Test 3
Motivating oneself
-a person's ability to remain optimistic and to continue striving in the face of setbacks, barriers, and failure
Empathy
-a person's ability to understand how others are feeling even without being explicitly told
Extraversion
-a person's comfort level with relationships
Bundling Strategy
-grouping several products together to be sold as a single unit at a reduced price, rather than individually
Psychological Pricing
-pricing tactic that takes advantage of the fact that consumers do not always respond rationally to stated prices
Cost-Oriented Pricing
-pricing that considers the firm's desire to make a profit and its need to cover production costs Selling price = Seller's costs + Profit
Openness
-reflects how open or rigid a person is in terms of his or her beliefs
Positive Reinforcement
-reward that follows desired behaviors
Psychological Contract
-set of expectations held by an employee concerning what he or she will contribute to an organization (referred to as contributions) and what the organization will in return provide the employee (referred to as inducements)
Management by Objectives (MBO)
-set of procedures involving both managers and subordinates in setting goals and evaluating progress
Price Lining
-setting a limited number of prices for certain categories of products
Penetration Pricing
-setting an initially low price to establish a new product in the market
Hawthorne Effect
-tendency for productivity to increase when workers believe they are receiving special attention from management
Pricing Objectives
-the goals that sellers hope to achieve in pricing products for sale-profit-maximizing, market share
Profit-Maximizing Objectives
-the seller's pricing decision is critical for determining the firm's revenue, which is the result of the selling price times the number of units sold Revenue = Selling price × Units sold
Classical Theory of Motivation
-theory holding that workers are motivated solely by money
Hierarchy of Human Needs Model
-theory of motivation describing five levels of human needs and arguing that basic needs must be fulfilled before people work to satisfy higher-level needs
Two-Factor Theory
-theory of motivation holding that job satisfaction depends on two factors, hygiene and motivation
Which of the following BEST describes the situational approach to leadership?
A leader's behavior changes depending on the circumstances or the setting
Which of the following BEST describes arbitration?
A method for resolving a labor dispute in which both parties submit to the judgement of a neutral third party
What is intention?
A person's beliefs and feelings about specific ideas, situations, or people that guide his or her behavior
Which of the following BEST describes positive reinforcement?
A reward given to employees who exhibit desired behaviors
Which of the following is the BEST description of demographic segmentation?
A segmentation strategy that uses characteristics such as age, income, or zip code to identify different market segments
Which of the following BEST describes job analysis?
A systematic analysis of jobs within an organization
Which of the following BEST defines Maslow's hierarchy of human needs model?
A theory of motivation describing five levels of human needs and arguing that basic needs must be fulfilled before people work to satisfy higher-level needs
Eric is on the fast track at the law firm where he works. He is always the first one in the office in the morning, the last one to leave at night, and he has more billable hours than any other associate in the firm. He is determined to become a partner in the law firm within the next couple of years. According to McClelland's acquired needs theory, which need would appear to be the most important to Eric?
Achievement
A manager who sets very high goals and expects a great deal from his employees because he believes they are capable is using which type of leadership?
Achievement-oriented leader behavior
With regard to two-factor theory, which of the following combinations matches the presence of both required factors?
Advancement and working conditions
allow(s) employers who wish to hire employees from minority groups currently underrepresented in an organization to make proactive attempts to do so.
Affirmative Action
You have an employee who has been missing work lately due to abuse of alcohol, to which he admits, but he is claiming it as a disability and therefore asserting he cannot be disciplined or fired for drinking that occurs off the job. Before you call an attorney, which law would be your BEST choice to review?
Americans with Disabilities Act
EasyBoard has just bid a large government contract, and winning the contract would allow them to hire additional employees and provide more competitive pay and benefits to all employees. However, part of the bid process asks EasyBoard to submit a written plan that spells out employment goals for underused groups and how those goals will be met. What is the government asking for in this bid process?
An affirmative action plan
Celeste, a human resource manager, posts an open job in the organization on Monster.com. In doing this, Celeste is performing which of the following functions of human resource management?
Recruiting
Which of the following BEST describes a power based on identification, imitation, loyalty, or charisma?
Referent power
Which of the following is the basis of transactional leadership?
Regular, structured activities
Value Package
a product is marketed as a bundle of value-adding attributes, including a reasonable cost
Cyndi knows that her company expects her to come to work on time every day and perform to the best of her ability. In return, Cyndi expects fair pay, good benefits, and a safe and comfortable work environment. This is an example of ________________.
a psychological contract
Which theory of motivation states that workers are motivated solely by money?
Scientific management
Which of the following supports the idea that appropriate leader behavior should vary based on circumstances?
Situational approach to leadership
Joan knows not to come to her boss's meetings late because when her coworkers were late she had to witness her boss yelling at them. Joan has benefitted from which of the following?
Social learning
Personality is
a set of psychological attributes that makes an individual unique
In response to growing consumer demand for environmentally friendly products, a retailer of men's clothing offers a selection of vegan and leather-free footwear and carries only items that meet a strict set of environmental standards. This would BEST reflect which element of the company's external environment?
Sociocultural environment
Which of the following factors is associated with decision making where little ambiguity exists among choices?
State of certainty
Which of the following factors is associated with decision making where the decision maker is unaware of all possibilities or the risks associated with each?
State of uncertainty
Which of the following is the step in the rational decision making process when a manager recognizes and defines a decision situation?
Step 1
In which step of the rational decision-making process does the manager follow up and evaluate the effects of the chosen alternative?
Step 6
is a leader's ability to comprehend and take advantage of the intricacies of the internal and external environments in order to become more competitive.
Strategic leadership
Which of the following is the first step in the marketing research process?
Study the current situation.
Julie is worried because she must take time off to be with her son during and after an extensive surgery, and is afraid her company will replace her if she is gone for so long. When she speaks with her human resource manager she feels better. The human resource manager tells her that she is entitled to up to 12 weeks of unpaid leave to care for her son. Which law did the human resource manager describe?
Family and Medical Leave Act (FMLA)
Which of the following BEST describes the industrial market?
Firms that buy goods that are either converted into products or are used during the production process
To reduce costs and increase profits, you have been asked to assess your company's total costs of compensating employees. Without cutting wages and salaries, which would be the MOST LIKELY area where costs could be reduced?
Healthcare benefits
Joni works in a factory with mostly male coworkers. She often hears them discussing sexual encounters and telling dirty jokes, which makes her uncomfortable. Some of the men have sexually explicit posters on the doors of their lockers, which she can see when they are open. Joni is experiencing which of the following?
Hostile work environment
Firms use a variety of strategies to attract and retain customers. What should a marketing strategy focus on?
Increasing value for the customer
During which phase of the consumer buying process do consumers identify the evoked set of products, or those they will consider buying?
Information seeking
Which activity is more of a focus in leadership than management?
Inspiring
is a person's beliefs and feelings about specific ideas, situations, or people that guide his or her behavior.
Intention
With regard to two-factor theory, which of the following combinations matches the presence of both required factors?
Interpersonal relations and recognition
Which of the following is used often, but is actually NOT a good indicator of success on the job?
Interview
Which of the following is BEST described as an innate belief about something, often without conscious consideration?
Intuition
Which of the following is a strong predictor of job success?
Testing ability and aptitude
Which of the following BEST describes how an employee information system is used in an organization?
It is used to determine which employees might best be suited for positions in the organization and what type of training or development might be needed.
How do leadership neutralizers impact a leader's ability to affect change?
Leaders who attempt to engage in various leadership behaviors are adversely impacted
Which of the following is an example of a flextime program?
The organization offers to let employees come in at 7:30 a.m. or 8:30 a.m. as long as they put in their entire 8-hour day.
Which of the following BEST describes collective bargaining?
The process by which unionized workers and management negotiate conditions of employment for union-represented workers
Which of the following BEST describes employee development?
The teaching of professional skills needed to be successful on the job, both now and in the future
Which of the following is the BEST description of the path-goal theory?
The theory of leadership that is a direct extension of the expectancy theory of motivation
Which of the following leadership approaches identifies the key qualities, such as self-confidence or job knowledge, that differentiate leaders?
The trait approach
Which of the following BEST describes human capital?
The value of people who work for and produce goods and services for an organization
When consumers compare the benefits of a product to the cost of the product, what are they attempting to determine?
The value of the product
Which of the following BEST defines talent management?
The view that employees have skills and should work in a way that best supports the success of the organization
George thinks that all his employees are lazy and the only way to get them to work is either to reward them for good work or to punish them for poor work. George believes in which theory of motivation?
Theory X
Katie has begun training for a local 5k race and needs new running shoes. When shopping for the shoes, she discovered that many of the store brands offer similar features as those that are nationally known and endorsed by famous runners. Katie is trying to determine the advantage of the national brands over the local brands. Which of the following is Katie conducting when she considers the price, the time it will take to research each brand, and the emotional cost of making a purchase?
Value and benefits
Which approach to leadership attempted to identify distinctive characteristics of an individual that accounted for his/her effectiveness as a leader?
Trait approach
Which of the following focuses on intelligence, dominance, self-confidence, energy, activity, and knowledge about the job?
Trait approach to leadership
__________ involves routine, regimented activities
Transactional leadership
Stephan believes that change is necessary in his department and has created a vision to guide the change. Which of the following is Stephan displaying?
Transformational leadership
Union workers at Magnificent Manufacturing have all agreed to reduce the number of parts that they produce each hour. These union workers are participating in which of the following?
Work slowdown
Which of the following BEST describes a strike by unionized workers?
Union employees walk off the job and refuse to work
Which of the following is an internal recruiting method?
Using a skills inventory system
Which term describes the ability of a product to satisfy a human want or need?
Utility
John will never question his boss's decisions or let his boss know that he doesn't agree with them, even if he feels he has a better solution or can help the department be more productive. John has a high degree of which of the following?
Authoritarianism
Which of the following is one of the "big five" personality traits?
Conscientiousness
Your Internet-based retail company has been growing by leaps and bounds over the past year. It is well organized, you have feedback systems in place, and personnel are working like a well-oiled machine; however, customer service complaints are rising, profits are dropping, and overall employee morale is in decline. Which is the MOST LIKELY contribution that will benefit your company right now?
Leadership
Which of the following is the BEST description of virtual leadership?
Leadership in settings where leaders and followers interact electronically rather than in face-to-face settings
Which of the following would negatively impact a leader's ability to affect change?
Leadership neutralizers
Which of the following are organizational characteristics that tend to outweigh the need for a leader to initiate or direct employee performance?
Leadership substitutes
Joel's employees feel he requires too much paperwork from them and that there are extra steps in their processes. If Joel were not the manager, none of his employees would follow his system. Joel has which type of power?
Legitimate
Management at Lucky Lines Manufacturing is upset with the union and has decided not to allow union employees to come to work. Lucky Lines is implementing which of the following?
Lockout
is the extent to which people believe that their behavior has a real effect on what happens to them.
Locus of control
Which of the following describes the most frequent method of setting performance goals to direct and motivate behavi
Management by objective
What do marketers use to help identify the objectives the marketing group wants to accomplish in the future?
Marketing plan
Which of the following is focused on how to increase value for the customer?
Marketing strategies
Which activity is more of a focus in leadership than management?
Monitoring
Which of the following Acts established a procedure for employees to vote on whether or not they want to have a union in the workplace?
National Labor Relations Act
People who need to seek approval from others, need to be reassured constantly, and are worried about others' feelings have a high level of which of the following?
Need for affiliation
Which of the following theories is BEST defined as the theory of leadership that is a direct extension of the expectancy theory of motivation?
Path-goal theory
Which of the following is a belief of Theory X managers?
People are naturally lazy and uncooperative.
Which of the following BEST describes the work related behaviors expected of employees?
Performance behaviors
What are consumer goods?
Physical products purchased by consumers for personal use
Exciting Electronics, Inc. provides options for its customers. Its products can be purchased online or at retail stores. What is Exciting Electronics providing?
Place utility
Zoe is enrolled in a management program at the local university. Not only does her company pay for the classes, if she completes the program and earns her degree, she will receive a pay increase. This is an example of which of the following?
Positive reinforcement
Which of the following BEST describes the act of transferring product ownership to customers by setting prices, terms for credit payments, and providing ownership documents?
Possession utility
Anton receives annual performance appraisals. Although his performance has generally been good during the past year, he receives a poor evaluation because his productivity has suffered over the last couple of weeks. Which error in performance appraisal does this BEST describe?
Recency error
Which of the following terms BEST describes the physical products purchased by consumers for personal use?
Consumer goods
Bill has missed work 5 times in the last month. Which of the following BEST describes Bill's absenteeism?
Counterproductive behavior
Which of the following is the broad concept that encompasses both international differences and diversity-based differences with the organization?
Culture
Consumer
person who purchases products for personal use
Packaging
physical container in which a product is sold, advertised, or protected
During a labor action against a retail store, workers assemble near the entrance to the store, trying to persuade coworkers and customers to refrain from entering the store. This is an example of _______.
picketing
Inventory control and transportation options are part of which of the four "Ps" of marketing?
place
Which of the following is the element of the marketing mix concerned with getting products from producers to consumers?
place
A manager who believes in will provide some type of reward to employees who exhibit behaviors that she wants to see.
positive reinforcement
Discount
price reduction offered as an incentive to purchase
Pricing
process of determining what a company will receive in exchange for its products
Branding
process of using symbols to communicate the qualities of a product made by a particular producer
The element of the marketing mix that includes personal selling, publicity and public relations, and direct or interactive marketing is _______.
promotion
Product Placement
promotional tactic for brand exposure in which characters in television, film, music, magazines, or video games use a real product with its brand visible to viewers
Odd-Even Pricing
psychological pricing tactic based on the premise that customers prefer prices not stated in even dollar amounts
Employees of Magnificent Manufacturing are spending the weekend restoring a home for a local family in need. The company and some of its vendors have provided all the necessary materials and company employees will make the repairs. Magnificent Manufacturing has written a news release and sent it to the local television stations and newspapers. This is an example of ________.
public relations
Alison was suspended without pay from her job as a customer service representative for cursing at a customer. According to reinforcement/behavior modification, this is an example of _______.
punishment
For every $100 Jason spends each month on groceries at his favorite store, he receives 10 cents off a gallon of gas, so Jason often will drive out of his way to shop at this store. This is an example of _______
relationship marketing
Reintroduction
reviving obsolete or older products for new markets
Carrie asks to be part of a new project because she values the praise she will receive from her manager. Carrie's manager has .
reward power
Custom Cosmetics is offering a free gift with any purchase of $25 or more. This is an example of ________.
sales promotion
Breakeven Point
sales volume at which the seller's total revenue from sales equals total costs (variable and fixed) with neither profit nor loss Profit = Total Revenue − (Total Fixed Cost + Total Variable Cost)
Product Life Cycle (PLC)
series of stages in a product's commercial life
Those firms that provide services to consumers collectively comprise a group called the .
services company market
Price Skimming
setting an initially high price to cover new product costs and generate a profit
According to Maslow's Hierarchy of Human Needs, an individual who seeks friendship, interaction with other people, and affection is looking to fulfill _______ needs.
social
A company stops using a celebrity in its ads because he was reported to have made offensive racial comments. This is an example of how the ________ environment affects marketing.
sociocultural
The environment is the customs, mores, values, and demographic characteristics of the society in which an organization functions.
sociocultural
Speed to Market
strategy of introducing new products to respond quickly to customer or market changes
Product ideas
typically come from consumers, the sales force, R&D departments, suppliers, or engineering personnel
Joni and Scott co-teach a third grade class at the elementary school. Joni teaches on Tuesdays and Thursdays; Scott teaches on Mondays, Wednesdays and Fridays. They share the position's salary and benefits on a proportional basis. This best describes _______.
work sharing
Joshua believes that if his employees enjoy their work, derive satisfaction from it, and are motivated, then the department will reach its goals. Joshua is exhibiting which of the following?
Employee-focused leader behavior
Which theory of leadership suggests that subordinates are members of an "in-group" or an "out-group," and the leader's behavior toward them varies depending upon the group to which they belong?
Leader-member exchange (LMX) model
According to the path-goal theory of leadership, which of the following includes being friendly and approachable?
Task-focused leader behavior
Jolene tells her employees exactly how they should perform each task. She feels the tasks must be performed as she describes, or the department might not meet its goals. Jolene is exhibiting which of the following?
Task-focused leader behavior
Which of the following are most companies required by law to provide to their employees?
Workers' compensation insurance
The director of an art gallery asks you to help her come up with a policy regarding when to include her employees in the decision-making process, and when to be more autocratic. Your MOST LIKELY suggestion would be to adopt the _____________.
decision-tree approach
Kimberly is a warm, nurturing manager. Her staff knows that they can always come to her with their problems, work-related or not, and she will do what she can to help. This BEST describes _______.
employee-focused leader behavior
Title VII of the Civil Rights Act of 1964 prohibits discrimination based on ________.
race, color, religion, gender, or national origin
You are choosing between two candidates for a top-level management position in your company. You have been focusing on employee satisfaction, motivation, and well-being, but the production systems seem to be holding up further progress toward company goals. The BEST fit for this new position would be someone who demonstrates _______.
task-focused leadership behavior
Individuals with the ability to influence others with an interpersonal attraction that inspires support and acceptance display .
charismatic leadership
Threatening to suspend employees if they don't do as they are told is an example of use of ___________ power.
coercive
Concept testing
companies use market research to get consumers' input about benefits and prices
Market Share (or Market Penetration)
company's percentage of the total industry sales for a specific product type
Many organizations now host a comment section on a website, allowing consumers to post opinions about products or activities. These websites are known as .
corporate blogs
Variable Cost
cost that changes with the quantity of a product produced and sold
Fixed Cost
cost that is incurred regardless of the quantity of a product produced and sold
An organized method that a business uses to build better information connections with clients, so that managers can develop stronger enterprise-client relationships is referred to as .
customer relationship management (CRM)
The ultimate goal of the collective bargaining process is to _______.
draft an acceptable labor contract
The environment is the relevant conditions that exist in the economic system in which a company operates.
economic
Screening
eliminate ideas that do not mesh with the firm's abilities or objectives
Each year, all employees at Antonetti Systems are required to complete an "internal résumé" that updates their education, work experience, and career aspirations. This data is then used by the H.R. department to identify qualified internal candidates for promotional opportunities. It appears that Antonetti Systems uses a(n) _______.
employee information system (skills inventory)
Prototype development
engineering, R&D, or design groups produce a prototype
As a result of several highly public business scandals, many organizations now place an emphasis on , requiring leaders to take personal responsibility for decisions.
ethical leadership
Capital Items
expensive, long-lasting, infrequently purchased industrial products, such as a building, or industrial services, such as a long-term agreement for data warehousing services
Specialty Goods/Services
expensive, rarely purchased physical goods
When it comes to the network system, Alisha is the "go-to-girl." She knows more about the system that anyone else in the company, and if there is a problem, Alisha can fix it. In terms of the network system, Alisha has _______ power.
expert
Brand Awareness
extent to which a brand name comes to mind when a consumer considers a particular product category
The human resource manager is spending the day at the University, talking with students who might be interested in participating in the company's management development program. The human resource manager is participating in which of the following?
extrenal recruiting
Breakeven Analysis
for a particular selling price, assessment of the seller's costs versus revenues at various sales volume
The Equal Pay Act prohibits discrimination in pay based on _______.
gender
A nationwide department store features a broader selection of winter coats and boots in its stores located in states with cooler climates than in its stores in states with warmer climates. This marketing decision reflects _______ segmentation.
geographical
Production Items
goods or services that are used in the conversion (production) process to make other products
Product Line
group of products that are closely related because they function in a similar manner or are sold to the same customer group who will use them in similar ways
The owner of an Internet-based mail-order safety razor distributor hired you to increase sales using psychographics. Which of the following would be the BEST choice to work on?
he owner of an Internet-based mail-order safety razor distributor hired you to increase sales using psychographics. Which of the following would be the BEST choice to work on?
Will is a new manager in a group that is highly cohesive, with a long-standing high level of performance norms. Will is finding it hard to implement change within the group. The cohesiveness and performance levels are acting as _____.
leadership neutralizers
Your supervisor has the ability to establish your work schedule and assign work tasks. Your supervisor has _______ power.
legitimate
Masai doesn't believe that "luck happens." He is convinced that you make your own luck in life. This BEST describe Masai's _______.
locus of control
Marvelous Merchandise has identified the categories of customers who have similar wants and needs and who are likely to be interested in its products. This is an example of ________.
market segmentation
Business analysis
marketers compare production costs and benefits
Product Extension
marketing an existing product globally instead of just domestically
Shopping Goods/Services
moderately expensive, infrequently purchased physical goods
Product Adaptation
modifying an existing product for greater appeal in different countries
Cecil works diligently in order to maximize his productivity. The set of forces that causes him to behave in this manner is known as .
motivation
The set of forces that cause people to behave in certain ways is known as _________.
motivation
Barbara works in a remote office a few hundred miles away from headquarters, where her boss works. Her boss visits Barbara's office once or twice a year, but Barbara is generally able to "do her own thing" between those visits. The physical distance between Barbara and her boss is a leadership _______.
neutralizer
Marketing are the things marketing intends to accomplish in its marketing plan.
objectives
In setting up training for assembling radios, your BEST modality would be _______.
on-the-job training
You have been working hard to impress your boss. In addition to your attention to both quality and quantity of work, you show up on time, leave promptly at the end of the day, and keep to yourself, ignoring office politics. You have been passed over for promotions, despite your excellent work performance. This is MOST LIKELY due to your lack of _______.
organizational citizenship
A manager observes an employee during a work day and rates her work on a scale of 1 to 5. He then provides her with a written report of his perception of her strengths and weaknesses. The manager has engaged in ________.
performance appraisal
Work-related behaviors that directly contribute to productivity and that an organization expects employees to display are known as _______.
performance behaviors
______________, if managed correctly by a company, is likely to result in higher performance and more positive attitudes from employees.
Person-job fit
Expectancy Theory
-theory of motivation holding that people are motivated to work toward rewards that they want and that they believe they have a reasonable chance of obtaining
Theory Y
-theory of motivation holding that people are naturally energetic, growth-oriented, self-motivated, and interested in being productive
Theory X
-theory of motivation holding that people are naturally lazy and uncooperative
Equity Theory
-theory of motivation holding that people evaluate their treatment by the organization relative to the treatment of others
Cognitive Dissonance
-when two sets of cognitions or perceptions are contradictory or incongruent
Agreeableness
-a person's ability to get along with others
Stock options provided to executives are known as which of the following?
Incentive
Which of the following laws established a minimum wage and requires employers to pay overtime rates for work in excess of 40 hours per week?
Fair Labor Standards Act
Stages in the PLC
-Introduction -Growth -Maturity -Decline
Industrial Buyer
-a company or other organization that buys products for use in producing other products (goods or services)
The "Big Five" Personality Traits
- agreebleness - conscientiousness -emotionality - extraversion - openess
Four General Dimensions
-Extraversion vs. Introversion -Sensing vs. Intuition -Thinking vs. Feeling -Judging vs. Perceiving
Pricing Existing Products - Three Options
1.Pricing above prevailing market prices for similar products to take advantage of the common assumption that higher price means higher quality 2.Pricing below market prices while offering a product of comparable quality to higher-priced competitors 3.Pricing at or near market prices
According to the Family and Medical Leave Act (FMLA) of 1993, employees are eligible to receive up to _______ in the event of family and medical emergencies
12 weeks of unpaid leave
Due to increased demand for products, your privately held manufacturing company recently grew from 26 full-time employees to more than 190. The organizational structure was fairly hierarchical and tall, with most employees hired by you and reporting directly to you. Growth has forced you to flatten the organization, promoting people from within to supervisory positions, but you are still the only person in a management position. Which of the following upper-level positions would be the BEST choice to add first in this situation?
A human resource manager
Which of the following BEST defines a cost-of-living adjustment?
A labor contract clause tying future raises to changes in consumer purchasing power
Which of the following BEST illustrates a bonus?
An employee reaches a sales goal and receives extra pay.
Which of the following is the BEST description of a coalition?
An informal alliance of individuals or groups formed to achieve a common goal
Which of the following BEST describes the institutional market?
An organizational market consisting of such nongovernmental buyers of goods and services as hospitals, churches, museums, and charitable organizations
Mediocre Manufacturing and its union are not able to come to an agreement on how to resolve a labor dispute. They call in a third party to help work out a settlement. Both Mediocre Manufacturing and the union have agreed to comply with the decision of this third party. Which of the following BEST describes this process?
Arbitration
is a method for resolving a labor dispute in which both parties agree to submit to the judgment of a neutral party.
Arbitration
Enron stands out as one of the most spectacular failures in business history, attributed mostly to the charismatic but misguided leadership of Kenneth Lay and Jeffrey Skilling. However, charismatic leaders can also influence ethical, productive behavior. If you wanted to become a more charismatic leader, which of the following talents would you choose as the BEST to work on as part of your professional development plan?
Articulating and promoting a compelling vision
Which of the following BEST describes the new role of an organizational leader who works to mentor employees and resolve conflicts among team members?
As that of a coach
What is the first step a manager should take when developing a training plan?
Assess training needs
Purchasing products in bulk and buying items for specific situations or for specific purposes are examples of which of the following?
Behavioral variables
Which of the following BEST describes employment-at-will?
Both the employer and the employee have the right to end the work relationship at any time unless there is a law to the contrary
Yummy Potato Chips sells potato chips and other snack goods to the local University. The person who places the order for the University learned that workers at Yummy Potato Chips were on strike because of a disagreement between the union and the company's management. The University has now refused to buy products from Yummy Potato Chips until the strike is resolved. What action is the University taking part in?
Boycott
All cell phone companies have similar products, so their advertising focuses on convincing potential customers of the benefits their products offer. What are these companies facing?
Brand competition
When marketers use behavior segmentation to better reach an audience, how is the audience classified?
By types of buyers
Sue is concerned at the cost of benefits and wants to contain the costs without taking benefits away from her employees. Which of the following will help Sue reach her goal?
Cafeteria benefits plan
Which of the following could be true of charismatic leaders?
Charismatic leaders can cause followers to engage in unethical or illegal behavior.
Martin Luther King exhibited which of the following?
Charismatic leadership
Which of the following Acts made it easier for employees to sue an organization for potential violation of the Act, but limited potential punitive damages awarded?
Civil Rights Act of 1991
Making Stuff, Inc. and the union leadership are negotiating compensation, benefits, job securing, and other issues for the new contract. In which of the following are company management and the union participating?
Collective bargaining
is the process by which labor and management negotiate conditions of employment for union-represented workers.
Collective bargaining
Which of the following is the BEST example of a nonprogrammed decision?
Deciding whether to add a mental health outpatient program on the hospital's campus
Dan is an outgoing, personable, confident entrepreneur, and his business partner is brilliantly creative, always striving to improve and change the organization. Neither of them are very detail oriented, so they are looking for a third member to round out their leadership team. Which would be the BEST set of attributes to seek out in a new team member?
Decision- and task-oriented
Phillipe believes his employees are hardworking and will generally make and support decisions that benefit the organization. Phillipe uses many leadership styles, depending on the situation. He firmly believes that allowing a subordinate to participate in the decision-making process should depend on the situation, and he does not solicit their input for all decisions. Which leadership style does Phillipe use?
Decision-tree approach
Which market segment uses age, income, gender, ethnic background, marital status, race, and religion to separate consumers?
Demographic segmentation
What is the first step in developing a training plan?
Determining what training needs exist
Your boss recently read that 20 percent of a company's current customers provide 80percent of the revenue (the Pareto principle) and, based on this information, he wants to know what he could do to increase company profits. Which of the following marketing initiatives would be the BEST recommendation?
Develop a customer relationship management (CRM) system.
is the process of teaching professionals the skills needed to be successful on the job, both now and in the future.
Development
As the newly hired manager of a small coffee shop just off the main retail street in town, you have been asked to increase the bottom line without spending a great deal more on promotion. Which of the following elements of the marketing mix would be your BEST focus?
Differentiation
Which of the following statements about job satisfaction is FALSE?
Employees who experience high levels of job satisfaction at their organization will be more productive.
Which legal concept gives the employee and the employer both the right to end a work relationship when the relationship is no longer beneficial to them?
Employment-at-will
Which of the following BEST describes the Employee Retirement Income Security Act of 1974?
Ensures the financial security of pension funds by regulating how they can be invested
Under which legal concept are employers required to treat all those who apply for positions fairly, but are not required to seek out and hire minorities?
Equal employment opportunity
On December 31, you award your hardest working employee who has been with you for 20 years a $10,000 bonus. You also give employees who have been with you for far less time a $2,000 bonus. Although this was not made public, the newer employees found out about the discrepancy and are now grumbling. What motivational theory relates to this situation?
Equity
Which of the following terms is a condition in which a decision maker becomes so committed to a course of action that they stay with it even when it appears to have been wrong?
Escalation of commitment
Andrew is a recent college graduate and has job offers from three large firms in the local area. Although each company offers a variety of benefits and competitive salaries, Andrew is much more interested in the work at each job. He wants an opportunity to distinguish himself and be rewarded for working hard. Andrew should work for the firm that subscribes to which motivational theory?
Expectancy theory
Monica has been an administrative assistant in the organization for many years. She is often asked to explain relationships with customers or past incidents that few others remember. What type of power does Monica hold in the organization?
Expert
Which of the following types of powers is the power derived from information?
Expert
Which of the following distributes bonuses to employees when a company's costs are reduced through improved work efficiency?
Gainsharing plan
Which element of the marketing mix is supported by place utility?
Getting products from producers to consumers
There are many factors that can act as leadership substitutes and neutralizers within the organization. What type of neutralizing factor takes place in an organization where there is a high level of teamwork and cohesiveness, and team members are interdependent?
Group factors
Vanessa knows that Susan always has high volume and helps the production line move faster. Vanessa rated Susan high on that area of her performance, then also rated her highly on dependability, quality, and teamwork. In her assessment of Susan, Vanessa has likely committed which of the following errors?
Halo
Which of the following describes the value of investing in the people who comprise an organization?
Human capital
Which of the following examples BEST illustrates the influence of Machiavellianism?
Jakayla lied and told her boss she contributed more than her team members to increase her chance of being promoted to the senior project lead position.
Which of the following BEST describes wages?
Jan is paid $13.75 per hour.
Jane has always rewarded her employees for a job well done, often giving bonuses or pay increases to recognize the efforts of the staff. However, the financial difficulties currently being faced by the company are acting as leadership neutralizers. How should Jane react to this neutralizer?
Jane must identify a new approach to motivating her employees.
Which of the following BEST describes a job's main duties, working conditions, and the tools needed to perform the job?
Job description
The statement "A Bachelor's degree, 5 years experience in a similar field, and working knowledge of Microsoft Office program" would be found in which of the following?
Job specification
When a firm invests in highly specialized training of engineers, scientists, and technology specialists, they are investing in which segment of their workforce?
Knowledge workers
June doesn't have direct authority; however, because she is knowledgeable and always willing to help, those in her department look to her for direction and advice. June generally assigns tasks and encourages her coworkers to achieve. Which of the following BEST describes June's role?
Leader
John is paid $40,000 per year to perform his job as marketing analyst, regardless of the number of hours he works. John is receiving which of the following?
Salary
Which of the following is BEST described as the pattern of positive employee behaviors that directly or indirectly influence the organization's effectiveness?
Organizational citizenship
Which of the following MOST LIKELY contributed to the United Airlines public relations crisis that was triggered when security officers dragged Dr. David Dao from United Express Flight 3411 in April 2017?
Organizational factors
Which of the following is an example of the Hawthorne effect?
Parker's employees are more productive because he pays close attention to them
Even though she is the manager, Gayle always includes her employees when making decisions that affect the department. She values their opinions and their knowledge, and considers their input. Gayle is exhibiting which type of leader behavior?
Participative leader behavior
Gerry, the Engineering Manager for Magnificent Mustangs, used to have to get several approvals for any expenses over $10,000. Most of the equipment and parts necessary for his department are well over this amount, and the purchasing process was very slow. Gerry and his boss agreed that Gerry should have more say in how he manages his budget, so his boss agreed that Gerry can now approve expenditures up to $100,000. This is an example of which of the following?
Participative management
Ruby is turned down for a promotion at work because she doesn't have a college degree, so she decides to go back to school. Which step of the consumer buying process does this BEST describe?
Problem or need recognition
A mattress company advertises that they have a new technology that is so good, you won't have to count sheep to fall asleep and you'll finally get a good night's sleep. What is the mattress company attempting to accomplish?
Product differentiation
What is the process used to fix, adapt, or communicate information about a product?
Product positioning
The marketing mix is comprised of which four basic components?
Product, pricing, place, and promotion
An employer wants to provide an incentive to all employees in the organization. What type of incentive would provide employees with a bonus based on how much money is made over a predetermined base level?
Profit sharing
influences on consumer behavior include an individual's motivations, perceptions, ability to learn, and attitudes that marketers use to study buying behavior.
Psychological
Stuart is appraising his employees' performance. The system the company uses asks Stuart to compare each of his employees with a set standard. Which type of appraisal is Stuart using?
Rating
While reorganizing your company, employees are being shifted into new and different positions You want to make sure that you maintain a good person-job fit. Which tool would be your BEST choice?
Realistic job preview (RJP)
Steve, the plant manager, takes every candidate out to the production floor and shows them where they will be working, what tools and equipment they will use, and even introduces them to some of the employees the candidate will work beside. Which of the following terms BEST defines this process?
Realistic job preview (RJP)
Belinda is anticipating one of her managers being promoted to a new position and needs to determine who in the company is ready, or almost ready, to move into a management-level position. Belinda will benefit from which of the following?
Replacement chart
Before products are delivered to the final consumer, they are passed through intermediaries such as wholesalers and retailers. These intermediaries make up what type of market?
Reseller
Sam told two of his employees that if they work hard, he would recommend them for the acquisition team assigned to the new organizational venture. Sam is using which type of power?
Reward
Which of the following is an organizational factor that mitigates the need for a leader to direct employee performance, thus serving as a leadership substitute?
Rigid rules and procedures
Which of the following can be described as the extent to which a decision maker is willing to gamble when making a decision?
Risk propensity
is(are) the compensation in the form of money paid for discharging the responsibilities of a job.
Salary
Scott is a stay at home dad who has been working on a part-time basis from home. His children are now in school all day, and he feels ready to go back to work full time but needs to be able to get the kids on the bus, be there when they get home from school, and be available when school is not in session. However, to go back to work full time also means he must be available to customers. How can Scott and his employer create a work schedule that accommodates the needs of Scott and his family, the organization, and the customers?
Scott's employer could allow him to telecommute.
Which of the following BEST describes the leader-member exchange (LMX) model?
The approach to leadership that stresses the importance of variable relationships between supervisors and each of their subordinates
Which of the following BEST defines the services company market?
The collection of firms that provide services to consumers
Which of the following BEST defines cognitive dissonance?
The conflict and anxiety experienced by an individual when two sets of cognitions or perceptions are contradictory or incongruent
Which of the following BEST defines worker's compensation insurance?
The continuation of a worker's pay when they are injured on the job, until they are able to work again
Which of the following BEST describes product differentiation?
The creation of a product feature or product image that differs enough from existing products to attract customers
Which of the following BEST describes state of risk?
The decision maker estimates the probability of advantages and disadvantages associated with each alternative
What is consumer behavior?
The decision-making process used when buying and using products
Which of the following is the BEST description of risk propensity?
The extent to which a decision maker is willing to gamble when making a decision
What is the meaning of person-job fit?
The extent to which the contributions an individual makes to an organization matches that organization's inducements
Which of the following BEST describes a social influence on the life of a consumer?
The influence of family, friends, and coworkers
Which of the following is considered to be a contingent worker?
Those hired to complete a specific project without long-term ties
A retail store increases its hours of operation so that it is open from 9:00 a.m. until 9:00 p.m. Monday through Friday, and 9:00 a.m. until 6:00 p.m. on Saturday and Sunday. Which form of utility does this represent?
Time
How can a manager utilize the Myers-Briggs Type Indicator when working with their staff?
To assess dimensions of personality such as sensing or judging
How can social networking be utilized by marketers?
To build relationships among users based on a free flow of information
Which of the following BEST describes the role of the EEOC?
To enforce employment related laws, including the Civil Rights Act and Title VII
Which of the following is the purpose of a marketing plan?
To identify the objectives the marketing group wants to accomplish in the future
Which of the following BEST describes how organizations use corporate blogs?
To provide market research for the organization
Which of the following allows the parties in a collective bargaining contract to evaluate and adjust wages at preset times prior to expiration of the contract?
Wage reopener clause
According to the path-goal theory, a manager who displays _______ leader behavior will establish challenging goals for his subordinates, expect excellence in performance, and display confidence in their abilities.
achievement-oriented
A person with a high level of is gentle, cooperative, forgiving, understanding, and good-natured in their dealings with others.
agreeableness
Markup
amount added to an item's purchase cost to sell it at a profit Markup percentage = Markup divided by sales price times 100%
Health insurance, vacation days, and retirement plans are all examples of
benefits
Consumers find a favorite product and buy it over and over again, becoming less influenced by marketing attempts. These consumers have a high degree of .
brand loyalty
Licensed Brands
brand-name product for whose name the seller has purchased the right from an organization or individual
National Brands
brand-name product produced by, widely distributed by, and carrying the name of a manufacturer
Private Brand (or Private Label)
brand-name product that a wholesaler or retailer has commissioned from a manufacturer
Whether a company is deciding what products to carry or what kind of management style to adopt, the process of observing, evaluating, and choosing are part of the .
decision-making process
Erica has what is best described as a magnetic personality. She has done such an excellent job of communicating her vision for the organization to the staff and making them believe that it will happen that they seem willing to follow her to the "ends of the earth." This BEST describes _______ leadership.
charismatic
Segmenting a broad target market on the basis of factors such as age, gender, income, family size, and occupation is _______ segmentation.
demographic
To better determine what types of goods and services consumers are interested in, corporations use to collect information about consumers, looking for clues about how consumers can be influenced in their purchase decision.
data mining
Expense Items
industrial products purchased and consumed within a year by firms producing other products
Convenience Goods/Services
inexpensive physical goods that are consumed rapidly and regularly
When the sales department needs to hire more staff, the corporate skills inventory system was used to determine if any current employees had the skills needed for the new position. This is an example of .
internal recruiting
In anticipation of filling a new position within the organization, Kendra prepares a document that lists the duties and responsibilities of job, along with its working conditions, and the tools, materials, equipment, and information used to perform it. This document is known as a _______.
job description
Product Features
tangible and intangible qualities that a company builds into its products
Krazy Kids focuses its advertising toward females between the ages of 25 and 35 with children under 6 years old, who live within a major city. This is the company's ________.
target market
In running your bookkeeping business, you find it hard to keep good employees because the commute into the city can take as long as two hours each way. To reduce turnover, your BEST alternatives would be to offer_______ and _______.
telecommuting; flextime
Product testing and test marketing
test the product to see if it meets performance requirements
Legitimate power is based on .
the authority inherent in the organizational hierarchy
Commercialization
the company begins full-scale production and marketing
Product Mix
the group of products that a firm makes available for sale
Both task-focused and employee-focused leadership represent a move away from the ________ approach and toward a more _________ approach to leadership.
trait; behavioral
Leading for change is the focus of _______ leadership.
transformational
According to the Myers-Briggs framework, the dimension of sensing versus describes whether a person prefers concrete things or more abstract concepts.
intuition
To rectify a situation of high turnover caused by a number of dissatisfied employees leaving the firm, managers could implement a program, which would give employees more incentive to stay by adding motivating factors to their daily activities.
job enrichment
An employee and manager who work together to set up and measure individual performance goals that contribute to organizational goals are demonstrating .
management by objectives
Machiavellianism
-used to describe behavior directed at gaining power and controlling the behavior of others
Punishment
-unpleasant consequences of an undesirable behavior
Social skills
-a person's ability to get along with others and to establish positive relationships
Self-Efficacy
-a person's belief about his or her capabilities to perform a task
Attitudes
-a person's beliefs and feelings about specific ideas, situations, or people
Managing emotions
-a person's capacities to balance anxiety, fear, and anger so that they do not overly interfere with getting things accomplished
Self-awareness
-a person's capacity for being aware of how they are feeling
Affect
-a person's feelings toward something
Myers-Briggs Type Indicator (MBTI)
-a popular questionnaire that some organizations use to assess personality types
Conscientiousness
-a reflection of the number of things a person tries to accomplish
Organizational Commitment
-an individual's identification with the organization and its mission
Job Satisfaction
-degree of enjoyment that people derive from performing their jobs
Telecommuting
-form of flextime that allows people to perform some or all of a job away from standard office settings
Forming Natural Work Groups
-helps employees see the importance of their jobs in the total structure of the firm
Combining Tasks
-involves enlarging jobs and increasing their variety to make employees feel that their work is more meaningful
Establishing Client Relationships
-letting employees interact with customers
Job Enrichment
-method of increasing job satisfaction by adding one or more motivating factors to job activities
Work Sharing (Job Sharing)
-method of increasing job satisfaction by allowing two or more people to share a single full-time job
Flextime Programs
-method of increasing job satisfaction by allowing workers to adjust work schedules on a daily or weekly basis
Job Redesign
-method of increasing job satisfaction by designing a more satisfactory fit between workers and their jobs
Participative Management and Empowerment
-method of increasing job satisfaction by giving employees a voice in the management of their jobs and the company
Intention
-part of an attitude that guides a person's behavior
Organizational Citizenship
-positive behaviors that do not directly contribute to the bottom line
Risk Propensity
-the degree to which a person is willing to take chances and make risky decisions
Emotionality
-the degree to which people tend to be positive or negative in their outlook and behaviors toward others
Self-Esteem
-the extent to which a person believes that he or she is a worthwhile and deserving individual
Authoritarianism
-the extent to which a person believes that power and status differences are appropriate within hierarchical social systems such as organizations
Person-Job Fit
-the extent to which a person's contributions and the organization's inducements match one another
Emotional Intelligence (Emotional Quotient, EQ)
-the extent to which people are self-aware, can manage their emotions, can motivate themselves, express empathy for others, and possess social skills
Locus of Control
-the extent to which people believe that their behavior has a real effect on what happens to them
Cognition
-the knowledge a person presumes to have about something
Employee Behavior
-the pattern of actions by the members of an organization that directly or indirectly influences the organization's effectiveness
Personality
-the relatively stable set of psychological attributes that distinguish one person from another
Motivation
-the set of forces that cause people to behave in certain ways
Performance Behaviors
-the total set of work-related behaviors that the organization expects employees to display
Dave knows he needs to lose weight to stay healthy, but he just can't resist those hot dogs from the gas station. He feels guilty every time he eats them, but can't seem to make himself stop. Which of the following is Dave experiencing?
Cognitive dissonance
As the human resource manager of an auto dealership, you have been put in charge of assessing the personalities of the sales staff to help them become more self-motivated, self-aware, empathic, and socially appropriate. Which type of assessment would be the BEST choice for this assignment?
Emotional intelligence
Which of the following is a TRUE statement about job satisfaction?
Employees who have a greater level of organizational commitment will likely overlook minor areas of dissatisfaction with their jobs.
Which of the following BEST describes a psychological contract between employees and the organization?
Employees' expectations of their contributions and organizations' expectations of inducements
Josh has lots of energy and always engages his coworkers. He is known as the "life of the party" and has never met a stranger. Which of the personality dimensions does Josh exhibit?
Extraversion
Which of the following examples BEST illustrates a high degree of risk propensity?
Jonas "borrows" $500 from petty cash and uses the money to buy lottery tickets in hopes of being able to pay back his colleague.
Brittany's employees enjoy working for her, mostly because she is willing to listen to their ideas and consider new ways of doing things. This often makes the whole team more efficient. Which of the following personality dimensions does Brittany demonstrate?
Openness
Melinda is known to be helpful to new employees who are learning their jobs. In addition, she is always willing to stay late to help her coworkers when they are up against deadlines. Melinda is exhibiting which of the following?
Organizational citizenship
As a salesman for Fantastic Pharmaceuticals, Mitch is expected to keep his current customers happy and find new customers who want to order his company's products. Which term BEST describes Fantastic Pharmaceuticals' expectation of Mitch?
Performance behavior
What is the definition of organizational citizenship?
The behavior of individuals who make a positive overall contribution to the organization
Which of the following BEST defines the person-job fit?
The extent to which a person's contributions and the organization's inducements match one another
Which of the following BEST describes locus of control?
The extent to which people believe that their behavior has a real effect on what happens to them
Becky has designed a training seminar to help employees better understand their levels of emotional intelligence. The goal of the seminar is to help employees improve their social skills, communication styles, and interaction preferences. Which of the following can Becky use to help employees assess personality traits in themselves and others?
The Myers-Briggs framework
Which of the following BEST describes the goals of participative management and empowerment?
To allow employees to take greater responsibility for their own performance in order to increase job satisfaction
Which of the following methods of increasing job satisfaction means that two workers do the same job but split the hours between them as if it were one full-time job?
Work sharing
Angry with her supervisor over a reprimand, Alisha deliberately pours her soft drink on a coworker's keyboard. This is an example of _______.
a counterproductive behavior
Ron always wants to know how many successful sales calls he's made at the end of each day. He's constantly trying new methods and processes in order to figure out what will be most successful. Ron is motivated by a high .
need for achievement
Employees' expectations of their contributions and organizations' expectations of inducements constitute .
psychological contracts
Each of the following is an example of an employee contribution to the organization EXCEPT _______.
status
Parker knows that if he keeps an eye on his employees by periodically walking around the production floor, he can increase their productivity through what's known as .
the Hawthorne effect
An individual's beliefs about the exchange of effort for rewards in the workplace form the basis of _______.
the psychological contract
A psychological contract requires ______________ on the part of the employee and _____________ on the part of the organization, although the terms of this contract are not always explicitly negotiated.
contributions; inducements
You have just discovered that one of your most effective, creative, and long-term team members is desperately unhappy in her work translating English product instructions into her native language, Spanish. In her spare time, she paints and has even shown her artwork in galleries. Her unhappiness is MOST LIKELY due to poor_______.
person-job fit
Overall, Jonah feels good about himself. He knows he isn't without faults, but he believes he is a caring person, a trustworthy, conscientious employee, and a loving husband and father. This reflects Jonah's _______.
self-esteem
