CC - MKTG 2400, CC-MGT 3680, CC IS 2500

15) Despite misperceptions, the majority of studies have shown virtually no relationship between ________. A) age and job performance B) gender and job performance C) age and job satisfaction D) gender and job satisfaction E) job performance and job satisfaction

A) age and job performance

5. The subject of organizational culture has been most influenced by which behavioral science discipline? A) anthropology B) psychology C) social psychology D) political science E) corporate strategy

A) anthropology

23) The belief that "violence is wrong" is an evaluative statement. Such an opinion constitutes the ________ component of an attitude. A) cognitive B) affective C) reflective D) behavioral E) reactive

A) cognitive

32) An individual's involvement with, satisfaction with, and enthusiasm for the work he/she performs is known as ________. A) employee engagement B) job involvement C) loyalty D) job satisfaction E) psychological empowerment

A) employee engagement

31) In regards to job engagement, having a good manager they enjoy working for and ________ were found to be the top causations. A) feeling appreciated by one's supervisor B) being paid what they feel they are worth C) getting timely promotions D) socializing with one's coworkers E) having flexible work schedules

A) feeling appreciated by one's supervisor

28) What refers to a positive feeling about a job, resulting from an evaluation of its characteristics? A) job satisfaction B) job involvement C) job stability D) organizational commitment E) social investment

A) job satisfaction

14) One issue that does seem to differ between men and women, especially when the employee has preschool-age children, is ________. A) preference for work schedules B) willingness to conform C) willingness to learn new skills D) the ambition to excel E) greater employee participation

A) preference for work schedules

29) Employees' beliefs in the degree to which they influence their work environment, their competence, the meaningfulness of their job, and their perceived autonomy is termed as ________. A) psychological empowerment B) organizational commitment C) perceived organizational support D) employee engagement E) job satisfaction

A) psychological empowerment

9) Which of the following is not an action characteristic of an organization in flux? A) replacing temporary workers with permanent ones B) reorganizing divisions C) downsizing operations D) subcontracting noncritical services and operations to other organizations E) selling off poorly performing divisions

A) replacing temporary workers with permanent ones

10. Differences in characteristics such as personality, values, and beliefs form part of ________. A) surface-level diversity B) deep-level diversity C) lateral-level diversity D) organizational-level diversity E) individual-level diversity

B) deep-level diversity

7) Whereas ________ focuses on differences among people from different countries, ________ addresses differences among people within given countries. A) workforce diversity; globalization B) globalization; workforce diversity C) culture; diversity D) culturalization; workforce diversity E) psychology; social psychology

B) globalization; workforce diversity

30) The degree to which a person identifies with his or her job, actively participates in it, and considers his or her performance as being important to self-worth is ________. A) job satisfaction B) job involvement C) job stability D) organizational commitment E) social embeddedness

B) job involvement

25) Leon Festinger argued that ________ follow(s) ________. A) behavior; job satisfaction B) behavior; attitude C) attitudes; behavior D) attitudes; job satisfaction E) job satisfaction; behavior

C) attitudes; behavior

21) The emotional or feeling component of a person's attitude is called ________. A) complex understanding B) the cognitive component C) the affective component D) a complex attitude E) the behavior component

C) the affective component

19) ________, the most widely used intelligence test in hiring decisions, takes only 12 minutes to complete. A) Kaufman Adolescent and Adult Intelligence Test (KAIT) B) Kaufman Brief Intelligence Test (KBIT) C) Myers-Briggs Type Indicator Assessment D) Multidimensional Aptitude Battery (MAB-II) E) Wonderlic Cognitive Ability Test

E) Wonderlic Cognitive Ability Test

26) Mrs. Jonas believes strongly that it is important that worker's rights be respected, and that one of the more important ways of doing this is to ensure that all workers be properly documented. She is supervising a contracting company that is building a new warehouse for her company. While doing this she discovers that many of the workers employed by the contractor are undocumented aliens working for well below minimum wage. In this situation Mrs. Jonas has a(n) ________ that is in conflict with a(n) ________. A) behavior; behavior B) attitude; attitude C) social need; social interest D) social need; social need E) attitude; behavior

E) attitude; behavior

6) Raymond is completing a study on discrimination in which he has noted that saleswomen who wear skirt suits make more sales than saleswomen who only wear pant suits. However, Raymond determined that his findings only pertained to those industries in which the purchasing decision maker is traditionally masculine. For example, the sales results were the same for all women selling to medical office managers, a female dominated field. Raymond used ________ variables to more accurately explain his results. A) global B) general C) dependent D) non-reactive E) contingency

E) contingency

22) Janice is spending the summer working as an intern writing copy for a local firm. Today Janice's senior editor sent back some of Janice's work covered in red ink corrections. Up until now, all of Janice's work had been corrected in green or blue ink. Janice is upset and worried that her senior editor doesn't like her. Which component of an attitude is not represented in the previous scenario? A) the positive component B) the cognitive component C) the affective component D) the negative component E) the behavioral component

E) the behavioral component

27. If a company's objective were to reach masses of buyers that were geographically dispersed at a low cost per exposure, the company would likely choose which of the following promotion forms? a. Advertising b. Personal selling c. Public relations d. Sales promotion

a. Advertising

21. _____________ includes practices such as overstating the product's features or performance, luring the customer to the store for a bargain that is out of stock, or running rigged contests. a. Deceptive promotion b. Deceptive packaging c. Deceptive pricing d. Deceptive cost structure

a. Deceptive promotion

18. ________________have contractual authority to sell a manufacturer's entire output. a. Selling agents b. Rack jobbers c. Manufacturer's agents d. Purchasing agents

a. Selling agents

10. Which of the following types of computers would you use to support a computer network? a. Server b. Mainframe c. Workstation d. PC e. Tablet

a. Server

In terms of execution styles, a family seated at the dinner table enjoying the advertised product would be an example of which of the following types of advertising? a. Slice of life b. Lifestyle c. Mood or imagery d. Personality symbol

a. Slice of life

5. Which of the following is an example of a legacy system? a. Transaction processing system running on a mainframe b. Scalable grid computing system c. Web services running on a cloud computing platform d. MDM software e. Quantum computing system

a. Transaction processing system running on a mainframe

28. Which of the following would you use to find patterns in user interaction data recorded by web servers? a. Web usage mining b. Web server mining c. Web structure mining d. Web content mining e. Web protocol mining

a. Web usage mining

21. A(n) ________ is a structured survey of the accuracy and level of completeness of the data in an information system. a. data quality audit b. systems analysis c. systems audit d. data analysis e. data overview

a. data quality audit

19. Sellers that handle their own exports are engaged in: a. direct exporting. b. indirect exporting. c. licensing. d. contract manufacturing.

a. direct exporting.

4. That the company that overlooks new and better ways to do things will eventually lose customers to another company that has found a better way of serving customer needs is a major tenet of: a. innovative marketing. b. consumer-oriented marketing. c. value marketing. d. sense-of-mission marketing.

a. innovative marketing.

28. Using a successful brand name to introduce additional items in a given product category under the same brand name (such as new flavors, forms, colors, added ingredients, or package sizes) is called a(n): a. line extension. b. brand extension. c. multi branding. d. new brands.

a. line extension.

30. The process of streamlining data to minimize redundancy and awkward many-to-many relationships is called: a. normalization b. data scrubbing c. data cleansing d. data administration e. data management

a. normalization

27. OLAP is a tool that enables users to: a. obtain online answers to ad hoc questions in a rapid amount of time. b. view both logical and physical views of data. c. quickly diagram data relationships. d. normalize data. e. find hidden patterns in large databases.

a. obtain online answers to ad hoc questions in a rapid amount of time.

23. The typical method of retail operation used by supermarkets and catalog showrooms is called: a. self-service retailing. b. limited-service retailing. c. full-service retailing. d. service-merchandiser.

a. self-service retailing.

22. In a relational database, a record is also called a(n): a. tuple b. key field c. entity d. field e. table

a. tuple

31. A(n) ________ is software for locating and managing stored web pages. a. web server b. net server c. router d. modem e. hub

a. web server

3. Which of the following is not a type of input device? a. Digital scanner b. Flat panel (LCD) display screen c. Trackball d. Keyboard e. Sensor

b. Flat panel (LCD) display screen

12. Which of the following statements is not true about cloud computing? a. It is the fastest-growing form of computing. b. It removes the concern about data and systems security for businesses. c. It allows smaller firms to use resources previously unaffordable. d. It relies on the Internet as the platform for delivering services to users. e. Charges for cloud resources are based on resources actually used.

b. It removes the concern about data and systems security for businesses.

30. ________is quoted as saying that "everyone lives by selling something. a. Bill Gates b. Robert Louis Stevenson c. Arthur Miller d. Henry Ford

b. Robert Louis Stevenson

23. All of the following are tools or technologies for extracting information from unstructured data sets except: a. sentiment analysis software b. SQL queries c. Hadoop d. a non-relational DBMS e. text mining

b. SQL queries

8. Which of the following statements about client/server computing is not true? a. The client provides the user interface. b. The bulk of processing occurs on the client. c. Computing on the Internet is based on the client/server model. d. The client is normally a desktop or laptop computer. e. The server provides security, remote access, and user authentication.

b. The bulk of processing occurs on the client.

2. What is the foundation technology for web services? a. HTML b. XML c. SOAP d. UDDI e. Java

b. XML

. All of the following would be ways to segment within the category of psychographic segmentation EXCEPT : a. social class. b. occupation. c. lifestyle. d. personality.

b. occupation.

29. Successful service companies focus their attention on both their customers and their employees. They understand which links service firm profits with employee and customer satisfaction. a. internal marketing b. service-profit chains c. interactive marketing d. service differentiation

b. service-profit chains

1. In a multi-tiered network: a. the work of the entire network is centralized b. the work of the entire network is balanced over several levels of servers. c. processing is split between clients and servers. d. processing is handled by multiple, geographically remote clients. e. users interface with the server rather than the client.

b. the work of the entire network is balanced over several levels of servers.

In determining sales force size, when a company groups accounts into different size classes and then determines the number of salespeople needed to call on them the desired number of times, it is called the: a. key-size approach. b. work-load approach. c. product-need approach. d. call-service approach.

b. work-load approach.

32. The Internet is based on which three key technologies? a. TCP/IP, HTML, and HTTP b. TCP/IP, HTTP, and packet switching c. Client/server computing, packet switching, and the development of communications standards for linking networks and computers d. Client/server computing, packet switching, and HTTP e. Email, instant messaging, and newsgroups

c. Client/server computing, packet switching, and the development of communications standards for linking networks and computers

. is products bought by individuals and organizations for further processing or for use in conducting a business. a. Consumer products b. Services c. Industrial products d. Specialty products

c. Industrial products

33. Which of the following is not a characteristic of packet switching? a. Packets travel independently of each other. b. Packets are routed through many different paths. c. Packet switching requires point-to-point circuits. d. Packets include data for checking transmission errors. e. Packets are reassembled into the original message when they reach their destinations.

c. Packet switching requires point-to-point circuits.

11. ________ refers to the ability of a system to expand to serve a number of users without breaking down. a. Capacity planning b. Management future planning c. Scalability d. Guaranteed levels of service e. Service level agreements

c. Scalability

14. The toy manufacturer you work for wants to exchange data with a chain of toy stores in order to improve its distribution and speed to market. The toy stores use different software than your firm. Which of the following tools or technologies presents the best solution? a. Mashups b. Extranet c. Web Services d. Cloud computing e. Intranet

c. Web Services

16. Software that organizes, manages, and processes business data, such as data concerned with inventory, customers, and vendors, is called: a. system software b. application software c. data management software d. network software e. web services software

c. data management software

2. All of the following are considered to be drawbacks of local marketing EXCEPT : a. it can drive up manufacturing and marketing costs by reducing economies of scale. b. it can create logistical problems when the company tries to meet varied requirements. c. it can attract unwanted competition. d. it can dilute the brand's overall image.

c. it can attract unwanted competition.

25. The total number of items that the company carries within its product lines refers to the of the product mix. a. width b. depth c. length d. consistency

c. length

15. Software applications that combine different components of online software applications are referred to as: a. integrated software b. widgets c. mashups d. grid computing e. web services

c. mashups

32. The type of sales presentation approach that requires good listening and problem-solving skills is the: a. canned approach. b. formula approach. c. need-satisfaction approach. d. critical-thinking approach.

c. need-satisfaction approach.

22. The orange juice manufacturers know that orange juice is most often consumed in the mornings. However, they would like to change this and make the drink acceptable during other time periods during the day. Which form of segmentation would they need to work with and establish strategy reflective of their desires? a. gender segmentation b. benefit segmentation c. occasion segmentation d. age and life-cycle segmentation

c. occasion segmentation

The is a person within a reference group who, because of special skills, knowledge, personality, or other characteristics, exerts influence on others. a. facilitator b. referent actor c. opinion leader d. social role player

c. opinion leader

31. Anything that can be offered to a market for attention, acquisition, use, or consumption that might satisfy a want or need is called a(n): a. idea. b. demand. c. product. d. service.

c. product.

33. Yahoo, Info seek, and Excite are all called: a. browsers. b. Webcasters. c. search engines. d. software.

c. search engines.

26. In a relational database, the three basic operations used to develop useful sets of data are: a. select, project, and where. b. select, join, and where. c. select, project, and join. d. select, from, and join. e. who, what, and where.

c. select, project, and join.

29. Which of the following statements about data warehouses is not true? a. They store supply data to be used across the enterprise for management analysis and decision making. b. Data warehouse systems provide a range of ad hoc and standardized query tools, analytical tools, and graphical reporting facilities. c. They may include data from website transactions. d. Data warehouse systems provide easy-to-use tools for managers to easily update data. e. Data warehouses make data available for anyone to access as needed.

d. Data warehouse systems provide easy-to-use tools for managers to easily update data.

5. The biggest or greatest amount of involvement in a foreign market comes through which of the following? a. Exporting b. Joint venturing c. Licensing d. Direct investment

d. Direct investment

1. Which of the following information forms available to the marketing manager can usually be accessed more quickly and cheaply than other information sources? a. Marketing intelligence b. Marketing research c. Customer profiles d. Internal databases

d. Internal databases

9. ________ is an operating system-independent, processor-independent, object-oriented programming language that has become a leading interactive programming environment for the web. a. XML b. SOA c. HTML d. Java e. COBOL

d. Java

13._____________describes changes in an individual's behavior arising from experience. a. Modeling b. Motivation c. Perception d. Learning

d. Learning

3. Cognitive dissonance occurs in which stage of the buyer decision process model? a. Need recognition b. Information search c. Evaluation of alternatives d. Post purchase behavior

d. Post purchase behavior

26. The use of price points for reference to different levels of quality for a company's related products is typical of which product-mix pricing strategy? a. Optional-product pricing b. Captive-product pricing c. By-product pricing d. Product line pricing

d. Product line pricing

7. Which of the following types of computers are used for weather forecasting on a national or worldwide scale? a. Mainframe b. Server c. Minicomputer d. Supercomputer e. PC

d. Supercomputer

8. Pricing to cover variable costs and some fixed costs, as in the case of some automobile distributorships that sell below total costs, is typical of which of the following pricing objectives? a. Current profit maximization b. Product quality leadership c. Market share leadership d. Survival

d. Survival

14. Concerns that the manufacturers of harmful products such as tobacco have influence on lawmakers to the detriment of the public interest is used as evidence of which criticism of marketing? a. Too much advertising. b. Too few social goods. c. Cultural pollution. d. Too much political power.

d. Too much political power.

19. Pre-configured hardware-software systems that use both relational and non-relational technology optimized for analyzing large data sets are referred to as: a. hybrid DBMS b. Hadoop c. BI d. analytic platforms e. data marts

d. analytic platforms

17. A child in the United States is normally exposed to all of the following values EXCEPT : a. achievement and success. b. activity and involvement. c. material comfort. d. collectivism.

d. collectivism.

18. Data mining is more ________ than OLAP. a. data-focused b. multidimensional c. query oriented d. discovery driven e. streamlined

d. discovery driven

24. A(n) _________ are computerized collections of information obtained from data sources within the company. a. retrieval systems b. marketing research reports c. flow diagrams and PERT charts d. internal databases

d. internal databases

34. Successful depends on how well a company blends its people, organizational structure, decision and reward systems, and company culture into a cohesive program that supports its strategies. a. marketing strategy b. marketing control c. marketing analysis d. marketing implementation

d. marketing implementation

6. A is a good offered either free or at low cost as an incentive to buy a product. a. patronage reward b. spiff c. price pack d. premium

d. premium

15. The Internet evolved from a network created by during the 1960s. a. the Commerce Department b. the Massachusetts Institute of Technology (MIT) c. Northwestern University d. the Defense Department

d. the Defense Department

6. A client computer networked to a server computer, with processing split between the two types of machines, is called a(n) ________ architecture. a. service-oriented b. on-demand c. multi tiered client/server d. two tiered client/server e. grid

d. two tiered client/server

13. Which of the following is considered to be the fastest-growing form of computing? a. Wearable computing b. Green computing c. Nanocomputing d. Enterprise computing e. Cloud Computing

e. Cloud Computing

20. Data mining is a tool for allowing users to: a. quickly compare transaction data gathered over many years. b. perform multidimensional data analysis. c. obtain online answers to ad hoc questions in a rapid amount of time. d. summarize massive amounts of data into much smaller, traditional reports. e. find hidden relationships in data.

e. find hidden relationships in data.

25. In a table for customers, the information about a single customer would reside in a single: a. field b. entity c. column d. table e. row

e. row

17) ________ is an individual's current capacity to perform the various tasks in a job. A) Inductive reasoning B) Dynamic strength C) Deductive reasoning D) Ability E) Social intelligence

D) Ability

20) Which of the following answer choices is the best definition of attitude? A) Attitudes indicate how one will react to a given event. B) Attitudes are the yardstick by which one measures ones actions. C) Attitudes are the emotional part of an evaluation of a person, object, or event. D) Attitudes are evaluative statements of what one believes about something or someone. E) Attitudes are a measure of how the worth of an object, person or event is evaluated.

D) Attitudes are evaluative statements of what one believes about something or someone.

12) Which is the best manner in which to deal with racial and ethnic diversity in the workplace? A) Ignore the differences...we are all the same. B) Implement policies which prohibit cultural conversations. C) Create work groups which have members of all possible racial groups. D) Hold an orientation in which team members can discuss their differences. E) Force people to work with people with whom they are uncomfortable.

D) Hold an orientation in which team members can discuss their differences.

3) On average, managers spend the least amount of time doing which managerial activity? A) Traditional management B) Communication C) Human resource management D) Networking E) Systems

D) Networking

1) Which of the following is not a core topic of organizational behavior? A) motivation B) attitude development C) conflict D) resource allocation E) work design

D) resource allocation

8)________ influences employees' behavior so strongly that organizations have started employing specific employees to preserve the status quo of the company. A) Organizational culture B) Socio-economic environment C) Politics D) Human resources E) Social media

A) Organizational culture

56) Which of the following statements is true about people with positive core self-evaluations? A) They set ambitious goals. B) They lack persistence. C) They tend to question their capabilities. D) They view themselves as powerless over their environment. E) They are less popular co-workers than those with negative core self-evaluation

A) They set ambitious goals.

2) On average, managers spend most of their time doing which managerial activity? A) Traditional management B) Communication C) Human resource management D) Networking E) Systems

A) Traditional management

121)________ leaders inspire followers to transcend their self-interests for the good of the organization and can have an extraordinary effect on their followers. A) Transformational B) Transactional C) Task-oriented D) Laissez-faire E) Transcendental

A) Transformational

34) How can the gaps between what managers think employees feel and what employees really feel be reduced? A) conducting regular surveys B) enforcing administrative policies C) improving work place conditions D) providing incentives E) training employees

A) conducting regular surveys

98) People scoring high on ________ are valuable in teams because they're good at backing up fellow team members and at sensing when that support is truly needed. A) conscientiousness B) positivity C) emotional stability D) agreeableness E) openness to experience

A) conscientiousness

123) According to the traditional view of conflict, conflict is ________. A) harmful B) natural C) necessary D) healthy E) rational

A) harmful

119) If you were using the Fiedler contingency model of leadership to establish a scenario in your company which gives managers maximum control, which of the following combinations of situational dimensions would you seek to achieve? A) high task structure, good leader-member relations, and strong position power B) limited position power, good leader-member relations, and low task structure C) less structured jobs, strong position power, and moderate leader-member relations D) broad employee responsibilities, low position power, and moderate leader-member relations E) good leader-member relations, low position power, and unstructured jobs

A) high task structure, good leader-member relations, and strong position power

85) Research on employee stock ownership plans indicates that they ________. A) increase employee satisfaction B) decrease company profits C) reduce stress experienced by employees D) decrease productivity of employees E) increase employee turnover

A) increase employee satisfaction

75) According to the expectancy theory, which of the following relationships indicates the degree to which the individual believes that a particular level of output will lead to the attainment of a desired outcome? A) performance-reward B) effort-performance C) rewards-personal goals D) effort-satisfaction E) performance-achievement

A) performance-reward

138) Job candidates who prefer ________ are likely to seek out and take employment in mechanistic structures, and those who want ________ are more likely to end up in an organic structure. A) predictability; autonomy B) centralization; decentralization C) job satisfaction; job security D) simple structure; matrix structure E) virtual organizations; team organizations

A) predictability; autonomy

88) Zach is devout and very active in his church. He is also a very dedicated employee. His manager offers him a promotion but the new role will require him to work Sundays. Zach would like the promotion, but realizes that it would force him to miss some church activities. In such a situation, Zach is most likely to experience ________. A) role conflict B) emotional contagion C) cognitive dissonance D) emotional labor E) self-concordance

A) role conflict

48) According to the Myers-Briggs Type Indicator (MBTI) classification, people belonging to the "________" type are practical and prefer routine and order. A) sensing B) introverted C) feeling D) perceiving E) extraverted

A) sensing

57) Individuals high in self-monitoring ________. A) show considerable adaptability in adjusting their behavior to external situational factors B) are pragmatic, maintain emotional distance, and believe ends can justify means C) have a grandiose sense of self-importance, require excessive admiration, and are arrogant D) are easily distracted, disorganized, and unreliable E) tend to dislike themselves and view themselves as powerless over their environment

A) show considerable adaptability in adjusting their behavior to external situational factors

144) Nunya is a computer software company that employs highly intelligent, but somewhat unusual people. Every Friday, free lollipops, toys, or other treats are given out to encourage employees to remember how creative they were when they were children. All the new members of the organization are told about the founders who were three young people who "got lucky" and sold a video game that they invented. The employees are allowed to dress informally and can set their own working hours. Informing employees about the founders is an example of which technique for transmitting culture? A) stories B) material symbols C) language D) rituals E) corporate chants

A) stories

112) Leadership is best defined as ________. A) the ability to influence a group toward the achievement of a vision or set of goals B) the process of drawing up formal plans and monitoring their implementation C) the process of carrying out the vision and strategy provided by management D) the process of coordinating and staffing the organization and handling day-to-day problems E) the proper use of the influence gained exclusively as a result of one's organizational position

A) the ability to influence a group toward the achievement of a vision or set of goals

84) The key to a successful bonus plan is that the reward needs to be ________. A) tied to a recent performance B) tied to a specific amount of deliverables C) equal across everyone in the department D) made very public E) cumulative in nature

A) tied to a recent performance

89) Which of the following is not an example of a performance norm? A) when an employee needs to look busy B) how hard an employee should work C) the appropriate levels of tardiness D) the acceptable level of output E) how to get the job done

A) when an employee needs to look busy

71) Your fellow employees have a terrible work situation. They work in an old, run-down building with an antiquated heating system. The work itself is tedious and the supervisor is rarely available and only shows up to give reprimands for production shortfalls. Nobody has received a promotion in two years. The work is boring, repetitious, and unrewarding. You are trying to improve this situation with the help of Herzberg's two-factor theory. You decide that your first job should be to improve the hygiene factors. Which of the following would you consider a hygiene factor? A) working conditions B) training related to new skills C) recognition D) employee empowerment E) promotion

A) working conditions

78. Which of the following refers to the purchase or sale of goods and services over the Internet? A. E-commerce B . E-business C. Customer relationship management (CRM) D. Management information system (MIS) E. Supply chain management (SCM)

A. E-commerce

63. Which of the following systems would you use to determine which trends in your supplier's industry will affect your firm the most during the next five years? A. Executive support systems (ESS) B. Transaction processing systems (TPS) C. Management information systems (MIS) D. Decision support system (DSS) E. KWM

A. Executive support systems (ESS)

75. You have been hired by Inspiration Inc. to help improve its financial performance. Inspiration Inc. is a business communications consulting firm that services many clients in different industries throughout the world. The firm provides its clients with customized written recommendations about how to best use the client's existing resources to improve the client's internal communications. The company has approximately 100 consultants, all of whom are located in its central headquarters in Chicago. Which of the following systems would you recommend to improve Inspiration Inc.'s business processes and improve its financial performance? A. Extranet, to enable quick collaboration via the Internet, minimize the time spent communicating with the client, and minimize the amount of paperwork needed B. CRM, to maintain easily accessible customer records to minimize the time spent looking for client data C. KMS, to minimize redundant work on similar clients D. Video conferencing system, to improve collaboration E. MIS, to produce reports on the firm's operations

A. Extranet, to enable quick collaboration via the Internet, minimize the time spent communicating with the client, and minimize the amount of paperwork needed

111. ________ are not held liable for the messages they transmit. A. Regulated common carriers B. Private individuals C. Organizations and businesses D. Elected officials E. European ISPs

A. Regulated common carriers

54. A firm that invests in an information system because it is a necessity of doing business does so because it is seeking to achieve which of the following business objectives? A. Survival B. Improved decision making C. Competitive advantage D. Operational excellence E. Customer intimacy

A. Survival

99. Which of the following is considered the most important U.S. federal statute setting forth conditions for handling information about individuals? A. The Privacy Act B. The Gramm-Leach-Bliley Act C. The Freedom of Information Act D. COPPA E. HIPAA

A. The Privacy Act

81. In network economics, the value of a commercial software vendor's software products: A. increases as more people use them. B. decreases as more people use them. C. increases due to higher marginal gain in output. D. decreases according to the law of diminishing returns. E. is unrelated to the number of people that use them.

A. increases as more people use them.

88. Internet technology: A. makes it easy for rivals to compete on price alone. B. imposes a significant cost of entry, due to infrastructure requirements. C. increases the difference between competitors because of the wide availability of information. D. makes it easy to sustain operational advantages. E. has lessened competitive rivalries.

A. makes it easy for rivals to compete on price alone.

96. ________ is the ability to offer individually tailored products or services using the same production resources as mass production. A. mass customization B. size customization C. personalization D. demand customization E. CAD

A. mass customization

82. A firm can exercise greater control over its suppliers by having: A. more suppliers B. fewer suppliers C. global suppliers D. local suppliers E. only a single supplier

A. more suppliers

113. Which of the five moral dimensions of the information age does spamming involve? A. quality of life B. system quality C. accountability and control D. information rights and obligations E. property rights and obligations

A. quality of life

95) Which of the following is true of teams? A) A team consists of two or more people who work independently, with distinct goals and strategies. B) A team works over some time period to accomplish common goals related to some task-oriented purpose. C) Groups are formed with a specific purpose in mind, while teams do not have a specific goal. D) The members of a team operate relatively independently of each other, and other members are not essential to their accomplishment of goals. E) Interactions among members within teams are more personal and informal than interactions between people in groups.

B) A team works over some time period to accomplish common goals related to some task-oriented purpose.

38) _______ is an emotion that falls into the category of high positive affect. A) Serenity B) Elation C) Fatigue D) Boredom E) Relaxation

B) Elation

24) The theory of cognitive dissonance was proposed by ________. A) Maslow B) Festinger C) Hofstede D) Skinner E) Pavlov

B) Festinger

124) ________ conflict supports the goals of the group while ________ conflict hinders group performance. A) Interactionist; dysfunctional B) Functional; dysfunctional C) Dysfunctional; functional D) Dysfunctional; interactionist E) Functional; interactionist

B) Functional; dysfunctional

70) Which of the following statements is true regarding Maslow's hierarchy of needs theory? A) "Social" needs relate to autonomy and achievement. B) Having a substantially satisfied need no longer motivates. C) "Esteem" needs relate to affection and friendship. D) Social needs are lower-order needs. E) Lower-order needs are satisfied internally.

B) Having a substantially satisfied need no longer motivates.

54) Which of the following traits is most likely to aid someone in becoming a leader? A) Machiavellianism B) Narcissism C) Psychopathy D) Type A Personality E) Benevolence

B) Narcissism

40) Which of the following statements is true regarding the degree to which people experience emotions across cultures? A) The degree to which people experience emotions is independent of culture. B) People in China report experiencing fewer positive and negative emotions as compared to people in other cultures. C) Western cultures experience more negative emotions and fewer positive emotions than Eastern cultures. D) The emotions experienced by people in China are more intense as compared to emotions experienced by people in other cultures. E) Eastern cultures like China view emotions like pride more positively than Western individualistic cultures such as the United States.

B) People in China report experiencing fewer positive and negative emotions as compared to people in other cultures.

50) The "Big Five" personality traits include all but which of the following? A) Conscientiousness B) Self-confidence C) Extraversion D) Openness to experience E) Agreeableness

B) Self-confidence

45) Which of the following statements is true regarding the sources of moods and emotions? A) Moods and emotions are independent of the personality of the individuals. B) Sleep quality affects mood. C) The weather strongly affects moods. D) As we grow older, we experience more negative emotions. E) People tend to be in their best moods on Sundays.

B) Sleep quality affects mood.

39) Research finds that when nothing in particular is happening, called positivity offset, most individuals experience ________. A) an intensely positive mood B) a mildly positive mood C) a neutral mood D) a mildly negative mood E) an intensely negative mood

B) a mildly positive mood

74) McClelland's theory of needs concentrates on which three needs? A) achievement, growth, and security B) achievement, power, and affiliation C) self-actualization, stability, and affiliation D) affiliation, control, and security E) control, status, and affiliation

B) achievement, power, and affiliation

42) Which of the following is the term used for the strength with which individuals experience emotion? A) emotional dissonance B) affect intensity C) emotional labor D) positivity offset E) emotional intelligence

B) affect intensity

35) There is a strong link between employee ________ and ________. A) attitudes; skill set B) attitudes; personality C) personality; ability D) ability, attitudes E) ability, skill set

B) attitudes; personality

130) The terms negotiation and ________ are used interchangeably. A) mediation B) bargaining C) collaboration D) accommodating E) arbitration

B) bargaining

77) Goal-setting theory and self-efficacy theory do not ________. A) address employee behavior B) compete with one another C) work toward improving motivation D) both A and C E) both B and C

B) compete with one another

128) Which of the following conflict-handling intentions involves accepting a solution that provides incomplete satisfaction of both parties' concerns? A) collaborating B) compromising C) avoiding D) competing E) accommodating

B) compromising

114) Emotional intelligence (EI) is critical to effective leadership because one of its core components is ________. A) conscientiousness B) empathy C) optimism D) introversion E) perfectionism

B) empathy

146) To create a more ethical culture, management should do all of the following except ________. A) serve as a visible role model B) encourage unbridled competition C) provide ethical training D) communicate ethical expectations E) provide protective mechanisms

B) encourage unbridled competition

47) As organizational behaviorists, we organize characteristics by overall traits describing the ________ and ________ of a person's personality. A) strength; growth B) growth; development C) development; positivity D) positivity; negativity E) negativity; strength

B) growth; development

143) The selection process helps sustain the organization's culture by ________. A) encouraging discussion about norms B) hiring candidates who fit well within the organization C) selecting employees who deserve to be promoted D) developing performance evaluation criteria E) rewarding conformity of skills

B) hiring candidates who fit well within the organization

33) Thad, Jamarcus, and Willy have been working for Davidson International each for three years. While the trio started together as analysts and are all still on the same team, Jamarcus has recently been made a team lead while Willy and Thad are still in their respective positions although Willy did receive a small raise after his last performance evaluation. Of the five major job attitudes, Jamarcus probably has the highest level of ________, while Willy probably has the highest level of ________. A) job satisfaction; perceived organizational support B) job satisfaction; organizational commitment C) organizational commitment; job involvement D) organizational commitment; job satisfaction E) job involvement; job satisfaction

B) job satisfaction; organizational commitment

41) Research has shown that there is a link between our emotions and our ability to be ________. A) successful B) rational C) professional D) a mentor E) healthy

B) rational

72) If we consider Maslow's hierarchy of needs in the context of Japan, Greece, and Mexico, where uncertainty-avoidance characteristics are strong, then ________ needs would be on top of the hierarchy. A) self-actualization B) security C) social D) esteem E) growth

B) security

91) Groups of approximately ________ members tend to be more effective for taking action. A) two B) seven C) eleven D) sixteen E) twenty-one

B) seven

147) A positive organizational culture emphasizes all of the following except which? A) building employee strengths B) tailoring positions to encourage work life balance C) rewarding more than it punishes D) encouraging individual vitality E) encouraging individual growth

B) tailoring positions to encourage work life balance

66) Jennifer has already presented two excellent reports. The third report she has just presented is clearly not as good as the first two reports, yet she is given the same high grade as before. What shortcut has the teacher used in this case? A) the contrast effect B) the halo effect C) stereotyping D) the framing effect E) the hindsight bias

B) the halo effect

111) Information overload occurs when ________. A) the interpretation of the message gets affected by the receiver's cultural background B) the information we have to work with exceeds our processing capacity C) a sender purposely manipulates information so the receiver will see it more favorably D) the information transmitted to the receiver is distorted by the communication channel E) the information sent by the sender does not reach the receiver

B) the information we have to work with exceeds our processing capacity

129) Evidence suggests that people tend to default to cooperative strategies in interpersonal interactions unless there is a clear signal that ________. A) they can "win" whatever argument is occurring B) they are faced with a competitive person C) they can advance their position/career D) they can avoid a compromise E) they can achieve a compromise

B) they are faced with a competitive person

120) Leaders who clarify role and task requirements to accomplish established goals exhibit a(n) ________ style of leadership. A) transformational B) transactional C) charismatic D) authentic E) situational

B) transactional

83) The two most common forms of representative participation are ________ and board representatives. A) quality circles B) work councils C) employee unions D) task teams E) self-regulatory organization

B) work councils

11. Which of the following is not a consequence of discrimination for employers? A) reduced productivity B) workplace diversity C) citizenship behavior D) negative conflicts E) increased turnover

B) workplace diversity

64. You work for a highly successful advertiser that is about to expand nationally. Of utmost importance will be finding a way to store and disseminate its clients' frequently updated branding and style guides throughout the organization. The guides include multiple image files and text documents. What system will best serve these needs? A. A wiki B. An extranet with knowledge management system (KMS) capabilities C. A transaction processing system (TPS) with knowledge management system (KMS) capabilities D. A telepresence system E. A virtual world

B. An extranet with knowledge management system (KMS) capabilities

91. You are the production manager for a manufacturer of bicycle parts. Which of the following tools or technologies would you use to improve production precision? A. value chain B. CAD software C. benchmarking D. industry best practices E. porter's competitive forces model

B. CAD software

65. Which of the following types of systems could be used to enable different firms to work collaboratively on a product? A. Intranet B. Extranet C. Knowledge management system (KMS) D. Customer relationship management (CRM) E. Decision support system (DSS)

B. Extranet

60. An example of a business using information systems for supplier intimacy is: A. Apple's creation of the iPad B. JCPenney's information system that allows its contract manufacturers to see what garments have been sold and need to be replaced. C. Citibank's ATM system D. Verizon's web-based digital dashboard providing real-time company information for managers. E . the Mandarin Oriental's use of computers to keep track of guests' preferences.

B. JCPenney's information system that allows its contract manufacturers to see what garments have been sold and need to be replaced.

72. Which of the following can typically access a company's intranet? A. The general public B. The firm's employees C. The firm's customers D. The firm's suppliers E. The firm's outside contractors

B. The firm's employees

84. Which of the following statements about 3-D printing is not true? A. 3-D printing is also known as additive manufacturing. B. Unlike traditional techniques, 3-D printing results in some wasted material. C. 3-D printing can create objects from plastic, metal, or composite materials. D. CAD systems supply data for 3-D printing. E. 3-D printing is often used to fashion items for small production runs.

B. Unlike traditional techniques, 3-D printing results in some wasted material.

95. A firm that locates all systems development and operations at its headquarters is using a ________ system configuration. A. unilateral B. centralized C. decentralized D. networked E. virtual

B. centralized

77. The use of digital technology and the Internet to execute the major business processes in the enterprise is called: A. e-commerce B. e-business C. enterprise applications D. Management information system (MIS) E. KWM

B. e-business

59. Verizon's implementation of a web-based digital dashboard to provide managers with real-time information, such as customer complaints, is an example of: A. improved flexibility B. improved decision making C. competitive advantage D. supplier intimacy E. a new product

B. improved decision making

89. When a firm provides a specialized product or service for a narrow target market better than competitors, they are using a ________ strategy. A. product differentiation B. market niche C. mass customization D. process efficiency E. market transparency

B. market niche

86. The ________ strategy concentrates financial management and control out of a central home base while decentralizing production, sales, and marketing operations to units in other countries. A. domestic exporter B. multinational C. franchise D. transnational E. virtual company

B. multinational

105. When a cookie is created during a website visit, it is stored: A. on the website's server B. on the hard drive of the visitor's computer C. on the ISP's servers D. in the browser's application settings E. nowhere, because they are only used during a visit and are discarded once a visitor leaves the Web site

B. on the hard drive of the visitor's computer

58. Walmart exemplifies the power of information systems coupled with excellent business practices and supportive management to achieve which of the following? A. new business models B. operational efficiency C. customer intimacy D. competitive advantage E. survival

B. operational efficiency

110. The U.S. CAN-SPAM Act: A. makes spamming illegal B. requires commercial email senders to identify themselves C. has dramatically cut down spamming D. does not override state anti-spamming laws E. does not outlaw the use of fake return addresses

B. requires commercial email senders to identify themselves

101. "Look and feel" copyright infringement lawsuits are concerned with: A. the distinction between tangible and intangible ideas. B. the distinction between an idea and its expression. C. using the graphical elements of another product. D. using the creative elements of another product. E. violation of a monopoly on the ideas behind a product.

B. the distinction between an idea and its expression.

80. The idea that the more any given resource is applied to production, the lower the marginal gain in output, until a point is reached where the additional inputs produce no additional output, is referred to as: A. the point of no return B. the law of diminishing returns C. supply and demand D. inelasticity E. virtual economics

B. the law of diminishing returns

16) According to David Galenson, individuals do their most creative work during their ________. A) teens, 20s, and 30s B) 20s, 30s, and 40s C) 40s, 50s, and 60s D) 30s, 40s, and 50s E) teens, 30s, and 60s

C) 40s, 50s, and 60s

133) ________ refers to the degree to which decision making is concentrated at a single point in the organization. A) Formalization B) Departmentalization C) Centralization D) Work specialization E) Line of command

C) Centralization

18) ________ is the ability to identify a logical sequence in a problem and then solve the problem. A) Verbal comprehension B) Perceptual speed C) Inductive reasoning D) Spatial visualization E) Deductive reasoning

C) Inductive reasoning

27) Your friend Leslyn has been driving a Mustang for the past few years and is very vocal about how much she likes her car. Unfortunately, she was recently in an accident and has now purchased a brand new Challenger. Now she talks about how much she likes the Challenger and has started to criticize Mustangs! Which statement would best describe what you should say to Leslyn the next time she talks about cars? A) Leslyn, I liked your Mustang but your Challenger is great too! B) Leslyn, I am sorry about your car. Why did you not get another Mustang? C) Leslyn, I am sorry about your car Mustang. It was a great car but your Challenger is great too! D) Leslyn, I am sorry about your Mustang but do you need to be so negative toward it now? E) Leslyn, your negativity is driving us all nuts!

C) Leslyn, I am sorry about your car Mustang. It was a great car but your Challenger is great too!

61) Which of the following statements is true regarding perception? A) Our perception of reality is independent of our personality. B) The context of the situation in which the perception is made has little effect on our perception of reality. C) Our perception of reality can be different from the objective reality. D) Our perception of reality is independent of our past experiences. E) We form a perception of a target by looking at it in isolation.

C) Our perception of reality can be different from the objective reality.

63) Loud people are more likely to be noticed in a group than quiet ones. So, too, are extremely attractive or unattractive individuals. Which of the following statements best explains the reason behind this fact? A) Our perception of reality depends on our past experiences. B) Our perception of reality depends on our personality. C) The relationship of a target to its background influences our perception of the target. D) The time at which we see an object can influence our perception of the object. E) Our motives and expectations affect our perception of a target.

C) The relationship of a target to its background influences our perception of the target.

106) Which of the following statements is true regarding oral communication? A) It is often tangible and verifiable. B) It can be stored for an indefinite period. C) The sender can quickly obtain feedback from the receiver. D) As compared to written communication, it is more likely to be well thought out, logical, and clear. E) In the case of oral communication, when the message has to pass through a number of people, as the number of people increases the possibility of distortion of the message decreases.

C) The sender can quickly obtain feedback from the receiver.

110) Filtering is a barrier to effective communication. Filtering takes place when ________. A) the interpretation of the message gets affected by the receiver's emotion B) the information we have to work with exceeds our processing capacity C) a sender purposely manipulates information so the receiver will see it more favorably D) the receivers in the communication process selectively see and hear based on their motivations, experience, and other personal characteristics E) receivers also project their interests and expectations into communications as they decode them

C) a sender purposely manipulates information so the receiver will see it more favorably

126) Which of the following conflict-handling intentions is unassertive and uncooperative? A) competing B) collaborating C) avoiding D) compromising E) accommodating

C) avoiding

149) How can United States managers be culturally sensitive? A) by indulging in frequent discussions about religion B) by discussing politics frequently C) by listening more D) by speaking quickly E) by talking in a high tone of voice

C) by listening more

52) Marylyn is a very driven person who seeks to push ideas forward to keep people on their toes; however, she also has a problem with stepping on peoples toes and being overly critical of others. Marylyn probably has high ________ and low ________. A) emotional stability; agreeableness B) openness to experience; agreeableness C) conscientiousness; emotional stability D) conscientiousness; openness to experience E) agreeableness; emotional stability

C) conscientiousness; emotional stability

81) Which of the following is the major drawback of job sharing from management's perspective? A) increase in supervisory workload B) increased costs for providing supporting infrastructure (such as desk and computer) to two employees instead of one C) difficulty in finding compatible partners D) difficulty in designing the reward structure E) difficulty in coordinating schedules

C) difficulty in finding compatible partners

116) The University of Michigan studies define a(n) ________ leader as one who takes a personal interest in the needs of his/her subordinates. A) contingency B) task-oriented C) employee-oriented D) production-oriented E) structure initiating

C) employee-oriented

93) Which of the following is an effective means of countering social loafing? A) increase the rewards the group is given if it succeeds B) increase the amount by which the group's progress is monitored C) ensure that individual contributions to the group's outcome are identified D) increase the size of the group E) increase the group's work load

C) ensure that individual contributions to the group's outcome are identified

141) The most innovative companies are often characterized by all of the following except ________. A) vision-driven B) collaborative C) entrenched cultures D) unconventional E) openness

C) entrenched cultures

87) Role ________ indicates the way others believe you should act in a given context. A) perception B) identity C) expectation D) criterion E) style

C) expectation

101) Generally speaking, the most effective teams have ________ members. A) two to four B) three to five C) five to nine D) ten to fifteen E) fifteen to twenty

C) five to nine

135) The major advantage of the virtual organization is its ________. A) decentralized structure B) ability to enhance role clarity C) flexibility D) highly departmentalized structure E) ability to minimize organizational politics

C) flexibility

67) It was Marisol's first day at work. At first she was very nervous, but when she was introduced to her cubicle neighbor, Hanna, she was reassured by Hanna's soothing smile. Marisol thought that a person with such a beautiful smile could not be bad, and that she would enjoy having her in such close proximity. Which of the following concepts best describes this example? A) contrast effect B) fundamental attribution error C) halo effect D) selective perception E) self-serving bias

C) halo effect

62) David is of the opinion that people who drive SUVs are dangerous drivers. He often thinks that people driving SUVs are driving rashly, even when other observers can see nothing wrong with the behavior of the SUV drivers. What factor is affecting his perception in this case? A) his interests B) his personality C) his expectations D) his motives E) his attitude

C) his expectations

137) Organizations following a(n) ________ strategy try to both minimize risk and maximize opportunity for profit, moving into new products or new markets only after innovators have proven their viability. A) innovation B) cost-cutting C) imitation D) organic E) mechanistic

C) imitation

105) For a manager, it is worth understanding the grapevine in the organization because ________. A) it is the least costly way of transmitting information B) it improves employee motivation C) it helps tap into employee anxieties D) it increases job satisfaction for the employees E) it improves team efficiency

C) it helps tap into employee anxieties

65) According to the attribution theory, if a behavior scores ________, we tend to attribute it to external causes. A) low on distinctiveness B) high on adaptability C) low on consistency D) high on stability E) low on consensus

C) low on consistency

37) Which of the following terms best describes feelings that tend to be less intense than emotions? A) affect B) cognition C) moods D) thoughts E) reactions

C) moods

99) Teams that are composed of people who score high on ________ are more creative and innovative. A) emotional stability B) agreeableness C) openness to experience D) extraversion E) conscientiousness

C) openness to experience

68) Robbie and Brent are both coaches for a city youth baseball league which has recently experienced a five game losing streak. Robbie is concerned that the team is not practicing enough while Brent thinks that it is just a slump. The discrepancy within their thoughts is explained by ________. A) bounded rationality B) Halo Effect C) perceptual issue D) intuition E) escalation of commitment

C) perceptual issue

118) In the context of Fiedler's model, the situational dimension termed ________ relates to the degree of influence a leader has over power variables such as hiring, firing, discipline, promotions, and salary increases. A) task structure B) leader-member exchange C) position power D) initiating structure E) leader-member relations

C) position power

139) Which of the following is not a characteristic of organizational culture? A) attention to detail B) innovation and risk taking C) process orientation D) team orientation E) outcome orientation

C) process orientation

4. Which behavioral science discipline is most focused on understanding individual behavior? A) sociology B) social psychology C) psychology D) anthropology E) organizational behavior

C) psychology

73) According to the two-factor theory, ________ is a motivating factor. A) better company policy B) quality of supervision C) responsibility D) job security E) pay

C) responsibility

76) Jill is an excellent technical writer. She has never missed a deadline and all her projects are of superior quality. She now wants to telecommute two days a week, so that she can spend more time with her family. She feels that she has proven her reliability. However, her boss is unable to comply with her request and gives her a substantial raise instead. Jill's disappointment demonstrates a breakdown in the ________ relationship. A) performance-reward B) effort-performance C) rewards-personal goals D) effort-satisfaction E) performance-achievement

C) rewards-personal goals

78) The main difference between the ideas of self-efficacy and self-esteem is ________. A) self-efficacy cannot be improved B) self-esteem is often baseless C) self-efficacy refers specifically to tasks D) both A and B E) both A and C

C) self-efficacy refers specifically to tasks

117) Contingency theories focus on the ________ that impact leadership success. A) leader's personal characteristics and qualities B) leader's abilities to inspire and transform followers C) situational variables D) values and ethics E) aspects of the leader's behavior

C) situational variables

92) Which of the following terms indicates the tendency of individuals to spend less effort when working collectively? A) groupthink B) collective efficacy C) social loafing D) groupshift E) clustering

C) social loafing

82) Participative management is a method of management where ________. A) representatives of workers form work councils and these councils must be consulted when management makes decisions about employees B) few representatives of workers sit on a company's board of directors C) subordinates share a significant degree of decision-making power with their immediate superiors D) low-level workers meet occasionally with the CEO to discuss problems within their department E) low-level workers are responsible for making corporate policy decisions

C) subordinates share a significant degree of decision-making power with their immediate superiors

107) Which of the following is not a physical manifestation of being a good listener? A) making eye contact B) learning in toward the speaker C) touching the speaker D) encouraging the speaker to continue E) paraphrasing the content back to the speaker

C) touching the speaker

122) All of the following are consequences of a relationship of trust between supervisors and employees, except that ________. A) trust facilitates information sharing B) trusting groups are more effective C) trust discourages taking risks D) trust enhances productivity E) company bottom lines are positively influenced by trust

C) trust discourages taking risks

109) All of the following are high in channel richness except ________. A) words B) postures C) writing D) gestures E) smiles

C) writing

93. Which of the following illustrates the use of information systems to strengthen customer and supplier intimacy? A. A hot tub dealer's use of information systems to determine which models and options its customers are most likely to buy B. A shoe manufacturer's use of information systems in selling custom, made-to-order shoes directly to customers C. A PC manufacturer's use of information systems to facilitate direct access from suppliers to their production schedules D. A grocery store chain's use of information systems to produce products and services at a lower price than competitors E. An airline's use of information systems to analyze detailed data on customers to determine each customer's profitability

C. A PC manufacturer's use of information systems to facilitate direct access from suppliers to their production schedules

98. Which of the following terms refers to significant disparities in access to computers and the Internet among different social groups and different locations? A. Computer vision syndrome (CVS) B. Technostress C. Digital divide D. Repetitive Stress Injury (RSI) E. Carpal tunnel syndrome (CTS)

C. Digital divide

66. You manage the Information Systems department at a small startup Internet advertiser. You need to set up an inexpensive system that allows customers to see real-time statistics, such as views and click-throughs, about their current display ads. Which type of system will most efficiently provide a solution? A. Customer relationship management (CRM) B. Enterprise system C. Extranet D. Intranet E. KWM

C. Extranet

104. Which of the following is a data analysis technology that finds hidden connections between data in disparate sources? A. HIPAA B. FIP C. NORA D. COPPA E. Spyware

C. NORA

112. Which of the following occurs when muscle groups are forced through tens of thousands of repetitions under low-impact loads? A. Carpal tunnel syndrome (CTS) B. Computer vision syndrome (CVS) C. Repetitive Stress Injury (RSI) D. Technostress E. RSS

C. Repetitive Stress Injury (RSI)

55. As described in the chapter case, which of the following constitutes a people element of the UPS tracking system? A. The web-based Post Sales Order Management System B. The ability to provide package status reports to customers C. The decision to use automation D. The implementation of in-house package tracking software E. The ability to embed UPS functions in external sites

C. The decision to use automation

57. To make sure it stocks clothes that its customers will purchase, a department store implements a new application that analyzes spending levels at its stores and cross-references this data to popular clothing styles. Which of the following business objectives is this information intended to support? A. new products B. survival C. customer intimacy D. improved decision making E. operational excellence

C. customer intimacy

53. All of the following can be considered managerial responsibilities except: A. making action plans to solve organizational problems. B. creating new products and services. C. designing new information systems. D. allocating human resources to coordinate the work to be done. E. setting strategy for responding to business challenges in the environment.

C. designing new information systems.

85. Which of the following is not one of the competitive forces in Porter's model? A. suppliers B. competitors C. external environment D. customers E. Technology

C. external environment

90. ________ typically develop a single information system, usually at the home base, and then replicate it around the world. A. domestic exporters B. multinational firms C. franchisers D. transnational firms E. virtual companies

C. franchisers

94. The Internet raises the bargaining power of customers most effectively by: A. creating new opportunities for building loyal customer bases. B. making more products available. C. making information available to everyone. D. lowering transaction costs. E. reducing barriers to entry.

C. making information available to everyone.

56. The average number of baseball tickets sold at a particular price is an example of: A. input B. raw data C. meaningful information D. output E. feedback

C. meaningful information

52. Data management technology consists of the: A. physical hardware and media used by an organization for storing data. B. detailed, preprogrammed instructions that control and coordinate the computer hardware components in an information system. C. software governing the organization of data on physical storage media. D. hardware and software used to transfer data. E. universally accepted standards for storing data

C. software governing the organization of data on physical storage media.

83. When the output of some units can be used as inputs to other units, or if two organizations pool markets and expertise that result in lower costs and generate profits, ________ are created. A. value webs B. value chains C. synergies D. core competencies E. benchmarks

C. synergies

109. All of the following are factors in U.S. federal sentencing guidelines with respect to business executives except: A. the monetary value of the crime B. the presence of a conspiracy to prevent discovery of the crime C. the use of technology to commit the crime D. the use of structured financial transactions to hide the crime E. the failure to cooperate with prosecutors

C. the use of technology to commit the crime

125) Which of the following statements is true regarding conflict? A) The smaller the group, the greater the likelihood of conflict. B) The less specialized the activities of the group, the greater the likelihood of conflict. C) People low in the personality traits of disagreeableness, neuroticism, or self-monitoring are more likely to engage in a conflict. D) Diversity of goals among groups is a major source of conflict. E) As the ambiguity about where responsibility for actions lies decreases, the potential for conflict increases.

D) Diversity of goals among groups is a major source of conflict.

136) ________ is a systematic effort to make an organization leaner by selling off business units, closing locations, or reducing staff. A) Removing boundaries B) Departmentalizing C) Decentralizing D) Downsizing E) Formalizing

D) Downsizing

69) Motivation can be defined by three key elements. ________ is one of these three key elements and it is the element most of us focus on when we talk about motivation. A) Intelligence B) Experience C) Expertise D) Intensity E) Knowledge

D) Intensity

97) During an interview with one team member, you learn that several members of the team have had conflicts regarding the content of a task to which the team was recently assigned. Are these conflicts likely to be reducing the group's productivity? A) Yes, because interpersonal conflicts always hurt a team's performance. B) No, because conflicts based on personal animosity rarely affect team operations. C) Yes, because task-related conflicts lead to poor team decisions. D) No, because task-related conflicts usually benefit the performance of a team. E) Yes, because disagreements about tasks usually lessen groupthink.

D) No, because task-related conflicts usually benefit the performance of a team.

103) Emotional sharing is very prominent in the workplace and a way for many individuals to meet their social needs. Why is this? A) People are emotionally unstable and bring that to work. B) People are lazy and just want to socialize at work. C) Sharing while working improves performance. D) The workplace is the primary source of social interaction for most people. E) People have no lives and work all the time.

D) The workplace is the primary source of social interaction for most people.

55) Why are agreeable people usually less successful in their careers? A) They aren't happy in their lives. B) They aren't liked by superiors. C) They don't make many friends. D) They don't negotiate well. E) They are prone to impulsive behavior.

D) They don't negotiate well.

46) Which of the following statements is true about the difference between men and women when it comes to emotional reactions? A) Men are more emotionally expressive than women. B) Men experience emotions more intensely than women. C) Women express anger more frequently than men. D) Women tend to "hold onto" emotions longer than men. E) Men display positive emotions more frequently than women.

D) Women tend to "hold onto" emotions longer than men.

58) As compared to high self-monitors, low self-monitors ________. A) tend to be more mobile in their careers B) pay closer attention to the behavior of others C) receive better performance ratings D) are less likely to emerge as leaders E) show less commitment to their organizations

D) are less likely to emerge as leaders

108) One of the major disadvantages of oral communication is that ________. A) people unintentionally change the message and meaning B) people intentionally change the message and meaning C) people can ask for immediate feedback D) both A and B E) both A and C

D) both A and B

90) Research has indicated that in gender-diverse groups, strong politically correct norms increase group ________. A) dissention B) citizenship behaviors C) turnover D) creativity E) expectations

D) creativity

134) A bureaucracy is characterized by all of the following except ________. A) highly routine operating tasks B) formalized rules and regulations C) tasks that are grouped into functional departments D) decentralized decision making E) high work specialization

D) decentralized decision making

94) Alberto is working with a group of fifteen people to coordinate the merger of two corporations. Everyone in the group is highly qualified, offers relevant information, and has high norms. Still, the group seems to be slow at outlining a definitive plan for the merger. With the information provided, what would be the fastest and best way for Alberto to increase cohesiveness and productivity? A) hold long meetings at a restaurant or in a social setting B) stimulate competition within the group C) decrease the time members spend together D) decrease the size of the group E) invite more members into the group

D) decrease the size of the group

86) Which of the following is an example of an intrinsic reward? A) bonus B) profit-sharing plan C) employee stock option D) employee recognition E) gainsharing

D) employee recognition

132) Your trainees are given a case study concerning a local manufacturing firm called Acme Products. In assessing Acme's organizational structure, your trainees notice that all of the company's decisions are made by top management, with little or no input from lower-level personnel. The trainees most likely identify Acme as a(n) ________ organization. A) highly decentralized B) highly formalized C) highly departmentalized D) highly centralized E) informally structured

D) highly centralized

115) The Ohio State Studies narrowed the independent dimensions of leader behavior to two dimensions that substantially accounted for most of the leadership behavior described by employees: consideration and ________. A) employee-orientation B) empathy C) constructing vision D) initiating structure E) charisma

D) initiating structure

140) A(n) ________ organization is an organization that takes on a life of its own, apart from its founders or members and is valued for itself and not for the goods or services it produces. A) virtual B) matrix C) team D) institutionalized E) centralized

D) institutionalized

142) The ultimate source of an organization's culture is ________. A) its top management B) its environment C) the country in which the organization operates D) its founders E) the sociocultural backgrounds of its employees

D) its founders

51) Holly is a highly motivated professional who likes to take on new tasks and makes certain that everything she does is done to perfection. In which two of the Big Five personality traits would Holly most likely score high? A) conscientiousness and emotional stability B) emotional stability and extroversion C) extroversion and openness to experience D) openness to experience and emotional stability E) extroversion and conscientiousness

D) openness to experience and emotional stability

79) At its core, reinforcement theory contends that ________ condition(s) ________. A) outcomes; motivation B) motivation; self-fulfilling prophecy C) self-fulfilling prophecy; reinforcement D) reinforcement; behavior E) behavior; outcomes

D) reinforcement; behavior

96) Research suggests that when members feel confident to ________ without fear of punishment, ________ can be beneficial and boost team performance. A) speak up; training sessions B) complain; training sessions C) complain; conflict D) speak up; conflict E) speak up; gossip

D) speak up; conflict

80) Anya is a graphic designer in a firm specializing in making logos for their clients. Last week, she got client specifications on how to make a new logo. She was able to create a prototype, and having got it initially reviewed by her immediate supervisor, she made changes until the client was satisfied with her final product. Based on this description, it's safe to say that Anya's job is high in ________ and ________. A) task significance; feedback B) autonomy; skill variety C) feedback; skill variety D) task identity; feedback E) skill variety; autonomy

D) task identity; feedback

127) The conflict-handling intention of accommodating is ________. A) assertive and uncooperative B) assertive and cooperative C) unassertive and uncooperative D) unassertive and cooperative E) reflective and assertive

D) unassertive and cooperative

60) According to the Hofstede's framework, ________ indicates the degree to which people in a country prefer structured to unstructured situations. A) collectivism B) power distance C) long-term orientation D) uncertainty avoidance E) individualism

D) uncertainty avoidance

53) Highly conscientious individuals may tend to do all but which of the following? A) put family behind work B) put themselves before others C) have trouble learning complex skills D) work to create new and more effective methods E) focus more on performing rather than learning

D) work to create new and more effective methods

70. Which of the following systems supports making decisions that are unique, rapidly changing, and not easily specified in advance? A. Management information system (MIS) B. Transaction processing system (TPS) C. Executive support system (ESS) D. Decision support system (DSS) E. KWM

D. Decision support system (DSS)

76. Which of the following systems is designed to support organization-wide process coordination and integration? A. Decision support system (DSS) B. Management information system (MIS) C. Customer relationship management (CRM) D. Enterprise applications E. Executive support system (ESS)

D. Enterprise applications

97. Which of the following best describes Immanuel Kant's categorical imperative? A. If an action cannot be taken repeatedly, then it is not right to be taken at any time. B. One should take the action that produces the least harm or incurs the least cost. C. One can put values in rank order and understand the consequences of various courses of action. D. If an action is not right for everyone to take, it is not right for anyone to take. E. You should act towards others as you would like them to act towards you.

D. If an action is not right for everyone to take, it is not right for anyone to take.

108. Which of the following is a primary drawback to the "do anything anywhere" computing environment? A. It makes work environments less pleasant. B. It creates a digital divide. C. It centralizes power at corporate headquarters. D. It blurs the traditional boundaries between work and family time. E. It leads to employees being paid less for the total amount of work performed.

D. It blurs the traditional boundaries between work and family time.

69. A human resources system that summarizes the total moving, house-hunting, and home financing costs for employees in all company divisions is an example of which of the following? A. Knowledge management system (KMS) B. Transaction processing system (TPS) C. Executive support system (ESS) D. Management information system (MIS) E. Customer relationship management (CRM) system

D. Management information system (MIS)

87. A manufacturer of deep-sea oil rigs may be least concerned about which of these marketplace forces? A. Product differentiation B. Traditional competitors C. Low number of suppliers D. New market entrants E. Substitute products

D. New market entrants

106. Which of the following is not true about the GDPR? A. The GDPR requires Internet companies to obtain explicit consent from consumers for the use of their personal data. B. The GDPR requires Internet companies to delete information at the user's request. C. The GDPR requires Internet companies to retain information only as long as absolutely necessary. D. The GDPR rejects the right to be forgotten. E. The GDPR applies only to all companies providing services in Europe.

D. The GDPR rejects the right to be forgotten.

92. Which of the following statements about cycle time is not true? A. Cycle time refers to the total elapsed time from the beginning of a process to its end. B. Shorter cycle times mean that problems are caught earlier in the process. C. Finding ways to reduce cycle time often means finding ways to simplify production steps. D. The fewer steps in a production process, the more likely that an error will occur. E. Information systems can help reduce cycle time.

D. The fewer steps in a production process, the more likely that an error will occur.

61. All of the following describe the effects of globalization except: A. significant decreases in operating costs. B. reduction of labor costs through outsourcing C. ability to find low-cost suppliers D. increases in transaction costs E. replication of business models in multiple countries

D. increases in transaction costs

71. The term management information systems refers to a specific category of information systems serving: A. integrated data processing throughout the firm. B. transaction processing reporting C. senior management D. middle management functions E. knowledge workers

D. middle management functions

102. Which of the following ethical guidelines suggests that you put yourself in the place of others, and think of yourself as the object of the decision? A. Kant's categorical imperative B. the risk aversion principle C. the utilitarian principle D. the Golden rule E. the "no free lunch" rule

D. the Golden rule

113) Which of the following statements regarding leadership is true? A) All leaders are managers. B) Formal rights ensure good leadership. C) All managers are leaders. D) All leaders are hierarchically superior to followers. E) Nonsanctioned leadership is as important as formal influence.

E) Nonsanctioned leadership is as important as formal influence.

13) Which of the following is not a stereotype? A) Older workers will tire more quickly than younger workers. B) Women are too emotional to be police officers. C) College professors are narcissistic. D) Politicians are sleazy and dishonest. E) People of Asian descent have dark hair.

E) People of Asian descent have dark hair.

148) Which of the following is not one of the characteristics of a spiritual organization? A) Benevolence B) Strong sense of purpose C) Trust and respect D) Open-mindedness E) Strong religious foundation

E) Strong religious foundation

59) Which of the following statements is not true regarding values? A) They are partly determined by our genetically transmitted traits. B) They tend to be relatively stable and enduring. C) They have both content and intensity attributes. D) They carry an individual's ideas as to what is right, good, or desirable. E) There is no substantial variability in values across cultures.

E) There is no substantial variability in values across cultures.

43) Ben is prone to experiencing emotions in a much stronger manner than most other people. Events that don't provoke any significant emotional response in the average person often send him into fits of happiness, anger, or depression. Ben has a high level of ________. A) emotional dissonance B) negative affect C) emotional intelligence D) positive affect E) affect intensity

E) affect intensity

104) The grapevine within an organization provides which benefit(s)? A) creates a sense of closeness within the organization B) gives managers a feel for the morale of the organization C) gives managers a sense of who is well networked in the organization D) both A and B E) all A, B, and C

E) all A, B, and C

145) An organizational culture most likely to shape high ethical standards among its members is one that ________. A) is low in risk tolerance B) is high in aggressiveness C) focuses only on outcomes D) takes a short-term perspective E) balances the rights of multiple stakeholders

E) balances the rights of multiple stakeholders

150) Managers in a developing country would see which of the following as ethical responsibility? A) paying people "under the table" B) doing favors for family and friends C) giving the workers a share of the company D) both A and C E) both B and C

E) both B and C

64) With reference to the attribution theory, which of the following terms indicates the extent to which an individual displays different behaviors in different situations? A) continuity B) integrity C) stability D) flexibility E) distinctiveness

E) distinctiveness

36) Kathryn expresses her anger against her supervisor for denying her a well-deserved promotion. Which of the following terms best describes the intense feelings that she directs at him? A) affect B) cognition C) moods D) emotional labor E) emotions

E) emotions

131) A ________ allows management to make the most efficient use of its employees' skills and even successfully improve them through repetition. A) low degree of centralization B) high degree of formalization C) wider span of control D) low degree of departmentalization E) high degree of work specialization

E) high degree of work specialization

44) Research suggests which of the following relationships exists between the weather and mood? A) moderately positive effect B) moderately negative effect C) strong positive effect D) strong negative effect E) limited or little effect

E) limited or little effect

100) Teams that consist of team members that score ________ are more likely to perform poorly. A) high on conscientiousness B) high on openness to experience C) high on emotional stability D) low on extraversion E) low on agreeableness

E) low on agreeableness

49) According to the Myers-Briggs Type Indicator (MBTI) classification, people belonging to the "________" type are flexible and spontaneous. A) thinking B) extraverted C) introverted D) feeling E) perceiving

E) perceiving

102) Individuals with a positive ________ identity but without a positive ________ identity can become fixed to their teams and unwilling to coordinate with other teams within the organization. A) organizational; self-efficacy B) self-efficacy; virtual C) virtual; individual D) individual; team E) team; organizational

E) team; organizational

51. What percent of the Fortune 500 companies uses Twitter to communicate with their customers? A. 20 percent B. 40 percent C. 50 percent D. 60 percent E. 80 percent

E. 80 percent

114. Which of the following is not an example of the potential dark side of big data? A. Police visits to individuals whom a computer system identified as likely to commit a crime in the future B. Use of a device installed in a car to analyze driving habits C. Use of a predictive modeling system that predicts life expectancy by using data about individual consumers' buying habits as well as personal and family medical histories D. Use of computerized systems to filter and hire job applicants E. Analyzing data from sensors installed in local parks to monitor soil moisture

E. Analyzing data from sensors installed in local parks to monitor soil moisture

73. A ________ provides information to coordinate all of the business processes that deal with customers in sales, marketing, and service to optimize revenue, customer satisfaction, and customer retention. A. Transaction processing system (TPS) B. Management information system (MIS) C. Executive support system (ESS) D. CPS E. Customer relationship management (CRM) system

E. Customer relationship management (CRM) system

68. Which of the following systems is designed to summarize and report on the company's basic operations? A. Knowledge management system (KMS) B. Decision support system (DSS) C. Executive support system (ESS) D. Transaction processing system (TPS) E. Management information system (MIS)

E. Management information system (MIS)

115. Which of the following replaced the U.S. Department of Commerce safe harbor framework that enabled U.S. businesses to legally use personal data from EU countries? A. COPPA B. P3P C. PGP D. FIP E. Privacy Shield

E. Privacy Shield

74. Which type of system would you use to change a production schedule if a key supplier was late in delivering goods? A. Executive support system (ESS) B. Customer relationship management (CRM) system C. Management information system (MIS) D. Decision support system (DSS) E. Supply chain management (SCM) system

E. Supply chain management (SCM) system

103. Which of the following forms of protection of intellectual property requires that the property be the subject of a nondisclosure agreement? A. Copyright B. Patent C. All forms of intellectual property protection D. Trademark E. Trade secret

E. Trade secret

62. The fundamental set of assumptions, values, and ways of doing things that has been accepted by most of a company's members is called its: A. business process B. environment C. atmosphere D. values E. culture

E. culture

79. All of the following could be considered substitute products for industrial electricity generation except: A. solar B. wind C. coal D. hydro-power E. ethanol

E. ethanol

107. The obligations that individuals and organizations have regarding the preservation of existing values and institutions fall within which of the following moral dimensions of the information age? A. family and home B. property rights and obligations C. system quality D. accountability and control E. quality of life

E. quality of life

67. Identifying potential customers for the businesses' products or services is an activity associated with the ________ function. A. finance and accounting B. human resources C. manufacturing and production D. technology E. sales and marketing

E. sales and marketing

100. The FIP principle of Notice/Awareness states that: A. customers must be allowed to choose how their information will be used for secondary purposes other than the supporting transaction. B. data collectors must take responsible steps to assure that consumer information is accurate and secure from unauthorized use. C. there must be a mechanism in place to enforce FIP principles. D. consumers should be able to review the data collected about them. E. websites must disclose their information practices before collecting data

E. websites must disclose their information practices before collecting data

56. Drop shippers perform which of the following functions? a. Assumes title and ships coal, lumber, or heavy equipment to a buyer. b. Stocks the bread rack in a grocery store. c. Maintains, owns, and stocks a CD display in a grocery store. d. Sells jewelry out of a catalog.

a. Assumes title and ships coal, lumber, or heavy equipment to a buyer.

48. Which of the following statements about passwords is not true? a. Authentication cannot be established by the use of a password. b. Password systems that are too rigorous may hinder employee productivity. c. Passwords can be stolen through social engineering. d. Passwords can be stolen through social engineering. e. Passwords can be sniffed when being transmitted over a network.

a. Authentication cannot be established by the use of a password.

128. What kind of decision making tool could help you develop a recommended system for your firm's website which has 50,000 visitors a month? a. Big Data Analytics b. Sensitivity Analysis c. Goal seeking d. Forecasting e. Simulation

a. Big Data Analytics

35. A network that spans a college or corporate facility is called a: a. CAN. b. MAN. c. LAN d. WAN e. WSN

a. CAN.

87. is a philosophy holding that a company's marketing should support the best long-run performance of the marketing system. a. Enlightened marketing b. Myopic marketing c. Fundamental marketing d. Conceptual marketing

a. Enlightened marketing

99. Given recent information about growth trends and growth potential of ethnic populations within the U.S. market, which of the following ethnic groups would be a best bet to double during the next half century and become one of the U.S. market's most viable segments? a. Hispanics and Asians b. African Americans c. Western Europeans d. Middle Eastern

a. Hispanics and Asians

41. ____________is a principle of enlightened marketing that requires that a company seek real product and marketing improvements. a. Innovative marketing b. Consumer-oriented marketing c. Value marketing d. Sense-of-mission marketing

a. Innovative marketing

117. If Mark Mars pays Hershey Foods Corporation for the right to use their name on his line of T-shirts, then Mr. Mars is using which type of branding? a. Licensed brand b. Manufacturer's brand c. Private brand d. Co-brand

a. Licensed brand

111. If an advertiser wants flexibility, timeliness, good local market coverage, broad acceptability, and high believability, the advertiser will probably choose which of the following mass media types? a. Newspapers b. Television c. Direct Mail d. Radio

a. Newspapers

122. The shrinking of distances due to technological advances such as computer and fax connections by telephone, are one characteristic of what new challenge to marketing? a. Rapid globalization. b. The changing world economy. c. The call for more socially responsible marketing. d. The micro-chip revolution.

a. Rapid globalization.

137. Each salesperson is assigned to an exclusive area in which to sell the company's full line of products or services in which type of salesforce structure? a. Territorial sales force. b. Product sales force. c. Customer sales force. d. Hybrid sales force

a. Territorial sales force.

40. All of the following are types of information systems general controls except: a. application controls b. computer operations controls c. hardware controls d. software controls e. administration controls

a. application controls

129. CAD systems: a. are capable of generating realistic-looking three-dimensional graphic designs that can be rotated and viewed from all sides. 8b. provide an important source of expertise for organizations. c. allow groups to work together on documents. d. are high-end PCs used in the financial sector to analyze trading situations instantaneously and facilitate portfolio management. e. are used for creating virtual reality environments.

a. are capable of generating realistic-looking three-dimensional graphic designs that can be rotated and viewed from all sides.

107. One common misuse of marketing research findings in contemporary business is the tendency for marketing research to: a. become a vehicle for pitching the sponsor's products. b. become a vehicle for discriminating in the marketplace. c. become a means for raising prices. d. become a means for unfair competition.

a. become a vehicle for pitching the sponsor's products.

134. Technological advances, shifts in consumer tastes, and increased competition, all of which reduce demand for a product are typical of which stage in the PLC? a. decline stage b. introduction stage c. growth stage d. maturity stage

a. decline stage

116. You are answering phones for a local utilities provider and are speaking with an extremely angry customer. Because your company manual advises employees to transfer hostile calls to a superior, you do this. What quality dimension of decisions does your action reflect? a. due process b. justice c.. fairness d. coherence e. accuracy

a. due process

45. A firewall allows the organization to: a. enforce a security policy on data exchanged between its network and the Internet. b. check the accuracy of all transactions between its network and the Internet. c. create an enterprise system on the Internet. d. check the content of all incoming and outgoing email messages. e. create access rules for a network.

a. enforce a security policy on data exchanged between its network and the Internet.

140. Costs that do not vary with production or sales levels are called: a. fixed costs. b. variable costs. c. standard costs. d. independent costs.

a. fixed costs.

74. The "in" suppliers are most likely to get nervous and feel pressure to put their best foot forward in which of the following types of buying situations? a. modified rebuy b. new task buying c. straight rebuy d. indirect rebuy

a. modified rebuy

71. A _________is a need that is sufficiently pressing to direct the person to seek satisfaction. a. motive b. want c. demand d. requirement

a. motive

121. A company is in the stage of the new product development process when the company develops the product concept into a physical product in order to assure that the product idea can be turned into a workable product. a. product development b. commercialization c. marketing strategy d. business analysis

a. product development

65. A is a promotion strategy that calls for using the sales force and trade promotion to move the product through channels. a. push strategy b. pull strategy c. blocking strategy d. integrated strategy

a. push strategy

81. A price reduction to buyers who buy in large volumes is called a(n): a. quantity discount. b. cash discount. c. seasonal discount. d. trade discount.

a. quantity discount.

62. When an importing country sets limits on the amount of goods it will accept in certain product categories it is called a(n): a. quota. b. barrier. c. tariff. d. embargo.

a. quota.

43. The Gramm-Leach-Bliley Act: a. requires financial institutions to ensure the security of customer data. b. specifies best practices in information systems security and control. c. imposes responsibility on companies and management to safeguard the accuracy of financial information. d. outlines medical security and privacy rules. e. identifies computer abuse as a crime and defines abusive activities.

a. requires financial institutions to ensure the security of customer data.

101. If your company were to make a product such as a suit of clothes and sold that product to a retailer, your company would have sold to the market. a. reseller b. business c. government d. service

a. reseller

42. Which of the following refers to policies, procedures, and technical measures used to prevent unauthorized access, alteration, theft, or physical damage to information systems? a. security b. controls c. Benchmarking d. algorithms e. identity management

a. security

119. Finding out why orders are not being filled on time at a distribution center is what kind of decision scenario? a. semi-structured b. high-velocity c. unstructured d. procedural e. operational

a. semi-structured

144. One of the most common problems with using internal database information is that: a. since it was probably collected for some other purpose, it may be incomplete or wrong. b. it is usually expensive to retrieve. c. top executives are usually unwilling to relinquish data, therefore, the data has limits. d. the data is almost always unsecured and, therefore, suspect as to reliability.

a. since it was probably collected for some other purpose, it may be incomplete or wrong.

67. Even though buying roles in the family change constantly, the has traditionally been the main purchasing agent for the family. a. wife b. husband c. teenage children d. grandparent

a. wife

46. __________factors are the most popular bases for segmenting customer groups. a. Geographic b. Demographic c. Psychographic d. Behavioral

b. Demographic

149. The study of human populations in terms of size, density, location, age, gender, race, occupation, and other statistics is called: a. Geothermy. b. Demography. c. Ethnography. d. Hemos-popography.

b. Demography.

64. is the practice of adopting policies and developing strategies that both sustain the environment and produce profits for the company. a. Environmentalism b. Environmental sustainability c. Consumerism d. Consumer accountability

b. Environmental sustainability

55. Rolls Royce uses which of the following distribution formats? a. Intensive distribution b. Exclusive distribution c. Selective distribution d. Open distribution

b. Exclusive distribution

45. The fact that services are sold, produced, and consumed at the same time refers to which of the following service characteristics? a. Intangibility b. Inseparability c. Variability d. Perishability

b. Inseparability

38. consists of dividing a market into distinct groups of buyers on the basis of needs, characteristics, or behavior who might require separate products or marketing mixes. a. Product differentiation b. Market segmentation c. Market targeting d. Market positioning

b. Market segmentation

125. ________ are designed to have a generalized capability to learn. a. Knowledge-based systems b. Neural networks c. Fuzzy logic systems d. Expert systems e. Genetic algorithms

b. Neural networks

39. ________are ads that appear while subscribers are surfing online services or Web sites, including banners, pop-up windows, "tickers," and "roadblocks." a. Online infomercials b. Online ads c. Online broadcasts d. Online bullets

b. Online ads

52. Which of the following promotional budget methods wrongly views sales as the cause of promotion rather than as the result? a. Affordable method b. Percentage-of-Sales method c. Competitive-parity method d. Objective-and-task method

b. Percentage-of-Sales method

108. is a person's distinguishing psychological characteristics that lead to relatively consistent and lasting responses to his or her own environment. a. Psychographics b. Personality c. Demographics d. Lifestyle

b. Personality

7. Setting call objectives is done during which of the following stages of the selling process? a. Prospecting b. Pre approach c. Approach d. Handling objections

b. Pre approach

78. is the step in the selling process in which the salesperson learns as much as possible about a prospective customer before making a sales call. a. Prospecting b. Pre approach c. Approach d. Handling objections

b. Pre approach

49. 3M runs a Pollution Prevention Pays program that has led to a substantial reduction in pollution and costs. This would be an example of responding to which of the following? a. Nader's raiders. b. The "green movement." c. Governmental regulation. d. International competition.

b. The "green movement."

121. A KPI is: a. an industry standard for measuring performance along a given dimension. b. a measure proposed by senior management. c. an alternative to the balanced scorecard method. d. an analytic technique for measuring financial performance. e. a measurement of knowledge performance.

b. a measure proposed by senior management.

80. Traditionally, companies have defined their businesses in product terms or in technological terms. However, mission statements should be all of the following EXCEPT : a. market oriented. b. a statement of religion. c. motivating. d. based on distinctive competencies.

b. a statement of religion.

131. The goal of the marketing logistics system should be to provide: a. a targeted level of promotional support. b. a targeted level of customer service at the least cost. c. a targeted level of transportation expense ratio. d. a targeted level of field support.

b. a targeted level of customer service at the least cost.

103. The type of trade-promotion discount in which manufacturers agree to reduce the price to the retailer in exchange for the retailer's agreement to feature the manufacturer's products in some way is called a(n): a. discount. b. allowance. c. premium. d. rebate.

b. allowance.

70. Which of the following is NOT one of the five stages of the buyer decision process? a. need recognition b. brand identification c. information search d. purchase decision

b. brand identification

112. If your company were to make light bulbs to be used in photocopiers, you would most likely be selling to a ________market. a. reseller b. business c. government d. service

b. business

50. When an international seller sells a plant, equipment, or technology to another country and agrees to take payment in the resulting products, it is called: a. barter. b. buy-back. c. counter purchase. d. like-value exchange.

b. buy-back.

20. More and more salespeople are being evaluated and compensated based on different measures than in the past. All of the following are illustrations of those measures EXCEPT : a. long-term customer satisfaction. b. competitive predatory pricing performance. c. full customer service. d. retention rates.

b. competitive predatory pricing performance.

49. In controlling network traffic to minimize slow-downs, a technology called ________ is used to examine data files and sort low-priority data from high-priority data. a. high availability computing b. deep packet inspection c. application proxy filtering d. stateful inspection e. unified threat management

b. deep packet inspection

61. In evaluating messages for advertising, telling how the product is better than the competing brands aims at making the ad: a. meaningful. b. distinctive. c. believable. d. remembered.

b. distinctive.

17. The use of multiple computers linked by a communications network for processing is called: a. grid computing b. distributed processing c. client/server computing d. centralized processing e. supercomputing

b. distributed processing

126. A "three-day cooling off period" in which buyers can cancel a contract after re-thinking it is to protect the consumer from: a. creative selling b. high pressure selling c. detail selling d. hard core selling

b. high pressure selling

51. The stage is the product life cycle that focuses on expanding market and creating product awareness and trial is the: a. decline stage. b. introduction stage. c. growth stage. d. maturity stage.

b. introduction stage.

96. A company faces several major decisions in international marketing. The first of these decisions is often: a. deciding whether to go international. b. looking at the global marketing environment. c. deciding which markets to enter. d. deciding how to enter markets.

b. looking at the global marketing environment.

75. All of the following are ways that marketing plays a key role in the company's strategic planning EXCEPT : a. marketing provides a guiding philosophy. b. marketing is the only discipline that can provide a formal structure for the planning effort. c. marketing provides inputs to strategic planners by helping to identify attractive market opportunities. d. within individual business units, marketing designs strategies for reaching the unit's objectives.

b. marketing is the only discipline that can provide a formal structure for the planning effort.

88. A company is practicing if it focuses on subsegments with distinctive traits that may seek a special combination of benefits. a. micromarketing b. niche marketing c. mass marketing d. segment marketing

b. niche marketing

97. A _______________is the way consumers perceive an actual or potential product. a. product idea b. product image c. product concept d. product feature

b. product image

119. The ______________holds that consumers will favor products that are available and highly affordable (therefore, work on improving production and distribution efficiency). a. product concept b. production concept c. production cost expansion concept d. marketing concept

b. production concept

100. All of the following are methods by which a company can divide up its sales responsibilities EXCEPT: a. territorial sales force structure. b. psychographic trait sales force structure. c. product sales force structure. d. customer sales force structure.

b. psychographic trait sales force structure.

66. Consumer goods with unique characteristics or brand identification often requiring a special purchase effort are called: a. custom products. b. specialty products. c. convenience products. d. shopping products.

b. specialty products.

40. In terms of special product life cycles, a _______is a basic and distinctive mode of expression. a. genre b. style c. fashion d. fad

b. style

90. All of the following are commonly recognized promotion budget formats EXCEPT : a. the affordable method. b. the LIFO method. c. the percentage-of-sales method. d. the objective-and-task method.

b. the LIFO method.

115. All of the following factors can affect the attractiveness of a market segment EXCEPT : a. the presence of many strong and aggressive competitors. b. the likelihood of government monitoring. c. actual or potential substitute products. d. the power of buyers in the segment.

b. the likelihood of government monitoring.

69. The purpose of strategic planning is to find ways in which the company can best: a. overcome losses. b. use its strengths to take advantage of attractive opportunities in the environment. c. avoid paying taxes. d. avoid the expense of costly research and development while still getting the benefits.

b. use its strengths to take advantage of attractive opportunities in the environment.

86. Conflicts between different levels of the same channel of distribution are referred to as: a. horizontal conflicts. b. vertical conflicts. c. layer-based conflicts. d. parallel conflicts.

b. vertical conflicts.

95. Catalog marketing is big business in the United States. The average household receives catalogs per year. a. 25 b. 50 c. 75 d. 100

c. 75

92. is a strategy of using a successful brand name to launch a new or modified product in a new category. a. Duo branding b. Line extension c. Brand extension d. Multi branding

c. Brand extension

91. When a company reviews sales, costs, and profit projections for a new product to find out whether these factors satisfy the company's objectives, they are in which of the following new process development stages? a. Concept development and testing. b. Commercialization. c. Business analysis. d. Marketing strategy development.

c. Business analysis.

132. Setting the promotion budget so as to match the budgets of the competition is characteristic of which of the following budget methods? a. Affordable method b. Percentage-of-Sales method c. Competitive-parity method d. Objective-and-task method

c. Competitive-parity method

120. If advertising constantly sends out messages about materialism, sex, power, and status, which of the following categories of social criticism most closely matches this problem? a. Too much advertising. b. Too few social goods. c. Cultural pollution. d. Too much political power.

c. Cultural pollution.

150. Marketers are sometimes accused of deceptive practices that lead consumers to believe they will get more value than they actually do. includes practices such as falsely advertising "factory" or "wholesale" prices or a large price reduction from a phony high retail price. a. Deceptive promotion b. Deceptive packaging c. Deceptive pricing d. Deceptive cost structure

c. Deceptive pricing

146. The advantages of audience selectivity, no ad competition and personalization apply to which type of media? a. Newspapers b. Television c. Direct Mail d. Radio

c. Direct Mail

122. All of the following are intelligent agents that are able to respond to human voice commands with useful information in voice or written form except: a. Apple's Siri b. Microsoft's Cortana c. FaceBook's DeepFace d. Amazon's Alexa e. Google Now

c. FaceBook's DeepFace

129. is screening new-product ideas in order to spot good ideas and drop poor ones as soon as possible. a. Idea generation b. Concept development and testing c. Idea screening d. Brainstorming

c. Idea screening

37. Which of the following is not an example of a computer used as a target of crime? a. Knowingly accessing a protected computer to commit fraud b. Accessing a computer system without authority c. Illegally accessing stored electronic communication d. Threatening to cause damage to a protected computer e. Breaching the confidentiality of protected computerized data

c. Illegally accessing stored electronic communication

94. is the concept under which a company carefully integrates and coordinates its many communications channels to deliver a clear, consistent, and compelling message about the organization and its products. a. The promotion mix b. Integrated international affairs c. Integrated marketing communications d. Integrated demand characteristics

c. Integrated marketing communications

120. A restaurant client has asked you to develop a system that would provide smartphone alerts about special discounts to potential customers in the vicinity. Which of the following tools will provide the solution? a. Genetic algorithms b. Neural Networks c. Location analytics d. Operational analytics e. Big Data Analytics

c. Location analytics

43. _________is the process of evaluating each market segment's attractiveness and selecting one or more segments to enter. a. Mass marketing c. Market targeting b. Market segmentation c. Market targeting d. Market positioning

c. Market targeting

109. has the advantage of being high in selectivity; low cost; immediacy; and interactive capabilities. a. Direct Mail b. Outdoor c. Online d. Radio

c. Online

63. According to the price/quality strategy matrix, when a company overprices its product in relation to its quality it is considered to be using which type of strategy? a. Good-value strategy. b. Premium strategy. c. Overcharging strategy. d. Snob strategy.

c. Overcharging strategy.

110. The choice between high markups and high volume is part of which of the following retailer marketing decisions? a. Target market decisions b. Product assortment and services decisions c. Pricing decisions d. Promotion decisions

c. Pricing decisions

54. _________is setting the price steps between various products in a product line based on cost differences between the products, customer evaluations of different features, and competitors' prices. a. Optional-product pricing b. Captive-product pricing c. Product line pricing d. By-product pricing

c. Product line pricing

139. In 1985, the Coca-Cola Company made a classic marketing blunder with its deletion of its popular Coca-Cola product and introduction of what it called New Coke. Analysts now believe that most of the company's problems resulted from poor marketing research. As the public demanded their "old Coke" back, the company relented and reintroduced Coca-Cola Classic (which has regained and surpassed its former position) while New Coke owns only 0.1 percent of the market. Which of the following marketing research mistakes did Coca-Cola make? a. They did not investigate pricing correctly and priced the product too high. b. They did not investigate dealer reaction and had inadequate distribution. c. They defined their marketing research problem too narrowly. d. They failed to account for the Pepsi Challenge taste test in their marketing efforts.

c. They defined their marketing research problem too narrowly.

145. Regulations that arise to ensure that firms take responsibility for the social costs of their products or production processes stem from which reason for government legislation of business? a. To protect companies from each other. b. To protect consumers from unfair business practices. c. To protect the interests of society. d. To protect businesses from unfair consumer demands.

c. To protect the interests of society.

89. If a consumer describes a car as being the "most economical car on the market," then this descriptor is a: a. rule. b. attitude. c. belief. d. cue.

c. belief.

39. All of the following are currently being used as traits that can be profiled by biometric authentication except: a. fingerprints b. facial characteristics c. body odor d. retinal images e. voice

c. body odor

114. A(n)________ is a name, term, sign, symbol, or design, or a combination of these that identifies the maker or seller of a product or service. a. product feature b. sponsorship c. brand d. logo

c. brand

127. The practice of going after a large share of a smaller market or subsets of a few markets is called: a. undifferentiated marketing. b. differentiated marketing. c. concentrated marketing. d. turbo marketing.

c. concentrated marketing.

42. Many U.S. firms have sought relief from foreign competition by demanding protectionism policies by the U.S. government. A better way for companies to compete is to expand into foreign markets and: a. lower prices. b. increase promotion both at home and abroad. c. continuously improve their products at home. d. join into cartels at home.

c. continuously improve their products at home.

57. A set of interdependent organizations involved in the process of making a product or service available for use or consumption by the consumer or business user is called a(n): a. retailer. b. wholesaler. c. distribution channel. d. logistics.

c. distribution channel.

118. When personal interviewing involves inviting six to ten people to gather for a few hours with a trained interviewer to talk about a product, service, or organization, the method is called: a. selective sponsorship. b. probing. c. focus group interviewing. d. the Delphi method.

c. focus group interviewing.

79. A company's compensation plan should reflect its overall marketing strategy. For example, if the overall strategy is to grow rapidly and gain market share, the compensation plan should reward: a. loyalty and perseverance. b. spot selling and old product rejuvenation. c. high sales performance and encourage capturing new accounts. d. high pressure situations and competitive reaction.

c. high sales performance and encourage capturing new accounts.

47. A manufacturer has four sponsorship options. A is a brand created and owned by a reseller of a product or service. a. licensed brand b. manufacturer's brand c. private brand d. co-brand

c. private brand

84. If Toyota describes one of its cars of the future as being "a moderately priced subcompact designed as a second family car to be used around town; the car is ideal for running errands and visiting friends," then the company has just stated a potential new product in terms of a(n): a. product idea b. product image c. product concept d. product feature

c. product concept

130. When a marketing research organization chooses a segment of the population that represents the population as a whole, they have chosen a . a. group b. bi-variant population c. sample d. market target

c. sample

68. A(n) is a retail store that carries a narrow product line with a deep assortment within that line. a. shopping goods store b. convenience store c. specialty store d. department store

c. specialty store

59. According to Engel's law, as income rises: a. the percentage spent on food rises. b. the percentage spent on housing increases. c. the percentage spent on other categories increases. d. the percentage spent on savings remains constant.

c. the percentage spent on other categories increases.

38. An authentication system in which a user must provide two types of identification, such as a bank card and PIN, is called: a. smart card authentication. b. biometric authentication. c. two-factor authentication. d. symmetric key authorization. e. token authentication

c. two-factor authentication.

60. The Wheeler-Lea Act gives the Federal Trade Commission the power to regulate: a. interstate commerce. b. marketing ethics. c. unfair and deceptive acts or practices. d. competitive advertising of objective product benefits.

c. unfair and deceptive acts or practices.

98. The American Marketing Association suggests a list of code of ethics. All of the following are ethics suggested in the area of distribution EXCEPT : a. not manipulating the availability of a product for purpose of exploitation. b. not using coercion in the marketing channel. c. using gray marketers whenever possible to save the consumer money. d. not exerting undue influence over the reseller's choice to handle a product.

c. using gray marketers whenever possible to save the consumer money.

4. Which of the following is an open-source operating system designed for mobile devices? a. iOS b. OS X c. Chrome d. Android e. Apache HTTP

d. Android

36. is the general term for a buying and selling process that is supported by electronic means. a. Internet commerce b. Web commerce c. Computer commerce d. Electronic commerce

d. Electronic commerce

127. ________ are an essential component of a knowledge work system. a. Computer-aided design tools b. Three-dimensional modeling tools c. Tagging and classification tools d. Links to external knowledge bases e. Virtual reality tools

d. Links to external knowledge bases

123. ________ help users gain information from large amounts of geographically linked data. a. Data Visualization Tools b. GIS c. GDSS d. Location analytics tools e. CAD systems

d. Location analytics tools

136. The process that turns marketing strategies and plans into marketing actions in order to accomplish strategic marketing objectives is called: a. Marketing strategy. b. Marketing control. c. Marketing analysis. d. Marketing implementation.

d. Marketing implementation.

118. Which of the following statements about neural networks is not true? a. Neural network applications are used to address problems of control and optimization. b. Neural networks are being used to help detect credit card fraud. c. Neural networks are being used to screen patients for coronary artery disease. d. Neural networks are best used as a substitute for human decision makers. e. Neural networks are being used to predict the performance of equities.

d. Neural networks are best used as a substitute for human decision makers.

37. When a company enters a new product category for which its current brand names are not appropriate, it will likely follow which of the following brand strategies? a. Product extensions b. Line extensions c. Brand extensions d. New brands

d. New brands

104. The most logical budget setting method is found in the list below. Which is it? a. Affordable method b. Percentage-of-Sales method c. Competitive-parity method d. Objective-and-task method

d. Objective-and-task method

82. R&D and engineering first produce the product concept into a physical product during which of the following stages of the new product development process? a. Concept development and testing b. Marketing strategy c. Business analysis d. Product development

d. Product development

126. Which of the following is an example of a high-velocity automated decision process? a. Strategic decision making b. Operational decision making c. Credit granting decisions d. Providing online search results e. Discovering and identifying the nature of a decision problem

d. Providing online search results

58. _________beliefs and values are open to some degree of change. a. Crucial b. Core c. Primary d. Secondary

d. Secondary

148. When companies make marketing decisions by considering consumers' wants and the long-run interests of the company, consumer, and the general population, they are practicing which of the following principles? a. Innovative marketing b. Consumer-oriented marketing c. Value marketing d. Societal marketing

d. Societal marketing

72. If a firm were to bid to do a "turnkey" operation where they would choose a building site, designing a cement factory to build the plant, hire construction crews, assemble materials and equipment to run the new factory, and turn over the finished factory ready to operate to the owners, the firm would be using which of the following? a. Core process products selling b. Design products selling c. Reciprocal selling d. Systems selling

d. Systems selling

77. In an example discussed in your text, Johnson & Johnson's recall of their Tylenol product following the discovery that several bottles of Tylenol had been laced with cyanide is consistent with which business philosophy? a. The marketing concept. b. The product concept. c. The selling concept. d. The societal marketing concept.

d. The societal marketing concept.

76. Which of the following is foreign owned (even though it is traditionally thought of as a U.S. company)? a. IBM b. Xerox c. Kodak d. Universal Studios

d. Universal Studios

135. If Honda uses its company name to cover such different products as its automobiles, lawn mowers, and motorcycles, it is practicing which of the following strategies? a. new brand strategy b. line extension strategy c. multibrand strategy d. brand extension strategy

d. brand extension strategy

105. The place in the business buying behavior model where interpersonal and individual influences might interact is called the: a. environment. b. response. c. stimuli. d. buying center.

d. buying center.

133. If a company (considering its options on the product/market expansion grid) chooses to move into different unrelated fields (from what it has ever done before) with new products as a means to stimulate growth, the company would be following which of the following general strategies? a. market penetration b. market development c. product development d. diversification

d. diversification

124. The major advantage of survey research is its: a. simplicity. b. structure. c. organization. d. flexibility.

d. flexibility.

147. One of the most promising developments in multivariable segmentation is called where a host of demographic and socioeconomic factors are used. a. terragraphic segmentation b. fermagraphic segmentation c. geothermy segmentation d. geodemographic segmentation

d. geodemographic segmentation

83. All of the following are criticisms leveled against marketing by critics EXCEPT : a. harming consumers through high prices. b. harming consumers through deceptive practices. c. harming consumers through high-pressure selling. d. harming consumers through too many product choices.

d. harming consumers through too many product choices.

128. When Coca-Cola and Nestle formed a joint venture to market a ready-to-drink coffee and tea worldwide, the type of marketing system that was formed would best be described as being a(n): a. vertical marketing system b. parallel marketing system c. diversified marketing system d. horizontal marketing system

d. horizontal marketing system

50. When hackers gain access to a database containing your personal private information, this is an example of: a. phishing b. spoofing c. social engineering d. identity theft e. pharming

d. identity theft

123. Joining with foreign companies to produce or market products and services is called: a. direct exporting. b. indirect exporting. c. licensing. d. joint venturing.

d. joint venturing.

44. It is a fact that there are 24 million left-handed people in the United States, however, most marketers do not attempt to appeal to or design products for this group because there is little in the way of census data about this group. Therefore, this group fails in one of the requirements for effective segmentation. Which of the following is most likely to apply in this case? a. actionable b. substantial c. differentiable d. measurable

d. measurable

113. If a government uses barriers to foreign products such as biases against a foreign company's bids, or product standards that go against a foreign company's product features, the government is using: a. protectionism. b. exchange controls. c. exchange facilitators. d. nontariff trade barriers.

d. nontariff trade barriers.

93. The fact that services cannot be stored for later use or sale is evidence of their: a. intangibility. b. inseparability. c. variability. d. perishability.

d. perishability.

48. When Michael Jordan and Tiger Woods use marketing to promote their careers and improve their impact and incomes, they are using: a. cause-related marketing. b. idea marketing. c. nonprofit marketing. d. person marketing.

d. person marketing.

116. A is any activity or benefit offered for sale that is essentially intangible and does not result in the ownership of anything. a. demand b. basic staple c. product d. service

d. service

73. According to the text, the most dramatic of the environments that affect marketing and appears to be now shaping our world is the________________ environment. a. natural b. demographic c. economic d. technological

d. technological

53. If the field sales force has been supplied with new leads (via the telephone) that have been qualified, they have probably been assisted by: a. master salespersons. b. sales assistants. c. technical support persons. d. telemarketers.

d. telemarketers.

141. All of the following are thought to be sources of new product ideas EXCEPT: a. internal sources. b. customers. c. competitors. d. the local library.

d. the local library.

102. The course of a product's sales and profits over its lifetime is called: a. the sales chart. b. the dynamic growth curve. c. the adoption cycle. d. the product life cycle.

d. the product life cycle.

85. The primary reason that many companies work to become the "low-cost producers" in their industry is because: a. they can generate more advertising. b. they can please top management. c. they can gain tax advantages. d. they can set lower prices that result in greater sales and profits.

d. they can set lower prices that result in greater sales and profits.

106. When producers, wholesalers, and retailers act as a unified system, they comprise a: a. conventional marketing system. b. power-based marketing system. c. horizontal marketing system. d. vertical marketing system.

d. vertical marketing system.

35. Wal-Mart owned Sam's club is an example of a retail form called a(n): a. factory outlet. b. super specialty store. c. seconds store. d. warehouse club.

d. warehouse club.

46. When a hacker discovers a security hole in software that is unknown to the software vendor it is an example of: a. sniffing b. social engineering c. phishing d. zero-day engineering e. snooping

d. zero-day engineering

44. Implementation controls: a. can be classified as input controls, processing controls, and output controls. b. govern the design, security, and use of computer programs and the security of data files in general throughout the organization. c. apply to all computerized applications and consist of a combination of hardware, software, and manual procedures that create an overall control environment. d. include software controls, computer operations controls, and implementation controls. e. Audit the systems development process at various points to ensure that the process is properly controlled and managed.

e. Audit the systems development process at various points to ensure that the process is properly controlled and managed.

36. What service converts IP addresses into more recognizable alphanumeric names? a. html b. FTP c. IP d. HTTP e. DNS

e. DNS

117. Which of the following would not be classified as a knowledge work system? a. Computer-aided design b. 3D visualization system c. Investment workstations d. Virtual reality system e. Digital asset management system

e. Digital asset management system

34. Which of the following involves slicing digital messages into parcels, transmitting them along different communication paths, and reassembling them at their destinations? a. Multiplexing b. packet shifting c. packet routing d. ATM e. Packet switching

e. Packet switching

47. Currently, the protocols used for secure information transfer over the Internet are: a. TCP/IP and SSL. b. S-HTTP and CA. c. HTTP and TCP/IP. d. S-HTTP and SHTML. e. SSL, TLS, and S-HTTP.

e. SSL, TLS, and S-HTTP.

41. Comprehensive security management products, with tools for firewalls, VPNs, intrusion detection systems, and more, are called ________ systems. a. DPI b. MSSP c. NSP d. PKI e. UTM

e. UTM

124. An inference engine is: a. a data mining strategy used by intelligent agents. b. the programming environment of an expert system. c. a method of organizing expert system knowledge into chunks. d. a set of rules used to model human knowledge in an expert system. e. a strategy used to search through the rule base in an expert system.

e. a strategy used to search through the rule base in an expert system.

24. The smallest unit of data a computer can handle is called a: a. file b. record c. field d. byte e. bit

e. bit