90) The ________ response includes actively and constructively attempting to improve
conditions, including suggesting improvements, discussing problems with superiors, and
undertaking some forms of union activity.
A) exit
B) voice
C) loyalty
D) neglect
E) acceptance
91) Henry Hutchins is discontent with his job but believes that his supervisor is a good man who
will do whatever is necessary to reduce his dissatisfaction with the job. He has decided to just
wait and give his supervisor some time until conditions improve. Henry’s response to this
problem is termed as ________.
A) exit
B) voice
C) loyalty
D) neglect
E) ratification
92) Susan Daniels works for an event management company and is discontent with her job
because she was passed over for a promotion. She has now composed a list of concerns and plans
to discuss the issue with her supervisor. Daniels’ response to the problem is referred to as
________.
A) exit
B) voice
C) loyalty
D) neglect
E) acceptance
93) Maria Womack works for a bank in Michigan and is dissatisfied with the way her manager
treats her. She is planning to quit her job and find a new position with another competitor bank.
Her action represents the ________ response.
A) exit
B) voice
C) loyalty
D) neglect
E) acceptance
94) Steve Werner is unhappy with his job and takes every possible vacation and sick day to
avoid going to work. In addition, whenever he goes to work, he shows up late and skips
important meetings. Werner is expressing his dissatisfaction through the ________ response.
A) exit
B) voice
C) loyalty
D) acceptance
E) neglect
95) Joe Dailey is unhappy with his job because he has not received the promotion due to him
several years ago. However, in spite of this, he speaks up to support his company’s actions even
when the local newspaper is criticizing them. Which of the following types of response
represents his behavior?
A) exit
B) voice
C) loyalty
D) neglect
E) acceptance
96) Sarah Mayer works as a marketing executive and has been unhappy with her job profile for
several months now. Over the months, she has regularly discussed with her manager how her
skills lie in administrative tasks instead of in marketing. In addition, she discusses how she can
make a smooth transition into the administrative role. Which type of response is Mayer using in
this situation?
A) exit
B) voice
C) loyalty
D) neglect
E) performance
97) Attending union meetings as a way of coping with job dissatisfaction is an example of a(n)
________ response.
A) exit
B) voice
C) loyalty
D) neglect
E) ratification
98) To get his company through some hard economic times, Ben’s working hours have just been
reduced from 40 hours a week to 33. Ben is upset about the reduction in time and pay, but he
shows up at work every morning and is willing to patiently wait until economic times improve
and he can go back to working full time. Which of the following types of response is being
displayed by Ben?
A) voice
B) neglect
C) loyalty
D) exit
E) acceptance
99) Which of the following is a type of response to dissatisfaction that is constructive and
passive?
A) loyalty
B) neglect
C) voice
D) reflect
E) exit
100) The performance variables productivity, absenteeism, and turnover are generally considered
a part of the ________ behaviors in the exit-voice-loyalty-neglect framework.
A) voice and neglect
B) neglect and loyalty
C) voice and exit
D) loyalty and voice
E) exit and neglect
101) The exit-voice-loyalty-neglect framework expands employee response to include voice and
loyalty-constructive behaviors that allow individuals to ________.
A) revolt against the management
B) reject unionization and focus on team-building activities
C) identify psychologically with their jobs
D) tolerate unpleasant situations or revive satisfactory working conditions
E) decrease emotional contagion
102) Job dissatisfaction is more likely to translate into ________ when employees feel or
perceive they have many available alternatives and when employees have high human capital.
A) high productivity
B) employee engagement
C) increased customer satisfaction
D) turnover
E) organizational citizenship behavior
103) Under which of the following conditions is job dissatisfaction most likely to result in
turnover?
A) Employees have negative core self-evaluation.
B) Employees have high education and ability.
C) Employment opportunities are scarce.
D) Employees experience emotional contagion.
E) Employees have supportive relationships with their co-workers.
104) Job dissatisfaction and antagonistic relationships with co-workers predict a variety of
behaviors organizations find undesirable, including unionization attempts, substance abuse,
undue socializing, and tardiness. These behaviors are indicators of a broader syndrome called
________.
A) employee withdrawal
B) organizational commitment
C) job involvement
D) cognitive dissonance
E) positivity offset
105) Rashid is dissatisfied at work. He feels he is paid too little and asked to do too much. To
compensate for his perceived unjust pay, he regularly takes work supplies, such as computer ink
cartridges, staplers, and reams of paper, home for personal use. Rashid’s behavior is an example
of ________.
A) employee OCB
B) customer satisfaction
C) high productivity
D) turnover rate
E) deviant behavior
106) Jason has been spending a great deal of work time talking to his co-workers about how
dissatisfied he is with the job. He also has spent quite a bit of time gossiping. In the last week,
Jason has arrived at work intoxicated twice. His behavior can be classified as ________
behavior.
A) citizenship
B) deviant
C) organizational commitment
D) positive affect
E) satisficing
107) Synergy Inc. is a medium-sized logistics company. The management is facing tough times
as the workers are dissatisfied and are engaging in a number of deviant workplace behaviors
such as stealing and substance abuse during working hours. The management is considering
various options to curb these counterproductive behaviors. What would be a better way to deal
with such forms of workplace deviance?
A) The management should let employees realize their wrongdoing on their own.
B) The management should attack the source of the problem, i.e., the dissatisfaction.
C) The management must introduce surveillance to ensure smooth flow of work.
D) The management must suspend employees who engage in deviant workplace behaviors.
E) The management must restrict the activities that adversely affect productivity.
108) Why should managers be interested in their employees’ attitudes?
A) They result from behavior.
B) They lead to self-concordance.
C) They give warnings of potential problems.
D) They result in emotional contagion.
E) They result in cognitive dissonance.
109) The most important thing a manager can do to raise employee satisfaction is to focus on
________.
A) employee pay
B) benefits
C) work hours
D) intrinsic parts of the job
E) employee productivity
110) A satisfied workforce does not guarantee successful organizational performance. In order to
improve organizational effectiveness, managers ________.
A) must use 360-degrees appraisal procedures
B) must provide classroom training
C) must make jobs easier and targets achievable
D) must offer periodic salary increments
E) must try to improve employee attitudes
111) “Voice” is an active and constructive response to dissatisfaction.
112) Actively and constructively attempting to improve conditions is part of the loyalty response
to dissatisfaction.
113) “Neglect” is an active and constructive response to dissatisfaction.
114) To effectively control the undesirable consequences of job dissatisfaction, employers
should try to control the different responses to dissatisfaction.
115) Creating a satisfied workforce guarantees successful organizational performance.
116) Sally has just been passed over for a promotion and is still earning less than $40,000 a year.
She is experiencing a very low level of job satisfaction. Describe two active responses that Sally
might undertake due to her dissatisfaction. Design a plan that Sally’s immediate supervisor can
use to diffuse the situation and keep her on board with the company.
117) Karen is upset with her supervisor because she was denied her requested vacation days. She
is experiencing a very low level of job satisfaction but cannot afford to quit her job. Describe
three negative, passive responses that Karen might take due to her dissatisfaction. Imagine that
her manager actively catches her in a manifestation of workplace deviance. Predict the outcome
of Karen’s behavior.
118) Compare and contrast the four ways that employees can express job dissatisfaction.
119) Discuss whether employee satisfaction is related to positive customer outcomes.
120) Is there a relationship between job satisfaction and turnover? Explain.