CHAPTER 4 - ROBBINS AND JUDGE
What is the difference between felt emotions and displayed emotions?
Answer: Felt emotions are an individual's actual emotions. In contrast, displayed emotions are those that the organization requires workers to show and considers appropriate in a given job. They're not innate; they're learned.
What impact do social activities have on one's moods?
Answer: For most people, social activities increase positive mood and have little effect on negative mood. Research suggests activities that are physical such as skiing or hiking with friends, or informal such as going to a party, or epicurean like eating with others are more strongly associated with increases in positive mood than events that are formal or sedentary such as watching TV with friends.
How can managers influence moods? Explain
Answer: Managers can use humor and give their employees small tokens of appreciation for work well done. Also, when leaders themselves are in good moods, group members are more positive, and as a result they cooperate more. Finally, selecting positive team members can have a contagion effect because positive moods transmit from team member to team member. One study of professional cricket teams found players' happy moods affected the moods of their team members and positively influenced their performance. Thus, it proves useful for managers to select team members predisposed to experience positive moods.
Discuss the emotional labor experienced by a customer service executive. Explain how a worker's emotional state can affect customer service and customers.
Answer: Most jobs require emotional labor, an employee's expression of organizationally desired emotions during interpersonal transactions at work. A worker's emotional state influences customer service, which influences levels of repeat business and levels of customer satisfaction. Providing quality customer service makes demands on employees because it often puts them in a state of emotional dissonance. Over time, this state can lead to job burnout, decline in job performance, and lower job satisfaction. In addition, employees' emotions may also transfer to the customer. Studies indicate a matching effect between employee and customer emotions, an effect that is called emotional contagion, the "catching" of emotions from others. The primary explanation of emotional contagion is that when someone experiences positive emotions and laughs and smiles at you, you begin to copy that person's behavior. So when employees express positive emotions, customers tend to respond positively. Emotional contagion is important because when customers catch the positive moods or emotions of employees, they shop longer. When an employee feels unfairly treated by a customer, for example, it's harder for him to display the positive emotions his organization expects of him.
Explain how stress affects emotions and moods.
Answer: Stressful daily events at work such as a nasty e-mail, an impending deadline, the loss of a big sale, a reprimand from the boss, negatively affect moods. The effects of stress also build over time. Mounting levels of stress can worsen our moods, and we experience more negative emotions.
Positivity offset may be defined as the tendency of most individuals to experience a negative mood when nothing in particular is going on.
Answer: FALSE Explanation: Positivity offset may be defined as the tendency of most individuals to experience a mildly positive mood when nothing in particular is going on. So, for most people, positive moods are somewhat more common than negative moods.
Surface acting deals with felt emotions rather than displayed emotions.
Answer: FALSE Explanation: Surface acting deals with displayed emotions whereas deep acting deals with felt emotions.
Deep acting is hiding inner feelings and forgoing emotional expressions in response to display rules. ules.
Answer: FALSE Explanation: Surface acting is hiding inner feelings and forgoing emotional expressions in response to display r
Surface acting refers to trying to modify one's true inner feelings based on display rules.
Answer: FALSE Explanation: Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules
As we get older, we experience fewer negative emotions.
Answer: TRUE Explanation: As we get older, we experience fewer negative emotions
Emotions can turn into moods when one loses focus on the event or object that started the feeling.
Answer: TRUE Explanation: Emotions can turn into moods when one loses focus on the event or object that started the feeling. In addition, good or bad moods can make you more emotional in response to an event.
Negative affect is a mood dimension consisting of nervousness, stress and anxiety at the high end and relaxation, tranquility, and poise at the low end.
Answer: TRUE Explanation: Negative affect is a mood dimension consisting of nervousness, stress, and anxiety at the high end and relaxation, tranquility, and poise at the low end.
People who have a stressful day at work also have trouble relaxing after they get off work.
Answer: TRUE Explanation: People who have a stressful day at work also have trouble relaxing after they get off work.
Poor or reduced sleep impairs decision making and makes it difficult to control emotions.
Answer: TRUE Explanation: Poor or reduced sleep impairs decision making and makes it difficult to control emotions.
People in good moods tend to be more creative than people in bad moods.
Answer: TRUE Explanation: Supervisors should actively try to keep employees happy because doing so creates more good moods which in turn leads people to be more creative.
The ability of people to detect and to manage emotional cues and information is known as emotional intelligence.
Answer: TRUE Explanation: The ability of people to detect and to manage emotional cues and information is kinown as emotional intelligence.
Which of the following statements is true regarding surface acting? A) It involves forgoing emotional expressions in response to display rules. B) It involves changing one's likes and dislikes to be in sync with display rules. C) It involves displaying one's true feelings explicitly toward a person. D) It deals with expressing felt emotions toward a person or event. E) It involves trying to modify our true inner feelings based on display rules.
Answer: A Explanation: A) Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules. Surface acting deals with displayed emotions, and deep acting deals with felt emotions. Research shows surface acting is more stressful to employees because it entails feigning their true emotions.
What are affect, emotions, and moods?
Answer: Affect is a generic term that covers a broad range of feelings that people experience. It is a concept that encompasses both emotions and moods. Emotions are intense feelings that are directed at someone or something. On the other hand, moods are feelings that tend to be less intense than emotions and which lack a contextual stimulus.
________ is a pure marker of high positive affect. A) Contentment B) Excitement C) Fatigue D) Boredom E) Relaxation
Answer: B Explanation: B) Excitement is a pure marker of high positive affect, while boredom is a pure marker of low positive affect.
Which of the following statements is true regarding sources of moods and emotions? A) Reduced sleep makes a person more alert during waking hours. B) Physical and informal activities increase positive mood. C) Weather has a controlling effect on moods. D) Intensity of negative emotions increases with age. E) Mounting levels of stress at work create positive emotions.
Answer: B Explanation: B) Research suggests activities that are physical such as skiing or hiking with friends, informal such as going to a party, or epicurean like eating with others are more strongly associated with increases in positive mood than events that are formal or sedentary.
Which of the following is an example of surface acting? A) an employee expressing her true admiration for her colleague B) an employee masking her emotions of distrust toward the management C) an employee striving to like her job even though it feels uninteresting D) an employee retorting back at an annoying customer E) a colleague making an effort to get along with a difficult team mate
Answer: B Explanation: B) Surface acting is hiding inner feelings and forgoing emotional expressions in response to display rules. An employee masking her emotions of distrust toward the management is an example of surface acting.
On which day of the week does the positive effect tend to be highest? A) Sundays B) Mondays C) Saturdays D) Tuesdays E) Wednesdays
Answer: C Explanation: C) Employees tend to experience the highest level of positive moods on Saturdays.
________ refers to feelings that tend to be less intense than emotions and that lack a contextual stimulus. A) Affect B) Cognition C) Mood D) Thought E) Reaction
Answer: C Explanation: C) Moods are feelings that tend to be less intense than emotions and that lack a contextual stimulus. Moods are not usually directed at a person or an event. But emotions can turn into moods when one loses focus on the event or object that started the feeling.
Activities that are formal or sedentary are more strongly associated with increases in positive mood than activities that are physical, informal, or epicurean.
Answer: FALSE Explanation: Activities that are physical, informal, or epicurean are more strongly associated with increases in positive mood than activities that are formal or sedentary.
Explain the significance of emotions.
Answer: Research indicates that emotions are actually critical for rational thinking. We must have the ability to experience emotions to be rational. This is because our emotions provide important information about how we understand the world around us. The key to good decision making is to employ both thinking and feeling in our decisions.
Displayed emotions are innate and cannot be learned.
Answer: FALSE Explanation: Displayed emotions are those that the organization requires workers to show and considers appropriate in a given job. They are not innate and are learned.
Moods are more intense than emotions and invariably arise because of a specific event acting as a stimulus.
Answer: FALSE Explanation: Emotions are defined as intense feelings that are directed at someone or something. Moods are feelings that tend to be less intense than emotions and often lack a contextual stimulus.
Moods tend to be more action oriented in nature than emotions.
Answer: FALSE Explanation: Emotions are more action oriented in nature than moods. Moods tend to be cognitive in nature.
Emotions tend to last for several days, for a much longer time period than moods.
Answer: FALSE Explanation: Emotions are more fleeting than moods. Moods last longer than emotions for hours or even days.
Which of the following is a generic term that covers a broad range of feelings that people experience? A) affect B) knowledge C) insight D) attention E) cognition
Answer: A Explanation: A) Affect is a generic term that covers a broad range of feelings people experience, including both emotions and moods. Emotions are intense feelings directed at someone or something. Moods are less intense feelings than emotions and often, though not always, lack a contextual stimulus.
Which of the following is true according to the affective events theory? A) Employees react emotionally to events at work which affects their job performance and satisfaction. B) Employees who score high on emotional stability are more likely to react strongly to negative events. C) Employees who experience emotional dissonance at work can only be motivated with the help of money. D) Emotions of an employee are independent of his age and gender. E) Employees scoring high on the personality trait of extraversion tend to be more successful at the workplace.
Answer: A Explanation: A) Affective events theory (AET) demonstrates that employees react emotionally to things that happen to them at work, and this reaction influences their job performance and satisfaction.
For which of the following jobs is it most likely to be important to hire employees with high emotional intelligence? A) jobs which require customer service skills B) jobs which need strong technical skills C) jobs which require the ability to work independently D) jobs which require good critical thinking skills E) jobs which require good writing skills
Answer: A Explanation: A) An implication from the evidence on EI to date is that employers should consider it a factor in hiring employees, especially in jobs that demand a high degree of social interaction.
________ is a pure marker of low negative affect. A) Boredom B) Nervousness C) Contentment D) Relaxation E) Serenity
Answer: A Explanation: A) Boredom is a pure marker of low negative affect.
Which of the following is true about emotions? A) They are experienced over several days or months. B) They are never caused by specific events. C) They are less intense than moods. D) They are critical to rational thinking. E) They are less fleeting than moods.
Answer: D Explanation: D) Emotions are critical to rational thinking. It is important to have the ability to experience emotions in order to be rational. Our emotions provide important information about how we understand the world around us.
Tiffany Crowe works as a showroom executive at a clothing boutique in London. Today, she is in a positive mood and instantly greets and smiles at a customer who walks into the store. The customer feels welcomed by her response. While browsing the store, Crowe helps the customer with products and passes on her positive mood to the customer. The customer leaves the store feeling content with a smile on her face. Which of the following best describes this situation? A) emotional contagion B) positivity offset C) cognitive dissonance D) framing effect E) bandwagon effect
Answer: A Explanation: A) Emotional contagion refers to the process by which people's emotions are caused by the emotions of others. For instance, employees' emotions can transfer to the customer. The primary explanation is that when someone experiences positive emotions and laughs and smiles at you, you tend to respond positively. Emotional contagion is important because customers who catch the positive moods or emotions of employees shop longer.
Which of the following terms refers to a person's ability to detect and to manage emotional cues and information? A) emotional intelligence B) self-concordance C) emotional spectrum D) illusory correlation E) cognitive dissonance
Answer: A Explanation: A) Emotional intelligence (EI) is a person's ability to (1) perceive emotions in the self and others, (2) understand the meaning of these emotions, and (3) regulate one's emotions.
Whether a candidate has high emotional intelligence would be a significant factor when considering a candidate for the job of a(n) ________. A) event planner who needs to coordinate with several people B) engineer working on developing a software program C) web researcher who needs to consolidate online travel information D) copy-editor who checks spelling and grammatical errors in manuscripts E) technical writer who needs to create a 1000 word article everyday
Answer: A Explanation: A) Emotional intelligence (EI) is a person's ability to (1) perceive emotions in the self and others, (2) understand the meaning of these emotions, and (3) regulate one's emotions. It is specifically useful in a job that needs one to interact with several other people.
A situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work is known as ________. A) emotional labor B) self-concordance C) emotional liability D) negative affect E) cognitive deviance
Answer: A Explanation: A) Emotional labor is defined as a situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work, meaning that his job demands a certain set of emotional responses, regardless of true feelings.
Johanna Godfrey works as a guest relations executive at a five star deluxe hotel in Washington. During the course of her job, she needs to greet and smile at guests irrespective of her state of mind. In addition, when any guest faces problems, she needs to be calm and composed and help resolve issues. This shows that Johanna's job requires ________. A) emotional labor B) cognitive dissonance C) self-concordance D) positivity offset E) social loafing
Answer: A Explanation: A) Emotional labor is defined as a situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work, meaning that his job demands a certain set of emotional responses, regardless of true feelings.
________ are caused by a specific event, are very brief, and accompanied by distinct facial expressions. A) Emotions B) Perceptions C) Attitudes D) Moods E) Reactions
Answer: A Explanation: A) Emotions are intense feelings directed at someone or something. Most experts believe emotions are more fleeting than moods. Emotions tend to come and go fairly quickly, maybe even in a matter of seconds. Unlike moods, emotions like anger and disgust tend to be more clearly revealed by facial expressions.
Which of the following is a characteristic of emotions? A) Emotions are reactions to a person or event. B) Emotions last for a longer time period than moods. C) Emotions are never action-oriented in nature. D) Emotions lack a contextual stimulus. E) Emotions involve less intense feelings than moods.
Answer: A Explanation: A) Emotions are intense feelings that are directed at someone or something. Emotions are reactions to a person. For instance, seeing a friend at work may make one feel glad or an event dealing with a rude client may make one feel angry.
________ emotions are emotions that people actually experience, despite what they might display. A) Felt B) Conditional C) Surface D) Disseminative E) Cognitive
Answer: A Explanation: A) Felt emotions are an individual's actual emotions. In contrast, displayed emotions are those that the organization requires workers to show and considers appropriate in a given job.
Which of the following is an example of a sedentary activity that does not play a crucial role in increasing positive mood? A) playing video games at home B) going for a hike in the mountains C) going on a ski vacation D) eating a meal with family members E) going to a party with friends
Answer: A Explanation: A) For most people, social activities increase positive mood and have little effect on negative mood. Research suggests activities that are physical such as skiing or hiking with friends or epicurean such as eating with others are more strongly associated with increases in positive mood than events that are formal such as attending a meeting.
Emotions such as relaxation, serenity, and calmness comprise the ________ mood dimension. A) low positive affect B) neutral affect C) low negative affect D) high positive affect E) high negative affect
Answer: A Explanation: A) Low positive affect is a mood dimension consisting of relaxation, tranquility, and poise.
Which of the following is one of the six essentially universal emotions agreed on by a majority of researchers? A) anger B) shame C) apathy D) indifference E) distress
Answer: A Explanation: A) Many researchers agree on six essentially universal emotions. These comprise anger, fear, sadness, happiness, disgust, and surprise.
Jonathan Cowan is upset because he was passed over for a promotion he had really worked hard for. In response to his anger toward the manager and the company, he has started gossiping about the manager with his colleagues and assigning blame on him unnecessarily. Jonathan's behavior is an example of ________. A) deviant workplace behavior B) distinction bias C) cognitive dissonance D) positivity offset E) emotional dissonance
Answer: A Explanation: A) People often behave in ways that violate established norms and threaten the organization, its members, or both. Such actions are called workplace deviant behaviors. For instance, an envious employee could backstab another employee, negatively distort others' successes, and positively distort his own accomplishments.
People often behave in ways that violate established norms and threaten the organization, its members, or both. Such actions are called ________. A) workplace deviant behaviors B) social alienation behaviors C) role engulfment D) behavioral contagion E) behavioral modernity
Answer: A Explanation: A) People often behave in ways that violate established norms and threaten the organization, its members, or both. Such actions are called workplace deviant behaviors. For instance, an envious employee could backstab another employee, negatively distort others' successes, and positively distort his own accomplishments.
Which of the following is an example of deviant workplace behavior? A) sabotaging one's organization's computers B) taking blame for not achieving a deadline C) putting forward one's views in a brainstorming session D) working during the weekend to make up for backlog E) requesting a two-day leave during Christmas
Answer: A Explanation: A) People often behave in ways that violate established norms and threaten the organization, its members, or both. Such actions are called workplace deviant behaviors. For instance, an envious employee could backstab another employee, sabotage the organization's computers, negatively distort others' successes, and positively distort his own accomplishments.
Which of the following terms refers to the practice of hiding inner feelings and forgoing emotional expressions in response to display rules? A) surface acting B) anchoring bias C) active camouflage D) bandwagon effect E) framing effect
Answer: A Explanation: A) Surface acting is defined as hiding one's inner feelings and forgoing emotional expressions in response to display rules, or rather outwardly showing emotions that are different from those that are felt.
Which of the following is an example of an uplifting event according to the affective events theory? A) meeting a project milestone B) being passed off for a promotion C) colleagues refusing to carry their share of work D) receiving conflicting directions from different managers E) receiving a gift from a colleague on a birthday
Answer: A Explanation: A) The affective events theory recognizes that emotions are a response to an event in the work environment. This environment creates work events that can be hassles, uplifting events, or both. Uplifting events include meeting a goal, getting support from a colleague, and receiving recognition for an accomplishment.
Discuss the affective events theory.
Answer: A model called affective events theory (AET) demonstrates that employees react emotionally to things that happen to them at work, and this reaction influences their job performance and satisfaction. The theory begins by recognizing that emotions are a response to an event in the work environment. This environment creates work events that can be hassles, uplifting events, or both. These work events trigger positive or negative emotional reactions, to which employees' personalities and moods predispose them to respond with greater or lesser intensity. People who score low on emotional stability are more likely to react strongly to negative events. And our emotional response to a given event can change depending on mood. Finally, emotions influence a number of performance and satisfaction variables, such as organizational citizenship behavior, organizational commitment, level of effort, intention to quit, and workplace deviance.
________ refers to individual differences in strength with which individuals experience their emotions. A) Hawthorne effect B) Affect intensity C) Intelligence quotient D) Positivity offset E) Ambiguity effect
Answer: B Explanation: B) Affect intensity is defined as the individual differences in the strength with which individuals experience their emotions. Affectively intense people experience both positive and negative emotions more deeply. For instance, when they are sad, they are very sad, and when they are happy, they are very happy
The practice of modifying one's true inner feelings based on display rules is known as ________. A) surface acting B) deep acting C) social loafing D) behavioral contagion E) collective efficacy
Answer: B Explanation: B) Deep acting refers to the practice of modifying one's true inner feelings based on display rules.
Sally works as a customer care executive at a telecom office in Ohio. She often needs to interact with a regular customer and she finds him extremely annoying. However, because of the nature of her work, she conceals her emotions well and politely talks to him and clarifies all his questions. Which of the following is being experienced by Sally? A) illusory correlation B) emotional dissonance C) positive affect D) emotional selection E) positivity offset
Answer: B Explanation: B) Emotional dissonance is defined as the inconsistency between the emotions people feel and the emotions they project.
________ refers to inconsistencies between the emotions people feel and the emotions they project. A) Collective efficacy B) Emotional dissonance C) Social loafing D) Positivity offset E) Self-concordance
Answer: B Explanation: B) Emotional dissonance is defined as the inconsistency between the emotions people feel and the emotions they project.
When Ariana Winter is told that her dog has been killed by a car, she feels deeply saddened. Her feelings are then overcome by a surge of anger at the car driver. However minutes later, she is able to laugh and talk about the good memories spent with her pet. What is one of the reasons that Winter's reaction can be categorized as an emotion? A) Its cause is general and ambiguous. B) It lasted for a brief time period. C) It is not action-oriented. D) It is a negative feeling. E) It is cognitive in nature.
Answer: B Explanation: B) Emotions are intense feelings directed at someone or something. Most experts believe emotions are more fleeting than moods. Emotions tend to come and go fairly quickly, maybe even in a matter of seconds.
Heather Donahue who works as a receptionist at a finance firm in New Jersey has been dissatisfied with her job for several months now. She finds the job uninteresting because of its monotonous nature where all she needs to do is receive calls. During work hours, she often experiences emotions such as tiredness, weariness, and boredom. Which of the following mood dimensions is she most likely to be experiencing? A) low positive affect B) neutral affect C) low negative affect D) high positive affect E) high negative affect
Answer: C Explanation: C) Sign of low negative affect are boredom, sluggishness, and tiredness at the low end.
Moods are usually accompanied by distinct facial expressions.
Answer: FALSE Explanation: Moods are generally not indicated by distinct facial expressions.
Nervousness is a pure marker of low negative affect.
Answer: FALSE Explanation: Nervousness is a pure marker of high negative affect; relaxation is a pure marker of low negative affect.
As part of their sales training, the staff at Penny Stores is encouraged to build personal relationships with the store's patrons. Apart from receiving product training, the staff is taught to follow a scripted sales process wherein they must greet the customers, introduce themselves, and enquire about their purchase. They are also encouraged to engage in casual conversation with the customer. In a recent survey conducted by the marketing department, it was revealed that customers were dissatisfied with the level of service at Penny Stores. Which of the following, if true, best explains this situation? A) Customers come to Penny Stores to make high-involvement purchases. B) Customers associate superior service with efficiency and not friendliness. C) Penny Stores offers an extensive range of consumer products. D) The training period for the staff is three weeks long. E) The staff at Penny Stores is friendly but not familiar.
Answer: B Explanation: B) If customers associate superior service with efficiency and not friendliness, then this would most likely explain why Penny Stores received low customer satisfaction scores. The store's scripted sales process and encouragement of casual conversation with the customer would probably be time consuming. If customers come to Penny Stores to make high-involvement purchases then it does not explain their dissatisfaction as the staff has received product training. Even if the training period for the staff is three weeks long it does not explain customers' dissatisfaction. In customer service, one is expected to be friendly but not familiar with the customer, hence, this too would not explain customers' dissatisfaction. The fact that Penny Stores offers an extensive range of consumer products should result in customer satisfaction.
The manager's suggestion is based on which of the following assumptions? A) Employees are not experiencing a lack of work-life balance. B) Employees' workload can be adjusted to accommodate their requests to go on leave. C) Employees have been misusing the company's leave encashment policy. D) Employees have been able to go on leave whenever they wanted to. E) Employees have been working on regular working days of the year.
Answer: B Explanation: B) If employees have to go on a mandatory vacation for 7 days in a year then it is assumed that their workload can be adjusted during these periods. The manager would not suggest a mandatory vacation if employees already had work-life balance. Given that the employees themselves have reported high levels of work stress, the manager is not assuming that they are misusing the company's leave encashment policy. The manager would not suggest a mandatory vacation policy if employees have been able to go on leave whenever they wanted to and have been working on the normal working days of the year.
Under which of the following conditions, if true, would the manager's suggestion least likely be accepted? A) The company conducts one-day offsite events on an annual basis to allow employees some time to unwind. B) The skills required by the company are highly specialized, and hence the company is short-staffed. C) The employees, though experiencing high levels of stress, also report high levels of job engagement. D) The company's employees have reported high stress levels for more than three years in a row. E) The company's leading competitor was recently voted as one of the best places to work due to its focus on employee well-being.
Answer: B Explanation: B) If the company is short staffed, then the company will most likely not be able to allow each of its employees to go on a 7-day mandatory vacation. Hence, this would weaken the likelihood that the manager's suggestion will be accepted. If the company's employees have reported high stress levels for more than three years in a row, then this would increase the likelihood that the manager's suggestion will be accepted. The fact that the company's leading competitor was recently voted as one of the best places to work due to its focus on employee well-being only slightly increases the likelihood that the manager's suggestion will be accepted. If the company conducts one-day offsite events on an annual basis, it only enhances the likelihood that the manager's suggestion will be accepted, as one-day events are not sufficient to combat work stress. The fact that the employees report high levels of stress as well as job engagement neither increases nor decreases the likelihood that the manager's suggestion will be accepted.
________ refers to the tendency of most individuals to experience a mildly positive mood at zero input when nothing in particular is going on. A) Low positive affect B) Positivity offset C) Blunted affect D) Negativity bias E) Residual positivity
Answer: B Explanation: B) Positivity offset means that at zero input, most individuals experience a mildly positive mood. For most people, positive moods are somewhat more common than negative moods.
Which of the following emotions did philosopher René Descartes identify as one of the six emotions which he called simple and primitive passions? A) persuasion B) wonder C) confidence D) anticipation E) encouragement
Answer: B Explanation: B) René Descartes, often called the founder of modern philosophy, identified six "simple and primitive passions." These consisted of wonder, love, hatred, desire, joy, and sadness. He argued that all the others are composed of some of these six or are species of them.
Which of the following famous philosophers identified six emotions which he called "simple and primitive passions" and argued that all the others are composed of some of these six or are species of them? A) Paul Churchland B) René Descartes C) George Berkeley D) David Hume E) John Locke
Answer: B Explanation: B) René Descartes, often called the founder of modern philosophy, identified six "simple and primitive passions." These consisted of wonder, love, hatred, desire, joy, and sadness. He argued that all the others are composed of some of these six or are species of them.
Erin Corbett works at a software company, in charge of the help desk. A short while ago, she received a call from a discontent customer about a problem he is facing due to the company's software. Though she tried to help the customer with the software, he refused to listen to her. He continued yelling at her and finally banged the phone down. Corbett feels exasperated after hanging up the phone and goes for a cup of coffee to calm herself down. What makes Corbett's anger an emotion, rather than a mood? A) The cause of her behavior is unclear. B) The feeling of being angry is prolonged. C) The anger has a contextual stimulus. D) The response is void of action. E) The response is cognitive in nature.
Answer: C Explanation: C) Corbett's feelings are brought about by being yelled at and is a contextual stimulus for her behavior. Her response is short, rather than prolonged. These are characteristics of an emotion.
________ is a pure marker of low positive affect. A) Stress B) Relaxation C) Boredom D) Nervous E) Alert
Answer: C Explanation: C) Excited is a pure marker of high positive affect, while boredom is a pure marker of low positive affect.
Robert Springer woke up in the morning and felt a sense of joy and peace as he got ready for work. At work, though challenges came his way, he tackled them without getting stressed about them. This feeling lasted for several days that week. What is one of the reasons that Springer's feeling can be categorized as a mood and not as an emotion? A) It is more intense than emotions. B) It is brought about by a specific event. C) It is prolonged in nature. D) It is a positive feeling. E) It is indicated by a facial expression.
Answer: C Explanation: C) Springer's general ambiguous feeling of happiness is ongoing or prolonged, which is a characteristic of a mood. Contextual stimulus, strong feelings, and being directed at an event or person are characteristics of an emotion. In addition, both mood and emotion can be positive.
Which of the following statements is true regarding emotional intelligence (EI)? A) It refers to a score derived from standardized tests to measure intelligence. B) It refers to an aptitude for intellectual activities that cannot be acquired with personal effort. C) It comprises a person's ability to detect other's and one's own feelings. D) It is based on rationality instead of intuitive appeal to make judgments. E) It refers to a person's ability to suppress his or her true emotions and express organizationally accurate emotions.
Answer: C Explanation: C) The term "emotional intelligence" refers to a person's ability to detect and to manage emotional cues and information.
Carrie recently received the Employee of the Year award at the call center where she works as a customer service representative. She was chosen for the award because she is known to be highly courteous toward even the most difficult of callers and is efficient at handling their queries. A month after receiving the award, Carrie submits her resignation. According to her exit interview, she felt burnt out. Which of the following best explains this situation? A) Carrie was overwhelmed by the award. B) Carrie lacked the skills and motivation to perform her job in an effective manner. C) Carrie felt the strain of having to constantly fake positive emotions towards her customers. D) Carrie was demotivated by the lack of recognition and respect from her peers. E) Carrie was unable to empathize with her callers and the problems that they faced.
Answer: C Explanation: C) This situation relates to emotional dissonance. Carrie was most likely feeling the strain of having to project one emotion while feeling another, especially when dealing with difficult callers, which ultimately caused her to feel burnt out. It cannot be argued that Carrie was overwhelmed by the award as it would not cause her to feel burnt out. The fact that Carrie won the Employee of the Year award proves that she was skilled and motivated, and that she received recognition for her work. It cannot be argued that she lacked empathy as she was courteous with her callers and efficiently handled their queries.
________ refers to a model which suggests that workplace events cause emotional reactions on the part of employees, which then influence workplace attitudes and behaviors. A) Ironic process theory B) Implicit personality theory C) Disengagement theory D) Affective events theory E) Construal level theory
Answer: D Explanation: D) Affective events theory (AET) refers to a model that suggests that workplace events cause emotional reactions on the part of employees, which then influence workplace attitudes and behaviors.
Which of the following is an example of deep acting? A) Sasha ignores a colleague's question because she knows he has a personal grudge against her. B) Andy conceals her emotions and politely talks to a customer even though he is annoying her. C) Liza smiles at her manager even though last week she was passed off for a promotion. D) Dave tries to get along with a co-worker because they will soon be working together on a project. E) Javier is tired of working long hours and calls in sick on Monday to skip work.
Answer: D Explanation: D) Deep acting refers to trying to modify our true inner feelings based on display rules. Dave in this situation, is making an effort to know his colleague better because they will soon be working together on a project.
Which of the following statements is true regarding negotiation? A) Displaying a negative emotion at a negotiation can never be effective. B) Angry negotiators who have less power than opponents have better outcomes. C) Individuals who do poorly in a negotiation are more willing to be cooperative in future negotiations. D) Feeling bad about your performance during a negotiation tends to impair future negotiations. E) Individuals who do poorly in a negotiation develop positive perceptions of their counterpart.
Answer: D Explanation: D) Displaying a negative emotion (such as anger) can be effective, but feeling bad about your performance appears to impair future negotiations. Individuals who do poorly in a negotiation experience negative emotions, develop negative perceptions of their counterpart, and are less willing to share information or be cooperative in future negotiations. Anger should be used selectively in negotiation: angry negotiators who have less information or less power than their opponents have significantly worse outcomes.
Alejandro is constantly annoying people in the office. He speaks his mind freely without taking into consideration how it will affect others, doesn't try to smile when he's in a bad mood, and can't understand why other people are upset with him. Alejandro's inability to be self-aware indicates that he has a very low ________. A) cognitive intelligence B) self-esteem C) negative affect D) emotional intelligence E) job satisfaction
Answer: D Explanation: D) Emotional intelligence (EI) is a commonly accepted term based on three factors: a person's ability to (1) be self-aware (to recognize her own emotions when she experiences them), (2) detect emotions in others, and (3) manage emotional cues and information. In general, people who know their emotions, or EI, are more effective. Alejandro shows that he is incapable of reading his own emotions, or those of others, revealing a low EI.
Wanda Elder works as a human resource executive. Being helpful is inherent in her nature and she regularly interacts with employees helping them understand their needs and ease difficulties. She reads emotional cues of people with ease and knows how to express her emotions without violating organizational norms. Which of the the following is Elder characterized by? A) high cognitive dissonance B) low self-esteem C) high emotional dissonance D) high emotional intelligence E) low job satisfaction
Answer: D Explanation: D) Emotional intelligence (EI) is a person's ability to (1) perceive emotions in the self and others, (2) understand the meaning of these emotions, and (3) regulate one's emotions.
Depressed people are more likely than others to use heuristics, or rules of thumb, to help make good decisions quickly.
Answer: FALSE Explanation: People in good moods or experiencing positive emotions are more likely than others to use heuristics, or rules of thumb, to help make good decisions quickly.
Which of the following statements is most likely to be true about differences between men and women in relation 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
Answer: D Explanation: D) Evidence confirms that women are more emotionally expressive than men; they experience emotions more intensely, they tend to "hold onto" emotions longer than men, and they display more frequent expressions of both positive and negative emotions, except anger.
Which of the following is an example of an epicurean activity which helps increase a person's positive mood? A) attending a meeting B) playing video games C) going on a ski vacation D) eating a meal with friends E) watching a movie
Answer: D Explanation: D) For most people, social activities increase positive mood and have little effect on negative mood. Research suggests activities that are physical such as skiing or hiking with friends or epicurean such as eating with others are more strongly associated with increases in positive mood than events that are formal such as attending a meeting.
Ashley Madison works as a receptionist at a fashion magazine. One morning, her boss walks into the office and yells at her, telling her that the front office is a mess and she needs to clean it immediately. After her boss leaves the room, Madison goes to the front office and violently slams trash into the bin. Which of the following best describes Madison's anger? A) a recognition B) an insight C) a mood D) an emotion E) a perception
Answer: D Explanation: D) Madison is experiencing an intense feeling of anger, which is an emotion directed toward her boss. Emotions are intense feelings that are directed at someone or something and are more likely to be caused by a specific event.
Which of the following is an argument used against emotional intelligence? A) It is not genetically influenced and thus is void of an underlying biological factor. B) It does not have the capacity to predict criteria that matter. C) It can be learned by experience. D) It cannot be measured easily and measures of EI are diverse. E) It is not closely related to intelligence and personality.
Answer: D Explanation: D) Many critics have raised questions about measuring EI. Because EI is a form of intelligence, they argue, there must be right and wrong answers for it on tests. The measures of EI are diverse, and researchers have not subjected them to as much rigorous study as they have measures of personality and general intelligence.
________ are cognitive in nature, have an unclear, general cause, and last for several hours or days. A) Emotions B) Feelings C) Perceptions D) Moods E) Reactions
Answer: D Explanation: D) Moods are cognitive in nature and their causes are often general and unclear. They are generally not indicated by distinct facial expressions.
Amber and Emma were recently hired by a marketing agency. Though there is a lot of work that has been allotted to both of them, Amber is always in a good mood. Emma, on the other hand, appears to be depressed with her job. In such a situation, as compared to Emma, Amber is more likely to ________. A) take an extended time at processing information B) have poor problem-solving skills C) make poorer decisions D) find better solutions to problems E) weigh all possible options rather than the most likely ones
Answer: D Explanation: D) People in good moods or experiencing positive emotions are more likely than others to use heuristics, or rules of thumb, to help make good decisions quickly. Positive emotions enhance problem-solving skills. Depressed people are slower at processing information and tend to weigh all possible options rather than the most likely ones.
Jean Ervin works as a fund raising executive at a women rights organization in San Diego. Though she has been with the organization for only a year now, she has already been promoted and often gets excellent feedback from her manager. Her manager says that the key to Ervin's good performance is because she is happy with the work she does and she is excited about the challenges in tasks which she takes up with a lot of enthusiasm. Which of the following mood dimensions is Ervin most likely to be feeling? A) low positive affect B) neutral affect C) low negative affect D) high positive affect E) high negative affect
Answer: D Explanation: D) Positive affect is a mood dimension consisting of positive emotions such as excitement, self-assurance, and cheerfulness at the high end.
Carlos is upset because his boss gave him work to finish over the weekend. It is Friday. Which of the following is most likely to help Carlos lift his spirits? A) watching TV with his friends B) playing a video game at home C) attending a meeting D) going to a party with his friends E) attending a training session
Answer: D Explanation: D) Social activities increase positive mood. Activities that are physical (skiing or hiking with friends), informal (going to a party), or epicurean (eating with others) are more strongly associated with increases in positive mood than events that are formal (attending a meeting) or sedentary (watching TV or playing video games with friends).
Ben Ervin often experiences emotions in a much stronger manner than most of his other colleagues. Events that do not provoke any significant emotional response from another person, send him into fits of happiness, anger, or depression. In view of such a situation, Ervin is displaying a high level of ________. A) intelligence quotient B) sentience quotient C) intellectual giftedness D) butterfly effect E) affect intensity
Answer: E Explanation: E) Affect intensity is defined as the individual differences in the strength with which individuals experience their emotions. Affectively intense people experience both positive and negative emotions more deeply: when they are sad, they are very sad, and when they are happy, they are very happy.
Surface acting deals only with ________ emotions. A) negative B) weak C) cognitive D) strong E) displayed
Answer: E Explanation: E) Displayed emotions are those that the organization requires workers to show and considers appropriate in a given job, therefore a person engaging in surface acting is only concerned with displayed emotions. Deep acting deals with felt emotions. Surface acting is not defined in regard to negative, weak, or strong emotions.
Explain how emotions and moods are different from each other.
Answer: Emotions are more likely to be caused by a specific event, and emotions are more fleeting than moods. Emotions are reactions to a person whereas moods, in contrast, are not usually directed at a person or an event. Unlike moods, emotions like anger and disgust tend to be more clearly revealed by facial expressions. In addition, some researchers state that emotions may be more action-oriented and they may lead one to take some immediate action. On the other hand, moods may be more cognitive, meaning they may cause one to think or brood for a while.
Green Earth, an environmental organization in Oklahoma, recently recruited Phyllis Galvan as a project coordinator. Galvan's manager has noticed that ever since she has joined, she has been extremely positive about her work and takes up challenges without complaining. In addition, she maintains a positive ambience by helping out colleagues and smiling at everyone she interacts with. Her behavior has had a positive effect on her colleagues who have started behaving in a similar manner now. Which of the following concepts is demonstrated in this example? A) emotional dissonance B) Ben Franklin effect C) unit bias D) anchoring effect E) emotional contagion
Answer: E Explanation: E) Emotional contagion refers to the process by which people's emotions are caused by the emotions of others.
Rachel Hartley was a top graduate management student who now works as a project manager at a retail firm. However, in spite of her strong education background, she often finds it difficult to manage her team efficiently. She is not able to understand her team's emotions when they feel frustrated with a work challenge or when they need appreciation for a job well done. Which of the following does Hartley suffer from? A) downing effect B) low emotional dissonance C) depressive realism D) low cognitive dissonance E) low emotional intelligence
Answer: E Explanation: E) Emotional intelligence (EI) refers to the ability to detect and to manage emotional cues and information.
Which of the following terms best describes an intense feeling directed at someone or something? A) perception B) cognition C) mood D) reasoning E) emotion
Answer: E Explanation: E) Emotions are intense feelings that are directed at someone or something. Emotions are reactions to a person. For instance, seeing a friend at work may make one feel glad or an event dealing with a rude client may make one feel angry
Alana Gore works as a campaign manager at a non-profit organization in Manhattan. She was recently asked by her supervisor to give a presentation on the progress of the ongoing climate campaign. However, throughout the presentation, her colleague Kelly Simmons interrupts her by asking irrelevant questions. In addition, she tries to insult her by constantly criticizing key findings and objectives achieved. Though Gore initially tried to be patient, she eventually loses her cool and retorts back asking her to keep her questions and clarifications for the end of the presentation. Which of the following is a reason why Gore's reaction can be categorized as an emotion instead of a mood? A) Its cause is general and ambiguous. B) It is not action-oriented. C) It incorporates both positive and negative dimensions of affect. D) It is less cognitive in nature than moods. E) It is caused by a specific event.
Answer: E Explanation: E) Gore's anger results in action when she retorts back at Simmons, which is a characteristic of emotion. Emotions are caused by a specific event, which. in this scenario, is Simmons criticizing and interrupting her presentation.
Under which of the following conditions, if true, would the manager's suggestion most likely be accepted? A) The company recently acquired a new client and work volumes are expected to increase. B) The company halted its hiring plans for the year in order to focus on developing talent in-house. C) The company allows employees to encash their unused leave at the end of every year. D) The company promotes work-life balance, by offering employees flexible working arrangements. E) The company has a "use it or lose it" policy whereby unused leave lapses at the end of every year.
Answer: E Explanation: E) If the company has a "use it or lose it" policy whereby unused leave lapses at the end of every year then employees would most likely accept the manager's suggestion of mandatory 7-day vacation. If work volumes are expected to increase then this would weaken the likelihood that the manager's suggestion will be accepted. It is irrelevant or, at the most, weakens the manager's suggestion if the company halts hiring in order to develop talent in-house. If the company allows employees to encash their unused leave at the end of every year then this would weaken the likelihood that the manager's suggestion will be accepted. If the company already promotes work-life balance through flexible working arrangements, then this would reduce the likelihood that the manager's idea will be accepted.
________ refers to the tendency of people to associate two events when in reality there is no connection. A) Affect intensity B) Focusing effect C) Distinction bias D) Omission bias E) Illusory correlation
Answer: E Explanation: E) Illusory correlation is the tendency of people to associate two events that in reality have no connection.
Gerard Yoder believes that every time he picks up his daughter, Penny, from school, it brings him good luck. The last time he picked her up from school, he won a lottery ticket. Today, after he received her from school, he reached his office and found out that he has been promoted. Which of the following concepts best describes Yoder's belief? A) affect intensity B) bandwagon effect C) illusory superiority D) positive bias E) illusory correlation
Answer: E Explanation: E) Illusory correlation is the tendency of people to associate two events when in reality there is no connection.
Which of the following statements is most likely to be true regarding moods? A) Moods are always brought about by a specific event. B) Moods last for a very short period of time such as a few seconds. C) As compared to emotions, moods are more likely to be clearly revealed by facial expressions. D) Moods are more fleeting than emotions. E) Moods are cognitive in nature.
Answer: E Explanation: E) Moods are cognitive in nature and their cause is often general and unclear. They are generally not indicated by distinct facial expressions. Unlike moods, emotions like anger and disgust tend to be more clearly revealed by facial expressions. Emotions are more likely to be caused by a specific event, and emotions are more fleeting than moods.
Katherine Connor started her day with a cup of coffee while reading the newspaper. However, something about the day makes her feel low. When she reaches the office, she feels upset and distracted from work, although she cannot pinpoint a reason for feeling this way. She continues to feel upset and distracted through the rest of the day. Which of the following is she most likely to be experiencing? A) a response B) a reaction C) a counteraction D) an attitude E) a mood
Answer: E Explanation: E) Moods are cognitive in nature and their cause is often general and unclear. They last longer than emotions for several hours or days.
Negative affect is a mood dimension consisting of ________ at the low end. A) nervousness B) relaxation C) anxiety D) stress E) depression
Answer: E Explanation: E) Negative affect is a mood dimension consisting of nervousness, stress, and anxiety at the high end and depressed, and bored at the low end.
Jane Hastings recently joined her first job as a communication executive and is working on creating press releases for an upcoming campaign. The campaign is getting launched publicly in the next week and Hastings will need to interact with the media and give sound bytes on the issue. This is the first time she will be interacting with the press and she is experiencing emotions of anxiousness, nervousness, and stress. Which of the following mood dimensions is she experiencing? A) low positive affect B) neutral affect C) low negative affect D) high positive affect E) high negative affect
Answer: E Explanation: E) Negative affect is a mood dimension consisting of nervousness, stress, and anxiety at the high end.
Which of the following mood dimensions is a pure marker of high negative affect? A) depression B) relaxation C) fatigue D) boredom E) nervousness
Answer: E Explanation: E) Nervousness is a pure marker of high negative affect; relaxation is a pure marker of low negative affect.
Which of the following statements is true regarding the effects of moods and emotions on decision making? A) Moods and emotions have no direct influence on decision making. B) People in good moods are less likely than others to use heuristics to make decisions. C) Positive emotions tend to diminish problem-solving skills and analytical skills. D) People with positive emotions are slower at processing information as compared to depressed people. E) Depressed people tend to weigh all possible options rather than the most likely ones.
Answer: E Explanation: E) OB researchers are increasingly finding that moods and emotions have important effects on decision making. People in good moods or experiencing positive emotions are more likely than others to use heuristics, or rules of thumb, to help make good decisions quickly. Positive emotions enhance problem-solving skills. Depressed people are slower at processing information and tend to weigh all possible options rather than the most likely ones.
Dawn Wang heads an ad agency in Texas and regularly needs to work with copywriters, artists, and designers to come up with effective branding solutions for products. For one of the company's esteemed clients, Wang and her team need to brainstorm ideas for a slogan for the client's new line of clothing. In such a situation, why is it particularly important for Wang to keep her team happy? A) People take a long time at processing information when they are in a good mood. B) People tend to weigh all options to make less likely decisions when in a good mood. C) People are less likely to use rules of thumb when they are in a good mood. D) People tend to make decisions quickly when they are in a good mood. E) People are more creative and produce more ideas when they are in a good mood.
Answer: E Explanation: E) People in good moods tend to be more creative than people in bad moods. They produce more ideas and more options, and others think their ideas are original.
A research group in Arizona recently conducted a survey among workers of a coal power plant to understand emotions and their happiness quotient. Employees at the plant often complained about poor working conditions and low insurance benefits. However, the group was surprised with the finding of the survey because employees had a positive mood 70 percent of the time during work hours. Which of the following concepts would best explain such a finding? A) butterfly effect B) framing effect C) anchoring bias D) distinction bias E) positivity offset
Answer: E Explanation: E) Positivity offset is defined as the tendency of most individuals to experience a mildly positive mood at zero input.
Which of the following is most likely to be experienced during a positivity offset? A) nervousness B) depression C) stress D) anxiety E) relaxation
Answer: E Explanation: E) Positivity offset is defined as the tendency of most individuals to experience a mildly positive mood at zero input. Relaxation is an example of a mildly positive mood.
Elvira wants to hire three new customer service representatives. She is considering using a measure of EI to help select her new employees. Explain what EI is and how it could be useful for Elvira for the job that she's hiring for, and the reasons why she should not depend entirely on the EI measures for her selection.
Answer: Emotional intelligence (EI) is a person's ability to (1) be self-aware (to recognize her own emotions when she experiences them), (2) detect emotions in others, and (3) manage emotional cues and information. People who know their own emotions and are good at reading emotional cues — for instance, knowing why they're angry and how to express themselves without violating norms — are most likely to be effective. One implication from the evidence on EI to date is that employers should consider it a factor in hiring employees, especially in jobs that demand a high degree of social interaction. Elvira is hiring for customer service, which requires a great deal of social interaction. Elvira should also consider that EI is hard to measure and is very vaguely defined so she should not entirely depend on EI measures for her selection.
What is emotional intelligence? Briefly explain the arguments for and against emotional intelligence.
Answer: Emotional intelligence is a person's ability to: (a) be self-aware (to recognize her own emotions when she experiences them), (b) detect emotions in others, and (c) manage emotional cues and information. People who know their own emotions and are good at reading emotional cues — for instance, knowing why they're angry and how to express without violating norms — are more likely to be effective. The arguments for EI include: a) Intuitive Appeal: There's a lot of intuitive appeal to the EI concept. Most everyone would agree that it is good to possess street smarts and social intelligence. b) EI Predicts Criteria That Matter: Evidence is mounting that suggests a high level of EI means a person will perform well on the job. c) EI Is Biologically Based: One study has shown that people with damage to the part of the brain that governs emotional processing (lesions in an area of the prefrontal cortex) score significantly lower on EI tests. The arguments against EI include: a) EI Is Too Vague a Concept: To many researchers, it's not clear what EI is. b) EI Can't Be Measured: Many critics have raised questions about measuring EI. Because EI is a form of intelligence, for instance, then there must be right and wrong answers about it on tests, they argue. c) The Validity of EI Is Suspect: Some critics argue that because EI is so closely related to intelligence and personality, once you control for these factors, EI has nothing unique to offer.
What is emotional labor? What is its relation with emotional dissonance? Explain.
Answer: Emotional labor may be defined as a situation in which an employee expresses organizationally desired emotions during interpersonal transactions at work. Emotional labor creates dilemmas and emotional dissonance for employees. Emotional dissonance may be explained as inconsistencies between the emotions people feel and the emotions they project. Emotional dissonance can take a heavy toll on employees and bottled-up feelings of frustration, anger, and resentment can eventually lead to emotional exhaustion and burnout.
According to the affective events theory, work events trigger positive or negative emotional reactions among employees and these reactions influence their job performance and satisfaction.
Answer: TRUE Explanation: The affective events theory (AET) demonstrates that employees react emotionally to things that happen to them at work, and this reaction influences their job performance and satisfaction. Work events trigger positive or negative emotional reactions, to which employees' personalities and moods predispose them to respond with greater or lesser intensity.
The expression of emotions in speeches can be a critical element that makes people accept or reject a leader's message.
Answer: TRUE Explanation: The expression of emotions in speeches can be a critical element that makes people accept or reject a leader's message.
The term "affect intensity" refers to the individual differences in the strength with which individuals experience their emotions.
Answer: TRUE Explanation: The term "affect intensity" refers to the individual differences in the strength with which individuals experience their emotions.
Discuss whether there are gender differences regarding emotions.
Answer: The common belief is that women are more emotional than are men. Evidence confirms that women are more emotionally expressive than are men, they experience emotions more intensely, and tend to "hold onto" emotions longer than men. They also display more frequent expressions of both positive and negative emotions, except anger. Evidence from a study of participants from 37 different countries found that men consistently report higher levels of powerful emotions like anger, whereas women report more powerless emotions like sadness and fear. Thus, there are some sex differences in the experience and expression of emotions.
Zach is a pharmaceutical sales representative and must put on a smile everyday at work with his clients. Discuss the emotional labor experienced by Zach. Explain the significance of emotional intelligence demanded of Zach in order to be successful, and how he applies his emotions and moods in his job.
Answer: Zach has to engage in surface acting on a daily basis. He has to smile and act positive regardless of his felt emotions in order to be successful. Certainly there will be times when Zach has emotional dissonance, or feels a disparity between his true emotions and how he must appear to his clients. Zach uses his emotions and moods positively to guide his clients into making quick decisions in the purchase of his products. People in good moods tend to make quicker decisions. Finally, Zach applies his moods and positive emotions to provide excellent customer service to his clients. He spreads his good mood through emotional contagion and is able to get his customers to make larger orders and remain loyal to him in the competitive pharmaceutical industry.