124. At Jack’s Automotive Repair, the mechanics rarely interacted directly with customers. Work orders were processed
by the customer service department and passed on to the mechanics. After experiencing excessive customer
complaints about the poor quality of work, Jack realized he was not motivating his mechanics to do quality work. To
rectify the situation, Jack designated all of his employees as customer service representatives. The mechanics’ roles
were expanded to include direct customer contact. This motivational technique is called
a. job enlargement.
b. job redesign.
c. behavior modification.
d. employee empowerment.
e. management by objectives (MBO).
125. For job enrichment to benefit the company, what must happen first?
a. There must be an obvious need for it due to inefficiencies in the firm.
b. Employers must have exhausted all other possibilities in an effort to improve the efficiency of the firm.
c. Employers must train their associates on new job tasks before assigning them these new tasks.
d. Employers must have employees who fear failure and have low self-confidence.
e. Employees must show interest in taking on other tasks.
126. A key technique for increasing employee motivation is
a. scientific management.
b. Theory X.
c. behavior modification.
d. EEM.
e. modification of expectations.
127. The systematic use of reinforcement to encourage desirable organizational behavior is called
a. behavior modification.
b. replacement theory.
c. equity theory.
d. expectancy theory.
e. reinforcement theory.
128. Behavior modification as applied to business management is mainly based on
a. reinforcement theory.
b. equity theory.
c. Theory X.
d. employee participation.
e. having an all-salaried workforce.
129. At an architectural firm, all employees except administrative staff are allowed to work whatever hours they choose
from Monday through Saturday between 7 a.m. and 10 p.m., as long as they put in forty hours per week. This plan
is called
a. flextime.
b. job-sharing.
c. part-time.
d. flex-schedule.
e. self-scheduled work.
130. First Tennessee Bank introduced a new program that allowed employees to determine their own work schedules.
This type of program is called as
a. job modification.
b. job redesign.
c. job sharing.
d. flextime.
e. telecommuting.
131. Amy Crane is allowed to create her own work hours on a limited basis. She must be at work from 9 a.m. to 11
a.m. and 1 p.m. to 3 p.m. every day, which represents time, and she can choose which hours she will work
between 8 a.m. and 6 p.m. around the required hours, which represents
hours per day.
a. shared; open
b. mandatory; free
c. flexible; core
d. core; free
e. core; flexible
time. The total required time is eight
132. The difference between part-time work and job sharing is that
a. a firm saves money by hiring part-timers to do full–time work by classifying them as part-time, but if they
classify two part-timers as job sharing, they must pay them more than they would a part-time employee.
b. jobs that are classified as part-time are jobs that can be done in a shorter amount of time than that of a full-
time job, whereas job sharing creates one full-time position out of two part-time employees.
c. part–timers work individually they simply come to work, do their jobs, and leave whereas people in job-
sharing positions work more on teams.
d. part-time work requires people who have more skills than does job sharing, where one person can have
certain skills, and the person he job shares with has skills he does not.
e. people in job-sharing positions still receive benefits because they are essentially filling a full-time position,
while part-timers do not receive benefits.
133. Tom works from 8 a.m. to 12 noon, and Jerry works from 1 p.m. to 5 p.m. Both are working on the same tasks.
This is an example of
a. job sharing.
b. flextime.
c. part-time work.
d. telecommuting.
e. self-managed work.
134. Following the birth of his first child, Bill Simpson, a software designer for Microsoft, wished to spend more time
with his family. He asked his employer if he could perform a portion of his work at home and come into the office
only Tuesday through Thursday. Microsoft allowed it. By allowing Bill to work at home on Mondays and Fridays,
Microsoft practices as a motivational technique.
a. employee empowerment
b. flextime
c. job sharing
d. part-time work
e. telecommuting
135. Debbie is a financial analyst for a health care company in Phoenix. Her husband is transferred to Atlanta, but
Debbie’s employer allows Debbie to keep her job and work from her new home in Atlanta. Debbie has to travel
back to Phoenix for one week every other month to meet in person with company officials. This arrangement is
called
a. flextime.
b. part-time.
c. self-managed work.
d. telecommuting.
e. long-distance empowerment.
136. The motivational technique that is made possible through the use of personal computers, modems, fax machines,
voice mail, cellular phones, and overnight delivery service is referred to as
a. job enrichment.
b. telecommuting.
c. job redesign.
d. employee empowerment.
e. flextime.
137. means giving employees greater involvement in their jobs and the organization’s operations by increasing their
participation in decision making.
a. Behavior modification
b. Flextime
c. Job sharing
d. Empowerment
e. Job enlargement
138. For employee empowerment to work effectively, management must be involved and must perform all of the
following functions except
a. communicate standards.
b. institute periodic evaluations.
c. guarantee follow–up.
d. retain top-down management controls.
e. set expectations.
139. Employee ownership is a situation in which
a. employees take much pride in their work and make decisions as though they owned the company.
b. employees actually buy a franchise, own it, and operate it on funds borrowed from the company. c.
employees own shares of stock in the company.
d. only employees own the stock of the company for which they work.
e. employees receive money to purchase stock in the company.
140. Which of the following stages is not a part of the team development process?
a. Forming
b. Performing
c. Norming
d. Adjourning
e. Remanding
141. Which of the following is not a type of team?
a. Problem-solving team
b. Job-share team
c. Self-managed team
d. Cross-functional team
e. Virtual team
142. Two or more workers functioning together to achieve a common goal or purpose is called a
a. unit.
b. force.
c. team.
d. business unit.
e. task force.
143. What happens to a problem-solving team after the assigned problem has been tackled?
a. Team members receive a promotion.
b. Team members are fired.
c. The team is disbanded.
d. The team is given another problem.
e. The team is given a party.
144. The first stage of team development is
a. beginning.
b. starting.
c. forming.
d. creation.
e. inauguration.
145. The second stage of team development, in which teams begin to develop concrete goals, is called
a. storming.
b. forming.
c. norming.
d. organizing.
e. grouping.
146. The stage of team development in which a team reaches its full potential is called
a. forming.
b. storming.
c. norming.
d. performing.
e. adjourning.
147. The team member that places the team’s goals first is fulfilling what role?
a. Leadership
b. Team advocate
c. Task specialist
d. Expert
e. Virtuoso
148. The team member concerned with the emotional needs of others is fulfilling what role?
a. Caregiver
b. Psychologist
c. Mother hen
d. Leadership
e. Socioemotional
149. The personal force causing someone to behave in a particular way is called morale.
a. True
b. False
150. The high level of morale at Southwest Airlines does not have a significant impact on productivity, absenteeism, and
employee turnover.
a. True
b. False
151. Motivation, morale, and satisfaction of employees’ needs are interrelated.
a. True
b. False
152. Scientific management is the application of scientific principles to the management of work and workers.
a. True
b. False
153. The piece-rate system is based on the assumption that simply paying an employee more money will increase that
person‘s motivation.
a. True
b. False
154. Frederick W. Taylor made his most significant contribution to management practice by his involvement with the
Hawthorne studies.
a. True
b. False
155. The human relations movement in management was born out of experiences cited in the Hawthorne studies.
a. True
b. False
156. Maslow’s theory explains how to motivate people with money.
a. True
b. False