Archives: Quiz

A firm that offers ‘service guarantees” is attempting to accomplish which of the following guidelines for developing service communications? a. tangibilize the intangible b. develop a word-of-mouth communication’s network c. reduce consumer fears about variation in performance d. feature the […]

Which of the following tests of reward effectiveness reflects the notion that rewards should be large enough for employees to take notice? a. availability b. flexibility c. timeliness d. durability e. contingent According to the text, which of the following […]

When developing services capes, firm’s recognize that their physical environment will affect employees and customers. This is due primarily to: a. inseparability b. intangibility c. heterogeneity d. perishability e. none of the above The leisure and hospitality industry comprises a […]

Of the four unique service characteristics that distinguish goods from services, the one that is the primary source of the other three characteristics is: a. intangibility b. inseparability c. homogeneity d. perishability e. heterogeneity Using a nonsystematic approach and the […]

Credit card companies have found that customer retention leads to: a. profits from increased purchases and higher balances b. profits from reduced operating costs c. profits from referrals d. profit from price premiums e. all the above Which of the […]

Most people tend to associate this term with being “green” and protecting the environment. a. sustainability b. tangibility c. intangibility d. social responsibility e. none of the above __________ focuses the firm’s marketing efforts toward the existing customer base. a. […]

The objective of decoupling is: a. separating consumption in time and space b. unbundling services so that the may be purchased separately c. separating the technical core of the operation from the high customer contact areas of the firm so […]

If the goal of the pricing strategy is to reduce the amount of perceived risk associated with the purchase and appeal to target markets that value certainty, then the appropriate pricing strategy would be: a. relationship pricing b. price bundling […]

The recognition of the decision requirement step in the managerial decision making process requires managers to: a. develop alternative solutions. b. integrate information in novel ways. c. use the classical model of decision making. d. focus on generating ideas. e. […]

If Vaughn uses the classical model of decision making, which of these assumptions would he reject? Scenario – Vaughn Bately Vaughn Bately manages a group of eight electrical engineers at Defiance Designs. His team is highly trained and well respected […]

Sexual harassment in the workplace is a violation of Title VII of the 1964 Civil Rights Act a. True b. False From a systems theory perspective: Scenario – Britney Marr The opportunity to gain a foothold in the snack cracker […]

According to Douglas McGregor, the classical perspective on management is consistent with which of the following? a. Theory X manager b. Theory Y manager c. Theory Z manager d. Theory A manager e. None of these In utilizing the matching […]

Uncertainty means that a decision has clear-cut goals, and that good information is available, but the future outcomes associated with each alternative are subject to chance. a. True b. False Theory Y proposes that organizations can take advantage of the […]

A domain name gives a company an address on the Web and a unique identity. a. True b. False The great majority of managers operate at the: a. preconventional level. b. principled level. c. conventional level. d. postconventional level. e. […]

Which of the following is not a concern to managers under the justice approach? a. Compensatory justice b. Distributive justice c. Procedural justice d. Obstructive justice e. All of these Which of these is true about the policy a bank […]

In using MBO, objectives should be set by the: a. supervisor. b. employee. c. supervisor and the employee jointly. d. accounting department. e. top management. The decision to recruit, hire, train and promote both men and women equally is based […]

A cultural attitude marked by the tendency to regard one’s own culture as superior to others is called: a. ethnocentrism. b. polycentrism. c. geocentrism d. technocentrism. e. none of these. Which of the following is NOT a part of adapting […]

Prohibition of discrimination of qualified individuals by employers on the basis of disability and the requirement that “reasonable accommodations” be provided are enforced by the Americans with Disabilities Act of 1990. a. True b. False Which of the following refers […]

All of the following are types of corporate cultures except: a. adaptability culture. b. clan culture. c. consistency culture. d. involvement culture. e. achievement culture. Cultural values in organizations are rarely observed, but are rather deeply embedded to the extent […]

Phlex Plastic has a very strong set of corporate values. In fact, Phlex has been known to discourage the emergence of alternative values. Phlex is most likely: a. a diverse organization. b. an organization that encourages pluralism. c. a monoculture. […]

Matthew is Mandy’s supervisor. He promises to fire her if she does not engage in sexual activity with him. This type of sexual harassment would be categorized as: a. coercion with threat of punishment. b. solicitation with promise of reward. […]

Ashley has average technical skills but her real strengths lay in visualizing the benefits of other’s ideas and in finding financial and political support for these ideas. Ashley is an excellent example of a(n) _____. a. critic. b. sponsor. c. […]

Of all management duties, one of the things managers like the least is: a. financial planning. b. controlling activities. c. planning for future decisions. d. handling paperwork. e. networking. All managers are involved in human resource management. a. True b. […]

Which of these employee behaviors matches with the conventional level of personal moral development? a. Task accomplishment b. Empowered employees c. Work group collaboration d. Full participation e. Act in own interest Sam is known by his colleagues as a […]

Pizza Deluxe University is an in-house center and education facility that offers broad-based learning opportunities for employees. Pizza Deluxe University would be considered a(n) _____. a. assessment center b. on-the-job training center c. orientation center d. corporate university e. learning […]

“We respect our employees and value their diversity” is an example of a statement you are most likely to find in the organization’s _____. a. mission b. strategic goals c. tactical goals d. strategic plans e. tactical plans Carla’s subordinates […]

Which of these styles, according to Jung, avoids specifics, decentralizes decision-making and develops few rules and regulations? a. Intuitive-feeling b. Sensation-thinking c. Intuitive-thinking d. Sensation-feeling e. None of these. Juan is a top manager at I.F.L., a matrix organization. He […]

Techniques used to monitor external environments include: a. hiring scanning organizations. b. hiring the competitive intelligence professionals. c. government reports. d. professional journals. e. all of these. Which of the following would be the best way for One-Hit-Wonder to decrease […]

“The Brain” is a permanent secret group within one of the nation’s largest auto manufacturers. Members of this elite group focus intently on developing new and innovative automobile technologies. “The Brain” can best be described as what type of group […]

Carly’s Clothes, Inc. manufactures children’s clothes. Which of the following departments for Carly’s Clothes can be considered a line department? a. Finance department b. Human Resources department c. Research and development department d. Manufacturing department e. Marketing department An organization’s […]

When a team is in moderate competition with other teams, its cohesiveness decreases as it strives to win. a. True b. False The degree to which an organization achieves a stated goal refers to: a. effectiveness. b. synergy. c. conceptual […]

The drawbacks of proprietorship include unlimited liability and difficulty in obtaining financing. a. True b. False The _____ step in the decision making process involves using managerial, administrative, and persuasive abilities to translate the chosen alternative into action. a. recognition […]

Which of the following is a(n) is the individual who must make an ethical choice in an organization? a. The symbolic leader b. An obstructive manager c. The defensive individual d. The moral agent e. An authoritarian manager A recent […]

Two specific tools that can smooth the change process include organizational development and programs for training and development. a. True b. False The management science perspective emerged after World War II to treat problems associated with: a. modern global warfare. […]

Charismatic leaders are often _____ than transactional leaders. a. less emotional b. more predictable c. less predictable d. more directive e. none of these Which of the following refers to a unit of two or more people who interact and […]

What type of interview allows the applicant a great deal of freedom in determining the course of the conversation, bringing to light information that could otherwise remain concealed? a. Nondirective interview b. Structured interview c. Panel interview d. Biographical interview […]

An avoiding style to handle conflict involves a low degree of assertiveness and a low degree of cooperation. a. True b. False People generally experience _____ when their work matches their needs and interests, when working conditions and rewards (such […]

The trend in recent years has been toward narrower spans of control as a way to facilitate delegation. a. True b. False Self-management is NOT a component of emotional intelligence. a. True b. False Answer: False For a non-programmed decision, […]

Operational plans and goals are those that focus on the outcomes that major divisions and departments must achieve in order for the organization to reach its overall goals. a. True b. False ____ provide more challenging assignments, prescribe new responsibilities, […]

The storming stage of team development is marked by conflict and disagreement. a. True b. False Research shows that managers enjoy all of the following except: a. networking. b. innovation. c. leading others. d. managing time. e. all of these. […]

FLY Industries is a global conglomerate company headquartered in the United States that does business in over fifty countries. The company seeks to balance global efficiencies and local responsiveness by hiring locally as well as from home. It can best […]

Which of the following combines a series of tasks into one new, broader job? a. Job simplification b. Job enlargement c. Job rotation d. Job characteristics e. Job lay-off Which of the following is the process of forming alliances among […]

_____ refers to a clearly defined line of authority in the organization that includes all employees. a. Scalar principle b. Unity of command c. Work specialization d. Division of labor e. Span of management Organizing the selected data into patterns […]

_____ uses formal bargaining to win acceptance and approval of a desired change. a. Education b. Participation c. Coercion d. Negotiation e. Top management support The economic dimension of the general environment includes consumer purchasing power. a. True b. False […]

_____ refers to a team communication structure in which team members freely communicate with one another and arrive at decisions. a. Decentralized network b. Centralized network c. Linear network d. Circular network e. Gossip structure Which of these is the […]

Zachary, a manager at ExecuComp, receives quarterly reports, which track his department’s production statistics. However, these reports lack key information regarding reject rates. Which of the following components of the control model need improvement? a. Measuring actual performance b. The […]

Of the following, which may whistle-blowers suffer? a. Job loss b. Ostracism by coworkers c. Transfer to lower-level position d. Hostile work environment e. All of the above Most top executives routinely work at least 12 hours a day and […]

Listening is _____ of effective communication. a. 10 percent b. 25 percent c. 40 percent d. 50 percent e. 75 percent The goals should be easy, for employees to feel motivated, so that they can achieve them easily which in […]

If she should decide to take the job, she will be most successful in a foreign assignment if she has: Scenario – Sharon Cannon Sharon Cannon was an MBA student in Detroit, Michigan, with a managerial position at the Ford […]

Caleb is a manager at Computer-Care Company. He is expected to consider the effort of each decision alternative on all parties and select the one that optimizes the satisfaction for the greatest number of people. This is an example of […]