Motivating Employee Performance Chapter 12 Test Bank Docx

Management, 9e (Kinicki)

Chapter 12 Motivating Employees: Achieving Superior Performance in the Workplace

1) General Electric paid employees who were smokers up to $750 to quit and stay off cigarettes. This program was three times as successful as a different GE "quit smoking" program in which employees received no paid incentives. The $750 in the first program is an example of an intrinsic reward.

2) To motivate employees, employers need to primarily focus on fulfilling the top level of Maslow's hierarchy of needs, self-actualization.

3) Those with a high need for achievement may be the least efficient managers because they may resist making decisions that make others resent them.

4) Grant's manager just told his team about this year's contest, the winner of which will receive an all-expense paid trip to Taiwan. Grant does not like to travel to places where he can't speak the language, so he is not very enthusiastic. This reward has a high valence for Grant.

5) To be most motivating, goals should be specific and challenging but achievable.

6) Simplified, repetitive jobs lead to job dissatisfaction, poor mental health, and a low sense of accomplishment and personal growth.

7) To use positive reinforcement, give praise to employees not for showing up for work on time (an expected part of any job) but for showing up early.

8) Most workers rate monetary benefits higher than a caring boss.

9) Goal-setting theory suggests that behavior tends to be repeated if it has positive consequences and tends not to be repeated if it has negative consequences.

10) Intrinsic motivation is not as long lasting as extrinsic motivation, and intrinsic motivation has a less positive impact on task performance.

11) ________ is the set of psychological processes that arouse and direct goal-directed behavior.

A) Self-actualization

B) Productivity

C) Self-determination

D) Reinforcement

E) Motivation

12) Which of the following is NOT part of a simple model of motivation?

A) unfulfilled need

B) feedback

C) behaviors

D) rewards

E) punishment

13) Della, the sales manager, just informed her sales team that all sales in March will earn an extra 5 percent commission. The team gets right to work, being motivated by a(n)

A) extrinsic reward.

B) physiological need.

C) high need for power.

D) intrinsic reward.

E) hygiene factor.

14) Peyton's management professor just told her class that the final exam is optional for students like Peyton who currently have an A. Peyton decides to take the exam anyway because she likes the subject and wants to master the material. Peyton is motivated to take the exam by a(n)

A) hygiene factor.

B) physiological need.

C) high need for power.

D) extrinsic reward.

E) intrinsic reward.

15) Content perspectives, also known as need-based perspectives, include all EXCEPT which one of the following theories?

A) Deci and Ryan's self-determination theory

B) Herzberg's two-factor theory

C) McClelland's acquired needs theory

D) Equity theory

E) Maslow's hierarchy of needs theory

16) Maslow's levels of needs, in order from lowest (most basic) to highest level, are

A) self-actualization, esteem, love, safety, and physiological.

B) safety, love, esteem, self-actualization, and physiological.

C) physiological, safety, self-actualization, esteem, and love.

D) safety, physiological, esteem, love, and self-actualization.

E) physiological, safety, love, esteem, and self-actualization.

17) According to Maslow, the need for status, reputation, and recognition is part of a person's ________ needs.

A) self-actualization

B) love

C) esteem

D) safety

E) physiological

18) After three shuttle accidents in three months, one of which resulted in a critical injury to a driver, Get Around Shuttle drivers received additional training, and the company retrofitted all shuttles with new braking systems. Which of Maslow's needs are addressed by Get Around Shuttle's actions?

A) self-actualization

B) safety

C) love

D) esteem

E) physiological

19) An accounting firm reimburses employees for tuition and fees if they complete job-related coursework with a B or better. The accounting firm's tuition-reimbursement policy helps its employees meet their ________ needs.

A) love

B) esteem

C) self-actualization

D) safety

E) physiological

20) For managers, the importance of Maslow's contribution is that he showed that workers

A) are interested only in compensation that helps them fulfill physiological needs.

B) are as complex as their organization.

C) have needs beyond that of just earning a paycheck.

D) expect an employer to fulfill every level in their hierarchy of needs.

E) have needs that cannot be understood by their employer.

21) To achieve psychological growth, according to the self-determination theory, people need to satisfy the three innate needs: ________, autonomy, and competence.

A) affiliation

B) power

C) relatedness

D) pay

E) safety

22) Using self-determination theory to motivate employees at Cloud Space, a data storage company, the vice chair makes 10–20 phone calls a day to thank special employees "caught doing something right." The vice chair is fulfilling her employees' ________ needs.

A) competence

B) autonomy

C) relatedness

D) equity

E) love

23) According to the acquired needs theory, the desire to influence others is part of the need for

A) power.

B) affiliation.

C) self-actualization.

D) relatedness.

E) achievement.

24) Ursula has excelled as an auditor for a large financial consulting firm. She loves building mutually beneficial relationships and is extremely well liked by her clients. Ursula likely has a

A) low need for affiliation.

B) low need for power.

C) low need for achievement.

D) high need for achievement.

E) high need for affiliation.

25) Even when he started his first job, Dewayne was not content to be just one of the employees. His boss noticed that he often coached his coworkers about ways to improve their work, even when it wasn't his job. Dewayne probably has a

A) high need for achievement.

B) high need for affiliation.

C) high need for atten tion.

D) low need for achievement.

E) high need for power.

26) Monique is very aggressive at her job, and her coworkers complain that she often manipulates them and her boss in order to get ahead. She attempts to direct everything and everyone, regardless of the consequences to others or even the organization itself. Monique is expressing what type of need for power?

A) legitimate

B) autonomous

C) personal

D) organizational

E) institutional

27) McClelland's need for achievement corresponds most closely to

A) Maslow's self-actualization needs.

B) Herzberg's hygiene factors.

C) equity theory.

D) Deci and Ryan's self-determination theory.

E) expectancy theory.

28) According to Herzberg, which of the following is an example of a motivating factor?

A) the work itself

B) pay

C) working conditions

D) company policy

E) supervisors

29) According to Herzberg, which of the following is an example of a hygiene factor?

A) responsibility

B) advancement

C) the work itself

D) recognition

E) interpersonal relationships

30) According to Herzberg's two-factor theory, in the zone between the motivating factors and the hygiene factors, employees are

A) dissatisfied.

B) satisfied.

C) unmotivated.

D) neither satisfied nor dissatisfied.

E) stagnant.

31) According to Herzberg's two-factor theory, only ________ factors can make employees satisfied with their jobs.

A) growth

B) affiliation

C) motivating

D) hygiene

E) security

32) ________ theory is a model of motivation that explains how people strive for fairness and justice in social exchanges or give-and-take relationships.

A) Esteem

B) Equity

C) Hygiene

D) Expectancy

E) Goal-setting

33) Colin is a branch manager for a large freight company. He has noticed low morale lately, perhaps because of the cramped quarters, stricter policies, and lack of raises this year. According to Herzberg, Colin should first concentrate on

A) hygiene factors.

B) needs for achievement.

C) esteem needs.

D) motivating factors.

E) growth needs.

34) According to Herzberg's theory, if employees dislike their jobs, managers should

A) provide opportunities for achievement.

B) publicly recognize good performance.

C) create opportunities for personal growth and advancement.

D) allow employees to bring their pets to work.

E) increase employees' responsibility and opportunity for leadership.

35) ________ perspectives are theories that try to understand the thought processes by which people decide how to act.

A) Needs-based

B) Reinforcement

C) Job design

D) Process

E) Cognitive

36) Which of the following is a process perspective on motivation?

A) self-determination theory

B) job characteristics model

C) two-factor theory

D) goal-setting theory

E) acquired needs theory

37) In equity theory, employees are motivated to

A) resolve feelings of injustice and see fairness in the rewards they expect for task performance.

B) work harder when they have more freedom.

C) correct themselves when they aren't working hard enough.

D) blame others when they miss work or fail at tasks.

E) work just hard enough to get what they want.

38) When workers perceive they are being treated fairly on the job, they are most likely to

A) pass up promotional opportunities.

B) support organizational change.

C) be a whistle-blower.

D) show improved safety practices.

E) seek additional education.

39) Clay met with his supervisor, Suri, to discuss that he was being given the same bonus as everyone else on his team at the end of each year, even though he had a Master's degree, took on extra and more difficult projects, and finished well ahead of given deadlines. Because Suri is not able to change the bonus, she can expect Clay to respond in all of the following ways EXCEPT

A) ignoring his feeling of resentment.

B) transferring.

C) quitting.

D) reducing his production.

E) reducing his hours.

40) The theory under which people make the choice that promises them the greatest reward if they think they can get it is ________ theory.

A) goal-setting

B) equity

C) reinforcement

D) expectancy

E) two-factor

41) After struggling with the accounting training, Aaron is unsure whether he can complete the end-of-year financial reporting with no errors in the time allotted. In this case, Aaron is low on the ________ element of expectancy theory.

A) valence

B) outcomes

C) expectancy

D) instrumentality

E) performance

42) ________ is the expectation that successful performance of the task will lead to the desired outcome.

A) Expectancy

B) Reinforcement

C) Valence

D) Effort

E) Instrumentality

43) At his review last year, Lucas was promised a 20 percent raise if he met his production goals. Raises were included in today's paychecks, and although Lucas has met all of his goals, he received only a cost-of-living raise. In the future, Lucas's ________ will probably be ________.

A) instrumentality; high

B) valence; low

C) expectancy; low

D) instrumentality; low

E) expectancy; high

44) The HR manager told Stella that the company pays the total health insurance costs for a family of four. As a single woman, this benefit did not seem especially important to her right now. Here, Stella is low on the ________ element of expectancy theory.

A) expectancy

B) instrumentality

C) valence

D) outcomes

E) significance

45) When using goal-setting theory to motivate employees, managers should

A) set targets that are beyond employees' reach.

B) set goals that are easily achievable.

C) set general goals that are emotionally appealing.

D) hold employees responsible for getting feedback.

E) help workers understand and accept the goals.

46) Goal-setting theory suggests that employees can be motivated by goals that have all of the following characteristics EXCEPT

A) specific.

B) achievable.

C) linked to an action plan.

D) little or no feedback.

E) challenging.

47) According to goal-setting theory, goal setting helps motivate you by doing all the following EXCEPT

A) directing your attention.

B) increasing your persistence.

C) fostering the use of strategies and action plans.

D) regulating the effort expended.

E) taking attention away from real work.

48) Which of the following is the best statement of a goal?

A) Give your very best effort.

B) Get through most of those reports by 9/1.

C) Increase customer satisfaction.

D) Reduce production errors by 10 percent by the end of the quarter.

E) Be late to work less often.

49) Job ________ involves division of an organization's work among its employees and applies motivational theories to jobs to increase satisfaction and performance.

A) enlargement

B) development

C) simplification

D) design

E) enrichment

50) Job ________ is the process of increasing the number of tasks in a job to increase variety and motivation.

A) rotation

B) design

C) development

D) enlargement

E) enrichment

51) Research shows that simplified jobs lead to all the following EXCEPT

A) job dissatisfaction.

B) poor mental health.

C) low sense of accomplishment.

D) low personal growth.

E) increased productivity.

52) Job ________ is the opposite of ________.

A) rotation; job focus

B) rotation; job enlargement

C) loading; job enrichment

D) enlargement; job enrichment

E) enlargement; scientific management

53) ________ is the process of building into a job such motivating factors as recognition and achievement.

A) Vertical loading

B) Job enrichment

C) Job satisfaction

D) Job enlargement

E) Horizontal loading

54) Ethan's job as an accounting assistant was recently modified to include reconciling bank accounts and making deposits, two tasks previously done by the accounting manager. This increase in responsibility would best be described as job

A) development.

B) enlargement.

C) satisficing.

D) enrichment.

E) design.

55) Of the following, which is NOT a core job characteristic?

A) autonomy

B) skill variety

C) task significance

D) teamwork

E) task identity

56) A technician who is responsible for keeping an airport's control tower's electronic equipment in working order has higher ________ than a person welcoming you at a hotel.

A) task significance

B) autonomy

C) skill variety

D) feedback

E) task identity

57) ________ is the extent to which a job allows an employee to make decisions about scheduling different tasks and deciding how to perform them.

A) Horizontal loading

B) Skill variety

C) Autonomy

D) Task significance

E) Task identity

58) Zoe runs a flower shop. She recently made some changes so that one employee answers phones and completes the order and payment process, while another creates arrangements, and a third packages and delivers floral arrangements. Previously, each employee was responsible for the order from the phone call through the delivery. Zoe has made changes to

A) feedback.

B) autonomy.

C) task significance.

D) skill variety.

E) task identity.

59) As a maintenance person for the air force, Clint services aircraft engines, which protects the lives and safety of military personnel and increases their ability to conduct missions. Clint's job has a high level of

A) task significance.

B) task identity.

C) skill variety.

D) autonomy.

E) feedback.

60) Which of the following is NOT a contingency factor in the job characteristics model?

A) autonomy

B) knowledge

C) skills

D) desire for personal growth

E) context satisfactions

61) When would you use a motivating potential score?

A) when using the reinforcement theory

B) when using McClelland's acquired needs theory

C) when using the equity theory

D) when using goal-setting theory

E) when using the job characteristics model

62) ________ theory attempts to explain behavior change by suggesting that behavior with positive consequences tends to be repeated while behavior with negative consequences tends not to be repeated.

A) Acquired needs

B) Equity

C) Expectancy

D) Reinforcement

E) Two-factor

63) ________ is the use of desirable consequences to strengthen a particular behavior.

A) Constructive feedback

B) Extinction

C) Intrinsic motivation

D) Negative reinforcement

E) Positive reinforcement

64) ________ is the process of strengthening a behavior by withdrawing something negative.

A) Negative reinforcement

B) Positive reinforcement

C) Extinction

D) Intrinsic motivation

E) Punishment

65) A supervisor told a salesperson who had not made any calls to clients and therefore did not make quota, "Well, if this continues in the next 30 days, you'll probably be let go." The supervisor provides an example of

A) negative reinforcement.

B) punishment.

C) extinction.

D) intrinsic motivation.

E) positive reinforcement.

66) ________ is the weakening of behavior by ignoring it or making sure it is not reinforced.

A) Positive reinforcement

B) Intrinsic motivation

C) Punishment

D) Extinction

E) Negative reinforcement

67) It has been two years since any employee has received a bonus at Cloud9, and the possibility of getting one no longer seems to motivate employees. In this case, management has inadvertently applied

A) expectancy.

B) negative reinforcement.

C) intrinsic motivation.

D) extinction.

E) punishment.

68) Iman's manager, using ________, required him to give up his company car because he had missed sales goals for four consecutive quarters.

A) punishment

B) negative reinforcement

C) positive reinforcement

D) intrinsic motivation

E) feedback

69) In using reinforcement, a manager should

A) clearly communicate the desired behavior.

B) reward both desired and undesired behavior.

C) give all employees the same rewards to ensure fairness.

D) save rewards for weekly or monthly celebrations.

E) avoid using punishment.

70) When using punishment, a manager should

A) ignore undesirable behaviors.

B) save reprimands until the end of the workday, or preferably before a weekend.

C) make sure that other employees witness the punishment.

D) do it in conjunction with positive reinforcement.

E) punish even minor infractions, to appear consistent.

71) Which of the following criterion is NOT a characteristic of the best incentive plans?

A) believable and achievable rewards

B) measurable rewards linked to performance

C) monetary compensation to every employee

D) rewards satisfying individual needs

E) rewards agreed on by the manager and employees

72) A sales commission is an example of a ________ compensation plan.

A) pay-for-knowledge

B) profit-sharing

C) gainsharing

D) pay-for-performance

E) Scanlon

73) Armando has a summer job hand-dyeing shirts that will be sold on the boardwalk. He is paid $5.00 per shirt. Armando is being paid on a ________ compensation plan.

A) profit-sharing

B) pay-for-knowledge

C) bonus

D) pay-for-performance

E) gainsharing

74) Meili's employer distributes checks at the end of each quarter, representing an equitable portion of 5 percent of the company's pretax profits for the previous quarter. These are ________checks.

A) pay for performance

B) pay for knowledge

C) profit sharing

D) bonus

E) gainsharing

75) Due to changes in production, Hanson Steel gave each employee 75 percent of the cost savings. Hanson Steel uses a ________ compensation plan.

A) pay-for-knowledge

B) pay-for-performance

C) benchmarking

D) gainsharing

E) profit-sharing

76) Because the production division at Ricklin's Fences is $10,000 below budget due to process improvements, this year 25 percent of the savings will be returned to the division to spend as desired as a form of

A) pay for performance.

B) pay for knowledge.

C) gainsharing.

D) profit sharing.

E) stock options.

77) Levi teaches fourth grade at a local elementary school. He significantly increased his salary by earning a master's degree in education. Levi's increased salary is an example of

A) pay for performance.

B) profit sharing.

C) a bonus.

D) pay for knowledge.

E) gainsharing.

78) Joyce would like to start working on a flexible schedule. Which is an option would Joyce NOT discuss with her employer?

A) job sharing

B) sabbatical

C) telecommuting

D) part-time work

E) compressed workweeks

79) Each year Clifton Falls hosts retreats for organizations. They encourage employers to bring their employees for single days, extended stays, or even full-weeks. Which of Maslow's needs is Clifton Falls helping employers to meet?

A) physiological

B) safety

C) love

D) esteem

E) self-actualization

80) Next semester Helen is planning to take a sabbatical to go to Sweden and study how they utilize nature to teach preschoolers. It fascinates her to know that the children spend all day outside and not in classrooms. Helen has achieved what level of Maslow's hierarchy?

A) physiological

B) safety

C) love

D) esteem

E) self-actualization

81) Noreen likes it when her boss recognizes that she met the deadline and tried her best, even if what she gave him was not exactly what he was expecting. Noreen is motivated by

A) a need for achievement.

B) intrinsic rewards.

C) a need for power.

D) self-determination.

E) a need for affiliation.

82) Dimitri likes when his employees retweet his posts, when customers comment on his feeds on the business Facebook page, and when Yelp reviews state how wonderful the business is doing since he took over. How would you describe Dimitri's motivation?

A) He desires a need for achievement.

B) He thrives on intrinsic rewards.

C) He has a need for power.

D) He is self-determined.

E) He seeks a need for affiliation.

83) Which theory assumes people are driven to try and grow and attain fulfillment with their behavior and well-being?

A) Maslow's hierarchy of needs theory

B) McClelland's acquired needs theory

C) Deci and Ryan's self-determination theory

D) Herzberg's two factor theory

E) McGregor's Theory X/Theory Y

84) As the winter holiday season was approaching, Margie decided to give each team a window display or an indoor display to decorate. She gave minimal instructions about how to do the displays but was firm on the deadline and also explained that it was not a competition. Margie really wanted the different teams throughout the store to have fun and get in the spirit. Margie was trying to instill

A) competence.

B) autonomy.

C) relatedness.

D) relationships.

E) responsibility.

85) Distributive, procedural, and interactional are components of

A) expectancy theory.

B) goal-setting theory.

C) scientific management.

D) job design.

E) organizational justice.

86) Amazon recently announced that they were raising the minimum wage for all employees to $15 to address the low-wages of its employees. Amazon

A) is giving employees an opportunity to appeal decisions that affect their welfare.

B) understands that employees have a voice in decisions that affect them.

C) knows that employees' perception of equity is what counts.

D) is exhibiting strong leadership behavior.

E) is paying attention to the climate for justice.

87) When employees at Wells Fargo opened accounts in their members' names, not always with their consent, the employees blamed it on management, stating that the bank executives had set ________ goals, or goals that seemed unattainable.

A) learning

B) performance

C) SMART

D) general

E) stretch

88) Which type of goal is better for jobs that require creativity and taking a problem-solving approach?

A) learning goal

B) performance goal

C) SMART goal

D) general goal

E) stretch goal

89) How do employees find out how well they are doing?

A) through task identity

B) through task significance

C) through choices

D) through feedback

E) through skill variety

90) Going Green has begun to offer its employees the option of buying stock in the company as a benefit because they do not offer a retirement package. What employee behavior will Going Green most likely see?

A) The employees will draw in more clients to receive an increase.

B) The employees will seek further education to make smarter investment decisions.

C) The employees will perform to get a larger share of the profit.

D) The employees will work hard to make the stock rise, so they can buy more at a cheaper price.

E) The employees will produce more to get paid more.

91) Well-being is the combined impact of all of the following EXCEPT

A) engagement.

B) positive emotions.

C) meaning.

D) attitude.

E) relationships.

92) The essence of self-management is understanding who you are, what you want in life, what you want to accomplish during your life-long journey, and then making it all happen. This pursuit of your dreams or goals is what drives the self-motivation employers are looking for. How will you apply the principles of self-management on a daily basis?

A) Identify a simple, quick goal to get you started.

B) Take your goals and make long-term, sustainable activities.

C) Create a to-do list for accomplishing your goals.

D) Prioritize the tasks and keep only the high priority ones so you stay focused.

E) Work the plan, but only reward yourself when it is finished.

93) This question contains multiple parts; be sure to answer each.

First, what is motivation, and why is it important for managers to understand how motivation works?

Second, suppose that you are the manager of a Salvation Army store. People make donations to the store as charitable contributions, and then the store sells the items to raise money for its charitable projects (mostly designing programs to offer immediate relief, short-term care and long-term growth in the areas that will best benefit the community). Name at least one extrinsic and one intrinsic reward you might use to motivate employees at the store.

94) You are the CEO of a company that manufactures low-priced clothing for bargain retailers like Walmart and Target. Using one of the content perspectives/theories, explain how you would manage each of the relevant needs for the employees in your factory, where the cloth is cut, and the clothes are assembled.

95) Discuss how you would use McClelland's acquired needs theory to motivate employees.

96) This question contains multiple parts; be sure to answer each.

First, explain the difference between motivating factors and hygiene factors in Herzberg's theory of motivation. Give examples of each, preferably from your own experience.

Next, imagine that you manage the customer-service department of Digital Media, a company that provides TV, telephone, and Internet service to households in the eastern part of your state. How would you use Herzberg's theory to motivate your crew of installation experts, who go to people's homes and set up their TV/phone/Internet service?

97) This question contains two parts; be sure to answer both.

Discuss how managers can use equity theory to help motivate workers.

Second, imagine that you are the CEO of Online Designs, an online marketing agency that specializes in Web and social media marketing. Your company has 10 employees. You, the CEO, earn $200,000 per year in salary, plus another $200,000 in bonuses. Your account executive earns $150,000 per year and has a company car, along with other perks. The other eight staffers are junior-level programmers and sales reps, each earning $50,000 per year. How might the eight junior employees perceive the equity of the workplace, and what might they do to reduce their cognitive dissonance? How might you go about correcting the perceptions of inequity?

98) This question contains two parts; be sure to answer both.

Describe how managers can use the expectancy theory model to help motivate employees.

Second, imagine that you are managing a local real-estate office. Sales of houses, condominiums, and co-ops have been very slow in the last few months, and your staff is feeling demoralized and unmotivated. Analyze the situation in terms of expectancy theory and explain how you might go about improving motivation among the real-estate agents.

99) This question contains several parts; be sure to answer each.

First, define and explain the four types of reinforcement, including their effect on behavior.

Next, imagine that you manage several hundred flight attendants as a flight services manager for a major airline. You have been receiving too many complaints about flight attendants being rude to passengers. In what ways might you use positive reinforcement to improve the situation? How might you use punishment?

100) This question contains two parts; be sure to answer both.

First, explain at least four of the six types of compensation plans, giving an example of each.

Next, imagine that you manage a medium-sized office that is trying to increase its profitability by cutting its expenses, such as office supplies, electricity, rent, and telephone bill. Which type of compensation plan would be most motivating to you in this situation? Why?

101) Define the self-determination theory and explain the three innate needs that influence behavior and well-being.

102) Imagine that you are the front-end manager of a supermarket. You manage all the cashiers, baggers, and the customer-service desk. Recognizing that each of these jobs is repetitive without much variety, you want to enrich each job to increase employee engagement and satisfaction. How might you enrich the jobs you manage?

103) Imagine that you manage a small appliance store where salespeople are paid an hourly wage with no bonus or additional compensation. Recently, a big-box store has been luring away your best people by offering them not only a higher hourly wage, but also pay for performance (based on their sales). List and explain at least three nonmonetary ways to improve your employee retention.

104) Imagine that you are the manager of a beauty salon that styles men's and women's hair, and also provides many other personal services, such as manicures, pedicures, and makeovers. What types of incentives might you give to your hair stylists to reward them for bringing in new customers? Give at least two specific examples of incentives at the beauty salon that are tied to realistic goals.

105) Why is self-management an important skill to have? How can you improve your own self-management skills?