business 1003 chapter 9 quiz 2

Which of the following is NOT one of the current trends in business management today?

application of the expectancy theory

Which of the following is NOT a form of variable pay?

commissions

As a believer in the Theory Y style of management, Stacey Lovett believes in all of the following EXCEPT:

constant and close supervision

Based on the expectancy theory, managers who want to motivate their employees should:

determine the rewards valued by each employee

According to Theory X, workers _____ their work.

dislike every facet of

Theories X and Y management styles are the result of studies by:

douglas mcgregor

The equity theory is concerned with:

how fairly a worker is treated compared to coworkers

In Herzberg's model, which of the following would be an example of a hygiene factor?

supervision

_____ is the gap between what is and what is desired, and _____ is the gap between what is and what is required.

a want; a need

_____ proposed a theory of motivation based on universal human needs.

abraham maslow

All the accounting personnel at a large construction company work 10 hour days Monday through Thursday and then get a three-day weekend. This construction company permits _____ for its accounting department.

a compressed work week

_____ is the gap between what is and what is required.

a need

An example of a provider of exceptional customer service is L.L. Bean, Inc. One of its employees actually drove 500 miles from Maine to New York to deliver a canoe to a customer who was leaving on a trip. The employee was able to perform this task with the support of L.L. Bean because the catalog retailer believes strongly in:

empowerment

Jan Carlzon, former president of Scandinavian Airlines (SAS), has said that one of the greatest fears executives have is that employees will "give away the store" to satisfy complaining customers. From this statement, it would appear that Carlzon was opposed to:

empowerment

The _____ is a theory that is concerned with workers' perception about how fairly they are treated compared with their coworkers.

equity theory

The idea that employees are motivated by their expectations, or estimates of chances for reward, is called the _____ theory

expectancy

Motivation and maintenance factors are essential parts of a job-satisfier theory formulated by:

frederick herzberg

The father of scientific management was:

frederick taylor

Which of the following statements about forms of variable pay are true?

gain-sharing is a motivational plan based on group productivity

_____ are incentive programs based on group productivity. Employees share in the financial gains attributed to the increased productivity of their group.

gain-sharing plans

According to Herzberg, to keep a worker satisfied or motivated, the manager should:

give recognition to employee

Given the trend toward employee empowerment in the workplace, more and more employees are finding the _____ theory useful.

goal-setting

_____ theory is based on the premise that an individual's intention to work toward a goal is a primary source of motivation.

goal-setting

Spring Airlines is a small budget airline that is based in China. Due to the unfamiliarity of this mode of transportation in China, Spring's employees are often attacked by unhappy customers who demand compensation for flight delays. According to Herzberg, these attacks by passengers would be an example of a _____ factor.

hygiene

In Herzberg's theory, salary is an example of a(n):

hygiene facotr

One criticism of Herzberg's motivator and hygiene theory is that it:

ignores the impact of situational variables

Managers can use equity theory to:

improve worker satisfaction

_____ is the expansion of the number of tasks and variety of tasks performed by a worker.

job enlargement

_____ is the horizontal expansion of an employee's job.

job enlargement

_____ is the vertical expansion of an employee's job.

job enrichment

_____ helps employees at Rocky Mountain Surgical Associates PC, Denver, reduce the stress and disruption that employee vacation schedules and new worker training can cause in a small practice. Most of the nine staff members at the three-physician surgical group are trained to handle three job functions. According to the office manager, "The billing clerk can be the receptionist if necessary; so can the surgical scheduler or the medical assistant, which helps keep operations running smoothly when someone is out, or the practice has to train someone new."

job rotation

Anton Sudavarian works as a receptionist for a medical clinic from 8 a.m. until 12 noon five days a week. At noon, he is replaced by Louise Cho who works at the same job from noon until 5 p.m. What kind of a work scheduling option is being used by Sudavarian and Cho?

job sharing

The original Hawthorne studies were set up to study:

lighting

According to Theory Y, workers _____ their work.

like delegation and responsibility in

The Theory Z style of management emphasizes:

long-term employment

Bart Pietz works as a paramedic. Because he has just worked a plane crash and has been 20 hours without rest, he is extremely sleepy. Pietz needs to satisfy his _____ need.

physiological

According to Herzberg, hygiene factors are:

potential job dissatisfers

_____ are based on overall company profitability. Using an established formula, management distributes some portion of company profits to all employees.

profit-sharing plans

Which of the following is NOT a need identified in Maslow's hierarchy of needs?

psychological needs

When faced with an employee performance problem, managers tend to experience two primary emotions: anxiety and anger; anxiety, because the situation often leads to conflict, and anger because the manager realizes, "I did not create this problem. The employee did." No matter how well an attendance policy is written, there are those who will abuse it or push the limits. _____ theory can be used to acknowledge positive behavior with rewards and encourage others to improve their sub-par performance.

reinforcement

In Herzberg's model, which of the following would be an example of a motivating factor?

responsibility

At Children's Hospital in Denver, good attendance is encouraged by recognizing staff members who have not missed work in the previous three months. At three-month intervals, at staff meetings, the names of those who have not missed work that quarter are announced. These employees are given ribbons of excellence, perfect attendance pins, prizes, tote bags, alarm clocks, gift certificates or movie tickets. As an added incentive, the person with the longest record of perfect attendance is allowed to choose first from the list of "gifts." This is an example of how _____ are used in association with the ______ theory.

rewards; reinforcement

Julia Li is a low-level manager for a manufacturer of collectible plates and figurines. She is assigned new jobs every few months so she can learn all aspects of her company's operations. Management is utilizing the concept of job _____ in training Li.

rotation

According to Maslow, people need to feel secure, to be protected from physical harm, and to avoid the unexpected. These needs are called _____ needs.

safety

An employee who was more worried about having a safe work environment and a financially sound pension plan than anything else would be most concerned with which of the needs in Maslow's hierarchy of needs?

safety needs

Which of the following is NOT an example of a job satisfier?

salary and fringe benefits

When Maslow wrote, "A musician must make music, an artist must paint, a poet must write, if he is to be at peace with himself. What a man can be, he must be," he was more than likely referring to man's:

self-actualization needs

In Maslow's theory, the need to belong to informal social groups both on and off the job is an example of _____ needs.

social

According to expectancy theory, the probability of an individual acting a particular way depends on the strength of the individual's belief that:

the act will have a particular outcome and on whether the individual values that outcome

Elton Mayo, America's first industrial psychologist, was responsible for formulating:

the explanation of the hawthorne effect

A group of management consultants is studying OGSI Manufacturing and its team management strategy. Once Pete Jazoni's work group was selected for special attention by the management consultants, the work group's production output nearly doubled. Jazoni's group's reaction to the special attention is an example of:

the hawthorne effect

According to _____, workers respond to attention from superiors, and they like their opinions to be valued.

the hawthorne effect

Safeway Stores has installed dashboard computers in their trucks to monitor the delivery truck drivers as they work their routes. Safeway is checking on drivers to make sure they are working. This mistrust of employees derives from trust in the veracity of:

the theory x style of management

When nurses at Children's Memorial Medical Center were asked what makes a great place to work. They responded with, "Great places to work have leaders that listen to staff feedback and act upon it. At great places to work, staff value developing their job expertise, actively support teamwork, are passionate about providing quality service, and are not afraid to take risks and try innovative approaches. Mutual respect is the interpersonal chemistry that produces a collegial environment that inspires excellence at great places to work." From this information, it appears that the nurses would also appreciate a _____ approach to management.

theory y

According to Herzberg, _____ factors must be present to prevent work dissatisfaction, but these factors cannot serve as a source of satisfaction or motivation.

hygiene

Fourteen million office workers in the US have their online activities under constant surveillance, according to the Denver-based Privacy Foundation. Worldwide, it reckons the number of employees under such surveillance totals around 27 million people.According to the foundation's Workplace Surveillance Project the low cost of snooping technology is the main reason why employers are employing a _ approach to management.

theory x

Wes Johnston overheard his manager say, "Work is as natural as play, and workers seek more job responsibility." This statement supports:

theory y assumptions

According to equity theory, if employees perceive that an inequity exists, they may:

look at the situation from a different perspective; change their work habits; quit the job; and distort their perceptions of themselves

_____ is something that prompts an individual to release his or her energy in a certain direction.

motivation

An article on the health care industry revealed several assumptions that health care administrators have adopted during the last decade. The administrators assume their (1) employees have several interests other than work and will work only to the degree necessary. (2) employees will accept additional responsibilities only if they receive rewards, and (3) employees exhibit little loyalty and will leave employment for reasons that are in their short-term interest. These assumptions lead support to the _____ approach to management.

the theory x style of management

Which of the following statements about Theory Z style of management is true?

theory z contains many elements from japanese management

_____ is responsible for identifying the Theory Z style of management.

william ouchi

Frederick Taylor's scientific management emphasized:

work efficiency

A company that is experimenting with flextime, telecommuting, and job sharing is interested in:

work-scheduling options needed to retain quality employees

According to the Hawthorne effect,:

workers respond to being paid attention to