Student name:__________

TRUE/FALSE - Write 'T' if the statement is true and 'F'

if the statement is false.
1) A key feature of organizations is that their members
have a defined and agreed upon collective sense of purpose.

⊚ true ⊚ false

2) One key feature of organizations is that they are

collective entities.

⊚ true ⊚ false

3) The open systems view emphasizes that organizations

survive by adapting to changes in the external environment.

⊚ true ⊚ false

4) Stakeholders of an organization are shareholders,

customers, suppliers, governments, and any other groups that
affect or are affected by the company’s objectives and actions.

⊚ true ⊚ false

5) Organizational efficiency is considered the ultimate

dependent variable in the study of organizational behavior.

⊚ true ⊚ false

6) Systematic research
investigation produces

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evidence-based management, which involves making
decisions and taking actions based on this research evidence.

⊚ true ⊚ false

7) Most organizational events may be studied from all

three levels of analysis: individual, team, and organization.

⊚ true ⊚ false

8) Inclusive organizations value diversity as an important

resource.

⊚ true ⊚ false

9) Deep-level diversity can be seen in an individual’s

beliefs, values, and attitudes.

⊚ true ⊚ false

10) To improve work-life integration through “boundary communication after the

setting,” some companies prohibit work-related regular workday.

⊚ true ⊚ false

11) According to the MARS model of individual behavior

and performance, employee performance will remain high
even if one of the four factors is low in a given situation.

⊚ true ⊚ false

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12) Intensity refers to the fact that motivation is goal-
directed, not random.

⊚ true ⊚ false

13) How clearly employees understand their job duties is a

function of their abilities.

⊚ true ⊚ false

14) An employee creates unnecessary conflicts with his organizational citizenship

coworkers at his workplace. This is an example of behavior.

⊚ true ⊚ false

15) Presenteeism occurs when employees show up for

work when ill or occupied by personal problems.

⊚ true ⊚ false

MULTIPLE CHOICE - Choose the one alternative that

best completes the statement or answers the question.
16) Which of the following statements is true about
organizational behavior?

in highly organized
A) OB researchers systematically study various fashion.
topics at a single level rather than at multiple levels. E) It includes
B) It studies a company’s internal workings and is team, individual, and
not concerned with the external environment. organizational level
C) It does not include the study of collective entities. analyses.
D) It is less effective in studying people who interact

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17) Which of these statements is true about the field of
organizational behavior?

exclusively on ideas
A) It examines how individuals and teams in generated within the field
organizations relate to one another and to their counterparts in by organizational behavior
other organizations. scholars.
B) OB researchers systematically study various E) The origins of
topics at one level of analysis rather than at multiple levels. organizational behavior are
C) Information technology has almost no effect on traced mainly to the field
organizational behavior. of economics.
D) The field of organizational behavior relies

18) In the field of organizational behavior, organizations

are described as

centered motives and

A) entities, which are considered a legal grouping of objectives.
people and systems. E) groups of
B) for profit businesses with more than 50 people who work
employees. interdependently toward
C) social entities with a publicly stated set of formal some purpose.
goals.
D) groups of people with independent, profit-

19) Organizational behavior knowledge

behaviors of others in
A) originates mainly from models developed in organizational settings.
chemistry and other natural sciences. E) is important
B) accurately predicts how anyone will behave in only for the managers of
any situation. an organization.
C) is more appropriate for people who work in
computer science than in marketing.
D) helps us to understand, predict, and influence the

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20) Which of the following statements is true of
organizational behavior knowledge?

the behavior of their

A) It is relevant to everyone who works in managers.
organizations. E) It is less
B) It should never be used to influence the behavior significant when the level
of other people. of interpersonal interaction
C) It should be used by managers and senior is high.
executives alone.
D) It should not be used by subordinates to influence

21) What is the most important ingredient in the

transformations of inputs to outputs?

D) shareholder
A) financial resources dividends
B) raw materials E) equipment
C) human capital

22) In order for something to be called an organization,

D) it must have
A) it must have a building. government
B) it must have equipment. documentation.
C) it must consist of people who work E) it must make a
interdependently. product.

23) Organizational behavior emerged as a distinct field

D) around 500
A) in the early 1940s. BC.
B) in the 1770s. E) in the 1970s.
C) in the early 1900s.

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24) Which of the following statements regarding “collective sense of

A) An organization’s collective sense of purpose is

always written in its mission statement.
B) An organization’s collective sense of purpose is
set by the Board of Directors.
C) An organization’s collective sense of purpose is
not written as everyone in the organization knows and
understands it.
D) An organization’s collective sense of purpose
isn’t always well defined or agreed on.
E) An organization’s collective sense of purpose is
voted on by its shareholders.

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25) The ________ emphasized the study of employee
attitudes and informal group dynamics in the workplace.

information systems
A) organizational development school of business E) study of self
B) human relations school of management school of psychology
C) anchor of knowledge school of sociology
D) organizational effectiveness school of

26) What is considered the “ultimate dependent variable”

in the study of organizational behavior?

D) organizational
A) organizational efficiency lifespan
B) organizational effectiveness E) organizational
C) organizational profitability politics

27) Organizational behavior theories are used to

E) focus on
A) state personal beliefs about the work efficiency rather than
environment. effectiveness
B) adopt accurate models of workplace behavior.
C) increase anxiety in the workplace.
D) incite curiosity about the organization.

28) Organizational behavior knowledge is for

C) consumers
A) managers. D) everyone.
B) employees. E) stakeholders.

29) Investment experts

have found that leadership

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and employee attitudes ________ when predicting which
companies will have the highest and most consistent long-
term investment gains.

E) can have a
A) are important positive screens negative effect
B) have minimal relevance
C) are the only factors to consider
D) are too ambiguous and inconsistent

30) The observable demographic or physiological

differences in people, such as their race, ethnicity, gender,
age, and physical disabilities, constitute ________ diversity.

C) surface-level
A) deep-level D) organizational
B) internal E) reflective

31) At Clickz, an American photography magazine firm, refers to ________

more than half of the senior management positions are held by diversity.
women. African Americans represent 40 percent of the
company's workforce. The description of Clickz's diversity

C) personality
A) deep-level D) surface-level
B) psychological E) attitude

32) ________ diversity includes differences in the personalities, beliefs,

psychological characteristics of employees, including values, and attitudes.

C) Organizational
A) Reflective D) Surface-level
B) Deep-level E) External

33) Deep-level diversity includes

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 C) ethnicity.
A) physiological differences. D) gender.
B) attitudes. E) race.

34) Recent evidence suggests that ________ employment

relationships tend to produce higher work quality, innovation,
and agility.

C) offshore
A) indirect D) direct
B) contracted E) remote

35) Mick works for a company as a financial analyst from

home using information technology. He does not work in a
traditional physical workplace, rather he is utilizing

D) surface-level
A) deep-level diversity. diversity.
B) work-life integration E) frictional
C) remote work unemployment.

36) By creating a(n) ________, organizations value people

of all diversities and allows them to be themselves.

D) inclusive
A) exclusive workplace workplace
B) global presence E) landscape
C) work-life balance

37) Which aspect of deep-level diversity is more subtle

than the media and popular press suggest?

C) generational
A) ethnic
B) religious

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 D) gender
E) race

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38) A(n) ________ workplace is one that values people of contributing to the
all identities and allows them to be fully themselves while organization.

C) inclusive
A) diverse D) global
B) balanced E) exclusive

39) Which of the following statements is true about

workforce diversity?

communication.
A) Informationally diverse teams win awards. E)
B) Informationally diverse teams tend to make better Informationally diverse
decisions. teams have a stronger work
C) Informationally diverse teams have difficulty ethic.
solving problems.
D) Informationally diverse teams struggle with

40) Jillian uses her one-hour commute in the morning to refocus on family. Jillian is
prepare for the work day and her one-hour commute home to practicing

D)
A) problem-solving. communication style.
B) remote work. E) organizational
C) work-life integration. skills.

41) People who are self-motivated, organized, and can

work effectively with technology are better suited for

D) organizational
A) globalization. development.
B) telecommuting. E) flexible
C) organizational behavior. scheduling.

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42) Which of the following is true according to the
systematic research anchor?

consequences in different
A) OB topics typically relate to the individual, team, situations.
and organizational levels of analysis. E) OB should
B) OB should import knowledge from other study organizations by
disciplines, not just create its own knowledge. forming questions,
C) OB theory should recognize that the effects of collecting data, and testing
actions often vary with the situation. hypotheses against those
D) A particular action may have different data.

43) Which discipline has provided organizational behavior

with much of its theoretical foundation for team dynamics,
organizational power, and organizational socialization?

D) industrial
A) sociology engineering
B) psychology E) political
C) economics science

44) Which of these statements is consistent with the five

anchors of organizational behavior?

on other disciplines for

A) Organizational behavior theories must apply some of its theory
universally to every situation. development.
B) Organizations are like machines that operate E) Organizational
independently of their external environment. behavioral decision
C) Each OB topic relates to only one level of making does not require
analysis. evidence from research.
D) The field of organizational behavior should rely

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 organizational problems.
A) To obtain the best results, actions should be taken E) Organizations
without considering their consequences. should never be viewed as
B) A particular action may have different systems that process inputs
consequences in different situations. to provide outputs.
C) OB theories are based on simple, common-sense
ideas about what managers should do.
D) OB theories point out the one best way to resolve

46) The statement “theories should not be developed for organizational behavior
the sake of being interesting” reflects the ________ anchor of knowledge.

D) contingency
A) practical orientation E)
B) systematic research multidisciplinary
C) multiple levels of analysis

47) According to the multiple levels of analysis anchor,

D) organizational
A) organizational behavior is mainly the study of events can be studied from
how all levels of the organizational hierarchy interact with the only one level of analysis.
external environment. E) corporate
B) OB topics typically relate to the individual, team, executives need to
and organizational levels of analysis. understand business ethics
C) there are eight levels of analysis that scholars from various levels and
should recognize when conducting OB research. perspectives.

48) Organizational behavior relies on ________ to

represent the principles on which organizational behavior is
developed and refined.

C) technology
A) anchors D) employee
B) societal change relationships

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 E) investments

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49) Systematic research investigation is the basis for

D) contingency
A) globalization. reports.
B) evidence-based management. E) problem-
C) emerging employment relationships. solving strategies.

50) The best leadership style, the best conflict-handling

style, and the best organizational structure are all examples of

D) disciplines.
A) anchors. E) management
B) research topics. styles.
C) contingencies.

51) Welcoming theories and knowledge from other

disciplines is which anchor of organizational behavior?

D) multiple levels
A) systematic research of analysis
B) multidisciplinary E) effectiveness
C) contingency

52) The ________ anchor states that the effectiveness of rarely one best solution for
an OB practice usually depends on the situation; there is all circumstances.

D) multiple levels
A) practical orientation of analysis
B) contingency E) effectiveness
C) multidisciplinary

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 D)
A) stakeholder multidisciplinary
B) systematic research E) open systems
C) human capital

54) In the open systems view, what is the role of

subsystems?

E) The open
A) They provide inputs to the system. systems view does not
B) They are used to scan the external environment. include subsystems.
C) They transform incoming resources into outputs.
D) They are the output of the system.

55) The open systems view of organizational behavior

states that

achieve efficiency.
A) organizations affect and are affected by their E) organizations
external environments. should be open to internal
B) organizations can operate efficiently by ignoring competition to be able to
changes in the external environment. obtain a sustainable
C) people are the most important organizational competitive advantage.
input needed for effectiveness.
D) organizations should avoid internal conflicts to

56) Which view of organizational sees organization as

complex organisms that “live” within an external
environment?

D) systematic
A) stakeholders research
B) open systems E) human capital
C) multidisciplinary

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 D) employee
A) incentive plans motivation
B) products E) employee
C) financial resources behavior

58) ACME Software Inc. has developed a training conditions. This training
program to make employees more aware of how their job program relates most
performance affects customers and other employees within closely with which of the
the organization and to inform them of the changing market following concepts?

C) open systems
A) contingency anchor D) remote teams
B) grounded theory E) remote work

59) According to the open systems view, departments,

teams, and technological processes all represent

C) output.
A) external factors. D) subsystems.
B) stakeholders. E) anchors.

60) Stable, long-lasting beliefs about what is important in

a variety of situations are

behavior.
A) intellectual capital. E) the values of
B) the foundations of the open systems anchor. the organization.
C) the main reason why virtual teams fail.
D) rarely studied in the field of organizational

61) The topic of corporate social responsibility is most

closely associated with the ________ perspective.

B) systems
A) stakeholder

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 C) human capital
D) open systems anchor
E) contingency

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62) Which of these organizational behavior trends is
corporate social responsibility most closely related to?

D) globalization
A) workforce diversity E) workplace
B) employment relationships values
C) information technology

63) ________ refers to an organization's moral obligation

toward all of its stakeholders.

D) Corporate
A) Values social responsibility
B) Legal obligation E) Organizational
C) Multicultural teams behavior

64) The triple-bottom-line philosophy says

global customers fairly.

A) companies should pay three times as much E) companies
attention to profits as they do to employee wellbeing. should try to support the
B) the main goal of all companies is to satisfy the economic, social, and
needs of three groups: employees, shareholders, and suppliers. environmental spheres of
C) business success increases by having three times sustainability.
more contingent workers than permanent employees.
D) companies should treat their local, national, and

65) Which of the following is most closely associated with

corporate social responsibility?

D) human capital
A) open systems E) knowledge
B) triple bottom line acquisition
C) subsystems

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66) ________ is considered the ultimate dependent
variable in organizational behavior.

D) Employee
A) Organizational effectiveness turnover
B) Employee satisfaction E) Innovation
C) Profitability

67) Which perspective emphasizes the external

dependence of organizations?

D) triple bottom
A) open system line
B) closed system E) organizational
C) HPWP learning

68) In ________, organizations receive feedback from the

external environment regarding the value of their outputs, the
availability of future inputs, and the appropriateness of the
transformation process.

D) innovative
A) good fit processes
B) open systems E) closed systems
C) organizational effectiveness

69) According to the open systems perspective, effective

organizations do all of the following except

E) have efficient
A) adapt to the environment. transformation processes.
B) influence the environment.
C) move to a more favorable environment.
D) view subsystems as independent of each other.

70) Scenario AYour

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roommate, Allison Albright, is a non-business major. When understand some
she discovered that you are taking a course in Organizational preliminary information
Behavior, she was thoroughly confused as to why one would about OB, which of these
need to study OB and what it entails. Based on what you have statements about the field
studied, answer the following questions to help Allison obtain is true?
knowledge of organizational behavior.To help Allison

useful for the managers in

A) Organizational behavior scholars give more the organizations but not
importance to individual characteristics than structural for the employees.
characteristics. E) Organizational
B) The field of organizational behavior is behavior scholars study
independent of the concepts and theories from other fields of what people think, feel,
inquiry. and do in and around
C) Organizational behavior emerged as a distinct organizations.
field late in the 1990s.
D) Given the specific utility of the field, OB is

71) Scenario AYour roommate, Allison Albright, is a

non-business major. When she discovered that you are taking
a course in Organizational Behavior, she was thoroughly
confused as to why one would need to study OB and what it
entails. Based on what you have studied, answer the following
questions to help Allison obtain knowledge of organizational
behavior.Allison should understand that organizational
behavior knowledge

D) is relevant to
A) should never be used to influence the behavior of everyone who works in
other people. organizations.
B) should be used only by managers and senior E) is an
executives. independent science that
C) should never replace common-sense knowledge has evolved independently.
about how organizations work.

72) Scenario AYour

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roommate, Allison Albright, is a non-business major. When organization is the same as
she discovered that you are taking a course in Organizational an organism. However, in
Behavior, she was thoroughly confused as to why one would the field of organizational
need to study OB and what it entails. Based on what you have behavior, organizations are
studied, answer the following questions to help Allison obtain best described as
knowledge of organizational behavior.Allison thinks that

D) groups of
A) legal entities that must abide by government people who work
regulations and pay taxes. interdependently towards
B) physical structures with observable capital some purpose.
equipment. E) any social
C) social entities with a publicly stated set of formal entity with profit-centered
goals. motives and objectives.

73) Scenario BAs an owner and manager of Tricky Toys,

Bob Baldwin has been fascinated by all the changes occurring
and transforming the workplace. Bob is concerned about the
important OB trends that he can understand and take
advantage of in developing and positioning his company in
the marketplace.If Bob wants to study deep-level diversity in
his organization, he should

employees.
A) review the demographic characteristics of his E) research the
workforce. cultural and racial
B) consider the likelihood of long-term employment background of the
with the organization for each of his employees. workforce in the industry.
C) observe the differences in the people who
represent his workforce.
D) look at different attitudes and expectations of his

74) Scenario BAs an

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owner and manager of Tricky Toys, Bob Baldwin has been Toys. Which of the
fascinated by all the changes occurring and transforming the following is an advantage
workplace. Bob is concerned about the important OB trends of this work arrangement?
that he can understand and take advantage of in developing
and positioning his company in the marketplace.Bob is
considering the idea of implementing remote work at Tricky

E) ability to
A) reduced employee stress recognize the value of new
B) larger markets information
C) greater demand for firm's products
D) enhanced employee recognition

75) Scenario BAs an owner and manager of Tricky Toys, following directly
Bob Baldwin has been fascinated by all the changes occurring influences an employee's
and transforming the workplace. Bob is concerned about the voluntary behavior and
important OB trends that he can understand and take performance?
advantage of in developing and positioning his company in
the marketplace.According to the MARS model, which of the

D) uncertainty
A) role perceptions avoidance
B) moral intensity E) income
C) corporate social responsibility

76) Scenario BAs an owner and manager of Tricky Toys,

Bob Baldwin has been fascinated by all the changes occurring
and transforming the workplace. Bob is concerned about the
important OB trends that he can understand and take
advantage of in developing and positioning his company in
the marketplace.Which of the following identifies the four
factors that directly influence individual behavior and
performance?

D) Five Factor
A) utilitarianism model
B) MARS model E) Myers-Briggs
C) Schwartz's model Type Indicator

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77) Scenario BAs an owner and manager of Tricky Toys, the marketplace.________
Bob Baldwin has been fascinated by all the changes occurring are external to the
and transforming the workplace. Bob is concerned about the individual but still affect
important OB trends that he can understand and take his or her behavior and
advantage of in developing and positioning his company in performance.

D) Abilities
A) Motivations E) Resolutions
B) Role perceptions
C) Situational factors

78) Scenario BAs an owner and manager of Tricky Toys, person that affect the
Bob Baldwin has been fascinated by all the changes occurring direction, intensity, and
and transforming the workplace. Bob is concerned about the persistence of voluntary
important OB trends that he can understand and take behavior.
advantage of in developing and positioning his company in
the marketplace.________ represent(s) the forces within a

C) Values
A) Motivation D) Ethics
B) Personality E) Ability

79) Scenario BAs an owner and manager of Tricky Toys, the

Bob Baldwin has been fascinated by all the changes occurring marketplace.Motivation
and transforming the workplace. Bob is concerned about the affects a person's
important OB trends that he can understand and take ________ of voluntary
advantage of in developing and positioning his company in behavior.

E) agreeableness,
A) direction, intensity, and persistence locus of control, and
B) antecedents, consequences, and reinforcers ethical sensitivity
C) size, shape, and weight
D) aptitudes, abilities, and competencies

80) Scenario BAs an

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owner and manager of Tricky Toys, Bob Baldwin has been following refers to the fact
fascinated by all the changes occurring and transforming the that motivation is goal-
workplace. Bob is concerned about the important OB trends directed, not random?
that he can understand and take advantage of in developing
and positioning his company in the marketplace.Which of the

C) intensity
A) persistence D) aptitude
B) direction E) competencies

81) Scenario BAs an owner and manager of Tricky Toys,

Bob Baldwin has been fascinated by all the changes occurring
and transforming the workplace. Bob is concerned about the
important OB trends that he can understand and take
advantage of in developing and positioning his company in
the marketplace.If a student put a lot of effort into getting an
A in their Organizational Behavior class, they would score
high on ________

C) intensity.
A) persistence. D) aptitude.
B) direction. E) competencies

82) Scenario BAs an

owner and manager of
Tricky Toys, Bob Baldwin
has been fascinated by all
the changes occurring and
transforming the
workplace. Bob is

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concerned about the important OB trends that he can learn specific tasks more
understand and take advantage of in developing and quickly and perform them
positioning his company in the marketplace.Which of the better?
following refers to the natural talents that help employees

C) intensity
A) persistence levels D) aptitude
B) direction E) commitment

83) Scenario BAs an owner and manager of Tricky Toys, the marketplace.Which of
Bob Baldwin has been fascinated by all the changes occurring the following concepts
and transforming the workplace. Bob is concerned about the consists of aptitudes, skills,
important OB trends that he can understand and take and competencies?
advantage of in developing and positioning his company in

C) values
A) motivation D) ethics
B) personality E) ability

84) Scenario BAs an owner and manager of Tricky Toys, the marketplace.The
Bob Baldwin has been fascinated by all the changes occurring MARS model added role
and transforming the workplace. Bob is concerned about the perceptions to which
important OB trends that he can understand and take earlier model of individual
advantage of in developing and positioning his company in behavior?

D) ability-
A) input-transformation-output motivation-perception
B) ability-motivation-opportunity E) aptitude-
C) motivation-perception-behavior ability-competence

85) Scenario BAs an

owner and manager of
Tricky Toys, Bob Baldwin
has been fascinated by all
the changes occurring and

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transforming the workplace. Bob is concerned about the challenging accounts as
important OB trends that he can understand and take employees master the
advantage of in developing and positioning his company in simple tasks. Travel Happy
the marketplace.Travel Happy Corporation gives simple is using
accounts to newly hired employees and then adds more

D) situational
A) inaccurate role perceptions. factors.
B) person-job matching. E) improving
C) motivational persistence. employee aptitudes.

86) Scenario BAs an owner and manager of Tricky Toys, adequate resources;
Bob Baldwin has been fascinated by all the changes occurring however, they are not sure
and transforming the workplace. Bob is concerned about the what tasks are included in
important OB trends that he can understand and take their job. According to the
advantage of in developing and positioning his company in MARS model, these new
the marketplace.You have just hired several new employees employees will likely
who are motivated, able to perform their jobs, and have

E) have a high
A) emphasize the utilitarianism principle in their degree of differentiation
decision making. according to Holland's
B) have lower job performance due to poor role classification of
perceptions. occupations.
C) have high job performance because they are
motivated and able to perform the work.
D) have above-average organizational citizenship.

87) Scenario BAs an owner and manager of Tricky Toys,

Bob Baldwin has been fascinated by all the changes occurring
and transforming the workplace. Bob is concerned about the
important OB trends that he can understand and take
advantage of in developing and positioning his company in
the marketplace._________ refer(s) to a person's beliefs about
what behaviors are appropriate or necessary in a particular
situation.

A) Natural

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aptitudes E) Situational
B) Role perceptions factors
C) Competencies
D) Locus of control

88) Scenario BAs an owner and manager of Tricky Toys, company removed
Bob Baldwin has been fascinated by all the changes occurring containers for non-
and transforming the workplace. Bob is concerned about the recyclable rubbish from
important OB trends that he can understand and take each office and
advantage of in developing and positioning his company in workstation. This altered
the marketplace.To reduce the amount of non-recyclable employee behavior mainly
waste that employees throw out each day, a major computer by

D) increasing
A) increasing employee motivation to be less aptitudes that make
wasteful. employees less wasteful.
B) helping employees to learn how to be less E) increasing
wasteful. organizational citizenship
C) altering situational factors so that employees have so that employees will be
more difficulty practicing wasteful behavior. less wasteful.

89) Scenario BAs an owner and manager of Tricky Toys,

Bob Baldwin has been fascinated by all the changes occurring
and transforming the workplace. Bob is concerned about the
important OB trends that he can understand and take
advantage of in developing and positioning his company in
the marketplace.The elements of motivation can be viewed
from the metaphor of driving a car. In this metaphor, how
long you drive the vehicle towards your destination refers to
the motivation element of

D) situational
A) clarity. contingencies.
B) intensity. E) direction.
C) persistence.

90) Scenario BAs an

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owner and manager of Tricky Toys, Bob Baldwin has been employees understand the
fascinated by all the changes occurring and transforming the priority of their various
workplace. Bob is concerned about the important OB trends tasks and performance
that he can understand and take advantage of in developing expectations, they have
and positioning his company in the marketplace.When role

C) perception.
A) clarity. D) responsibility.
B) ambiguity. E) motivation.

91) Scenario CDave Docket, the installation manager at situation.Dave organizes a

Kleen Waterproofing, has been receiving customer training program for his
complaints that several crewmembers either come late to the employees to teach them
job or they do not show up at all, without any communication how to operate the
with the customers. The job completion dates keep getting machines used for
delayed and customer dissatisfaction keeps increasing. Dave working. Which of the
has also just hired several new employees who are motivated, following attributes will
able to perform their jobs, and have adequate resources. show a direct improvement
However, they are not sure what tasks are included in their because of this training?
job. Dave is wondering how he can understand what is going
on with his crew behavior and what he can do to improve the

D) moral
A) motivation intensity
B) role perception E) ability
C) ethical sensitivity

92) Scenario CDave

Docket, the installation
manager at Kleen
Waterproofing, has been
receiving customer
complaints that several
crewmembers either come
late to the job or they do
not show up at all, without
any communication with
the customers. The job

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completion dates keep getting delayed and customer crew behavior and what he
dissatisfaction keeps increasing. Dave has also just hired can do to improve the
several new employees who are motivated, able to perform situation.According to the
their jobs, and have adequate resources. However, they are MARS model, the new
not sure what tasks are included in their job. Dave is employees Dave has hired
wondering how he can understand what is going on with his will likely

E) have a high
A) emphasize the utilitarianism principle in their degree of differentiation
decision making. according to Holland's
B) have lower job performance due to poor role classification of
perceptions. occupations.
C) have better job performance because they are
motivated and able to perform the work.
D) have above-average organizational citizenship.

93) Scenario CDave Docket, the installation manager at on with his crew behavior
Kleen Waterproofing, has been receiving customer and what he can do to
complaints that several crewmembers either come late to the improve the
job or they do not show up at all, without any communication situation.________ refers
with the customers. The job completion dates keep getting to goal-directed behaviors
delayed and customer dissatisfaction keeps increasing. Dave under the individual's
has also just hired several new employees who are motivated, control that support
able to perform their jobs, and have adequate resources. organizational objectives.
However, they are not sure what tasks are included in their
job. Dave is wondering how he can understand what is going

D) Maintaining
A) Organizational citizenship attendance
B) Counterproductive behavior E) Intensity
C) Task performance

94) Scenario CDave

Docket, the installation
manager at Kleen
Waterproofing, has been
receiving customer
complaints that several
crewmembers either come

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late to the job or they do not show up at all, without any their work problems,
communication with the customers. The job completion dates adjusting work schedules
keep getting delayed and customer dissatisfaction keeps to accommodate
increasing. Dave has also just hired several new employees coworkers, and showing
who are motivated, able to perform their jobs, and have genuine courtesy toward
adequate resources. However, they are not sure what tasks are coworkers are some of the
included in their job. Dave is wondering how he can forms of
understand what is going on with his crew behavior and what
he can do to improve the situation.Assisting coworkers with

D) organizational
A) role perception. citizenship.
B) counterproductive behavior. E) job matching.
C) task performance.

95) Scenario CDave Docket, the installation manager at on with his crew behavior
Kleen Waterproofing, has been receiving customer and what he can do to
complaints that several crewmembers either come late to the improve the
job or they do not show up at all, without any communication situation.Lawrence stole a
with the customers. The job completion dates keep getting clock from his workplace.
delayed and customer dissatisfaction keeps increasing. Dave Which of the following
has also just hired several new employees who are motivated, refers to Lawrence's
able to perform their jobs, and have adequate resources. activity?
However, they are not sure what tasks are included in their
job. Dave is wondering how he can understand what is going

D) organizational
A) productive behavior citizenship behavior
B) counterproductive behavior E) job matching
C) task performance

96) Scenario CDave

Docket, the installation
manager at Kleen
Waterproofing, has been
receiving customer
complaints that several
crewmembers either come
late to the job or they do

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not show up at all, without any communication with the crew behavior and what he
customers. The job completion dates keep getting delayed and can do to improve the
customer dissatisfaction keeps increasing. Dave has also just situation.Presenteeism is
hired several new employees who are motivated, able to exhibited in all the
perform their jobs, and have adequate resources. However, following ways except
they are not sure what tasks are included in their job. Dave is
wondering how he can understand what is going on with his

people.
A) coming to work when ill. E) coming to
B) reporting to work even if injured. work when an employee
C) coming to work when the employee is faces dangerous conditions
preoccupied by personal problems. to get to work.
D) when an absence would immediately affect many

97) Scenario CDave Docket, the installation manager at

Kleen Waterproofing, has been receiving customer
complaints that several crewmembers either come late to the
job or they do not show up at all, without any communication
with the customers. The job completion dates keep getting
delayed and customer dissatisfaction keeps increasing. Dave
has also just hired several new employees who are motivated,
able to perform their jobs, and have adequate resources.
However, they are not sure what tasks are included in their
job. Dave is wondering how he can understand what is going
on with his crew behavior and what he can do to improve the
situation.Which profession is most likely to report to work
when ill?

D) human
A) lawyer resources director
B) teacher E) physician
C) administrative assistant

98) Scenario CDave

Docket, the installation
manager at Kleen
Waterproofing, has been
receiving customer

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complaints that several crewmembers either come late to the on with his crew behavior
job or they do not show up at all, without any communication and what he can do to
with the customers. The job completion dates keep getting improve the situation.What
delayed and customer dissatisfaction keeps increasing. Dave is an organization's main
has also just hired several new employees who are motivated, source of competitive
able to perform their jobs, and have adequate resources. advantage?
However, they are not sure what tasks are included in their
job. Dave is wondering how he can understand what is going

D) team
A) employee turnover development
B) human capital E) external
C) relationships with coworkers stakeholders

99) Scenario CDave Docket, the installation manager at on with his crew behavior
Kleen Waterproofing, has been receiving customer and what he can do to
complaints that several crewmembers either come late to the improve the
job or they do not show up at all, without any communication situation.Examples of
with the customers. The job completion dates keep getting ________ include
delayed and customer dissatisfaction keeps increasing. Dave harassing coworkers,
has also just hired several new employees who are motivated, creating unnecessary
able to perform their jobs, and have adequate resources. conflicts, and sabotaging
However, they are not sure what tasks are included in their work.
job. Dave is wondering how he can understand what is going

D) redundant
A) organizational citizenship behaviors behaviors
B) task performance measures E) illicit
C) counterproductive work behaviors behaviors

100) Scenario CDave

Docket, the installation
manager at Kleen
Waterproofing, has been
receiving customer
complaints that several
crewmembers either come

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late to the job or they do not show up at all, without any he can do to improve the
communication with the customers. The job completion dates situation.What are
keep getting delayed and customer dissatisfaction keeps maintaining attendance,
increasing. Dave has also just hired several new employees organizational citizenship,
who are motivated, able to perform their jobs, and have and counterproductive
adequate resources. However, they are not sure what tasks are behavior all types of?
included in their job. Dave is wondering how he can
understand what is going on with his crew behavior and what

D) role
A) task performance perceptions
B) individual behavior E) situational
C) personal motivation factors

SHORT ANSWER. Write the word or phrase that best resulted in lower
completes each statement or answers the question. productivity, higher
101) Senior officers in a national military organization employee turnover, and
decided that operations in supplies requisition were inefficient other adverse outcomes.
and costly. They brought in consultants who recommended Discuss likely problems
that the entire requisition process be "reengineered." This with the intervention in
involved throwing out the old practices and developing an terms of systems theory.
entirely new set of work activities around workflow.
However, like many reengineering changes, this intervention

102) Marketing
specialists at Sarasota Beer
Co. developed a new
advertising campaign for
summer sales. The ads
were particularly aimed at
sports events where
Sarasota Beer sold kegs of
beer on tap. The marketing
group worked for months

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with a top advertising firm on the campaign. Their effort was that summer. Moreover,
successful in terms of significantly higher demand for the company could not
Sarasota Beer's keg beer at sports stadiums. However, the initially fill consumer
production department had not been notified of the marketing demand for the keg beer,
campaign and was not prepared for the increased demand. resulting in customer
The company was forced to buy empty kegs at a premium dissatisfaction. Use system
price. It also had to brew some of the lower-priced keg beer in theory to explain what has
vats that would have been used for higher-priced specialty occurred at Sarasota Beer
beer. The result was that Sarasota Beer sold more of the Co.
lower-priced keg beer and less of the higher-priced products

103) An aircraft manufacturing company developed a consequences. Explain

computer simulation representing the very complex processes how this simulation relates
and subgroups that create an airplane. Teams of production to the open systems
employees would participate in a game where trainers gave perspective of
them the challenge of reducing costs or minimizing space organizational behavior.
using the simulation. As the trainers predicted, the team's
actions would almost always result in unexpected

104) The changing workforce is one of the emerging trends

in organizational behavior. Describe how the workforce is
changing and briefly identify two consequences of these
changes for organizations.

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105) Telecommuting has been identified as an important
trend in organizational behavior. Discuss three organizational
behavior topics that are influenced by telecommuting.

106) Discuss the conceptual anchors based on which

organizational behavior is developed and redefined.

107) Identify and define the five types of individual

behavior in the workplace.

108) The sales office of a large industrial products Using the MARS model of
wholesale company has an increasing problem that individual behavior,
salespeople are arriving late at the office each morning. Some diagnose the possible
sales reps go directly to visit clients rather than showing up at reasons why salespeople
the office as required by company policy. Others arrive may be engaging in this
several minutes after their appointed start time. The vice "lateness" behavior.
president of sales does not want to introduce time clocks, but
this may be necessary if the lateness problem is not corrected.

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109) Store #34 of CDA Hardware Associates has had below different types of reasons
average sales over the past few years. As head of franchise why employees at Store
operations, you are concerned with the continued low sales #34 might be performing
volume. The store manager wants you to diagnose the below average. Provide
problem and recommend possible causes. Use the MARS one example for each type
model of individual behavior and performance to provide four of explanation.

110) Employees in a company's warehouse are making improve this kind of

several errors in inventory control and breaking items person-job matching.
shipped. An analysis of the situation reveals that individual
competencies are poorly matched with the job requirements.
Describe three different strategies that would potentially

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Answer Key

Test name: Chapter 01 Test Bank

1) FALSE
2) TRUE
3) TRUE
4) TRUE
5) FALSE
6) TRUE
7) TRUE
8) TRUE
9) FALSE
10) TRUE
11) FALSE
12) FALSE
13) FALSE
14) FALSE
15) TRUE
16) E
17) A
18) E
19) D

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20) A
21) C
22) C
23) A
24) D
25) B
26) B
27) B
28) D
29) A
30) C
31) D
32) B
33) B
34) D
35) C
36) D
37) C
38) C
39) B
40) C

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41) B
42) E
43) A
44) D
45) B
46) A
47) B
48) A
49) B
50) C
51) B
52) B
53) E
54) C
55) A
56) B
57) C
58) C
59) D
60) E
61) A

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62) E
63) D
64) E
65) B
66) A
67) A
68) B
69) D
70) E
71) D
72) D
73) D
74) A
75) A
76) B
77) C
78) A
79) A
80) B
81) C
82) D

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83) E
84) B
85) B
86) B
87) B
88) C
89) C
90) A
91) E
92) B
93) C
94) D
95) B
96) D
97) E
98) B
99) C
100) B
101) There are two possible ways that systems situation,
theory explains these problems. The first and reengineering the
more likely of these is the fact that open supplies requisition
systems have interdependent parts. In this process may have

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disrupted other parts of the organization, regarding how well
which, in turn, undermined the supplies the organization is
group's ability to complete their work. The interacting with the
point here is that open systems consist of environment.
interdependent parts and that it is always Perhaps the change
useful to ensure that changes in one part of the resulted in a
organization have minimal adverse effects on disruption of inputs
other parts of the organization.The second or side effects in the
possible (but less likely) problem is in terms outputs. Student
of inputs, transformation, outputs, and answers will vary
feedback. The reengineering process may for this question.
have thrown out a functioning transformation
process.The change could also have resulted
in less feedback from the environment
102) This incident mainly relates to the open paying premium
systems idea that organizations consist of prices for empty
many interdependent parts. In larger kegs. The students
organizations, subsystem interdependence is could discuss the
so complex that an event in one department necessity of
may ripple through the organization and affect coordination and the
other subsystems. In this case, the marketing effect of
group's advertising campaign had unintended interdependence
implications for the production group. The when discussing
marketing group's campaign increased this scenario.
demand for keg beer, which forced production Student answers
to brew more of the lower-priced product will vary for this
rather than the higher-priced specialty beer. It question.
was also necessary to keep up with demand by
103) The production simulation teaches teams that organizations

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are complex systems with many would vary, though
interdependent parts. As such, complex they should address
systems tend to produce unintended these issues in the
consequences when one part of the system is answer.
altered. The lesson here is to recognize the
repercussions of subsystem actions on other
parts of the organization. The student answers
104) There are numerous workforce changes identifies the
that students might correctly identify. following: (a)
However, the textbook specifically refers to potentially better
the following: (a) more ethnic diversity, (b) decision making, (b)
visible minorities represent a large percentage potentially better
of the workforce and are entering occupations customer service,
previously held mostly by men, and (c) and (c)
younger people (Generation-X and underrepresentation
Generation-Y) are bringing somewhat of women and
different values and needs to the ethnic minorities in
workforce.There are several consequences of senior positions (i.e.
these workforce changes. The textbook discrimination).

105) (Note: Students may identify the leadership:

relevance of various OB topics through Telecommuters
creative and logical thinking.) Some of the need to manage
organizational behavior topics that are themselves rather
influenced by telecommuting include the than rely on
following:Stress management: supervisors for
Telecommuting tends to offer better continuous
work/family balance.Performance: guidance.Organizati
Telecommuting seems to improve job onal influence and
performance by about 10 percent.Self- politics:

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Telecommuters have to adjust to the lack of demonstrating their
networking, and learn to overcome the value.
limitations of limited face time in
106) The systematic research anchor states different situations.
that OB knowledge should be based on The multiple levels
systematic research, which typically involves of analysis anchor
forming research questions, systematically states that OB
collecting data, and testing hypotheses against events should be
those data. The multidisciplinary anchor states understood from
that organizational behavior should welcome three levels of
theories and knowledge in other disciplines, analysis: individual,
not just from its own isolated research base. team, and
The contingency anchor states that a particular organization.
action may have different consequences in
107) The five types are: task performance, with the
organizational citizenship, counterproductive organization reflects
behavior, joining/staying with the the organization's
organization, and maintaining attendance.Task ability to hire and
performance refers to goal-directed behaviors retain
under the individual's control that support talent.Maintaining
organizational objectives. It consists of work attendance
proficiency, adaptability, and consists of
proactivity.Organizational citizenship includes absenteeism
various forms of cooperation and helpfulness (missing work),
to others that support the organization's social tardiness (being late
and psychological context.Counterproductive for work), and
work behaviors are voluntary behaviors that presenteeism
have the potential to directly or indirectly (attending
harm the organization.Joining and staying scheduled work

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when one's capacity to perform is significantly
diminished by illness or other factors).

108) The MARS model suggests that explanation for

individual behavior and performance are a lateness. It would
function of ability, motivation, role occur if an
perceptions, and situational factors. With employee lacked the
respect to lateness, all four of these factors capacity to show up
may be relevant. Salespeople may be late for for work on time.
work because of incorrect role perceptions. Student answers
Specifically, they might not know that they will vary due to the
must show up at the office before visiting nature of this
clients. Others may be late in the morning question. The
because they incorrectly believe they can do students should also
so after working late the previous discuss the possible
day.Lateness may also occur because sales solutions to these
reps are not motivated to attend work. Perhaps problems.
there are stressful conditions at work or the
jobs are not interesting to the people in those
jobs. Similarly, there might be a "lateness
culture" in which other employees support
those who show up late. A third factor may be
situational factors. In the short term, some
employees might be late due to road
construction, conflicts with family
responsibilities, distance of the location, and
so forth. This is usually a short-run
explanation, however, because employees
should be able to adjust their schedule in the
longer term. Ability is the least likely

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109) Students should answer this question by acceptable
describing the four causes of individual level.Situational
behavior and applying these causes to the factors: Employees
situation.Ability: It is possible that employees at Store #34 might
at Store #34 lack the necessary skills or have lower
knowledge to complete sales transactions performance due to
effectively. For example, the store might have unfavorable
high turnover, so most employees lack the situational factors.
necessary experience. Alternatively, the store For example, Store
manager might have hired people who lack the #34 might be
necessary skills and knowledge.Motivation: located in an area
Store #34 employees might not be as with an economic
motivated to serve customers and sell the recession.
product. For example, the store might have a Alternatively, the
different reward system, one that is not very store might have
effective at encouraging store sales. had difficulty
Alternatively, employees at this store might receiving inventory
have different needs and therefore are not as from the company's
motivated by the company's compensation warehouse,
system.Role perceptions: Store #34 employees resulting in lack of
might have role perceptions that result in sales.Student
lower sales. For example, they might not answers will vary
realize that certain procedures or sales due to the nature of
practices are less effective than those used at this question.
other stores. Alternatively, employees might
not realize that their level of sales is below an
110) The three different strategies that would applicants and
potentially improve this kind of person-job selecting those
matching are:Select qualified applicants: This whose competencies
involves measuring competencies of job most closely align

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with the job requirements.Provide training: use the inventory
Employees who lack certain skills and control system, then
knowledge should receive training in those this person might be
areas.Redesign the job: This involves assigned only the
reassigning specific tasks to employees based task of stocking
on their current knowledge and skills. For inventory.
example, if an employee is good at stocking
inventory but lacks skills and knowledge to

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