44) The common characteristic of service jobs is that they require ________.
A) substantial interaction with an organization’s customers
B) low pay
C) a focus on productivity
D) little job knowledge
E) little technical competence
45) Which of the following is not considered a key quality of an employee in a customer-
responsive culture?
A) friendly and courteous
B) accessible
C) knowledgeable
D) good computer skills
E) willing to do what’s necessary to please the customer
46) Which of the following is not a service job?
A) fast-food counter worker
B) sales clerk
C) waiter
D) nurse
E) production line worker
47) What is the primary reason many large companies such as Sears and Boeing have
implemented cost-cutting programs and eliminated thousands of jobs?
A) to expand globally
B) to win the war for talent
C) to become lean and mean
D) to avoid going broke
E) to merge with another company
48) Which of the following factors makes it imperative that organizations be fast and flexible?
A) workforce diversity
B) corporate excess
C) truncated capacity
D) advances in corporate strategy
E) globalization
49) One of the key challenges for managers in today’s organizations is to ________.
A) emulate successful models
B) strive hard to conform to norms
C) emphasize individual performance
D) provide employees with ethical choices
E) stimulate tolerance for change
50) Given the climate of “temporariness” in modern organizations, employees must ________.
A) continually update their knowledge and skills
B) be prepared to stay in the same position for longer periods of time
C) have closer connections with their peers
D) foster friendship within the work environment
E) limit their mobility if they hope to compete
51) The use of temporary work groups and employee rotation has reduced the ________ of
working in a specific group, as well as the security attached to it.
A) predictability
B) spontaneity
C) autonomy
D) morale
E) satisfaction
52) Which of the following is the major challenge to managers in a fully networked
organization?
A) eliminating the need for paper communication by relying entirely on e-mail, file transfers, and
the like
B) retaining team members who can easily move to another employer when demand for their
services changes
C) managing contract and temporary workers
D) maintaining a “virtual office” through the use of computers, interoffice networks, and the
Internet
E) managing people who work together but are geographically separated
53) ________ allow(s) people to communicate and work together even though they may be
thousands of miles apart.
A) Flexible cubicles
B) Stratified work environments
C) Decentralized communication
D) Evidence-based management
E) Networked organizations
54) Which of the following has not contributed to blurring the lines between employees’ work
life and personal life?
A) the creation of global organizations
B) communication technology allowing employees to work any time and from any place
C) organizations asking employees to put in longer hours
D) creation of flexible teams
E) the increase in dual career households
55) Which of the following is one of the main reasons why married employees find it difficult to
make time to fulfill commitments to home, spouse, children, parents, and friends?
A) workaholism
B) temporary work culture
C) service focus
D) dual-career couples
E) flexible teams
56) The blurring of the line between work and non-work time has created ________.
A) personal conflicts
B) a more stable workforce
C) higher pay scales for more hours worked
D) dual career households
E) greater job satisfaction
57) Situations where an individual is required to define right and wrong conduct are termed
________.
A) diversity issues
B) human resource problems
C) ethical dilemmas
D) organizational complexities
E) social puzzles
58) Employees today are ________.
A) expressing increased confidence in management
B) expressing increased trust in management
C) increasingly certain about what constitutes appropriate ethical behavior
D) increasingly uncertain about what constitutes appropriate ethical behavior
E) less likely to engage in unethical practices
59) Which of the following is not an example of an ethical dilemma?
A) Do I allow some employees to work from home, and not others?
B) Do I offer a bribe to land a contract?
C) Do I write a check on a closed account?
D) Do I fire an employee to avoid paying her a big bonus?
E) Do I fire a whistle blower for exposing the company’s wrongdoing?
60) Managers and their organizations are responding to the problem of unethical behavior in all
of the following ways except ________.
A) by offering seminars, workshops, and other training programs to try to improve ethical
behaviors
B) by writing and distributing codes of ethics to guide employees through ethical dilemmas
C) by hiring people who can identify unethical employees and take action against them
D) by providing in-house advisors who can be contacted for assistance in dealing with ethical
issues
E) by creating protection mechanisms for employees who reveal internal unethical practices
61) An ethically healthy climate ________.
A) exists where employees confront a minimal degree of ambiguity regarding what constitutes
right and wrong behaviors
B) is non-existent in businesses
C) seldom allows employees to do their work productively
D) cannot be created by managers, but must be dictated by the organization’s mission
E) interferes with the actual performance of the organization
62) Although managers must be technically competent, technical knowledge is often not enough
for success.
63) Over the last three decades, business school curricula has focused more on the technical
aspects of management such as economics, accounting, finance, and quantitative techniques, and
less on subjects related to human behavior and people skills.
64) Organizational behavior is a field of study that helps in measuring, understanding, and
changing attitudes; identifying communication patterns; and building trust. It has made important
contributions to the study of group behavior, power, and conflict.
65) Behavior is generally unpredictable, and the systematic study of behavior is a means to
making reasonably accurate predictions.
66) The vast majority of management decisions are still made in a hurry, with little or no
systematic study of available evidence.
67) Intuition comes from “gut feelings” about the state of some phenomenon of interest.
68) Social psychology is an area within psychology, blending concepts from both psychology
and socialism.
69) Conflict and power have been major topics of concern for social psychologists.
70) What psychology is to the group, sociology is to the individual.
71) Anthropology has helped us understand differences in values and attitudes between people in
different countries.
72) OB researchers cannot offer reasonably accurate explanations of human behavior since
people act very differently in similar situations.
73) OB draws from several research-based theories about how people behave in organizations
and contains several straightforward cause-and-effect relationships.
74) In good economic conditions, understanding how to reward, satisfy, and retain employees is
at a premium, however, in bad times, issues like stress, decision making, and coping come to the
fore.