Chapter 09 - Test Bank PDF

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Business Essentials, Canadian Edition, 9e (Ebert) Chapter 9 Motivating, Satisfying, and Leading Employees9 Multiple Choice Questions Organizational citizenship refers to A) employee behaviour that contributes to the organization's bottom line. B) behaviour of employees who make a positive overall co...

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Business Essentials, Canadian Edition, 9e (Ebert) Chapter 9 Motivating, Satisfying, and Leading Employees 9.1 Multiple Choice Questions 1) Organizational citizenship refers to A) employee behaviour that contributes to the organization's bottom line. B) behaviour of employees who make a positive overall contribution to the organization. C) those behaviours that are always easily defined and measured. D) those behaviours that detract from organizational performance. E) an employee who refuses to work overtime. Answer: B Diff: 2 Type: MC Page Ref: 184 Skill: Knowledge Objective: 9.1 2) Counterproductive behaviours include all of the following except A) absenteeism. B) turnover. C) theft. D) emotionality. E) sexual harassment. Answer: D Diff: 1 Type: MC Page Ref: 184 Skill: Comprehension Objective: 9.1 3) What is the meaning of the term "turnover" when dealing with people in the organization? A) Turnover measures the departure of employees from the organization. B) Turnover measures the rate at which the finished goods inventory is sold during the year. C) Turnover refers to the mental attitude employees have about their job. D) Turnover is based on the number of grievances submitted by employees. E) Turnover measures the profitability of the firm per employee. Answer: A Diff: 1 Type: MC Page Ref: 184 Skill: Comprehension Objective: 9.1

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4) Agreeableness, emotionality, and extroversion are all part of A) EQ. B) emotional intelligence. C) personality. D) attitude. E) organizational commitment. Answer: C Diff: 1 Type: MC Page Ref: 185 Skill: Knowledge Objective: 9.2 5) Self-awareness, empathy, and social skills are all part of A) attitudes. B) emotional intelligence. C) personality. D) self-esteem. E) organizational citizenship. Answer: B Diff: 1 Type: MC Page Ref: 185 Skill: Knowledge Objective: 9.2 6) Individuals with an internal locus of control believe that they A) can control others as a result of their own internal strength of character. B) can control what happens to them. C) cannot control what happens to them. D) have a higher IQ than their co-workers. Answer: B Diff: 1 Type: MC Page Ref: 186 Skill: Comprehension Objective: 9.2 7) John believes that power and status differences are important issues in social systems such as organizations. John is most likely talking about A) authoritarianism. B) self-efficacy. C) Machiavellianism. D) locus of control. E) self-esteem. Answer: A Diff: 1 Type: MC Page Ref: 186 Skill: Comprehension Objective: 9.2

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8) Machiavellianism refers to behaviour which is designed to A) gain power and control. B) make other people feel more appreciated. C) improve the job satisfaction of subordinates. D) increase the job satisfaction of subordinates. E) increase employee recognition of the importance of power and status. Answer: A Diff: 1 Type: MC Page Ref: 186 Skill: Comprehension Objective: 9.2 9) Mary is having difficulty understanding the difference between self-esteem and self-efficacy. You tell her that A) self-esteem is the most important of the two concepts for understanding how to motivate people. B) self-efficacy is most relevant for managers, while self-esteem is most relevant for subordinates. C) self-efficacy refers to how worthwhile an individual feels, while self-esteem refers to the extent to which people believe that their behaviour really affects what happens to them. D) self-efficacy refers to people's beliefs about their ability to perform a task, while self-esteem refers to the extent to which people believe that they are worthwhile individuals. E) self-efficacy influences productivity, while self-esteem influences job satisfaction. Answer: D Diff: 1 Type: MC Page Ref: 186 Skill: Comprehension Objective: 9.2 10) The three components of attitudes are A) job satisfaction, job performance, and organizational citizenship. B) cognition, affect, and intention. C) organizational citizenship, turnover, and job satisfaction. D) self-esteem, self-efficacy, and self-loathing. E) self-esteem, self-efficacy, and job satisfaction. Answer: B Diff: 1 Type: MC Page Ref: 186 Skill: Knowledge Objective: 9.2

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11) Which of the following statements is correct with respect to the components of attitudes? A) Cognition is the most important element because without thinking, there is no action. B) Cognitive dissonance occurs when two employees have disagreement. C) Intentions are always translated into actual behaviour. D) Research has shown that the most important influence on attitudes is cognition. E) The term "affect" refers to how a person feels about something. Answer: E Diff: 1 Type: MC Page Ref: 186 Skill: Comprehension Objective: 9.2 12) Which statement is accurate regarding job satisfaction? A) High levels of job satisfaction almost always lead to higher productivity. B) High levels of job satisfaction do not necessarily lead to higher productivity. C) Job satisfaction is sometimes called job commitment. D) Job satisfaction is not an attitude. E) It is not possible to say anything about the relationship between job satisfaction and productivity. Answer: A Diff: 2 Type: MC Page Ref: 186 Skill: Comprehension Objective: 9.2 13) What is the meaning of the term "job satisfaction"? A) An action on the part of management which makes the employees believe they are receiving special attention B) Satisfaction with the quality of leadership that employees are receiving C) The overall attitude people have toward their workplace D) The extent to which people have positive attitudes toward their jobs E) None of these Answer: D Diff: 1 Type: MC Page Ref: 186 Skill: Comprehension Objective: 9.2 14) ________ refers to the extent to which people have positive attitudes toward their jobs, while ________ refers to the overall attitude people have toward their workplace. A) Organizational commitment; morale B) Morale; organizational commitment C) Motivation; human relations D) Job satisfaction; morale E) Morale; job satisfaction Answer: D Diff: 1 Type: MC Page Ref: 186 Skill: Knowledge Objective: 9.2 4 Copyright © 2020 Pearson Canada Inc.

15) What is a contributing factor to the higher costs experienced by firms with a low level of employee job satisfaction? A) Higher salary levels B) Greater willingness to work overtime C) Lower absenteeism D) Increased loyalty to the organization E) Higher turnover rates Answer: E Diff: 2 Type: MC Page Ref: 186 Skill: Comprehension Objective: 9.2 16) A(n) ________ contract is the set of expectations held by employees concerning what they will contribute to an organization and what the organization will provide in return. A) psychological B) employee C) inducements/contribution D) leadership E) attitudinal Answer: A Diff: 2 Type: MC Page Ref: 187 Skill: Knowledge Objective: 9.3 17) A good person-job fit is a situation in which A) the employee's contributions and the company's inducements balance. B) the employee's contributions slightly exceed the company's inducements. C) the company's inducements slightly exceed the employee's contributions. D) the person hired for the job is qualified for it. E) the person has the right psychological makeup for the job. Answer: A Diff: 2 Type: MC Page Ref: 188 Skill: Comprehension Objective: 9.3 18) Christine is a programmer for a software company. In terms of a psychological contract, her ________ include her education, skills, effort, time, and energy, while her ________ include a good place to work, nice benefits, and a large salary. A) promises; commitments B) commitments; satisfaction C) contributions; inducements D) inducements; contributions E) satisfaction; commitments Answer: C Diff: 2 Type: MC Page Ref: 188 Skill: Comprehension Objective: 9.3 5 Copyright © 2020 Pearson Canada Inc.

19) Penn Enterprises has just downsized, eliminating the middle-management positions into which many entry-level managers had hoped to be promoted. How might this affect the company? A) Employees will likely see fewer inducements. B) The psychological contract will likely be easier to manage now. C) The person-job fit is likely to be more on target now. D) Penn will likely see more contributions from employees. E) There will be little change. Answer: A Diff: 2 Type: MC Page Ref: 188 Skill: Comprehension Objective: 9.3 20) Patricia and Gita were discussing the meaning of the term "psychological contract." Patricia would be correct if her meaning encompassed A) the level of anxiety each employee displays when working. B) the contract signed when taking a stress leave. C) the set of expectations held by an employee concerning what he or she will contribute to an organization and what the organization will provide for the employee in return. D) the satisfaction of each employee with regard to their paycheque. E) the emotional role each employee plays in relation to other employees. Answer: C Diff: 2 Type: MC Page Ref: 188 Skill: Comprehension Objective: 9.3 21) Motivation is A) a characteristic in employees over which management has no control. B) the set of forces that causes people to behave in certain ways. C) a characteristic only of middle and upper management. D) an inner characteristic that employees either have or don't have. E) something that allows management to step aside and let the workers take control. Answer: B Diff: 2 Type: MC Page Ref: 188 Skill: Knowledge Objective: 9.4

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22) The classical theory of motivation says that A) workers are motivated when attention is paid to them by supervisors. B) workers are motivated almost solely by money. C) workers are motivated almost solely by status. D) there are many different factors that contribute to motivation. E) some factors prevent dissatisfaction and some factors contribute to satisfaction. Answer: B Diff: 2 Type: MC Page Ref: 188 Skill: Knowledge Objective: 9.4 23) Which of the following best describes scientific management? A) A theory of motivation holding that job satisfaction depends on two factors, hygiene and motivation B) A theory of motivation holding that people are motivated to work toward rewards that they want and that they have a reasonable chance of obtaining C) A theory of motivation holding that people evaluate their treatment by the organization relative to the treatment of others D) A theory of motivation holding that managers should analyze jobs to find the most efficient methods and use money as a primary motivator E) A theory of motivation holding that people will work more productively as long as they receive some kind of attention from management Answer: D Diff: 2 Type: MC Page Ref: 188 Skill: Knowledge Objective: 9.4 24) Among the flaws of scientific management is that it A) does not recognize the importance of money as a motivator. B) does time-and-motion studies. C) was a success with manual labour jobs. D) doesn't see that there are factors other than money that contribute to job satisfaction. E) relies too much on input from employees. Answer: D Diff: 1 Type: MC Page Ref: 188 Skill: Comprehension Objective: 9.4

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25) The concept of finding the "one best way" to do a job was a key feature of A) scientific management. B) Herzberg's two-factor theory. C) Maslow's study of human needs. D) the Hawthorne studies. E) expectancy theory. Answer: A Diff: 1 Type: MC Page Ref: 188 Skill: Knowledge Objective: 9.4 26) Which of the following is correct regarding scientific management? A) Job analysis permitted the breakdown of the jobs into easily repeated tasks, which increased the production rate. B) Improved lighting increased the production rate. C) Individual workers received lower wages even though their production increased. D) Firms permitted their employees to determine how the job would be performed. E) All of these are correct. Answer: A Diff: 2 Type: MC Page Ref: 188 Skill: Comprehension Objective: 9.4 27) What conclusions did business managers draw from scientific management? A) Because salary is a hygiene factor, wages do not motivate workers to produce more. B) The informal group was relatively unimportant. C) Goal setting increased worker output. D) Business firms had to provide for food, water, and shelter for their workers in order to increase output. E) Paying workers a higher wage and redesigning the job into simple tasks would dramatically increase output. Answer: E Diff: 2 Type: MC Page Ref: 188 Skill: Comprehension Objective: 9.4 28) What is the "Hawthorne effect"? A) The observed effect that pay is an important motivator for workers. B) An increase in employee output caused by almost any management action which makes workers believe that they are receiving special attention. C) Increased lighting levels caused increased productivity. D) It refers to the human need for self-fulfillment. E) The discovery that the informal group at work can counteract management objectives. Answer: B Diff: 2 Type: MC Page Ref: 189 Skill: Comprehension Objective: 9.4 8 Copyright © 2020 Pearson Canada Inc.

29) A manager makes several changes in his employees' working environment to see if morale increases. Assuming the Hawthorne Effect is operating, which of the following is most likely to result? A) Employees will be annoyed with the changes. B) Some of the changes will work better than others. C) There will be no effect because the cause of the employees' morale problems has not been identified. D) No environmental changes can be made in the employees' work environment due to the nature of their work. E) Employee productivity will increase irrespective of which changes are made. Answer: E Diff: 3 Type: MC Page Ref: 189 Skill: Application Objective: 9.4 30) If managers were to implement lessons learned from the Hawthorne Studies, they would A) eliminate informal groups as they are relatively unimportant. B) pay workers a higher wage as it would cause them to increase their production. C) have managers who used the Theory X principles. D) pay more attention to employees. E) change the specific pay scheme from hourly to piece-rate. Answer: D Diff: 2 Type: MC Page Ref: 189 Skill: Application Objective: 9.4 31) Steve is trying to increase the productivity of his workers. He decides to offer an incentive of 25 cents for each unit over the average number produced in the last 3 weeks. Steve is following the ________ theory of motivation. A) equity B) two-factor C) Theory X D) classical E) hierarchy of needs Answer: D Diff: 2 Type: MC Page Ref: 188 Skill: Comprehension Objective: 9.4

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32) Time and motion studies A) are the basis of Maslow's Hierarchy of Needs Model. B) are designed to determine how best to perform a job most efficiently. C) helped managers understand the odd results of the Hawthorne studies. D) are crucial for improving the abilities of human resources. E) are mainly used to assess higher-level jobs. Answer: B Diff: 1 Type: MC Page Ref: 188 Skill: Comprehension Objective: 9.4 33) What was the result of the Hawthorne studies that puzzled the researchers? A) The redesigned jobs made the work easier and faster for the employees. B) Worker productivity increased when pay was increased. C) Productivity went up when the amount of lighting was increased. D) The differential percent pay system was ineffective in increasing productivity. E) Increased lighting levels improved productivity, but so did lowering lighting levels. Answer: E Diff: 3 Type: MC Page Ref: 188 Skill: Comprehension Objective: 9.4 34) David thinks his workers are naturally lazy and uncooperative and must therefore be either punished or rewarded to be made productive. David subscribes to the theory of motivation called A) the hierarchy of needs. B) Theory Y. C) Theory X. D) two-factor theory. E) expectancy theory. Answer: C Diff: 1 Type: MC Page Ref: 190 Skill: Comprehension Objective: 9.4 35) Kathy believes that her workers are naturally energetic, growth-oriented, self-motivated, and interested in being productive. Her beliefs closely parallel the ________ theory of motivation. A) Theory Y B) Theory X C) two-factor theory D) expectancy theory E) hierarchy of needs Answer: A Diff: 1 Type: MC Page Ref: 190 Skill: Comprehension Objective: 9.4

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36) "Smith! Jones! You good-for-nothing, lazy, freeloaders!" This statement exemplifies a boss with a(n) ________ approach to motivation. A) expectancy theory B) equity theory C) Theory Y D) hierarchy of needs E) Theory X Answer: E Diff: 1 Type: MC Page Ref: 190 Skill: Comprehension Objective: 9.4 37) The Theory Y approach works best for people who A) are motivated by basic needs. B) are naturally energetic and growth oriented. C) are uncooperative and irresponsible. D) have a high concern for salary. E) want to earn a lot of money. Answer: B Diff: 2 Type: MC Page Ref: 190 Skill: Comprehension Objective: 9.4 38) Maslow's hierarchy of needs shows which of the following five needs in order starting from the lowest needs? A) Psychological, esteem, security, self-actualization, and social needs B) Social, physiological, esteem, security, and self-actualization needs C) Physiological, esteem, security, social, and self-actualization needs D) Physiological, security, social, esteem, and self-actualization needs E) Psychological, security, social, esteem, and self-actualization needs Answer: D Diff: 2 Type: MC Page Ref: 190 Skill: Knowledge Objective: 9.4 39) Which of Maslow's hierarchy of needs is being addressed by the employer that offers a pension to workers? A) Security B) Social C) Physiological D) Retirement E) Self actualization Answer: A Diff: 1 Type: MC Page Ref: 190 Skill: Comprehension Objective: 9.4 11 Copyright © 2020 Pearson Canada Inc.

40) In the hierarchy of needs model, all of the following would have to be satisfied before the individual would seek status and a job title except A) a decent pension plan. B) friends at work. C) a decent salary. D) a challenging job. E) a secure place to live. Answer: D Diff: 2 Type: MC Page Ref: 190 Skill: Comprehension Objective: 9.4 41) The fundamental presumption in Maslow's hierarchy of needs is A) security needs are more important than physiological needs. B) self-actualization needs can never really be satisfied. C) social needs are less important than esteem needs. D) a satisfied need is not a motivator. E) social needs are more important than all other needs. Answer: D Diff: 2 Type: MC Page Ref: 190 Skill: Comprehension Objective: 9.4 42) The people who work for Frank are very dissatisfied. Assuming that Maslow's hierarchy is correct, which of the following actions is the likely best first step to motivate his subordinates? A) Improve their pay and job security B) Restructure their jobs so they are more interesting C) Create more opportunity for subordinates to learn new things D) Institute an "employee of the month" program E) Delegate more responsibility to employees Answer: A Diff: 3 Type: MC Page Ref: 190 Skill: Application Objective: 9.4 43) Harriet thinks that Maslow's hierarchy of needs model is very relevant for her workers. She also knows that their physiological needs are being met. What type of needs should Harriet focus on next? A) Good friends at work B) A respected job title C) A sense of belonging to the company D) Job security E) Challenging job assignments Answer: D Diff: 2 Type: MC Page Ref: 190 Skill: Application Objective: 9.4 12 Copyright © 2020 Pearson Canada Inc.

44) How can a business firm help an employee meet self-actualization needs? A) Provide a challenging job B) Provide a wage high enough to buy food and provide for shelter C) Provide a respected job title and a large office D) Offer a social network at the business E) Offer a pension plan Answer: A Diff: 1 Type: MC Page Ref: 190 Skill: Application Objective: 9.4 45) Which of the following is true about the hierarchy of needs theory? A) Once a need has been satisfied, it becomes a motivator. B) People's individual needs do not vary much. C) Lower-level needs must be met before higher-level needs emerge. D) Higher-level needs must be met before lower-level needs emerge. E) The more a need is s...