Chapter 9 Intro to Bus

reinforcement theory

Reinforcement theory uses rewards and punishments to motivate employees

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

a want, and a need

According to the equity theory, employees value their own outcomes in relation to their own inputs. Then they compare the outcomes-to-inputs ratio to:

any or all of the choices provided in the answer set

rewards

anything that increases a specific behavior

employee empowerment

delegating decision-making authority to employees

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

empowerment

job rotation

enlarging jobs by moving employees among several different jobs

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

expectancy

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

hawthorne effect

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

hygiene

safety needs

include the need to feel secure and protected from physical harm.

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

rewards, reinforcement

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

rotation

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

safety needs

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

theory y

theory y

workers like delegation and responsibility in their work.

Hawthorne effect

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