61. ____ is the process of changing behavior by changing the consequences that follow behavior.
a.
Consequential modification
b.
Behavioral substantiation
c.
Valence manipulation
d.
Expectancy feedback
e.
Reinforcement
62. ____ are the cause-and-effect relationships between the performance of specific behavior and specific
consequences.
a.
Reinforcement temporality effects
b.
Reinforcement contingencies
c.
Reinforcement schedules
d.
Consequences of reinforcement
e.
Reinforcement expectancies
63. The primary ways for creating reinforcement contingencies in organizations are:
a.
extrinsic rewards and the schedules of reinforcement
b.
extrinsic and intrinsic rewards
c.
perceptions of equity and reward desirability
d.
situational motivators
e.
higher-order needs and organizational structure
64. The two parts of reinforcement are:
a.
reinforcement temporality and reinforcement administration
b.
positive reinforcement and negative reinforcement
c.
continuous reinforcement and intermittent reinforcement
d.
reinforcement contingencies and schedules of reinforcement
e.
interval reinforcement and ratio reinforcement
65. Users of GM Master Cards earn money toward the purchase of a new General Motors car or truck
every time they use this credit card to make purchases. The rebate increases the more times the credit
card is used. GM is using:
a.
under-reward
b.
punishment
c.
extinction
d.
positive reinforcement
e.
negative reinforcement
66. 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. Imagine tourists visiting Cairo
and being motivated to never visit there again due to the fact that every old building they saw seemed
more likely to cave in than the last one they had seen. In terms of motivational theory, ____ would
have occurred.
a.
instrumentality
b.
punishment
c.
goal acceptance
d.
contingency feedback
e.
valence modification
67. About 25 percent of the electrical power produced for the residents of Cameroon is stolen by
employees of the utility company. The first thing the new CEO of the company did was to gather
employees together and make a short statement: “If you guys have been stealing or taking bribes, stop
it now,” he told them. “If I catch you, you’re finished.” What method of reinforcement did he use to
reduce employee theft?
a.
negative reinforcement
b.
punishment
c.
extinction
d.
under-reward
e.
positive reinforcement
68. Which of the following is NOT a type of reinforcement contingency?
a.
negative reinforcement
b.
punishment
c.
extinction
d.
over-reward
e.
positive reinforcement
69. Driving in heavy traffic makes Hal very anxious and sometimes angry. He leaves home earlier than
usual one morning and doesn’t run into heavy traffic. He leaves home earlier again the next morning,
and again he avoids heavy traffic. His behavior of leaving home earlier is strengthened by the
consequence of the avoidance of heavy traffic. What kind of reinforcement has occurred in this
example?
a.
negative reinforcement
b.
extinction
c.
punishment
d.
intermittent reinforcement
e.
over-reward
70. ____ strengthen behavior (i.e., increase its frequency).
a.
Positive and negative reinforcement
b.
Negative reinforcement and extinction
c.
Positive reinforcement and extinction
d.
Negative reinforcement, positive reinforcement, and punishment
e.
Negative reinforcement, positive reinforcement, extinction, and punishment
71. Which of the following is also called avoidance learning?
a.
positive reinforcement
b.
negative reinforcement
c.
punishment
d.
extinction
e.
intermittent reinforcement
72. ____ is a reinforcement strategy in which a positive consequence is no longer allowed to follow a
previously reinforced behavior, thus weakening the behavior over time.
a.
Positive reinforcement
b.
Negative reinforcement
c.
Punishment
d.
Reinforcement reversal
e.
Extinction
73. Excessive speed is a major cause of road crashes in Australia. The Australian government is thinking
of using cameras to catch speeders, but it only has access to a limited number of cameras, and there are
many areas where speeding is a problem. Government officials plan to put cameras at various
locations for four weeks and give everyone who gets caught speeding during that period a substantial
fine. According to reinforcement theory, Australian officials are using ____ to control speeding.
a.
avoidance learning
b.
expectancy modification
c.
negative reinforcement
d.
positive reinforcement
e.
punishment
74. Workplace injuries cost U.S. businesses $1 billion every week. Safety needs to become a practice, not
just a theory. The goal of developing safety consciousness within the workforce requires continuous
reinforcement at every organizational level. This means:
a.
no consequences should be delivered until reinforcement can be handed out to everyone
b.
a consequence must be delivered following every instance of behavior
c.
consequences should be delivered following a variable reinforcement schedule
d.
consequences should be delivered following an average number of behaviors
e.
none of these is true
75. A(n) ____ is the set of rules regarding reinforcement contingencies, such as which behaviors will be
reinforced, which consequences will follow those behaviors, and the schedule by which those
consequences will be delivered.
a.
contingency of reinforcement
b.
instrumentality of reinforcement
c.
schedule of reinforcement
d.
expectancy of reinforcement
e.
PERT (Positive Examples through Reinforced Timing) plan
76. France has 14 million smokers. More importantly, smokers in France are closely associated with the
French culture. To reduce the number of smokers in the nation, the French government has increased
the costs of cigarettes to a price twenty times greater than that charged in any other nation in the
European Union. In terms of reinforcement theory, the French government is trying to use ____ to get
people to quit smoking by making cigarettes less affordable and by reducing the discretionary income
(or possibly the disposable income) of people who continue smoking.
a.
avoidance learning
b.
expectancy modification
c.
negative reinforcement
d.
positive reinforcement
e.
punishment
77. A manufacturer of modular housing gives each employee a monthly $300 bonus if he or she is neither
absent nor late to work for the entire month. There are no excused absences. The loss of a bonus by a
parent with a hospitalized child is an example of the use of:
a.
negative reinforcement
b.
extinction
c.
punishment
d.
intermittent reinforcement
e.
under-reward
78. France has 14 million smokers. More importantly, smokers in France are closely associated with the
French culture. To reduce the number of smokers in the nation, the French government has increased
the costs of cigarettes to a price twenty times greater than that charged in any other nation in the
European Union. In terms of reinforcement theory, what kind of a reinforcement schedule is being
used?
a.
variable ratio
b.
fixed punishment
c.
continuous
d.
intermittent
e.
variable interval
79. About 25 percent of the electrical power produced for the residents of Cameroon is stolen by
employees of the utility company. The first thing the new CEO of the company did was to gather
employees together and made a short statement: “If you guys have been stealing, taking bribes, stop it
now,” he told them. “If I catch you, you’re finished.” What reinforcement delivery schedules will be
most effective for the CEO to use?
a.
variable ratio
b.
fixed ratio
c.
continuous
d.
intermittent
e.
variable interval
80. The number of people who play high-stakes poker is increasing as a result of a number of cable
television shows featuring professional poker players vying for $100,000 pots. In terms of
reinforcement theory, what kind of a reinforcement schedule motivates the behavior of these card
players?
a.
variable ratio
b.
fixed ratio
c.
continuous
d.
intermittent
e.
variable interval
81. Road crashes cost Australia $15 billion a year and excessive speed is a major cause of severe traffic
crashes. The Australian government is thinking of using cameras to catch speeders, but it only has
access to a limited number of cameras, and there are many areas where speeding is a problem.
Government officials plan to put cameras at various locations for four weeks and give everyone who
gets caught speeding during that period a substantial fine. Then the cameras will be moved. Plans are
to put the cameras back to their original location every fourth month. What kind of reinforcement
schedule will be used?
a.
variable ratio
b.
fixed ratio
c.
fixed interval
d.
intermittent
e.
variable interval
82. Which of the following is a category of reinforcement schedules?
a.
instrumental
b.
contiguous
c.
variable interval
d.
adjacent
e.
synergistic
83. In a(n) ____ reinforcement schedule, a consequence follows every instance of a behavior.
a.
continuous
b.
intermittent
c.
variable interval
d.
fixed ratio
e.
variable ratio
84. In a(n) ____ reinforcement schedule, consequences follow a behavior only after a fixed time has
elapsed.
a.
fixed interval
b.
variable interval
c.
fixed ratio
d.
variable ratio
e.
intermittent interval
85. In a(n) ____ reinforcement schedule, consequences are delivered following a specific number of
behaviors.
a.
fixed interval
b.
continuous interval
c.
fixed ratio
d.
intermittent interval
e.
variable ratio
86. In a(n) ____ reinforcement schedule, consequences follow a behavior after different times, some
shorter and some longer, that vary around a specified average time.
a.
fixed interval
b.
variable interval
c.
fixed ratio
d.
variable ratio
e.
continuous ratio
87. When it comes to reinforcing behavior in organizational settings, a(n) ____ reinforcement schedule
tends to produce weaker results than the other types of reinforcement schedules.
a.
continuous
b.
fixed ratio
c.
fixed or variable interval
d.
variable ratio
e.
intermittent
88. A manager who wants to use reinforcement theory to motivate workers should first:
a.
evaluate critical behavior
b.
identify critical performance-related behavior
c.
analyze motivational cues
d.
measure the value of existing extrinsic and intrinsic rewards
e.
intervene using a change agent
89. Logan Stein is the manager of an ad agency. Recently her employees have shown an unwillingness to
work as a team. Stein has decided to use reinforcement to encourage more team cohesiveness. What
advice can you give her on how to motivate with reinforcement theory?
a.
Avoid intermittent reinforcement scheduling.
b.
Administer punishment on an intermittent schedule.
c.
Choose a complicated reinforcement schedule so the employees will be surprised when
rewarded.
d.
Don’t reinforce the wrong behaviors.
e.
Reinforcement theory will always produce the desired results.
90. For punishment to work (i.e., to weaken the frequency of undesirable behaviors without creating a
backlash), the punishment must be strong enough to stop the undesired behavior, and must be
administered:
a.
subjectively
b.
physiologically
c.
consistently, contingently, and quickly
d.
through need deprivation
e.
at variable intervals
91. In terms of simplicity and effectiveness, which of the following reinforcement schedules may be the
best choice for managers?
a.
continuous
b.
fixed ratio
c.
variable ratio
d.
fixed interval
e.
intermittent interval
92. According to the What Really Works, “Financial, Nonfinancial, and Social Rewards,” which of the
following led to the highest levels of performance among employees in manufacturing organizations?
a.
financial rewards and group norms
b.
nonfinancial rewards and empathetic customers
c.
social rewards and friendly work environment
d.
peer pressure and group cohesiveness
e.
a combination of financial, nonfinancial, and social rewards
93. A ____ is a target, objective, or result.
a.
vision
b.
motivational drive
c.
need
d.
goal
e.
mission
94. ____ says that people will be motivated to the extent to which they accept specific, challenging goals
and receive feedback that indicates their progress toward goal achievement.
a.
Equity theory
b.
Goal-setting theory
c.
Reward theory
d.
Expectancy theory
e.
The theory of instrumentality
95. 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 2008.
a.
mission
b.
motivational drive
c.
goal
d.
vision
e.
expectancy rate
96. ____ is the extent to which people consciously understand and agree to goals.
a.
Goal specificity
b.
Goal difficulty
c.
Goal acceptance
d.
Goal congruity
e.
Goal clarity
97. According to Don Vlcek, a former Domino’s Pizza vice president, “To achieve results, you’ve got to
properly define the goal—and that’s not always easy. Vague goals are worthless. For instance, ‘Work
harder!’ isn’t a goal that motivates anybody. But ‘increase productivity by 12 percent within three
weeks’ – that is a clear, useful goal.” Vlcek is discussing:
a.
performance feedback
b.
goal congruity
c.
goal specificity
d.
goal difficulty
e.
goal acceptance
98. According to management expert Bill Roche, results from goal setting can virtually be guaranteed, but
only if “you have first won the hearts and minds of your workers. When they are on board with the
goal—they agree that it is important and can be done—you really will get dramatic improvement.”
Roche is describing:
a.
goal recognition
b.
goal congruity
c.
goal specificity
d.
goal difficulty
e.
goal acceptance
99. American Apparel, well-known for manufacturing all of its clothes in the United States, is recognized
as a company that practices green marketing. It recycles about 5 million pounds of fabric scraps
annually and uses solar panels to provide power. Its employees are encouraged to protect the
environment and are given free bicycles and helmets if they will cycle to work. Since most of its
employees now bicycle to work, employee _____ can be perceived as high.
a.
instrumentality
b.
reinforcement
c.
goal acceptance
d.
contingency feedback
e.
valence modification
100. B&Q is a British version of Home Depot. The retailer entered the Chinese market in 1999. It has
invested almost half a billion dollars in China through the building and stocking of 14 new stores.
When entering the Chinese market, B&Q set as its goal to break even by 2003. In terms of goal-setting
theory, ____ has occurred because all shareholders, investors, and employees are aware of the need to
reach this goal.
a.
goal continuity
b.
goal acceptance
c.
goal difficulty
d.
a goal challenge
e.
goal recognition
101. The goal of the Apollo moon flight was to put a man on the moon. According to Charles Garfield, who
worked at NASA on the Apollo mission, the flight was off-course 90 percent of the time between here
and the moon. But Apollo used ____ that allowed it to make rapid course corrections.
a.
performance feedback
b.
goal congruity
c.
goal specificity
d.
goal difficulty
e.
goal acceptance
102. B&Q is a British version of Home Depot. The retailer entered the Chinese market in 1999. It has
invested almost half a billion dollars in China through the building and stocking of 14 new stores.
When entering the Chinese market, B&Q set as its goal to break even by 2003. In terms of goal-setting
theory, reports that two stores had made a profit in 2002 would be an example of:
a.
performance feedback
b.
goal adjustment
c.
goal consequence
d.
performance benchmark
e.
goal milestone
103. Which of the following is NOT a basic component of goal-setting theory?
a.
performance feedback
b.
goal congruity
c.
goal specificity
d.
goal difficulty
e.
goal acceptance
104. ____ is the extent to which goals are detailed, exact, and unambiguous.
a.
Goal specificity
b.
Goal difficulty
c.
Goal acceptance
d.
Goal clarity
e.
Goal congruity
105. Goal acceptance is most similar to the idea of:
a.
goal congruity
b.
goal commitment
c.
goal valence
d.
goal expectancy
e.
groupthink
106. For the goal-setting theory to work, goals must:
a.
focus employees’ attention on critical aspects of their jobs
b.
energize behavior
c.
create a tension between the current state and the desired state
d.
be truly accepted by workers
e.
do all of these
107. Which of the following statements about goal-setting theory is true?
a.
Feedback should not be specific.
b.
Goals should be specific, measurable, attainable, and generalized.
c.
Workers do not have to truly accept organizational goals for goal-setting theory to be
motivational.
d.
Goals can energize behavior.
e.
None of the above statements about goal-setting theory is true.
108. Feedback can lead to stronger motivation and effort if it
a.
supports a country club style of management, which offers more freedom of action
b.
encourages employees to set higher, more difficult goals after the initial goals are
accomplished
c.
allows managers to offer criticism without seeming to do so
d.
creates a direct relationship between goal congruity and higher-level needs
e.
does all of these
109. Managers who use goal-setting theory to motivate employees should:
a.
look for and correct obvious performance inequities
b.
reduce employees’ inputs
c.
make sure workers truly accept organizational goals
d.
avoid the use of empowerment
e.
do all of these
110. For workers to truly accept organizational goals, the workers must:
a.
respond to an autocratic management style
b.
trust management
c.
not require any more training in order to achieve the goal
d.
operate outside the organizational communication channel
e.
do none of these
111. In many urban areas, the hospital industry is very competitive. But some hospitals are trying to
distance themselves from their competition. One such hospital is Cooper University Hospital in
Camden, New Jersey. To attract aging baby boomers, its new addition has well-lit private rooms and a
staff trained in customer service by the Ritz-Carlton Hotels. According to goal-setting theory, what
could hospital administrators use to encourage its employees to practice what they learned from
studying Ritz-Carlton?
a.
Administrators need to make sure that employees truly accept the goal of improved
customer service.
b.
Administrators should give employees generic goals that allow them to use empowerment
when the situation arises.
c.
Administrators need to provide weekly congratulatory remarks in a hospital newsletter
even if they have no specific information on what employees are doing.
d.
Administrators should make the value of the employees’ inputs equal to their outcomes.
e.
Administrators should initially make the goals easy–to-attain in order to ensure goal
compliance.
Pay TV
One industry with a reputation for less-than-stellar customer service is that of the nation’s pay-TV
providers. Much of the terrible customer service is blamed on outsourcing. To cut costs, most pay-TV
providers have farmed out customer service functions to vast call centers that hire low-paid, poorly
trained employees who lack any incentive to care about faceless customers. There is one exception to
that rule—DirecTV, which has the best customer service record in the industry even though it, too,
uses outsourcing. The primary difference between DirecTV and other pay-TV providers is money. The
customer service reps get free satellite TV at their homes after three months on the job. The call reps
are invited to special events and given the opportunity to mingle with NFL stars and television
celebrities. In addition, the reps were given the power to handle customer’s complaints themselves,
rather than simply acting as listeners.
112. Refer to Pay TV. In terms of the management function of leading, ____ is the source of poor customer
service by most pay-TV providers.
a.
strategic planning
b.
tactical implementation
c.
motivation
d.
communications
e.
autonomy
113. Refer to Pay TV. The providing of free satellite television to call reps after three months of
employment is an example of a(n):
a.
extrinsic reward
b.
absolute reinforcement
c.
valence motivator
d.
intrinsic reward
e.
over-reward
114. Refer to Pay TV. According to ____, employees at most call centers would likely believe they are
being treated unfairly.
a.
expectancy theory
b.
trait theory
c.
goal-setting theory
d.
reinforcement theory
e.
equity theory
115. Refer to Pay TV. Apparently, rewards such as empowerment and free satellite television have a ____
for people who are the customer service reps for DirecTV.
a.
low instrumentality
b.
high valence
c.
high over-reward value
d.
low reinforcement value
e.
low valence
116. Refer to Pay TV. According to the reinforcement theory, DirectTV’s practice of giving free satellite
television after three months of work would be an example of:
a.
extinction
b.
high instrumentality
c.
reinforcement on a variable ratio schedule
d.
positive reinforcement
e.
equitable reinforcement
117. Refer to Pay TV. According to the goal-setting theory, DirecTV call reps:
a.
have a high level of goal acceptance
b.
can only be motivated to achieve extrinsic goals
c.
perceive their jobs to have low goal difficulty
d.
use intrinsic goals to modify their behaviors
e.
are unconcerned about performance feedback
Wegmans
Wegmans, a supermarket chained based in the northeast United States, has been in business since
1915. Its founder believes that if the company could survive the Great Depression, it can survive the
intense competition of today’s grocery industry, fueled, of course, by Wal-Mart. The grocery business
has average margins between 2 and 4 percent. Plus, because of low pay, long hours, and, frankly, a
mundane industry that doesn’t attract and keep top-notch talent, employee turnover averages 100
percent per year. In fact, turnover costs are so high and profit margins are so low (because of intense
competition) that over the last 13 years, 13,500 individual grocery stores, 17 percent in all, have closed
because they weren’t profitable. Wegmans plans to beat those odds by differentiating itself through
service. Providing great service requires a highly educated, motivated work force, and accomplishing
that won’t be easy.
The first step in Wegmans’ plan to recruit a highly motivated work force is to offer workers
excellent medical, dental, and life insurance, as well as long-term disability coverage. Everyone who
makes less than $55,000 a year receives complete medical insurance and a 401(k) retirement plan in
which every employee dollar is matched by 50 cents from Wegmans. In addition to benefits for
full-time workers, part-time workers such as cashiers and baggers, most of whom are high-school
students, can earn a scholarship bonus (for good grades) of $6,000 over their four years of high school.
In fact, Wegmans has given 17,500 full- and part-time employees $54 million for college scholarships
over the last 20 years. Wegmans also pays some of the highest salaries in the grocery industry, which,
combined with the company’s benefits package, keeps Wegmans’ turnover rate at an astronomically
low 6 percent!
Wegmans also invests in its employees through training. Employees must pass 30– to 55-hour
long training classes before they can work in the meat or fish departments. And some are sent to Italy
to learn about cheeses or to work in French patisseries (pasty shops). Produce employees might be sent
to California to learn from strawberry growers.
At Wegmans, the motto is “Employees first, customers second.” But because Wegmans’
employees are so satisfied with their work and because the company invests so heavily in them, they
are glad to deliver what Wegmans calls “telepathic levels of customer service.” In pursuit of
“telepathic” customer service, employees are allowed, even encouraged, to do anything they need to
do to satisfy customers – and that’s without getting approval from their managers. In fact, Wegman
chefs have gone to customers’ homes to fix incorrect food orders. When a customer purchased a
Thanksgiving turkey too large for her oven, a Wegmans’ employee cooked it for her in the large ovens
at the store. Bill Gamer, a part-time employee in a meat department, said, “They let me do whatever
comes into my head, which is kind of scary sometimes.” Jack DePeters, head of company operations
concurs, saying, “We’re a $3 billion company run by 16-year-old cashiers.”
118. Refer to Wegmans. Paying high salaries and offering a generous benefits package indicate that
Wegmans is using needs theory and satisfying ____ needs.
a.
lower-order
b.
psychological
c.
belonging
d.
growth
e.
power
119. Refer to Wegmans. Part-time workers at Wegmans such as cashiers and baggers, most of whom are
high-school students, can earn a scholarship bonus (for good grades) of $6,000 over their four years of
high school. These bonuses are examples of ____ rewards.
a.
extrinsic
b.
psychological
c.
assigned
d.
intangible
e.
intrinsic
120. Refer to Wegmans. Wegmans’ low turnover rate is evidence of the fact that employees perceive
greater value in working for Wegmans than for its competition. This is an example of:
a.
goal-setting theory
b.
integrated motivational theories
c.
expectancy theory
d.
reinforcement theory
e.
equity theory
121. Refer to Wegmans. Because the company invests so heavily in employee training and then empowers
employees to make decisions, Wegmans’ managers increase employee:
a.
goal setting
b.
valence
c.
expectancy
d.
instrumentality
e.
equity