: Theory is then tested in behavior.* Trying new behaviors in work experiences class experiences everyday experiences. -- The learning sequence begins with initial experience and subsequent reflection. It grows as theory building takes place to try to explain what has happened. Theory is then tested in behavior. Presented concepts and discussing research and practical implications.

Unintentional ethical lapses that we all must guard against include: (3)

1. prejudice from unconscious stereotypes and attitudes 2. showing bias based on in-group favoritism 3. claiming too much personal credit for performance accomplishments.

Discrimination includes what type of things: (5)

1. race and ethnicity 2. gender 3. sexual orientation 4. age 5. ability

The three categories of essential managerial skills:

1. technical 2. human 3. conceptual.

Exporting

Selling domestically-made products to foreign markets

Accommodation is a conflict management strategy may be used when an issue is trivial

False

Emotional intelligence

Is the ability to manage oneself and one's relationships effectively

Framework (Vroom, Yetton, Jago) for helping managers choose the right decision-making methods for various problem situations =

* AI (first variant on the authority decision): The manager solves the problem or makes the decision alone, using information available at that time. * AII (second variant on the authority decision): The manager obtains the necessary information from team members and then decides on the problem's solution. The team members provide the necessary information but do not generate or evaluate alternative * CI (first variant on the consultative decision): The manager shares the problem with team members individually, getting their ideas and suggestions without bringing them all together. The manager then makes a decision * CII (second variant on the consultative decision): The manager shares the problem with team members, collectively obtaining their ideas and suggestions. The manager then makes a decision. * G (the team or consensus decision): The manager shares the problem with team members as a total group and engages them in consensus seeking to arrive at a final decision.

Ethical reasoning and decision making process:

* Define problem * Analyze alternatives * Make choice * double check * Take action * double check * Evaluate results * double check

The decision to decide: Questions to ask -->

* What really matters? * Might the problem resolve itself? * Is this my, or our, problem? * Will time spent make a difference?

How to build relationships when you don't like all your employees

Act as if, find one thing you like/respect, use your faith

Product line extension

Adding additional products to an existing product line in order to compete more broadly in the industry.

Manifest conflict

Addressed by conflict resolution or suppression

Advantages & Disadvantages of Strategic Alliances

Advantages: - Companies avoid trade barriers - Companies only bear part of the costs - Partners can learn from each others Disadvantages: - Profits have to be shared - Merging of cultures

Advantages & Disadvantages to Licensing

Advantages: - Companies earn money without investing more money - Companies can avoid trade barriers Disadvantages: - Licensor gives up control over product quality - Licensees can become competitors

Advantages & Disadvantages of Franchising

Advantages: - Fast way to enter foreign markets -Gives franchisor additional cash flow Disadvantages: - Loss of control - Culture bound

Advantages & Disadvantages to Exporting

Advantages: - Makes company less dependent on domestic sales - Gives company more control Disadvantages: - Goods subject to trade barriers - Transportation costs

Advantages & Disadvantages of Wholly Owned Affiliates

Advantages: - Parent company receives all the profits and has complete control Disadvantages: - Losses for part company can be enormous

Components of an attitude

Affective Behaviorial Cognitive

Your boss sits down at one of the weekly staff meetings. She explains that there are tremendous challenges ahead for the company, beginning with developing a new marketing strategy. She says that she knows that there have been some personal tragedies within the team during the past few months. But, she goes on to say that she cares deeply about each person and wants to publicly offer her support so than effective decision can be made. According to leadership that gets results by Daniel Goleman, your boss is exhibiting what style of leadership?

Affiliartive

The rational process

Analyze the situation Identify objectives or goals Simplify the problem Consider alternative strategies Discuss adverse consequences

It is during the ____________ stage of team development that members begin to come together as a coordinated unit.

B. Norming

Upward leadership

Occurs when leaders at lower levels influence those at higher levels to create change.

Which of the following characteristics of a change leader is/are related to successful implementation of change?

All of the answer choices are correct (determination, flexibility, credibility, focus)

Team performance can suffer when:

All of the choices are correct-- when goals are insufficiently challenging, resources are inefficient to accomplish the task, goals are too focused on individual-level accomplishments, goals are unclear

Decreases cash flow

All of the following are benefits of supply (value) chain management EXCEPT: -key means of differentiation for a firm. -reduces supply chain costs. -decreases cash flow. -improves customer service. -increases flexibility of supply chain activities.

Trade promotions

All of the following are logistics components of the supply chain EXCEPT: -warehousing and materials-handling. -order processing. -trade promotions. -production scheduling. -inventory control.

Product mix

All products that an organization sells.

A listening platform with key word report capabilities

Angela and Dominic own Cincy by the Slice pizzeria. They are interested in keeping track of the number of mentions their store receives on sites like Twitter and Facebook, but they are unsure of which steps to take next. Which of the following resources would best meet their needs?

Objective Thinker

Anxious about how personal needs will be met in the group. This person may act in a passive, reflective, and even single-minded manner while struggling with the fit between individual goals and group directions.

Cultural symbol

Any object, act, or event that serves to transmit cultural meaning.

Cost competitive advantage

Being the low-cost competitor in an industry while maintaining satisfactory profit margins.

Locus of Control

Belief that life controlled by oneself vs. outsiders.

Customers moving to higher and lower-priced products

Both opportunity/threat

Optimizers

Business customers who consider numerous suppliers, both familiar and unfamiliar, solicit bids, and study all proposals carefully before selecting one.

Satisficers

Business customers who place an order with the first familiar supplier to satisfy product and delivery requirements

What form of power stems from the expectation that a person will be punished if he or she fails to conform to influence attempts?

C. Coercive power

According to __________ , whether leader behaviors will be effective depends on the situation.

C. Contingency Theories

Task characteristics, reward systems, and team size are all ____________ that can make a difference in team effectiveness.

C. Inputs

Members of a team tend to become more motivated and better able to deal with conflict during the ____________ stage of team development.

C. Performing

External Analysis

Environmental scanning Strategic Group Risk tolerance drives perspective/interpretation of environment

Adhocracy

Characterized by shared decentralized decision making, extreme horizontal specialization, few management levels and minimal formal controls with very few rules, policies, and procedures

Constructive Resistance

Characterized by thoughtful dissent aimed at constructively challenging the influencing agent to rethink the issue.

Immoral manager

Chooses to behave unethically. She or he doesn't subscribe to any ethical principles, making decisions and acting to gain best personal advantage.

General Environment

Complexity refers to the variety of things you need to pay attention to in the environment. The context of the market, environmental considerations, and social changes deal with the:

Human skills

Comprise the ability to work well with other people. -- They show up as a spirit of trust, enthusiasm, and genuine involvement in interpersonal relationships. -- A person with good human skills will have a high degree of self-awareness and a capacity for understanding or empathizing with the feelings of others. - strong emotional intelligence - consistently important across all managerial levels - social capital

Systems goals

Concerned with the conditions within the organization that are expected to increase the organization's survival potential.

Decision biases: (3)

Confirmation error, the hindsight trap, framing error

Storming

Conflict around differences Team production < individual production

Reinforcement Pros and Cons

Cons: 1.using reinforcement to influence human behavior is demeaning and dehumanizing. 2. too easy for managers to abuse the power of their positions when they exert this type of external control over individual behavior Pros: 1. They agree that behavior modification involves the control of behavior, but they also argue that such control is an irrevocable part of every manager's job. 2. The real question, they say, is how to ensure that the reinforcement strategies are done in positive and constructive ways.

When a team decision requires a high degree of commitment for its implementation, a(n) __________ decision is generally preferred.

Consensus

Special Kinds of Teams

Cross-functional teams Virtual teams Project teams

_____ is defined as the relationship between benefits and the sacrifice necessary to obtain those benefits.

Customer value

When a new team member is anxious about questions such as "Will I be able to influence what takes place?" the underlying issue is one of ____________.

D. Control

When a team of people is able to achieve more than what its members could by working individually, this is called ____________.

D. Synergy

__________ study the personal qualities and characteristics of leaders to identify their association with leader emergence and effectiveness.

D. Trait approaches

Power distance is an example of ________.

D. a follower role orientation

____________ is a sense of broader purpose that workers infuse into their tasks as a result of interaction with one another.

D. a shared meaning

When a manager asks people in conflict to remember the mission and purpose of the organization and to try to reconcile their differences in that context, she is using a conflict management approach known as ____________.

D. appeal to common goals

When a team member engages in social loafing, one of the recommended strategies for dealing with this situation is to ____________.

D. better define member roles to improve individual accountability

Organizing

Divides up tasks and arranges resources to accomplish them.

Key question from emotional intelligence perspective is:

Do we recognize these emotions in ourselves and others, and can we manage them well?

Fixed cost

Does not change as level of output changes.

Theory X and Theory Y

Douglass McGregor Perceptions managers hold on their employees

Externally caused behavior

Due to outside factors, not your fault

Developing a business analysis

During which stage of the process does the marketer lead the preliminary analysis and calculations for demand, cost, sales, and profitability?

Some of the tradeoffs in having control over an organization through centralization is:

EXCEPTIONS SLOW DOWN THE RESPONSIVENESS OF YOUR ORGANIZATION

Ralph makes it a point to always offer help in technical areas in which he is skilled and knowledgeable. His subordinates trust his judgment, and follow his direction. What type of power is Ralph exerting?

EXPERT POWER

Retrieval

Each stage of the perception process becomes part of memory. This information stored in our memory must be retrieved if it is to be used. But all of us at times have trouble retrieving stored information.

Reaching a consensus decisons

Effective Decision = Quality x Acceptance. Voting and majority rule are not used to defeat dissenting members. Priority is placed on ranking the items in a way that all members can live with. Alternatives and rankings are modified to satisfy members with serious reservations. Members build on that upon which they agree.

Organizational Citizenship Behaviors (OCBs)

Engaged employees are more likely to help their colleagues when needed and volunteer to take on extra assignments. These actions are often referred to as:

What do managers do?

Ensure that the organization achieves its goals and objectives

Controlling

Ensuring that things go well by monitoring performance and taking any needed corrective action.

Decisional Roles

Entrepreneur, disturbance handler, resource allocator, negotiator

Two parts of Management

Efficiency & effectiveness

Which of the following are processes that lead to team effectiveness?

Effort, knowledge, and strategy

Informal groups

Emerge and coexist as a shadow to the formal structure and without any assigned purpose or official endorsement.

Affective component of an attitude

Emotional/feeling part

Organic (or professional) type of bureaucracy

Emphasizes horizontal specialization, use of personal coordination devices, and professional- based controls.

Mechanistic (or machine) type of bureaucracy

Emphasizes vertical specialization and control. Stress rules, policies, and procedures; specify techniques for decision making; and emphasize developing well-documented control systems backed by a strong middle management and supported by a centralized staff.

Empowering leadership

Enables power sharing with employees by clarifying the significance of the work, providing autonomy, expressing confidence in the employee's capabilities, and removing hindrances to performance.

Random error

Error because the selected sample is an imperfect representation of the overall population.

Sampling error

Error when a sample somehow does not represent the target population.

Measurement error

Error when there is a difference between the information desired and the information provided by research.

W-T

Establish a defensive plan to prevent weaknesses from making firm highly susceptible to external threats

Conflict antecedents

Establish the conditions from which conflicts are likely to emerge

According to the planned change model proposed by John Kotter, which of the following is the first step in implementing a planned change?

Establishing a sense of urgency

One of the keys ways management influences the organizational culture is via the

Establishing reward systems, people it fires, people it hires, leaders assigned to top management.

_____ research is the study of human behavior in its natural context, involving observation of behavior and physical setting.

Ethnographic

Product

Everything, both favorable and unfavorable, that a person receives in an exchange (tangible good, service, idea).

FIRO-B theory

Examines differences in how people relate to one another based on their needs to express and receive feelings of inclusion, control, and affection.

Some of the trade-offs in having control over an organization through centralization is

Exceptions slow down the responsiveness of your organizaiton

Trademark

Exclusive rights to use a brand.

Informal leaders

Exerted by persons who become influential due to special skills or their ability to meet the needs of others.

For Expectancy Theory Predictions, what does Motivation equal to?

Expectancy x Instrumentality x Valence (Vroom posits that motivation, expectancy, instrumentality, and valence are related to one another in multiplicative fashion) In order for a reward to have a high and positive motivational impact as a work outcome, the expectancy, instrumentality, and valence associated with it must each be high and positive

Ralph makes it a point to always offer hep in technical areas in which he is skilled and knowledgeable. His subordinates trust his judgment, and follow his direction. What type of power is Ralph exerting?

Expert power

Goals of Organizational Behavior

Explain Predict Influence/Control Ideally looking to make people more productive in order to make more profits. Increased Satisfaction ⇒ Increased Performance ⇒ Increased Profits

Forms for Global Business

Exporting Cooperative contracts Strategic alliances Wholly owned affiliates

Low responsibility, low control

External orientation; learned helplessness; One cannot effect change, Outcomes occur because of luck, chance or powerful others

In today's environment, research shows that managers and team leaders spend relatively little time dealing with conflicts.

FALSE

Managers cannot modify the visible aspects of culture, such as the language, stories, rites, rituals, and sagas.

FALSE

The central assumption behind the GLOBE theoretical model is that similar attributes and entities across cultures are most effective in organizations.

FALSE

______________ is a basic element of equity theory

Fairness (justice)

Co-leadership

Occurs when leadership is divided so that no one person has unilateral power to lead

Interpersonal Roles

Figurehead, leader, liaison

Common Negotiation Pitfalls

Fixed pie myth Escalating commitment Over- confidence Too much telling Too little listening

Output controls

Focus on desired targets for each unit.

Wholly Owned Affiliates

Foreign offices, facilities, and manufacturing plants that are 100 percent owned by the parent company

5 Stages of Group Development

Forming Storming Norming Performing Adjourning

When Pat Smith was appointed as a change leader in charge of implementing a new sales process at WisTech Inc., she met with key sales managers, regional vice-presidents, and staff members and got their buy-in for the change. Which of the following steps in the planned change model prop proposed by John Kotter do her actions address?

Forming a powerful guiding coalition

When Pat Smith was appointed as a change leader in charge of implementing a new sales process at WisTech Inc., she met with key sales managers, regional vice-presidents, and staff members and got their buy-in for the change. Which of the following steps in the planned change model proposed by John Kotter do her actions address?

Forming a powerful guiding coalition

Formal teams

Found in organizations are created and officially designated to serve specific purposes.

Tough Battler

Frustrated by a lack of identity in the new group and may act aggressively or reject authority. This person wants answers to this question: "Who am I in this group?"

Nestlé's quest is to make some of its existing products more nutritious and provide a health benefit. This is an example of which type of product modification?

Functional

Relationship conflict

Interpersonal - Always dysfunctional

5 parts of Effective Management

High productivity High job satisfaction Low absenteeism Low turnover Organizational citizenship behaviors

self-actualization

Highest need level; need to fulfill oneself; to grow and use abilities to fullest and most creative extent

Self-efficacy

Individual's beliefs about the likelihood of successfully completing specific tasks *effectance motive = a more specific version of self esteem

Constructive follower orientation

Individuals who engage in voice likely have a

Team Norms

Informal standards that regulate team behavior - Powerful influence on team behavior - Let team members know what's expected - Associated with positive outcomes (increased trust and satisfaction) - Negative norms --> negative behaviors

Primary data

Information collected for the first time. Can be used for solving the particular problem under investigation.

The Question of Value: Increase efficiency

Information system reduces employees required, or increases the number of calls each employee can answer

Electronic data interchange

Information technology that replaces paper documents that accompany business transactions with electronic transmission of the information

Disadvantage of Teams

Initially high turnover Social loafing Groupthink Dominant cliques

Cognitive Dissonance

Inner tension that a consumer experiences after recognizing an inconsistency between behavior and values or opinions

Performing

Integration, full utilization/celebration of diversity Team production > individual production

Process innovations

Introduce into operations new and better ways of doing things.

Product innovations

Introduce new goods or services to better meet customer needs.

Values, underlying assumptions, and deep beliefs make up the ______ component of an organization's culture.

Invisible

Transactional leadership

Involves a focus on exchanging valued goods in return for something leaders want.

Dysfunctional resistance

Involves a more passive form of noncompliance in which individuals ignore or dismiss the request of the influencing agent.

Status congruence

Involves consistency between a person's status within and outside a group.

Substantive conflict

Involves fundamental disagreement over ends or goals to be pursued and the means for their accomplishment.

Brainstorming

Involves generating ideas through freewheeling and without criticism.

Leadership identity construction process

Involves individuals negotiating identities as leaders and followers.

Transformational leadership

Involves inspirational relationships in which both leaders and followers are positively transformed in the process.

Emotional conflict

Involves interpersonal difficulties that arise over feelings of anger, mistrust, dislike, fear, resentment, and the like. Also know as "clash of personalities"

Bass's transformational leadership

Involves leaders motivating followers to transcend self-interest for the sake of the organization or team.

Authoritarian (or autocratic) leadership

Involves making decisions independently with little or no input from others.

Nominal group technique

Involves structured rules for generating and prioritizing ideas.

Proxemics

Involves the use of space as people interact.

the Question of Exploitation

Is a firm organized to exploit the full competitive potential of its resources and capabilities? Are systems in place to enable firms to support the execution of a particular strategy?

What is a script schema?

Is a knowledge framework that describes the appropriate sequence of events in a given situation EX: to think about the appropriate steps involved in running a meeting.

Concerns & Questions about Job Characteristics Model

Job characteristics model = useful but not perfect guide to job design 1. Should everyone be job enriched? NO - individual differences (also costs, tech, workgroup/unions can make it difficult to enrich) 2. With so much attention on teams in organizations today, can job enrichment apply to groups? - Yes (result = self managing team) 3. For those who don't want an enriched job, what can be done to make their work more motivating? work schedules, redesign of the context or setting

Job enlargement = Job enrichment =

Job enlargement = horizontal loading Job enrichment = vertical loading

Three work related attitudes

Job involvement, Organizational commitment, Perceived organizational support

Human capital

Knowledge, skills, and intellectual assets employees bring to the workplace. Represents what you know,

The four dimensions of transactional leadership include all of the following

Laissez-faire, active management by exception, passive management by exception, contingent rewards.

Two types of cooperative contracts

Licensing Franchise

Restricted communication networks

Link subgroups that disagree with one another's positions.

Virtual communication networks

Link team members through electronic communication.

Informational Roles

Monitor, disseminator, spokesperson

physiological

Most basic of all human needs; need for biological maintenance; need for food, water, and sustenance

The team decision technique of __________ asks everyone to respond individually and in writing to a basic question such as: 'What should be done to improve the effectiveness of this work team?'

NOMINAL GROUP TECHNIQUE

esteem

Need for esteem of others; respect, prestige, recognition, need for self-esteem, personal sense of competence, mastery

social (Love/belonging)

Need for love, affection, sense of belongingness in one's relationships with other persons

safety

Need for security, protection, and stability in the physical and inter- personal events of day-to-day life

Introducing new, lower-priced products to the market

Neither opportunity or threat

P&G has a lot of brands in the marketplace at different price points

Neither opportunity or threat

Functional

Nestlé's quest is to make some of its existing products more nutritious and provide a health benefit. This is an example of which type of product modification?

Return on investment (ROI)

Net profit after taxes divided by total assets

Functional silos problem

Occurs when members of functional units stay focused on internal matters and minimize their interactions and cooperation with other functions. In this sense, the functional departments or work teams create artificial boundaries, or "silos," that discourage rather than encourage interaction with other units.

Successful managers spend most of their time on...

Networking. Successful = speedy promotion

Arbitration

Neutral third party acts as judge with the power to issue a decision binding for all parties.

Mediation

Neutral third party tries to engage the parties in a negotiated solution through persuasion and rational argument.

Which of the following is not one of the stages of the product lifecycle?

New product strategy stage

the Question of Substitutability

No equivalent resources exist that can be used to implement the same strategies

Assume a firm sells 1M units of its product for $10 and has a 30% gross profit margin ($3). Cutting the price to $9.50 might stimulate unit sales by 10%. Will the assumed increase in sales volume offset the decrease in margin?

No, the increase in sales will not offset the decrease in margin.

The team decision technique of __________ asks everyone to respond individually and in writing to a basic question such as: "What should be done to improve the effectiveness of this work team?"

Nominal group technique

Inter-team dynamics

Occur as groups cooperate and compete with one another.

Flat World Realities

Outsourcing Offshoring Supply-chaning

the cost of fraud

Over 200 billion for 40 of the top 100 fortune companies

W-O

Overcome company weaknesses to pursue opportunties

Attribution theory: Fundamental Attribution Error

Overestimate the influence of internal factors, typically applied to our judgement of others

To help avoid the dangers of charisma, leaders should reduce _______

POWER DISTANCE

Synergistic Decision Making

People are supportive of one another. They follow a rational sequence of activities in dealing with a problem. Listening to others.

Exchange

People giving up something in order to receive something else they would rather have

Market

People or organizations with needs or wants and the ability and willingness to buy.

Psychological reactance theory

People rebel against constraints and efforts to control their behavior

Equity Theory

People value fair treatment which causes them to be motivated to keep the fairness maintained within the relationships of their co-workers and the organization. The structure of equity in the workplace is based on the ratio of inputs to outcomes. Inputs are the contributions made by the employee. Employees weigh what they put into a job (input) against what comes out (outcome). They compare their input/output ratio with similar co-workers. If they perceive their ratio to be equal, a state of equity exists.

Internal Locus of Control

People who believe that they control what happens to them

Bass's transactional leadership

Refers to the exchange relationship between leaders and followers to meet their own self-interests.

Environmental complexity

Refers to the magnitude of the problems and opportunities in the organization's environment.

The formal procedure that evaluates a person's work performance is called:

Performance review, performance appraisal, performance assessment

High Motivation =

Person + Good Job Fit =

Staff units

Personnel assist the line units by providing specialized expertise and services, such as accounting and public relations.

Line units

Personnel conduct the major business of the organization.

Strategy (noun)

Plan for achieving goals - How firms will compete - How firm will attract/satisfy its customers

Four functions of management

Planning Organizing Leading Controlling

Considering the framework outlined in McGinn and Lingo article, the three types of power you can use to resolve tension are:

Positional, personal, and relational

Romance of leadership

Refers to the tendency to attribute organizational outcomes (both good and bad) to the acts and doings of leaders.

Political climate

Refers to whether people in organizations work "within" or "around" formal policies and procedures in getting their work done.

In Lewin's four-part model of change, _______ relates to putting in new reward systems and policies.

Refreezing the organization

Information power

Possession of or access to information that is valuable to others.

secondary data.

Post Properties is a company that manages apartments in various communities. It is concerned with a glut of apartments in Atlanta, Orlando, and Dallas. Its market researcher begins by examining the rental markets in the Southeast, the history of apartment buildings, local economies, competitive rents, and ownership—all information that was on hand and did not require any new research to locate. The market researcher looked at:

Five Dimensions of Culture

Power Distance Individualism Masculinity/Femininity Uncertainty Avoidance Short/Long-term orientation

Force

Power made operative against another's will.

Social power

Power that comes from the ability to influence another in a social relation.

Option Price

Pre-determined price for options set by BOD. Often (slightly) below current market price.

Implicit followership theories

Preconceived notions about prototypical and antiprototypical followership behaviors and characteristics.

Integrative negotiation

Principled negotiation: Focuses on the merits of the issues, and the parties involved try to enlarge the available pie rather than stake claims to certain portions of it.

In Lewin's four-part model of change, ____________ relates to putting in new reward systems and policies.

Refreezing the organization

Assess (Step 1)

Reinforce company goals and mission Difficult due to uncertainty in business Top managers often slow to recognize need for strategic change Be aware of strategic dissonance

The top management of the GreenBucks Hills Coffee Company has just decided to serve beer and wine after 5pm at its 3000 retail outlets in the United States, in response to a perceived opportunity to attract customers between work hours and dinnertime. This is an example of which types of change.

Proactive change

Consumer behavior

Processes a consumer uses to make purchase decisions, as well as to use and dispose of purchased goods or services; also includes factors that influence purchase decisions and the product use.

Place

Product availability where and when consumers want them.

Company website: "We realize it is a privilege for our products to be invited into our customers' homes and we strive to exceed their expectations. State-of-the-art worldwide physical testing labs allow us to continually analyze the quality of our raw materials, construction methods, and finished products." - What kind of orientation?

Product-oriented

Determinants of Employee Performance

Productivity, Absenteeism, Turnover

Supportive leadership

Promotes a friendly work climate by focusing on subordinate needs and well-being

Social media

Promotion tools used to facilitate conversations among people online.

Motivational Factors

Promotional opportunities Opportunities for personal growth Recognition Responsibility Achievement Satisfaction and Dissatisfaction are not opposite ends of the same thing!

Directive leadership

Provides clarity and direction for subordinates.

S-O

Pursue opportunities that fit with company strengths

When Japanese workers start each day with the company song, this is an example of a(n) ______________.

RITUAL

Heroic leadership views

See leadership as the result of acts of great leaders who inspire and motivate others to accomplish extraordinary things.

Managing Ethically in Global Environment

Seek first to understand - avoid reflex judgements Find alternatives Conduct all business openly Do not violate your basic values

Substantiality

Segment must be large enough to warrant a special marketing mix.

Geodemographic segmentation

Segmenting potential customers into neighborhood lifestyle categories. Combines geographic, demographic, and lifestyle segmentation.

Identifiability and measurability

Segments must be identifiable and their size measurable.

Targeting

Selection of customer segments to reach through your marketing mix.

Maslow's Hierarchy of Needs

Self Actualization Self-esteem Love and belonging Safety and security Physiological needs

Theory Y Worker

Self directed Accepts responsibility Sees work as a natural desire

Two factors that increase awareness of individual differences =

Self-awareness - being aware of one's own behaviors, preferences, styles, biases, personalities, etc. Awareness of others - aware of behaviors, preferences, etc. of others

What are the 4 essential emotional intelligence competencies?

Self-awareness, social awareness, self-management, and relationship management

Mission statement: "Continuing the founder's legacy of commitment to consumers, community and children, we provide high-quality products while conducting our business in a socially responsible and environmentally sustainable manner."- What kind of orientation?

Societal

Exceptions slow down the responsiveness of your organization

Some of the tradeoffs in having control over an organization through centralization is:

Brokers

Someone who bridges structural holes which exist as gaps between individuals and groups without connections in networks.

______ within the marketing channel can provide efficiencies and economies of scale as channel members take on tasks that best utilize their expertise or strategic relationships.

Specialization or Division of labor

Effective Manager

Spends most of their time communicating to the people that report to them, as well as the people they report to.

Organization should ideally operate in ways that best serve all _______________ , the realities are that conflicting interests add to the ____________ faced by decision makers.

Stakeholders, complexity

Rites

Standardized and recurring activities used at special times to influence the behaviors and understanding of organizational members.

Contingency approaches

State that the relationship between leader behavior and leadership effectiveness depends on the situation.

Law of reciprocity

States that if someone does something for someone else it will invoke a sense of obligation to return the favor

Shared value view

States that organizations should create economic value in a way that also creates value for society.

Iron Law of Responsibility

States that when power imbalances get bad enough, forces are triggered that will rise up and take the power away (to restore power balances).

Position power

Stems from the formal hierarchy or authority vested in a particular role.

Which of the following statements is incorrect regarding subcultures?

Subcultures reflect groups with a unique pattern of values and philosophy that are inconsistent with the dominant culture of the larger organization or social system

WTO

Successor to GATT Only international global trade organization

Maintenance activities

Support the emotional life of the team as an ongoing social system.

When teams accomplish more than the total of their individual members' capabilities, what occurs?

Synergy

Rituals

Systems of rites

Complex adaptive systems

Systems that adapt and evolve in the process of interacting with dynamic environments.

Corporate Culture

T/F In a business setting, a firm's system of shared actions, values, and beliefs that develops within the company and guides the behavior of its members is called its __________.

When a team achieves its performance goals regarding quantity, quality, and timeliness of work results, the __________ characteristic of team effectiveness is being demonstrated.

TASK PERFORMANCE

Which statement about self-managing teams is most accurate?

THEY SHOULD LET MEMBERS PLAN AND CONTROL THEIR OWN WORK

Functional departmentalization refers to the grouping of individuals by skill, knowledge, and action.

TRUUUUU

Decoupling

Taking action to eliminate or reduce the required contact between conflicting parties.

Types of conflict

Task conflict Process conflict Relationship conflict

Which of the following is a key team input?

Team size, team composition, goals, rewards, and resources, the nature of the task.

Advantage of Teams

Teams improve: - Customer satisfaction - Product and service quality - Product development speed and efficiency - Employee job satisfaction - Employee involvement in decision making

synergy

Teams that work together synergistically produce extraordinary results teams are -generally- better than the individual (NOT ALWAYS)

Formal systems

Tell us what is to be done in organizations and how work processes are to be coordinated and structured. They represent the "rational" side of organizations that controls behavior and reduces uncertainty.

Groupthink

Tendency of members in highly cohesive groups to lose their critical evaluative capabilities.

Attribution theory

Tendency to judge observed behaviorhelps us understand how people perceive the causes of events, assess responsibility for outcomes, and evaluate the personal qualities of the people involved. -- It is concerned with internal causes: individual has control external causes: causes coming from an outside person

Felt conflict

Tension creates motivation to act

Intrapersonal conflict

Tension experienced within the individual due to actual or perceived pressures from incompatible goals or expectations.

Social construction of leadership

That leadership is constructed and produced in social and relational interactions among people acting in context.

Power

The ability of a person or group to influence or control some aspect of another person or group.

Collective intelligence

The ability of a team to do well on a wide variety of tasks

Referent power

The ability to alter another's behavior because the person wants to identify with you as the power source.

Connection power

The ability to call on connections and networks both inside and outside the organization for support in getting things done and in meeting one's goals

Reliability

The ability to perform the service right the first time.

Responsiveness (segmentation)

Unless segment responds to a marking mix differently, no separate treatment is needed.

Power wielders

Use power to advance their own interests without considering followers' needs.

Matrix departmentation

Uses both the functional and divisional forms simultaneously

Evidence-based management

Uses hard facts and empirical evidence to make decisions (One of best ways evidence-based thinking manifests itself in OB is through a contingency approach in which researchers identify how diff situations can best be understood and handled)

Upward referral

Uses the chain of command for conflict resolution. Problems are moved up from the level of conflicting individuals or teams for more senior managers to address.

Invisible

Values, underlying assumptions, and deep beliefs make up the ______ component of an organization's culture.

Team diversity

Variances in ability, experience, personality, etc.

Variable cost

Varies with change in level of output.

Diversity

Variety of demographic, cultural, and personal differences among people--including employees, customers, suppliers, etc.

______ is a clash of goals and/or methods that occurs between different levels in a marketing channel, most typically between the manufacturer and wholesaler or between the manufacturer and retailer.

Vertical conflict

The Question of Imitability

Ways imitation can be avoided: - Unique historical conditions - Causal ambiguity - Social Complexity

The implications of social identity theory

When organizations have strong identities formed around in-group and out-group categorizations based on diversity, this will work against a feeling of inclusion.

Consequences of decisions:

When organizations rely on unprogrammed decisions in certain and risk environments, there is a potential loss of efficiency. Conversely, use of programmed decisions in an uncertain environment often fails because choices made don't solve the problem or match the opportunity.

The research design

_____ specifies the research questions to be answered, how and when the data will be gathered, and how the data will be analyzed.

Price

What a buyer must give up in order to obtain a product. Price is the most flexible of the 4Ps (quickest to change) and often used as a competitive weapon.

Segmentation, differentiation

What are the twin pillars of marketing?

External Locus of Control

What happens to them is controlled by outside forces such as luck or chance

In a study whose purpose is to determine the market for a vitamin that is to be chewed like bubble gum, what is the first question to be answered before a sampling plan is selected?

What is the population or universe of interest?

Task activities

What team members and leaders do that directly contribute to the performance of important group tasks

Task conflict

What to do - Positive at low-moderate level

What are the questions you can ask to determine if a change has been successful? Select one or more:

What were the effects on the change agent? Did the change happen?What were the effects on the organization?

Channel

When Castrol Syntec, a premium motor oil, sought a new way to reach its young, car-passionate audience, the brand found its mark with video games. In its first-ever attempt at in-game advertising, Castrol Syntec found a way to show consumers (in a virtual world) the brand's power and performance. In the communication process, the game served as a(n) _____ for transmitting the message.

Ritual

When Japanese workers start each day with the company song, this is an example of a(n) _____

It will satisfy the segment's specific needs

Why is targeting a specific group of customers usually more successful than trying to appeal to everyone?

3 attitudinal foundations of integrative agreements

Willingness to trust, willingness to share information and willingness to ask concrete questions

Authoritative command

Win-Lose Strategy: A formal authority such as manager or team leader simply dictates a solution and specifies what is gained and what is lost by whom.

Competition

Win-Lose Strategy: A high-assertiveness and low-cooperativeness situation. One party achieves a victory through force, superior skill, or domination.

the firm is both customer driven and competitor driven.

With value-based pricing:

What is the best description of the context for organizational behavior today?

Work-life balance concerns are in

Which of the following statements about yield management systems (YMS) is true?

YMS are mathematically complex systems to make use of underutilized capacity and reduce the cost of perishability.

Relationship marketing

_____ is a strategy that focuses on keeping and improving relationships with current customers.

Customer value

_____ is defined as the relationship between benefits and the sacrifice necessary to obtain those benefits.

Spillover effect

Result when forces in their personal lives spill over to affect them at work or when forces at work spill over to affect their personal lives.

Mass merchandising

Retailing strategy using moderate to low prices on large quantities of merchandise and lower service to stimulate high turnover on products.

Discrepancy of quantity

The difference between the amount of product produced and the amount an end user wants to buy

Spatial discrepancy

The difference between the location of a producer and the location of widely scattered markets.

RBV of the Firm

Tangible assets -Balance sheet items - Bigger generally is better Intangible assets - Reputation - Employee morale - Learning culture Organizational Capabilities - Customer service - Supply chain management - Knowledge management

Which of the following statements best describes the typical target market?

Target markets change over time as consumers drop in or out of the market, and as tastes change.

Trade barriers

Tariffs Quotas Voluntary export restraints Government import standards Subsidies Customs classification

When a team achieves its performance goals regarding quantity, quality, and timeliness of work results, the _______ characteristic of team effectiveness is being demonstrated.

Task performance

When a team achieves its performance goals regarding quantity, quality, and timeliness of work results, what characteristic of team effectiveness is being demonstrated?

Task performance

Which of the following services would be most likely to exhibit strong credence qualities?

Tax return preparation

Conscientiousness

The degree to which someone is responsible, dependable, and careful. A conscientious person focuses on what can be accomplished and meets commitments; a person who lacks conscientiousness is careless, often trying to do too much and failing, or doing little. -- Plan ahead

Centralization

The degree to which the authority to make decisions is restricted to higher levels of management.

Autonomy

The degree to which workers have the discretion, freedom, and independence to decide how and when to accomplish their jobs

Leaders influence the culture of an organization by

React to problems or crises, Communicate and behave, Hire and fire individuals, Allocate rewards, What they pay attention to (customer satisfaction, profits, etc.)

How many shares can you own?

Really depends on the size of the company. In general, the smaller the company, the more shares you will probably own.

Employee Recognition Programs

Recognition is a powerful workplace motivator. Regarding behavior with recognition leads to repetition. Provide clear identification of behavior deemed worthy of recognition. Linking rewards to performance. Visibility of the recognition process.

A move from compliance to inclusion, because...

Recruit diverse members but had trouble keeping them

Idiosyncrasy credits

Refer to our ability to violate norms with others based on whether we have enough "credits" to cover the violation

Claiming

Refers to actions people take to assert their identity as a leader or follower.

Granting

Refers to actions people take to bestow an identity of a leader or follower onto another person.

Final purchase decision

Represents the end of the consumer purchase-decision process which details: from whom to buy, when to buy.

Legitimate power

Represents the formal hierarchical authority that comes from a position. It represents a belief that those holding certain positions have a right to prescribe behavior, and those reporting to the position have an obligation to follow. A form of position power

What Middle Managers Do

Resources, objectives, coordination, sub-unit performance, strategy implementation

Need recognition

The first step of the purchase-decision process. Result of an imbalance between actual and desired states.

T/F: Organizational socialization is the process by which organizational newcomers are transformed from outsiders to effect and participatory members of the organization and Management by Objectives (MBO) is a direct application of goal setting theory

True

T/F: radical changes or transformational change, results in a major overhaul of the organization or its component systems

True

The corporate uniforms worn by UPS and Federal Express delivery personnel are examples of cultural symbols

True

The observable culture includes the unique stories, ceremonies, and corporate rituals that make up the history of the firm or a group within the firm.

True

Test marketing

The limited introduction of a product and a marketing program to determine the reactions of potential customers in a market situation.

Strategic planning

The managerial process of creating and maintaining a fit between the organization's objectives and resources and evolving market opportunities. The goal is long-term profitability and growth.

Public relations

The marketing function that evaluates public attitudes, identifies areas within the organization that the public may be interested in, and executes a program of action to earn public understanding and acceptance.

Product offering

The mix of products offered to the consumer by the retailer; also called the product assortment or merchandise mix.

Planned obsolescence

The practice of modifying products so those that have already been sold become obsolete before they actually need replacement.

Revenue

The price charged to customers multiplied by the number of units sold.

Customer relation management process

The prioritization of a firm's marketing focus on different customer groups according to each group's long-term value to the company or supply chain; designed to identify and build relationships with good customers.

Diffusion

The process by which the adoption of an innovation spreads.

Decision making

The process of choosing among alternative courses of action

Organizational design

The process of choosing and implementing a structural configuration.

Innovation

The process of creating new ideas and putting them into practice.

Segmentation

The process of dividing a market into meaningful, relatively similar, identifiable segments or groups.

Benefit Segmentation

The process of grouping customers into market segments according to the benefits they seek from the product.

Negotiation

The process of making joint decisions when the parties involved have different preferences.

Marketing research

The process of planning, collecting, and analyzing data relevant to a marketing decision.

Logistics

The process of strategically managing the efficient flow and storage of raw materials, in-process inventory, and finished goods from point of origin to point of consumption.

Demand

The quantity of a product that will be sold in the market at various prices for a specific period.

Bargaining zone

The range between one party's mini- mum reservation point and the other party's maximum reserva- tion point.

Zone of indifference

The range of authoritative requests to which a subordinate is willing to respond without subjecting the directives to critical evaluation or judgment.

Product (4 Ps)

The starting point of the 4 Ps. Product may include the physical unit, packaging, warranty, service, brand, image, value, etc.

need recognition, information search, evaluation of alternatives, purchase, postpurchase behavior

The steps of the consumer decision-making process, in order, are:

The performance advantages of teams over individuals are most evident in all of the following cases EXCEPT:

When a conservative decision is required.

Local adaptation

When a multinational company modifies its rules, guidelines, policies, and procedures to adapt to differences in foreign customers, governments, and regulatory agencies

Global consistancy

When a multinational company uses the same rules, guidelines, policies, and procedures across all the countries they work in

Structural differentiation

When different teams and work units pursue different goals with different time horizons

When to use COMPROMISE

When goals are important but not worth the effort/disruption of more assertive approach

Instrumental

When individuals respond to power because they want to obtain a reward or avoid punishment, they are being

Target markets change over time as consumers drop in or out of the market, and as tastes change.

Which of the following statements best describes the typical target market?

undifferentiated targeting strategy

a marketing approach that views the market as one big market with no individual segments and thus uses a single marketing mix

perceptual mapping

a means of displaying or graphing, in two or more dimensions, the location of products, brands, or groups of products in customers' minds

inflation

a measure of the decrease in the value of money, expressed as the percentage reduction in value since the previous year

keiretsu

a network of interlocking corporate affiliates

value

a personal assessment of the net worth one obtains from making a purchase, or the enduring belief that a specific mode of conduct is personally or socially preferable to another mode of conduct

market orientation

a philosophy that assumes that a sale does not depend on an aggressive sales force but rather on a customer's decision to purchase a product; it is synonymous with the marketing concept

production orientation

a philosophy that focuses on the internal capabilities of the firm rather than on the desires and needs of the marketplace

straight rebuy

a situation in which the purchaser reorders the same goods or services without looking for new information or investigating other suppliers

Extrinsic rewards

are positively valued work outcomes that are given to the individual by some other person. - contrived rewards: like pay increases and cash bonuses. These rewards have direct costs and budgetary implications. - natural rewards: verbal praise and recognition. These have no real cost other than the time and effort expended to deliver them.

Judgmental Heuristics

are simplifying strategies or "rules of thumb" used to make decisions -- easier to deal with uncertainty and the limited information common to problem situations. (availability, representativeness, anchoring/adjustment)

Nonprogrammed decisions

are specifically crafted or tailored to fit a unique situation. They address novel or unexpected problems that demand a special response— one not available from a decision inventory. ex: respond to intro of new product by foreign competitor

Emotions

are strong positive or negative feelings directed toward someone or something usually intense and not long lasting always associated with a source

Intrinsic rewards

are valued outcomes received as internal enjoyment of task performance -- Think of them as the reasons we do things just to enjoy them—play a sport, listen to certain music, and even do certain jobs -- We give them to ourselves.

Vroom's Expectancy Theory (3) (Process theory)

argues that work motivation is determined by individual beliefs regarding effort-performance relationships and work outcomes. In expectancy theory, a person is motivated to the degree that he or she believes 1) effort will yield acceptable performance (expectancy), 2) performance will be rewarded (instrumentality), 3) the value of the rewards is highly positive (valence)

Emotions and moods as personal affects are known to influence _______.

attitudes

Deep-level diversity

attributes such as personality/values

self serving bias

attributing internal factors for success and external, uncontrollable factors for failure

The representativeness heuristic

bases a decision on similarities between the situation at hand and stereotypes of similar occurrences EX: is the team leader who selects a new member, not because of any special qualities of the person but because the individual comes from a department known to have produced high performers in the past.

ethics

behavior that conforms to accepted professional and personal standards of conduct

An individual or team that must deal with limited information and substantial risk is most likely to make decisions based on ______.

behavioral decision theory

The ______ decision model views individuals as making optimizing decisions, whereas the ______ decision model views them as making satisficing decisions.

behavioral/judgmental heuristics

Self-esteem

belief about one's own worth based on self evaluation (self concept shows here)

locus of control

belief that life is controlled by oneself vs external forces

When someone has a high and positive expectancy in expectancy theory of motivation, this means that the person ______.

believes he or she can meet performance expectations

ethical behavior

bosses' actions are the most important factor in this

If a manager redesigns a job through vertical loading, she would most likely ______.

bring higher-level or managerial responsibilities into the job

T/F: With the size advantage, larger firms often have a single dominant culture with a universal set of shared actions, values, and beliefs

false

T/F: a subculture has a pattern of values and philosophy that outwardly rejects the surrounding culture of the larger organization or social system

false

The major advantages of which of the following types of departmentalization are its flexibility in attending to the specific needs of different regions of the world?

geographic divisional

Employee stock ownership plans (ESOPs)

give stock to employees or allow them to purchase stock at special prices -- The incentive value is like the stock options: Employee owners are expected to work hard so that the organization will perform well, the stock price will rise, and, as owners, they will benefit from the gains.

Team performance is not a danger of suffering when:

goals are well designed

Team performance is not in danger of suffering when

goals are well designed.

accessory equipment

goods, such as portable tools and office equipment, that are less expensive and shorter-lived than major equipment

Display rules

govern the degree to which it is appropriate to display emotions (informal cultural standards)

Companies that ____________ experience the greatest benefits of workforce diversity.

have learned to employ people because of their differences

National cultures may best be understood in terms of..

in terms of cluster maps or collages that combine multiple dimensions. For example, high power distance and collectivism are often found together, as are low power distance and individualism.

Motivator factors

in the job content are sources of job satisfaction-- what people actually do in their work. (achievement, recognition, work itself, responsibility, advancement, growth) * When motivator factors are minimal, low job satisfaction decreases motivation and performance * When motivator factors are substantial, high job satisfaction raises motivation and performance

Fundamental attribution error

overestimates internal factors and underestimates external factors as influences on someone's behavior EX: When executives were asked to attribute causes of poor performance among their subordinates, they most often blamed internal deficiencies of the individual—lack of ability and effort, rather than external deficiencies in the situation—lack of support.

team identification

people who identify strongly w/ a team generally feel secure, valued, and supported by other team members. JV teams: "we will succeed together, we will fail together"

The hindsight trap

is a tendency to overestimate the degree to which an event that has already taken place could have been predicted (risk = may foster feelings of inadequacy or insecurity in dealing with future decision situation)

Social identity theory

is a theory developed to understand the psychological basis of discrimination. -- individuals have not one but multiple "personal selves." Which self is activated depends on the group with which the person identifies. The mere act of identifying, or "categorizing," oneself as a member of a group will generate favoritism toward that group, and this favoritism is displayed in the form of "in-group" enhancement. This in-group favoritism occurs at the expense of the out-group.

Ecological fallacy

is acting with the mistaken assumption that a generalized cultural value applies equally to all members of the culture

Distress

is destructive stress that is dysfunctional for the individual -- Key symptoms of indi- viduals suffering distress are changes from regular attendance to absenteeism, from punctuality to tardiness, from diligent work to careless work, from a positive attitude to a negative one. -- Outcomes= Job burnout, - More extreme reactions to distress = bullying of co-workers and even workplace violence. - It is also clear that too much stress can overload and break down a person's physical and mental systems, resulting in absenteeism, turnover, errors, accidents, dissatisfaction, reduced performance, unethical behavior, and even illness.

Emotional dissonance

is inconsistency between emotions we feel and those we try to project * Deep acting occurs when someone tries to modify his feelings to better fit the situation * Surface acting occurs when someone hides true feelings while displaying very different ones

The affective events theory

is one way of summarizing how emotions and moods end up influencing human behavior in organizations The basic notion of the theory is that day-to-day events involving other people and situations end up having an impact on our emotions and moods . They, in turn, influence our job performance and satisfaction

Framing error

is solving a problem in the context perceived. -- occurs when managers and teams evaluate and resolve a problem in the context in which they perceive it—either positive or negative.

Relationship management

is the ability to establish rapport with others to build good relationships

Emotional empathy

is the ability to feel what the other person is experiencing in a particular situation

Self-awareness

is the ability to understand our emotions and their impact on us and others

Operant conditioning

is the control of behavior by manipulating its consequences (learning by reinforcement) working overtime is behavior, praise from boss is consequence

Long-term/short-term orientation

is the degree to which a culture emphasizes long-term or short-term thinking. - It reflects the degree to which people and organizations adopt long- term or short-term performance horizons. South Korea is high on long-term orienta- tion, whereas the United States is a more short-term-oriented country.

Distributive justice

is the degree to which all people are treated the same under a policy EX: a sexual harassment case, this might mean that a complaint filed by a man against a woman would receive the same consideration as one filed by a woman against a man.

Commutative justice

is the degree to which exchanges and transactions are considered fair EX: sexual harassment, commutative justice is present when everyone involved perceives themselves as having full access to all the available facts and information.

Interactional justice

is the degree to which people are treated with dignity and respect in decisions affecting them EX: a sexual harassment case, may mean that both the accused and accusing parties believe they have received a complete explanation of any decision made.

Procedural justice

is the degree to which rules are always properly followed to implement policies. EX: a sexual harassment case, this may mean that required formal hearings are held for every case submitted for administrative review.

Reinforcement

is the delivery of a consequence as a result of behavior. -- Managing reinforcement properly can change the direction, level, and persistence of an individual's behavior. ties to classic psychology

Universal design

is the practice of designing products, buildings, public spaces, and programs to be usable by the greatest number of people. -- It is the most visible changes made from the ADA have been in issues of universal design.

Expectancy

is the probability that work effort will be followed by performance accomplishment -- Expectancy would equal zero if the person felt it were impossible to achieve the given performance level; it would equal one if a person were 100 percent certain that the performance could be achieved.

Attribution

is the process of creating explanations for events. - It is one of the ways in which perception exerts its influence on behavior.

Goal setting Theory: (Process theory)

is the process of developing, negotiating, and formalizing the targets or objectives that a person is responsible for accomplishing

Job design, and the best job design: (3)

is the process of specifying job tasks and work arrangements -- The "best" job design is one that 1. meets organizational performance requirements 2. offers a good fit with individual skills and needs 3. provides opportunities for job satisfaction.

Impression management

is the systematic attempt to influence how others perceive us (One of the most powerful forces in impression management today might be the one least recognized—how we communicate our presence in the online world of social media)

Knowing when to quit: Escalating commitment

is the tendency to continue a previously chosen course of action even when feedback suggests that it is failing Escalating commitments are a form of decision entrapment that leads people to do things that the facts of a situation do not justify. This is one of the most difficult aspects of decision making to convey to executives because so many of them rose to their positions by turning losing courses of action into winning ones.

Organizational behavior modification

is the use of extrinsic rewards to systematically reinforce desirable work behavior and discourage undesirable behavior. - It involves the use of four basic reinforcement strategies

Valence

is the value to the individual of various work outcomes -- scales from 1 (very undesirable outcome) to 1 (very desirable outcome).

Work sharing

is when employees agree to work fewer hours to avoid layoffs EX: workers in some organizations agreed to voluntarily reduce their paid hours worked so that others would not lose their jobs.

Affective events theory shows how one's emotional reactions to work events, environment, and personal predispositions can influence _______.

job satisfaction and performance

Self Efficacy

the person's belief that he or she can perform adequately in a situation * associated with the concept of self-efficacy are such terms as confidence, competence, and ability

component lifestyles

the practice of choosing goods and services that meet one's diverse needs and interests rather than conforming to a single, traditional lifestyle

Perception

the process by which people select, organize, interpret, retrieve, and respond to information from the world around them -- It is a way of forming impressions about ourselves, other people, and daily life experiences. -- Serves as a screen or filter through which information passes before it has an effect on people.

market segmentation

the process of dividing a market into meaningful, relatively similar, and identifiable segments or groups

benefit segmentation

the process of grouping customers into market segments according to the benefits they seek from the product

internal information search

the process of recalling past information stored in the memory

external information search

the process of seeking information in the outside environment

Attribution Theory

the processes by which individuals explain the causes of behavior and events. Attributing internal factors for success and external/ uncontrollable factor for failure. If a person gets promoted, it is because of her ability and competence whereas if she does not get promoted, it is because her manager does not like her

Affect

the range of feelings in the forms of emotions and moods that people experience

If a new team leader changes tasks for persons on his or her work team mainly "because I would prefer to work the new way rather than the old," she may be committing a perceptual error known as ____________.

projection

Title VII of the Civil Rights Act of 1964

protects individuals against employment discrimination on the basis of race and color, as well as national origin, sex, and religion. -- Also prohibits employment decisions based on stereotypes and assumptions about abilities, traits, or the performance of indi- viduals of certain racial groups.

applied research

research that attempts to develop new or improved products

The Question of Rareness

resources/capabilities shared by lots of firms in an industry cannot be create SCA

how to manage diversity

respond to those differences in ways that ensure employee retention and greater productivity while, at the same time, not discriminating

With the meteoric rise of Apple after Steve Jobs; return to CEO, many people predicted significant troubles for Apple without its iconic leaders. Furthering this notion, Apple experience some struggles with a lack of new product offerings and a faulty map application. Many of these performance troubles were attributed to Jobs' successor, Tim Cook. This attribution of both success and failure to the leader of the organization is an example of what?

romance leadership

Post Properties is a company that manages apartments in various communities. It is concerned with a glut of apartments in Atlanta, Orlando, and Dallas. Its market researcher begins by examining the rental markets in the Southeast, the history of apartment buildings, local economies, competitive rents, and ownership—all information that was on hand and did not require any new research to locate. The market researcher looked at:

secondary data.

psychographicsegmentation

segmenting markets on the basis of personality, motives, lifestyles, and geodemographics

geodemographicsegmentation

segmenting potential customers into neighborhood lifestyle categories

What are the questions you can ask to determine if a change has been successful on a long-term level?

select all 3- what were the effects on the change agent? what were the effects on the organization? did the change happen?

Imagine that you are planning a fund raising party for after the symphony, and you need a life-size grand piano cake. Or, you are a developer proposing a new shopping center to a group of investors, and you want to serve a cake shaped like an architectural rendition of the center. Is this impossible? No, you just need to contact Cecilia Villaveces Cakes. She actually built a life-size grand piano for a gala in Macon, Georgia. You can expect to pay anywhere from $75 to $10,000 for one of Cecilia's artistic creations, depending on complexity of design and size. She uses only the best ingredients, and no two cakes are ever quite alike. Although many factors determine the prices charged by Cecilia Villaveces Cakes, the two primary determinants are:

the demand for the good and the cost to the seller.

Market Opportunity Analysis (MOA)

the description and estimation of the size and sales potential of market segments that are of interest to the firm and the assessment of key competitors in these market segments.

Prejudice

the display of negative, irrational, superior opinions and attitudes toward diff people -Nature vs. nurture - likely that these two forces act in combination, with heredity setting the limits and environment determining how a person develops within them

societal marketing orientation

the idea that an organization exists not only to satisfy customer wants and needs and to meet organizational objectives but also to preserve or enhance individuals' and society's long-term best interests

business marketing (industrial, business- to-business, B-to-B, or B2B marketing)

the marketing of goods and services to individuals and organizations for purposes other than personal consumption

T/F: Legitimate power, or formal hierarchical authority, stems from the extent to which a manager can control subordinates' behavior because they believe the boss has the right to do so.

True

Angela and Dominic own Cincy by the Slice pizzeria. They are interested in keeping track of the number of mentions their store receives on sites like Twitter and Facebook, but they are unsure of which steps to take next. Which of the following resources would best meet their needs?

A listening platform with key word report capabilities

Supply chain management

A management system that coordinates and integrates all of the activities performed by supply chain members into a seamless process, from the source to the point of consumption, resulting in enhanced customer and economic value.

Supplementary service

A group of services that support or enhance the core service.

Policy

A guideline for action that outlines important objectives and broadly indicates how an activity is to be performed.

Self-managing teams

A high-involvement workgroup design empowered to make decisions to manage themselves in day-to-day work. (They should let members plan and control their own work)

Powerlessness

A lack of autonomy and participation. It occurs when power imbalances make people feel that they have no option but to do what others say.

What First-line Managers Do

Non-managerial worker supervision, teaching and training, scheduling, facilitation

With regards to decision-making, what should the best teams do?

Not limit themselves to just one decision-making method, using it over and over again regardless of circumstances.

Approach-avoidance conflict

Occurs when a person must decide to do something that has both positive and negative consequences.

Person-role conflict

Occurs when a person's values and needs come in to conflict with role expectations.

Internalization

Occurs when an individual accepts influence because the induced behavior is congruent with their value system.

Hierarchical thinking

Occurs when hierarchical systems create positions of superiority and inferiority in organizations

Teamwork

Occurs when team members live up to their collective accountability for goal accomplishment.

Inter-role conflict

Occurs when the expectations of two or more roles held by the same individual become incompatible, such as the conflict between work and family demands.

Performing stage

Of team development, sometimes called total integration, marks the emergence of a mature, organized, and well-functioning team.

National Culture

Shared values and attitudes Shapes behavior and beliefs about what is important May have more influence on an organization than the organization culture

Distributed leadership

Shares responsibility among members for meeting team task and maintenance needs; Sees leadership as a group phenomenon that is distributed among individuals.

Herzberg's Two-factor theory (Motivator-hygiene theory): (2) (Content/Needs Theory)

asking times they felt exceptionally good vs bad about their jobs 1. Motivator factors: (content) primary causes of job satisfaction 2. hygiene factors: (context) primary causes of job dissatisfaction. -- A controversial point in the two-factor theory is Herzberg's belief that job satisfaction and job dissatisfaction are separate dimensions.

Criteria questions: (4)

assess a decision in terms of utility, rights, justice & caring --> ■ Utility—Does the decision satisfy all constituents or stakeholders? ■ Rights—Does the decision respect the rights and duties of everyone? ■ Justice—Is the decision consistent with the canons of justice? ■ Caring—Is the decision consistent with my responsibilities to care?

Projection

assigns personal attributes to other individuals. -- occurs during the interpretation stage - A classic error = projecting your needs, values, and views onto others. This causes their individual differences to get lost. Such projection errors can be controlled through a high degree of self-awareness and empathy—the ability to view a situation as others see it.

customersatisfaction

customers'evaluationofa good or service in terms of whether it has met their needs and expectations

Job enlargement

increases task variety by combining into one job two or more tasks that were previously assigned to separate workers -- Sometimes called horizontal loading, this approach increases job breadth by having the worker perform more and different tasks, but all at the same level of responsibility and challenge. (can reduce motivation)

motivation factors

intrinsic and related to satisfaction. promotional opportunities, personal growth, recognition

Organizational politics

involve efforts by organizational members to seek resources and achieve desired goals through informal systems and structures. They represent how people get ahead, how they gain and use power, and how they get things done ( for good and bad) in organizations.

Risk management (3)

involves anticipating risks and factoring them into decision making 1. strategic risks—threats to overall business success 2. operational risks— threats inherent in the technologies used to reach business success. 3. reputation risks—threats to a brand or to the firm's reputation.

Personal conception traits

show up as personal beliefs and orientations toward settings and issues Include: locus of control, proactive personality, authoritarianism/dogmatism, machiavellianism, self-monitoring

What do leaders wants in their people?

• Character What we do when nobody is looking! • Benevolence vs. Selfishness Giving to others' basic needs without having as my motive personal reward • Boldness vs. Fear Confidence to say or do what is true, right, and just • Dependability vs. Inconsistency Fulfilling what I consented to do , even if it means unexpected sacrifice • Diligence vs. Laziness Investing all my time • Endurance vs. Despair The inward strength to withstand stress and do my best • Enthusiasm vs. Apathy Expressing joy in each task as I give my best effort • Flexibility vs. Stubbornness Willingness to change plans or ideas without getting upset • Honor vs. Disrespect Respecting others because of their worth as human beings • Loyalty vs. Unfaithfulness Using difficult times to demonstrate my commitment to those I serve • Wisdom vs. Foolishness Making practical applications of truth in daily decisions

What are some common work stressors?

■ Task demands—being asked to do too much or being asked to do too little ■ Role ambiguities—not knowing what one is expected to do or how work performance is evaluated ■ Role conflicts—feeling unable to satisfy multiple, possibly conflicting, performance expectations ■ Ethical dilemmas—being asked to do things that violate the law or personal values ■ Interpersonal problems—experiencing bad relationships or working with others with whom one does not get along ■ Career developments—moving too fast and feeling stretched; moving too slowly and feeling stuck on a plateau ■ Physical setting—being bothered by noise, lack of privacy, pollution, or other unpleasant working conditions