Chapter 13

Question 1

1. 
   

   France has 14 million smokers. More importantly, smokers in France are closely associated with the French culture. So when the French government waged a war against smoking, it set as its ____ to reduce smoking by 30 percent by the end of the decade.

   Answer
   

   		mission
   		motivational drive
   		goal<
   		vision
   		expectancy rate

1 points  

Question 2

1. 
   

   Which of the following is also called avoidance learning?

   Answer
   

   		positive reinforcement
   		negative reinforcement<
   		punishment
   		extinction
   		intermittent reinforcement

1 points  

Question 3

1. 
   

   In a(n) ____ reinforcement schedule, consequences follow a behavior after different times, some shorter and some longer, that vary around a specified average time.

   Answer
   

   		fixed interval
   		variable interval<
   		fixed ratio
   		variable ratio
   		continuous ratio

1 points  

Question 4

1. 
   

   The two parts of reinforcement are ____.

   Answer
   

   		reinforcement temporality and reinforcement administration
   		positive reinforcement and negative reinforcement<
   		continuous reinforcement and intermittent reinforcement
   		reinforcement contingencies and schedules of reinforcement
   		interval reinforcement and ratio reinforcement

1 points  

Question 5

1. 
   

   Which of the following is NOT a type of reinforcement contingency?

   Answer
   

   		negative reinforcement
   		punishment
   		extinction
   		overreward<
   		positive reinforcement

1 points  

Question 6

1. 
   

   According to Alderfer's ERG theory, the lowest-order need is ____.

   Answer
   

   		existence<
   		relatedness
   		physiological needs
   		ego-related
   		empathy

1 points  

Question 7

1. 
   

   Linda Stein is the manager of an ad agency. Recently her employees have shown an unwillingness to work as a team. Linda has decided to use reinforcement to encourage more team cohesiveness. What advice can you give her on how to motivate with reinforcement theory?

   Answer
   

   		Avoid intermittent reinforcement scheduling
   		Administer punishment on an intermittent schedule.
   		Choose a complicated reinforcement schedule so the employees will be surprised when rewarded.
   		Don’t reinforce the wrong behaviors.<
   		Reinforcement theory will always produce the desired results.

1 points  

Question 8

1. 
   

   The goal of the Apollo 11 moon flight was to put a man on the moon. According to Charles Garfield, who worked at NASA on the Apollo mission, Apollo 11 was off-course 90 percent of the time between here and the moon. But the crew of Apollo 11 used ____ that allowed it to make rapid course corrections.

   Answer
   

   		performance feedback
   		goal congruity
   		goal specificity?
   		goal difficulty
   		goal acceptanceX

1 points  

Question 9

1. 
   

   A ____ is a target, objective, or result.

   Answer
   

   		vision
   		motivational drive
   		need
   		goal<
   		mission

1 points  

Question 10

1. 
   

   The city of Cairo has the world’s greatest collection of Islamic buildings and statues. It would seem an ideal location for Muslim tourists, but unfortunately preservation activities have been inadequate and often more destructive than constructive. Imagine the Egyptian government is instituting a marketing campaign to motivate tourists to spend their vacation dollars in Cairo. The buildings and statues in the city would have a(n) ____ to Muslim tourists who wanted to learn more about their heritage.

   Answer
   

   		low valence
   		strong expectancy
   		low performance value
   		high valence<
   		strong instrumentality

1 points  

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Chapter 3 Quizes

Question 1

1. 
   

   According to the ____theory, companies go through long, simple periods of environmental stability, followed by short, complex periods of dynamic, fundamental environmental change, finishing with a return to environmental stability.

   Answer
   

   		environmental change theory
   		theory of environmental dynamics
   		punctuated equilibrium theory<
   		theory of resource scarcity
   		environmental cycle

1 points  

Question 2

1. 
   

   Two homebuilders are building homes in nearby subdivisions. One is offering 2,500-square-foot homes with two-acre yards. The other is offering a similar size of house with quarter-acre yards. The builder offering the smaller lots cannot keep up with demand. The builder offering the larger lots has several unsold houses. The builder with the smaller lots most likely used ____ to determine what homebuyers desired.

   Answer
   

   		reactive customer monitoring
   		proactive customer monitoring<
   		competitive analysis
   		environmental munificence
   		consumer confidence forecasts

1 points  

Question 3

1. 
   

   When Samsonite purchased American Tourister, one of the first things the new management did was to eliminate the American Tourister Gorilla mascot (which had appeared in all American Tourister ads for years and which represented the quality construction of American Tourister luggage). The gorilla had been a symbol of quality and commitment for American Tourister employees. The executive order to remove the gorilla posters from the walls of offices and factories was one of the means Samsonite used to change the organizational culture at American Tourister. The gorilla posters were an example of ____.

   Answer
   

   		visible artifacts<
   		iconic representations
   		organizational metaphors
   		organizational allegories
   		imbued technology

1 points  

Question 4

1. 
   

   When using ____techniques to change organizational culture, the key to success is to choose behaviors that are central to and symbolic of the old culture that is changing and the new culture you want to create.

   Answer
   

   		attitudinal motivation and conditioned learning
   		behavioral substitution and behavioral addition<
   		conditioned and classical learning
   		negative and positive reinforcements
   		organizational stories and heroes

1 points  

Question 5

1. 
   

   In setting up his new office, an attorney wanted furnishings that were elegant and that would make him look successful. He wanted thick, plush carpeting in his office, but federal regulations state that his office must be wheelchair accessible because it is a public area. Wheelchairs do not maneuver well in thick carpeting. The building inspector had him remove the expensive carpeting and replace it with a carpet that did allow for wheelchair maneuverability. This is an example of how the ____ component of a company’s specific environment influences it.

   Answer
   

   		socio-cultural
   		economic
   		political/legalX
   		supplier
   		industry regulation

1 points  

Question 6

1. 
   

   Which of the following is a component of Coca-Cola's specific environment and will directly influence how it does business?

   Answer
   

   		Pepsi-Cola<
   		laws concerning sanitation
   		inflation
   		the increased popularity of energy drinks
   		the development of vending machines that accept debit cards

1 points  

Question 7

1. 
   

   Companies doing a competitive analysis typically err by ____.

   Answer
   

   		doing an incomplete job of identifying competitors
   		overestimating their competition
   		ignoring proactive monitoring
   		relying on competitive intelligence
   		doing all of theseX

1 points  

Question 8

1. 
   

   Fear of a lawsuit prevents many employers from giving totally honest recommendations to former employees. This reflects a change in the ____ component of the general environment.

   Answer
   

   		technological
   		social
   		economic
   		political/legal<
   		demographic

1 points  

Question 9

1. 
   

   Which of the following is a component of the specific environment that would directly influence a restaurant's day-to-day operation?

   Answer
   

   		its regular customers
   		GNP
   		a trend toward eating less fat
   		more rigid enforcement of OSHA laws
   		all of theseX

1 points  

Question 10

1. 
   

   In a very strong economy, where the demand for qualified job applicants exceeds the supply, the environmental characteristic of ____ is likely to be particularly salient for many companies.

   Answer
   

   		environmental complexity
   		environmental change
   		resource scarcity<
   		environmental uncertainty
   		environmental risk

1 points  

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Question 1

1. 
   

   In a very strong economy, where the demand for qualified job applicants exceeds the supply, the environmental characteristic of ____ is likely to be particularly salient for many companies.

   Answer
   

   		environmental complexity
   		environmental change
   		resource scarcity<
   		environmental uncertainty
   		environmental risk

1 points  

Question 2

1. 
   

   Companies doing a competitive analysis typically err by ____.

   Answer
   

   		doing an incomplete job of identifying competitors<
   		overestimating their competition
   		ignoring proactive monitoring
   		relying on competitive intelligence
   		doing all of these

1 points  

Question 3

1. 
   

   Fear of a lawsuit prevents many employers from giving totally honest recommendations to former employees. This reflects a change in the ____ component of the general environment.

   Answer
   

   		technological
   		social
   		economic
   		political/legal<
   		demographic

1 points  

Question 4

1. 
   

   Advocacy groups use a variety of tactics to convince businesses to comply with the group's stand on issues. Which of the following advocacy group tactics would be most likely to cause a business to fail?

   Answer
   

   		media advocacy
   		product boycotts<
   		public communications
   		requiring a business license
   		lobbying

1 points  

Question 5

1. 
   

   Which of the following is the LEAST aggressive approach likely to be used by an advocacy group?

   Answer
   

   		public communications<
   		media advocacy
   		product boycotts
   		class action lawsuits
   		picketing

1 points  

Question 6

1. 
   

   All events outside a company that have the potential to influence or affect it occur in the ____ environment.

   Answer
   

   		specific
   		external<
   		formal
   		potential
   		national

1 points  

Question 7

1. 
   

   A fast-food restaurant chain is famous for its small, square hamburgers. Which of the following would be a component of its socio-cultural environment?

   Answer
   

   		a period of business prosperity
   		the development of fully automated drive-through windows
   		a price war with Burger King and McDonald's
   		the fact most consumers prefer eating out rather than at home<
   		regulations passed by the Food & Drug Administration

1 points  

Question 8

1. 
   

   Which of the following is NOT a dimension of the political/legal component of the general environment that governs and regulates business behavior?

   Answer
   

   		legislation
   		competitive products<
   		court decisions
   		regulation
   		customer-initiated lawsuits

1 points  

Question 9

1. 
   

   When Susan started work at Henderson Textile Co., she was amazed at its employees who would take 30-minute restroom breaks, leave for the day at 2 p.m., and generally belittle the company's management. Such employees' actions most likely developed over time as a result of a faulty ____.

   Answer
   

   		general environment
   		benchmark
   		response to an opportunity
   		organizational culture<
   		formalization strategy

1 points  

Question 10

1. 
   

   More premature babies than ever before are surviving due to improvements in medical knowledge and care. This improved survival rate can be attributed to the ____ component of hospitals.

   Answer
   

   		technological<
   		socio-cultural
   		economic
   		political/legal
   		demographic

1 points  

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quiz chpt 15

Question 1

1. 
   

   The ____ states that we all have a basic need to understand and explain the causes of other people's behavior.

   Answer
   

   		attribution theory
   		behavioral reflection theory
   		theory of causality
   		principle of consideration
   		theory of empathetic reinforcement

1 points  

Question 2

1. 
   

   JetBlue
        JetBlue Airways has had tremendous success by offering direct flights, low fares, wider leather seats, satellite TV in every seat and great customer service. Modeled after Southwest Airlines, JetBlue has the lowest costs in the industry at 6.4 cents per passenger mile. But as its new planes age, its costs will rise, as will the wages it pays its pilots, flight attendants, and mechanics. With only two successful new airlines in the last 25 years, the challenge for JetBlue will be to continue its success as it ambitiously grows from 73 planes and 6,500 employees to 290 planes and 25,000 employees over the next five years. Key to meeting those goals is solid communication.
        As companies like JetBlue grow, managers must be good one-on-one communicators but must also learn how to communicate effectively with a larger number of people throughout an organization. This is why JetBlue’s senior managers speak with every new class of employees as they come through JetBlue’s structured orientation process. On the first day of orientation, they teach the new hires about JetBlue’s brand and show them how JetBlue earns its money and the role each employee plays in the process.
        Another part of JetBlue’s strategy to communicate and reinforce its organizational culture is a program called Principles of Leadership (POL). POL is a five-day training program completely taught by JetBlue’s managers from all levels of the company from the very top to the very bottom. As they teach, JetBlue’s managers share real world stories that illustrate ways in which company managers and employees have practiced or violated the five principles of JetBlue’s culture. In general, these stories demonstrate when it is proper and improper to break company rules to serve customers. For example, a JetBlue pilot once bought several dozen McDonald’s Happy Meals for the kids on his plane. While this was a violation of company spending guidelines, buying those Happy Meals adhered to JetBlue’s cultural principle of “Doing the right thing,” because the plane was stuck on the ground without food, and the kids on board were hungry.
        But effective leaders don’t just communicate to others; they also make themselves accessible so that they can hear what others, particularly customers and employees, are feeling and thinking about their organization. At JetBlue, the senior managers uses frequent informal meetings and surprise visits to listen to customers and employees. On an almost daily basis, senior management can be found on a JetBlue flight talking to customers. Senior management will typically use the plane’s public address system to introduce themselves and say that they want to hear any feedback, good or bad, that passengers have about the airline. Passengers frequently offer advice on where JetBlue should offer new routes and service, but they also complain about the food, meaning the lack of it (just cookies, snacks, and biscotti). Most importantly, the culture of senior management is to listen, write down thoughts and customer comments and turn this information into the organizational to-do’s once the flight is over.
   
   Refer to JetBlue. JetBlue’s orientation for new employees would be an example of ____ communication.

   Answer
   

   		upward
   		informal
   		horizontal
   		dyadic
   		downward

1 points  

Question 3

1. 
   

   According to attribution theory, we use two general reasons or attributions to explain people's behavior. They are ____.

   Answer
   

   		formalized and non-formalized attributions
   		self-serving and defensive attributions
   		objective and subjective attributions
   		internal and external attributions
   		centralized and decentralized attributions

1 points  

Question 4

1. 
   

   Perceptual filters may occur as the result of ____.

   Answer
   

   		stimulus-based differences
   		physiology-based differences
   		situation-contextual differences
   		personality-based differences
   		all of these

1 points  

Question 5

1. 
   

   ____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said.

   Answer
   

   		Hearing
   		Dyadic communication
   		Active listening
   		Empathetic listening
   		Synergistic communication

1 points  

Question 6

1. 
   

   The pirated radio stations sometimes use communications equipment instead of commercial broadcast equipment to pass along advice, information, and support not communicated by the “establishment”. This would be an example of a(n) ____ communication channel.

   Answer
   

   		downward
   		upward
   		horizontal
   		formal
   		informal

1 points  

Question 7

1. 
   

   Organizational silence occurs when ____.

   Answer
   

   		an organization is about to engage in a leveraged buyout
   		an organization refuses to answer customer complaints
   		employees are advised to not discuss company issues with the news media
   		organizations shut down efforts to conduct grapevine communications
   		employees believe that telling managers about problems will not make a difference

1 points  

Question 8

1. 
   

   In the perceptual process, ____ is the process of attaching meaning to new knowledge.

   Answer
   

   		attention
   		organization
   		interpretation
   		definition
   		retention

1 points  

Question 9

1. 
   

   Which of the following statements about hearing and listening are true?

   Answer
   

   		Hearing and listening are synonyms.
   		Hearing is the act of perceiving sounds, while listening is the act of making a conscious effort to hear.
   		Hearing and listening both require paralanguage during communication transmission.
   		By definition, listening is passive, and hearing is active.
   		Listening is an involuntary behavior, and hearing is a voluntary behavior.

1 points  

Question 10

1. 
   

   In the ____ type of grapevine communication network, one highly connected individual shares information with many other managers and workers.

   Answer
   

   		star chain
   		gossip chain
   		cluster chain
   		leader chain
   		linear

1 points  

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Question 1

1 out of 1 points

	The ____ states that we all have a basic need to understand and explain the causes of other people's behavior. Answer
	Selected Answer:    attribution theory

Question 2

0 out of 1 points

	JetBlue      JetBlue Airways has had tremendous success by offering direct flights, low fares, wider leather seats, satellite TV in every seat and great customer service. Modeled after Southwest Airlines, JetBlue has the lowest costs in the industry at 6.4 cents per passenger mile. But as its new planes age, its costs will rise, as will the wages it pays its pilots, flight attendants, and mechanics. With only two successful new airlines in the last 25 years, the challenge for JetBlue will be to continue its success as it ambitiously grows from 73 planes and 6,500 employees to 290 planes and 25,000 employees over the next five years. Key to meeting those goals is solid communication.      As companies like JetBlue grow, managers must be good one-on-one communicators but must also learn how to communicate effectively with a larger number of people throughout an organization. This is why JetBlue’s senior managers speak with every new class of employees as they come through JetBlue’s structured orientation process. On the first day of orientation, they teach the new hires about JetBlue’s brand and show them how JetBlue earns its money and the role each employee plays in the process.      Another part of JetBlue’s strategy to communicate and reinforce its organizational culture is a program called Principles of Leadership (POL). POL is a five-day training program completely taught by JetBlue’s managers from all levels of the company from the very top to the very bottom. As they teach, JetBlue’s managers share real world stories that illustrate ways in which company managers and employees have practiced or violated the five principles of JetBlue’s culture. In general, these stories demonstrate when it is proper and improper to break company rules to serve customers. For example, a JetBlue pilot once bought several dozen McDonald’s Happy Meals for the kids on his plane. While this was a violation of company spending guidelines, buying those Happy Meals adhered to JetBlue’s cultural principle of “Doing the right thing,” because the plane was stuck on the ground without food, and the kids on board were hungry.      But effective leaders don’t just communicate to others; they also make themselves accessible so that they can hear what others, particularly customers and employees, are feeling and thinking about their organization. At JetBlue, the senior managers uses frequent informal meetings and surprise visits to listen to customers and employees. On an almost daily basis, senior management can be found on a JetBlue flight talking to customers. Senior management will typically use the plane’s public address system to introduce themselves and say that they want to hear any feedback, good or bad, that passengers have about the airline. Passengers frequently offer advice on where JetBlue should offer new routes and service, but they also complain about the food, meaning the lack of it (just cookies, snacks, and biscotti). Most importantly, the culture of senior management is to listen, write down thoughts and customer comments and turn this information into the organizational to-do’s once the flight is over. Refer to JetBlue. JetBlue’s orientation for new employees would be an example of ____ communication. Answer
	Selected Answer:    upward

Question 3

1 out of 1 points

	According to attribution theory, we use two general reasons or attributions to explain people's behavior. They are ____. Answer
	Selected Answer:    internal and external attributions

Question 4

0 out of 1 points

	Perceptual filters may occur as the result of ____. Answer
	Selected Answer:    stimulus-based differences

Question 5

1 out of 1 points

	____ is a technique of assuming half the responsibility for successful communication by actively giving the speaker nonjudgmental feedback that shows you've accurately heard what he or she said. Answer
	Selected Answer:    Active listening

Question 6

1 out of 1 points

	The pirated radio stations sometimes use communications equipment instead of commercial broadcast equipment to pass along advice, information, and support not communicated by the “establishment”. This would be an example of a(n) ____ communication channel. Answer
	Selected Answer:    informal

Question 7

1 out of 1 points

	Organizational silence occurs when ____. Answer
	Selected Answer:    employees believe that telling managers about problems will not make a difference

Question 8

1 out of 1 points

	In the perceptual process, ____ is the process of attaching meaning to new knowledge. Answer
	Selected Answer:    interpretation

Question 9

1 out of 1 points

	Which of the following statements about hearing and listening are true? Answer
	Selected Answer:    Hearing is the act of perceiving sounds, while listening is the act of making a conscious effort to hear.

Question 10

1 out of 1 points

	In the ____ type of grapevine communication network, one highly connected individual shares information with many other managers and workers. Answer
	Selected Answer:    gossip chain