MGMT 2053 Exam 3 (9,10,11)

____ is a work slowdown instituted by the employees to achieve a purpose beneficial to them.

Soldiering

____ is the use of information about customers to create marketing strategies that develop and sustain desirable long-term customer relationships.

Customer relationship management

Google, Zappos, and other tech companies strive to keep their employees happy and satisfied as a means of ensuring they will perform better. This philosophy, borne of the Hawthorne studies, gave rise to the __ movement.

human relations

Gerald is the hiring manager for RTY Corp. He will utilize the most widely used selection technique for job applicants which is the

interview.

To determine the relative worth of various jobs in a firm, the firm will conduct a

job evaluation.

Fred's business separates the computer repair technicians from the customer service personnel. After repeated returns of computers from customers with complaints, Fred decided to combine the customer service and repair functions to improve customer-technician communications and motivate employees to improve the quality of their service. This motivational technique is called

job redesign.

HRM specialists and ___ generally share the responsibility for human resources management.

line managers

All of the following except ___ is a major approach to performance feedback interviews:

mailing a written copy without any interaction from the supervisor,

In the planning step of marketing research, the researcher

make plans on how to gather needed but missing data.

Phillip likes to use MBO to manage his business. MBO stands for

management by objective.

Followers of Theory Y support all of the following assumptions except

managers must coerce and control workers to achieve organizational goals.

The owners of Jay's Bicycle shop are trying to decide what types of bicycles to carry in their shop. They have noted that there are many elderly individuals in their area who would benefit from beach cruisers, there are many road riders who would most likely select high-end street bicycles, and the mountain bike riders should be provided for as there are many dirt roads to ride them on. Jay's owners are in the process of

market segmentation.

Princess Cruise Lines representatives talk to its present and potential customers to assess where they would like to cruise, where they have cruised, how many people they would most likely take with them on a cruise, and what amenities and activities they enjoy and participate in or are likely to participate in. Princess is applying the ___ concept.

marketing

Melanie, a manager at a contemporary business, wants employees to have more control over their work. She should implement either

MBO or job enrichment.

Ariana has been tasked with purchasing 223 desks for her employer. The desks fall into roughly three categories: desks that can be converted from sitting to standing desks for the accounting department, executive desks with credenzas and matching bookcases, and cubical desks for the secretarial pool. Each department drafted "wish lists" of the components they wanted for the desks. From the information given, what can we best conclude about Ariana?

That she is most likely better informed than consumers and considers a product's quality, its price, and the service provided by suppliers.

People are motivated by ___ according to the equity theory.

receiving a reward commensurate with their performance,

____ is the definition of scientific management, which was researched by Frederick W. Taylor.

"The application of scientific principles to the management of work and workers"

Telecommuting can be especially beneficial to the disabled, working parents, and employees taking care of elderly or disabled family members and _____ percent of the US workforce are classified as telecommuters.

2.8%

Philip is a human resources manager in an industry that is experiencing an over-supply of qualified workers due to an economic downturn and decreased demand for the products his industry manufactures. His company has had a greater over-supply than most companies in the industry due to restrictions placed on the products his company produces that limits the number of units that can be sold during a specific time period. Philip must recommend to management ways to reduce the company's workforce. He has several options at his disposal, which of the following would be the most desirable option to utilize to reduce the workforce?

Attrition

____ is the most humane form of workforce reduction.

Attrition

Arlie joined the United States Air Force when he graduated from high school after talking to an Air Force member who was tasked with going to schools and showing movies of Air Force personnel in action, handing out literature, doing follow-up contact work, and answering questions students may have. Before being accepted into the Air Force, Arlie was required to take exams and then to report to a designated location where he was weighed and required a physical fitness test. Having passed all of the physical exams and tests, Arlie is now on his way to San Antonio, Texas for boot camp. He will be sent to school in Biloxi, Mississippi when he completes boot camp. What part of the employment process is represented by boot camp?

Boot camp is the military's version of employee orientation.

Which of the following is required to retain human resources?

Compensation

___ advanced the concepts of Theory X and Theory Y.

Douglas McGregor

Dr. Timothy, PhD is the department head for his college's marine biology department. He has conducted research on every continent and published several papers. His work is cited by other researchers throughout the world. In spite of his experience, he is required to take classes in use of technology for educational purposes, applying technology practically in the classroom, and how to make courses accessible to individuals with disabilities. From an employment perspective, what are the additional classes?

Employee training

Steven's Sporting Goods started as a small shop catering to hunters and the fly-fishing crowd, but as demand for other products were made, he branched out into other outdoor-sports. Steven's philosophy is that the store should cater to its core customer base, but stock the latest outdoor gear for those who want participate in other sports. His store is limited in space, so he has had to carefully consider what other products he will carry. He carries gear that would be required for wading in cold mountain rivers and streams, canoes, and kayaks, but no other water sports equipment. His marketing is directed toward hunters and fishermen, but includes activities, events, and sales directed to other outdoor enthusiasts. Over the past month, he has received numerous requests for rock climbing gear. As a result of these requests, Steven has entered into negotiations with three providers of high-quality rock climbing shoes and gear. What do Steven's activities show about his marketing for Steven's Sporting Goods?

He has a marketing concept and is acting on it.

Daniel is employed by National Computing, Inc., a large business-to-business firm. Because the business has grown exponentially in a short amount of time, Daniel's manager has given him the task of developing a program that will continually collect data from a business' internal sources. The data will include sales figures, product and marketing costs, inventory levels, and activities of the sales force. He is also to include external data from and about suppliers, intermediaries, and customers. He has been informed that the program will be used by his firm and will be sold to clients to make marketing decisions. Which of the following best describes the purpose of Daniel's program?

He is developing a program for a marketing information system.

Hollister is the human resource manager at his company. He has noted that, while there are many engineers working for his employer, they serve different functions: civil engineers perform different functions from the electrical engineers, or computer engineers. While all need engineering degrees and licensing, the civil engineers need a focus on architecture and building functionality, electrical engineers need an understanding of electrical circuits and an ability to envision a finished product, and computer engineers need an in-depth understanding of not only engineering, but also of software. What part of the employment process is Hollister engaged in?

He is gathering data to create job specifications.

Cloie's Ceramics embarked on a plan to make its ceramics staff happy with their jobs. Cloie had more sinks installed and subscribed to a towel service so employees could use terrycloth towels to dry on after washing their hands. She purchased a hypoallergenic hand lotion and had containers of it available at each wash station. She also had the refrigerator stocked with cold drinks and treats. At the beginning of the year three employees reported they were satisfied with the work environment as it was, the remaining ten employees were dissatisfied. By the end of the year she found that four employees reported they were satisfied with the work environment, two employees were dissatisfied and the remaining seven were not dissatisfied. She was puzzled by these results because she thought employees should be satisfied or dissatisfied and asked you for input. You explained that she has stumbled upon the same results of a famous motivational researcher. Which of the following researchers presented a theory of motivation based on satisfaction and dissatisfaction?

Herzberg

___ are equal to salary motivation according to the Hawthorne studies.

Human factors

Con Crete Company is trying a new method to motivate employees. At the beginning of the year the company began a stepped in-processing program. During the first year of employment, entry-level employees are mentored by their supervisor during bi-weekly meetings that give them the opportunity to ask questions. The supervisor shows the employee how his or her work contributes to the goals of the organization. At the end of the first year, they are given new tasks to do that are related to, but not the same as, the tasks they already perform, because of the close supervision and mentoring they received the first year, they are expected to be able to accomplish the new tasks without supervision but may ask for coaching if they feel it is needed to perform well. What type of motivation technique is Con Crete Company using?

Job enrichment

___ of performance appraisals are used by managers who judge or estimate the employee's performance level and rank employees on a scale.

Judgmental methods

Santa Fe Station Hotels and Casinos hire workers for several positions. Which of the following would most likely be paid on a salary plan?

Manager

___ factors in the workplace act as satisfiers.

Motivation

Perez and Hezron are commissioned textbook salesmen representing their publisher throughout Illinois. Perez has a wife and two children and is the sole provider for his family. His daughter was just diagnosed with cancer and he needs greater income to cover her medical bills. Hezron just graduated from high school and will attend an ivy league college in the fall. He has college and housing bills to pay, but has several scholarships and grants which substantially reduce the cost of his education. He would like to save money for grad school. Perez arrives at the publisher's sales office every morning before it opens and spends the day out making calls on professors. He does not leave until the college offices he is to visit that day close. He grows anxious if he only gets an agreement for one new account a day. Hezron arrives when the office opens and stops soliciting sales eight hours later. If he only secures two contracts a month, he is not concerned. The sales office area director said Perez is more motivated than Hezron. Which of the following best defines the area director's comment?

Motivation is the internal process that energizes, directs, and sustains behavior.

The ___ and ___ are federal laws that concern themselves with the relationships between a business firm and labor unions.

National Labor Relations Act; Labor-Management Relations Act

Lazarus was asked to join a team with Jacquelin, Alondra, Mateusz, and Mindy to resolve a product packaging issue their company was having. Lazarus took an instant dislike to Alondra because she was boisterous and did not seem to take things seriously. Because Alondra seemed to be friends with Mateusz, Mindy avoided her. After the team had been together for about a week, they had a loud argument that resulted in the members expressing the pros and cons they saw with working with each of the other members. Mindy discovered that she was not liked because she refused to take a stand and say what she meant. After the argument, the group unofficially made Jacquelin leader because she was even-tempered and they all respected her. With the appointment of Jacquelin as leader, the group began working in earnest on the problem because they finally understood what their roles were on the team. At what point in the team formation process was the team at the end of this scenario?

Norming

___ is one of the common errors made by managers appraising employees.

Overusing one portion of an evaluation instrument

Harry's Lighting, a home lighting manufacturer, purchases electrical wires needed to make light fixtures from various wire manufacturers. Harry's is a part of which type of market?

Producer

____ is the most difficult need to satisfy.

Self-actualization

___ focused on determining how the work environment affects productivity.

The Hawthorne studies

____ embraces the idea that satisfaction and dissatisfaction are distinct dimensions.

The motivation-hygiene theory

___ was the focus of business from the beginning of the Industrial Revolution until the early 20th century.

The production of goods

Frederick has been reviewing employee files, compensation packages, and other human resource matters to plan for future compensation allocations. Which of the following would he not consider when making a compensation decision?

The wage-cut decision

Bill, a supervisor at a grocery store, continually monitors employees' performance and often goes into the stock room to make sure they are working. He reprimands employees who talk to one another while working the registers, even if no customers are present, and surveys the breakroom to ensure employees do not take longer breaks than allotted. Bill most likely uses ___ assumptions when dealing with employees.

Theory X

Kevin is a manager of an auto parts store. To motivate employees to work, he warns them often about losing their jobs. Kevin's actions indicate that his assumptions about employees reflect ___ concepts.

Theory X

At Zappos, employees are informed of the company's values and goals and work to be done, and then permitted to accomplish their tasks without interference from management but with help given whenever needed. Zappos follows a ___ concept of employee motivation.

Theory Y

Hewlett-Packard forms employees into units and permits them to set unit goals and means of attaining them so they will accomplish the overall goals of the company. It also permits the units to determine what personal rewards will be given for reaching the goals. By doing this, Hewlett-Packard is applying

Theory Y.

ABC Business Solutions is an HR contracting firm that provides a variety of services to customers including employee training, assistance with downsizing, assistance with hiring to promote diversity, and training of managers to avoid common human relations legal problems. When it is helping small companies develop their human resource management, what activity is it involved in?

Training

Bob and Betty recently opened a bicycle shop. They consider all bicycle riders as their target market. Which targeting strategy did they use in choosing a target market for their store?

Undifferentiated approach

Every few days Dilbert Doogood, a manager at Something Big Productions, sends a maintenance worker into the office to move the plastic plants around and make new arrangements of them. When the man leaves, productivity increases in alignment with Hawthorne's experiments with lighting that showed

a sense of involvement affects production.

Harry Hill works for Underhill Funeral Services. He travels to nearby colleges, interviewing interested students for hiring after graduation and selecting those who will be invited to an office visit. While performing these activities he is in the ___ phase of the HRM process.

acquiring human resources

The ____ phase of human resources management includes both training and development.

appraising performance

Freddie's Ford is facing budget cuts due to decreases in sales across the nation. Freddie needs to reduce the number of employees at his dealership over the next three years. He has decided to stop hiring new employees to fill vacant positions to comply with the budgetary constraints. This approach is called

attrition.

The Ritz Carlton markets to wealthy individuals and those who would like to give the appearance of wealth; therefore, the Ritz has segmented its market on a ___ basis.

behavioristic

Studies have shown that when people from different cultures, educational backgrounds, and work experiences come together to work on a project, the company benefits from

better problem solving.

Melissa is required to attend a gathering where she will listen to a speech from one of the company board members who has been in the business for 40 years. This form of training and development is called

conference and seminars.

The Hawthorne studies concluded that

employees' motivation to work is influenced by human factors. Workers are more productive when they feel they are payed attention to; moreover that the workers needs extended well beyond economic considerations; organizations are social institutions, and the classical management theories proved inadequate for satisfactorily explaining organizational dynamics

At Google, teams of workers make their own job assignments, create cross-functional teams, plan their work, and control their material and inventory needs. This is an example of job

enrichment.

An instructor who provides a rubric for grading all assignments and provides detailed instructions for what will be required to obtain extra credit would be using

equity theory.

Fred's Furniture Importers, a wholesale business, sells furniture to Sarah's Furniture Sales, a retailer. This is an example of a business-to-business market. Business-to-business markets include all of the following except ___ markets.

financial

Phillip is working on his business plan and is working on a section in which he will determine how the business can make the best use of its resources and meet its objectives. He is developing a

marketing strategy.

Whenever Jane, a trainee at QRT Corp., answers the telephone improperly, her supervisor looks at her, raises one of his eyebrows, and frowns slightly. After receiving five of these looks one morning, Jane no longer answered the telephone improperly. Her supervisor was using ___ to eliminate the undesirable activity.

negative reinforcement

GHI Corp. has employees forming teams. The role of each person within the team will become apparent during the ___ stage of team development.

norming

About ___ of every consumer dollar spent is spent on marketing activities associated with time, place, and possession utility.

one-half

Sultan's is a Greek restaurant that has a booth at the local farmer's market each Saturday selling Greek food to customers. The owner runs the booth because he enjoys interacting with customers. When a customer asks for items not on the menu and he does not have in his booth, the owner takes the order for the following Saturday and has it available for the customer at that time. Sultan's is creating a model for

relationship marketing.

Human resource managers use ___ and ___ to estimate the supply of needed human resources for their organization.

replacement charts; skills inventories

One of Herzberg's motivation factors is

responsibility.

The emphasis of business from the period between 1920 and 1950 was on ___, with focus placed on advertising, sales forces, and occasionally high-pressure sales techniques.

sales

The Nike motto, "Just do it," most closely relates to the ___ level of needs.

self-actualization

Henrietta has completed most of her business plan for her new business. She is now developing a marketing strategy. This will consist of the selection and analysis of a target market and

the creation and maintenance of an appropriate marketing mix.

Boats are most likely segmented according to

the end use of the product.

Harold, age 65, has worked for the same accounting firm since he finished college and passed his CPA exam. When the firm has a decision to make regarding accepting a new large business as a client, the decision is made collectively by all of the firm accountants and responsibility is shared collectively. Evaluations and promotions are slow, management has implied control, and there is no specialized career path other than providing high-quality accounting services. This firm is most likely a ___ firm.

type J

Allen has five employees for whom he will provide benefits. A benefit he is required by law to provide is

unemployment insurance.

A salesman for Sears, Roebuck & Company in the 1920s to 1950s would most likely emphasize the durability and practicality of the clothing the store sold rather than the latest fashions and may

use high-pressure sales techniques to sell more of the company's high production output.

Evelyn works in the human resources department of a large department store and has been asked to do a job evaluation of the sales clerk position. The company is most likely seeking information for developing a new

wage structure.

The human resources department at CDE Corp. is evaluating the compensation to be offered to new hires in different departments. To ensure that they offer wages comparable to similar positions in other businesses in its industry, they collect data on prevailing wage rates in the industry in their geographical area. The data collection the human resources department is conducting is called a(n)

wage survey.

Apple wants to expand its line of telephones by introducing a new product. In keeping with the marketing concept, it will likely research all of the following except

who their major competitor's most recent buyers are.