Understanding and Managing Organizational Behavior
Chapter 3 Work Values, Attitudes, and Moods and Emotions
1) A person's thoughts and feelings about the meaning and nature of work itself are called values.
Answer: TRUE
Diff: 1
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
2) Values are concerned with aspects of a particular job or organization.
Answer: FALSE
Explanation: Values are concerned not so much with the aspects of a particular job or
organization but more with the meaning and nature of work itself.
Diff: 1
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
3) Work values and ethical values are especially relevant to organizational behavior.
Answer: TRUE
Diff: 2
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
4) Moods and emotions are personal convictions about what one should strive for and how one
should behave in life.
Answer: FALSE
Explanation: Values are personal convictions about what one should strive for and how one
should behave in life.
Diff: 2
Page Ref: 71,72
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
1
5) Work attitudes are the most general and long-lasting feelings and beliefs people have that
contribute to how they experience work.
Answer: FALSE
Explanation: Work attitudes are not as long lasting as values. Values are relatively long lasting.
Diff: 2
Page Ref: 71
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
AACSB: Analytical skills
6) Work values are an employee's personal convictions about what outcomes one should expect
from work and how one should behave at work.
Answer: TRUE
Diff: 2
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
7) Intrinsic work values include interesting work, learning new things, and being creative.
Answer: TRUE
Diff: 2
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
8) Intrinsic work values are related to the consequences of work.
Answer: FALSE
Explanation: Extrinsic work values are related to the consequences of work.
Diff: 2
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
9) Employees whose primary reason for working is to earn money have intrinsic work values.
Answer: FALSE
Explanation: Employees whose primary reason for working is to earn money have extrinsic
work values.
Diff: 2
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
10) Ethical values are one's personal convictions about what is right and wrong.
2
Answer: TRUE
Diff: 1
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
11) Moral rights values indicate that decisions should be made in ways that protect the
fundamental rights and privileges of people affected by the decision.
Answer: TRUE
Diff: 1
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
12) Utilitarian values indicate that decisions should be made in ways that protect the fundamental
rights of people affected by the decision.
Answer: FALSE
Explanation: Utilitarian values dictate that decisions should be made that generate the greatest
good for the greatest number of people.
Diff: 1
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
13) Justice values dictate that decisions should be made that generate the greatest good for the
greatest number of people.
Answer: FALSE
Explanation: Justice values dictate that decisions should be made in ways that allocate benefit
and harm among those affected by the decision in a fair, equitable, or impartial manner.
Diff: 1
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
14) Societal ethics are laws, customs, practices, and values which apply to society as a whole.
Answer: TRUE
Diff: 1
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
15) Individual ethics, professional ethics, and societal ethics all contribute to an organization's
code of ethics.
3
Answer: TRUE
Diff: 2
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
16) A code of ethics is the set of formal rules and standards that employees can use to make
appropriate decisions when the interests of other individuals or groups are at stake.
Answer: TRUE
Diff: 1
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
17) The Sarbanes-Oxley Act of 2002 overrides the need for an organization to have a code of
ethics.
Answer: FALSE
Explanation: The Sarbanes-Oxley Act not only requires that a code of ethics be enacted, but it
also mandates strict adherence to it.
Diff: 2
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
18) Work attitudes are collections of feelings, beliefs, and thoughts about how to behave that
people currently hold about their jobs and organizations.
Answer: TRUE
Diff: 1
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
19) Work values remain relatively constant from job to job and organization to organization.
Answer: TRUE
Diff: 2
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
4
20) Job satisfaction is the collection of feelings and beliefs that people have about their
organization as a whole.
Answer: FALSE
Explanation: Job satisfaction is the collection of feelings and beliefs that people have about their
current jobs.
Diff: 1
Page Ref: 71
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
21) Organizational commitment is the collection of feelings and beliefs that people have about
their organization as a whole.
Answer: TRUE
Diff: 1
Page Ref: 71
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
22) The affective component of an employee's work attitude is that person's beliefs about the job
or organization.
Answer: FALSE
Explanation: The cognitive component of an employee's work attitude is that person's beliefs
about the job or organization.
Diff: 1
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
23) The behavioral component of an employee's work attitude is that person's thoughts about
how to behave in his or her organization.
Answer: TRUE
Diff: 1
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
24) Work moods are more long lasting than values and attitudes.
Answer: FALSE
Explanation: Much more transitory than values and attitudes, work moods can change from day
to day, hour to hour, and minute to minute.
Diff: 2
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
5
25) Negative affectivity consists of rude interpersonal behaviors reflective of a lack of regard and
respect for others.
Answer: FALSE
Explanation: Workplace incivility consists of rude interpersonal behaviors reflective of a lack of
regard and respect for others.
Diff: 2
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
26) Managers and researchers have recognized that even though work moods have important
effects on organizational behavior, little can be done in the workplace to promote positive
moods.
Answer: FALSE
Explanation: Work moods can have important effects on organizational behavior. Managers and
organizations can do many things to promote positive moods; therefore, work moods are
receiving additional attention from researchers and managers alike.
Diff: 2
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
27) Moods are intense, short-lived feelings that are linked to a specific cause or antecedent and
interrupt thought processes and behaviors.
Answer: FALSE
Explanation: Emotions are intense, short-lived feelings that are linked to a specific cause or
antecedent and interrupt thought processes and behaviors.
Diff: 2
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
28) Emotions are much more intense than moods.
Answer: TRUE
Diff: 2
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
29) Researchers have identified basic emotions that have universal nonverbal expressions, such
as fear, anger, surprise, and happiness.
Answer: TRUE
Diff: 2
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
30) Emotional labor is the work that employees perform to control their experience and
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expression of moods and emotions on the job.
Answer: TRUE
Diff: 1
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
31) Emotional labor is governed by display rules.
Answer: TRUE
Diff: 1
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
32) Feeling rules dictate what emotions should be expressed and how they should be expressed
in a particular setting.
Answer: FALSE
Explanation: Expression rules dictate what emotions should be expressed and how they should
be expressed in a particular setting.
Diff: 2
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
33) Feeling rules dictate appropriate and inappropriate feelings for a particular setting.
Answer: TRUE
Diff: 2
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
34) Cognitive dissonance occurs when employees are expected to express feelings that are at
odds with how they are actually feeling.
Answer: FALSE
Explanation: Emotional dissonance occurs when employees are expected to express feelings that
are at odds with how they are actually feeling.
Diff: 2
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
7
35) The expectation that professors will be enthusiastic when teaching classes is an example of
feeling rules.
Answer: TRUE
Diff: 2
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Appreciate when and why emotional labor occurs in organizations
36) Because moods and emotions are usually stable and long lasting, they can strongly affect
work attitudes and work values.
Answer: FALSE
Explanation: Because work values are the most stable and long lasting, they can strongly affect
work attitudes, as well as moods and emotions.
Diff: 3
Page Ref: 75
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Appreciate when and why emotional labor occurs in organizations
37) Persistent moods and emotions can have an impact on long-held attitudes and values.
Answer: TRUE
Diff: 2
Page Ref: 75
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
38) A lack of trust between employees and managers is often symptomatic of more widespread
problems in an organization.
Answer: TRUE
Diff: 2
Page Ref: 75
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Appreciate when and why emotional labor occurs in organizations
39) The collection of feelings and beliefs that people have about their current jobs is known as
job satisfaction.
Answer: TRUE
Diff: 1
Page Ref: 75
Topic: Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
8
40) An individual's values influence the extent to which thoughts and feelings about a job are
positive or negative.
Answer: FALSE
Explanation: An individual's personality influences the extent to which thoughts and feelings
about a job are positive or negative.
Diff: 2
Page Ref: 76
Topic: Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
41) About 70 percent of the variation in levels of job satisfaction can be influenced by managers.
Answer: TRUE
Diff: 2
Page Ref: 78
Topic: Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
42) The tasks a person performs while at work can affect job satisfaction.
Answer: TRUE
Diff: 2
Page Ref: 78
Topic: Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
43) Social influence is the effect that individuals or groups have on a person's attitudes and
behavior.
Answer: TRUE
Diff: 1
Page Ref: 79
Topic: Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
44) If new hires are surrounded by coworkers who are dissatisfied with their jobs, they are more
likely to be dissatisfied themselves.
Answer: TRUE
Diff: 2
Page Ref: 79
Topic: Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
9
45) The culture a person grows up in does not affect his or her level of job satisfaction.
Answer: FALSE
Explanation: The culture a person grows up in may also affect his or her level of job
satisfaction.
Diff: 2
Page Ref: 79
Topic: Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
46) A job facet is one of numerous components of a job.
Answer: TRUE
Diff: 1
Page Ref: 80
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
47) The facet model assumes that jobs affect employees in uniform ways.
Answer: FALSE
Explanation: The facet model asserts that jobs affect employees in multiple ways.
Diff: 2
Page Ref: 80
Topic: Theories of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
48) According to Herzberg, motivator needs are associated with the actual work itself and how
challenging it is.
Answer: TRUE
Diff: 1
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
49) Hygiene needs are satisfied by working conditions, amount of pay, and job security.
Answer: TRUE
Diff: 2
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
50) Herzberg proposed that when motivator needs are met, employees will be satisfied; when
motivator needs are not met, employees will not be satisfied.
Answer: TRUE
Diff: 2
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
51) According to Herzberg, an employee cannot experience job satisfaction and job
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dissatisfaction at the same time.
Answer: FALSE
Explanation: According to Herzberg, an employee could experience job satisfaction and job
dissatisfaction at the same time.
Diff: 2
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
52) Herzberg's motivator-hygiene theory describes how workers move between satisfaction and
dissatisfaction along a continuous scale.
Answer: FALSE
Explanation: Herzberg proposed that dissatisfaction and satisfaction are two separate
dimensions, one ranging from satisfaction to no satisfaction and the other ranging from
dissatisfaction to no dissatisfaction.
Diff: 3
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
53) According to the discrepancy model of job satisfaction, when employees' expectations about
their ideal job are high, and when these expectations are not met, employees will be dissatisfied.
Answer: TRUE
Diff: 2
Page Ref: 82
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
54) Discrepancy models are useful because they take into account that people often take a
comparative approach to evaluation.
Answer: TRUE
Diff: 2
Page Ref: 82
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
55) The discrepancy model of job satisfaction is based on a simple idea: To determine how
satisfied employees are with their jobs, they compare their job to some "ideal job."
Answer: TRUE
Diff: 1
Page Ref: 82
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
11
56) The steady-state theory suggests that each employee has a typical (or characteristic) level of
job satisfaction, called the steady state or equilibrium level.
Answer: TRUE
Diff: 1
Page Ref: 83
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
57) The steady-state theory suggests that receiving a promotion will raise an employee's level of
job satisfaction to a new level, and once attained that level will remain steady.
Answer: FALSE
Explanation: According to the steady-state theory, receiving a promotion may temporarily boost
an employee's level of job satisfaction, but, eventually, it will return to the equilibrium level.
Diff: 2
Page Ref: 83
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
58) Research results indicate that job satisfaction is strongly related to job performance.
Answer: FALSE
Explanation: Research results indicate that job satisfaction is not strongly related to job
performance; at best, there is a very weak positive relationship.
Diff: 2
Page Ref: 84
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
59) Most employees are free to vary their levels of job performance to reflect their levels of job
satisfaction.
Answer: FALSE
Explanation: Organizations spend considerable time and effort to ensure that members perform
assigned duties dependably, regardless of whether or not they like their jobs.
Diff: 2
Page Ref: 84
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
60) Job performance may contribute to employees being more satisfied with their jobs if they are
fairly compensated for good performance.
Answer: TRUE
Diff: 2
Page Ref: 85
Topic: Potential Consequences of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
12
61) Absenteeism is a temporary form of withdrawal from the organization, while turnover is
permanent.
Answer: TRUE
Diff: 1
Page Ref: 85
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
62) According to Bill Mobley, job satisfaction triggers the whole turnover process.
Answer: TRUE
Diff: 1
Page Ref: 85
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
63) Mobley's model of the turnover process applies to all employees who voluntarily leave their
jobs.
Answer: FALSE
Explanation: Mobley's model applies neither to employees who impulsively quit their jobs nor
to employees who quit their jobs before even looking for alternatives.
Diff: 2
Page Ref: 86
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
64) Employee turnover always has costly negative impacts on an organization.
Answer: FALSE
Explanation: Whether turnover is a cost or benefit depends on who is leaving. If poor
performers are quitting and good performers are staying, this is an ideal situation, and managers
may not want to reduce levels of turnover.
Diff: 2
Page Ref: 85
Topic: Potential Consequences of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
65) Organizational citizenship behavior (OCB) is behavior that is above and beyond the call of
duty.
Answer: TRUE
Diff: 1
Page Ref: 87
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
13
66) Organizational citizenship behaviors are influenced by attitudes such as job satisfaction.
Answer: TRUE
Diff: 2
Page Ref: 87
Topic: Potential Consequences of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
67) The concept of employee well-being focuses on the organization, not the employee.
Answer: FALSE
Explanation: Unlike absenteeism and turnover, this concept focuses on the employee rather than
the organization.
Diff: 2
Page Ref: 87
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
68) Job satisfaction contributes to a person's overall well-being in life.
Answer: TRUE
Diff: 1
Page Ref: 87
Topic: Potential Consequences of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
69) Affective commitment exists when workers are committed not so much because they want to
be but because they have to be.
Answer: FALSE
Explanation: Continuance commitment exists when employees are committed not so much
because they want to be but because they have to be.
Diff: 3
Page Ref: 88
Topic: Organizational Commitment
Skill: application
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
70) Continuance commitment exists when the costs of leaving the organization (loss of seniority,
pensions, medical benefits, and so on) are too great.
Answer: TRUE
Diff: 2
Page Ref: 88
Topic: Organizational Commitment
Skill: conceptual
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
14
71) When Ben & Jerry's Homemade encourages employee commitment through socially
responsible corporate policies and programs that support the community and protect the
environment, they will MOST likely experience affective commitment from many of their
employees.
Answer: TRUE
Diff: 2
Page Ref: 88
Topic: Organizational Commitment
Skill: conceptual
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
72) Managers cannot expect employees to be committed to an organization if the organization is
not committed to employees and society as a whole.
Answer: TRUE
Diff: 1
Page Ref: 88
Topic: Organizational Commitment
Skill: application
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
73) Research has found affective commitment to have a weak positive relationship with job
performance.
Answer: TRUE
Diff: 2
Page Ref: 88
Topic: Organizational Commitment
Skill: conceptual
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
74) When affective commitment is high, workers are likely to want to do what is good for the
organization.
Answer: TRUE
Diff: 2
Page Ref: 88
Topic: Organizational Commitment
Skill: application
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
15
75) A person's thoughts and feelings about the meaning and nature of work itself are called
________.
A) values
B) attitudes
C) emotions
D) moods
Answer: A
Diff: 1
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
76) A person's values are ________.
A) resistant to change
B) fixed over time
C) hard to determine
D) subject to change every day
Answer: A
Diff: 1
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
77) Work ________ reflect how people feel while they are performing their jobs day to day and
also determine how they experience work.
A) values and emotions
B) attitudes and values
C) moods and emotions
D) skills and moods
Answer: C
Diff: 2
Page Ref: 66
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
16
78) People's personal convictions about what end states one should expect from work and how
one should behave at work constitute ________.
A) work attitudes
B) work moods
C) work behaviors
D) work values
Answer: D
Diff: 2
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
79) Work values are important for understanding and managing organizational behavior because
they ________.
A) reflect what people are trying to achieve through and at work
B) enable managers to manipulate their workers
C) change from hour to hour and minute to minute
D) reveal how people feel when they are performing their jobs
Answer: A
Diff: 2
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
80) Examples of intrinsic work values include all of the following EXCEPT ________.
A) desiring to be challenged
B) establishing social contacts
C) wanting to learn new things
D) making important contributions
Answer: B
Diff: 2
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
17
81) Laura White enjoys her job as an elementary school teacher because she feels she is doing
something important, even though the pay is poor and she receives little recognition in the
community. Laura's work values are ________.
A) extrinsic
B) intrinsic
C) behavioral
D) affective
Answer: B
Diff: 2
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
82) Extrinsic work values are related to ________.
A) nature of the work
B) interests of the worker
C) consequences of the work
D) love of the job
Answer: C
Diff: 2
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
83) Employees who are extrinsically motivated are MOST OFTEN responsive to ________.
A) challenging work
B) financial incentives
C) added responsibility
D) creative flexibility
Answer: B
Diff: 3
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
18
84) John works at a toy company where he designs new toys. He finds the work interesting and
rewarding, but he is currently searching for a higher paying job. John's work values are BEST
described as _______.
A) ethical
B) extrinsic
C) intrinsic
D) moral
Answer: B
Diff: 3
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
AACSB: Analytical skills
85) A manager has tried several strategies to encourage his employees. He has offered training
programs to develop their skills. He gives more responsibility to employees. He tries to make the
work as interesting as possible. These motivating strategies do not seem to be working. What
strategy should he try next?
A) offer employees monetary bonuses
B) give the workers more autonomy
C) allow the employees to have more authority
D) allow the employees more creative powers
Answer: A
Diff: 3
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: critical thinking
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
AACSB: Communication abilities
86) ________ are BEST described as one's personal convictions about what is right and wrong.
A) Ethical values
B) Legal values
C) Work values
D) Utilitarian values
Answer: A
Diff: 1
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
19
87) ________ pertain to the protection of the fundamental rights and privileges of people
affected by a decision.
A) Utilitarian values
B) Moral rights values
C) Justice values
D) Equal rights values
Answer: B
Diff: 1
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
88) ________ pertain to fairness, equity, and impartiality in decision making.
A) Utilitarian values
B) Moral rights values
C) Justice values
D) Equal rights values
Answer: C
Diff: 1
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
89) ________ ethics is LEAST LIKELY to contribute to an organization's code of ethics.
A) Individual
B) Professional
C) Societal
D) Foreign
Answer: D
Diff: 2
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
AACSB: Ethical understanding and reasoning abilities
20
90) Laura is a manager at a retail store. She recently found out that the company is facing budget
cuts. She was given the option to give all of her employees a 3% pay cut or lay off one
employee. If she were using utilitarian values as her guide, which decision would she MOST
LIKELY make?
A) give all her employees a 3% pay-cut
B) organize a protest
C) quit the job so she does not have to make a decision
D) lay off one employee
Answer: D
Diff: 2
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
91) Which of the following would LEAST LIKELY influence the development of an individual's
ethical values?
A) family
B) peers
C) religious institutions
D) television
Answer: D
Diff: 2
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
92) Passage of the Sarbanes-Oxley Act ________.
A) overrides the need for an organization to have a code of ethics
B) diminishes protections for whistleblowers
C) increases the reporting obligations of public companies
D) instates regular auditing of public companies
Answer: C
Diff: 2
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
21
93) Jim has told the district attorney's office that illegal activities are taking place at his
corporation. He is a ________.
A) cakebaker
B) ballthrower
C) trainman
D) whistleblower
Answer: D
Diff: 2
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
94) An individual notices illegal behavior by his boss. The part of the Sarbanes-Oxley Act
MOST beneficial to this individual is the _______.
A) increase in protection for whistleblowers
B) increase in penalties for white collar crime
C) requirement for organizations to have a code of ethics
D) requirement for the audit committee to work independently
Answer: A
Diff: 2
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
AACSB: Ethical understanding and reasoning abilities
95) ________ can and often do remain constant from job to job and organization to organization.
A) Work attitudes
B) Work values
C) Work duties
D) Work routines
Answer: B
Diff: 2
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
22
96) Which of the following is NOT a component of work attitudes?
A) behavioral component
B) affective component
C) cognitive component
D) ethical component
Answer: D
Diff: 2
Page Ref: 71
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
97) The collection of feelings and beliefs that people have about their organization as a whole is
known as organizational ________.
A) loyalty
B) commitment
C) satisfaction
D) attitude
Answer: B
Diff: 2
Page Ref: 71
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
98) Which of the following statements is TRUE about the relationship between work attitudes
and values?
A) Work attitudes are more specific and longer lasting than values.
B) Work attitudes are less specific and longer lasting than values.
C) Values are more specific and longer lasting than work attitudes.
D) Values are less specific and longer lasting than work attitudes.
Answer: D
Diff: 2
Page Ref: 71
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
99) The cognitive component of a worker's attitude is the ________.
A) employee's feelings about his or her job or organization
B) employee's beliefs about the job or organization
C) employee's thoughts about how to behave in his or her job or organization
D) employee's ethical stance on his or her job or organization
Answer: B
Diff: 2
Page Ref: 71
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
100) How a worker feels about his or her job or organization represents the ________ of the
23
worker's attitude.
A) behavioral component
B) affective component
C) cognitive component
D) temperamental component
Answer: B
Diff: 1
Page Ref: 71
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
101) How people feel at the time they are actually performing their jobs is referred to as
________.
A) work attitudes
B) work moods
C) work behaviors
D) work values
Answer: B
Diff: 2
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
102) ________ can change from hour to hour, day to day, and sometimes minute to minute.
A) Work moods
B) Work values
C) Work attitudes
D) Work satisfaction
Answer: A
Diff: 2
Page Ref: 67
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
103) The ________ of a worker's attitude reflects his thoughts about how to act on the job.
A) affective component
B) cognitive component
C) behavioral component
D) extrinsic component
Answer: C
Diff: 2
Page Ref: 71
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
104) How a worker feels about his or her job or organization represents the ________ of the
worker's attitude.
24
A) behavioral component
B) affective component
C) cognitive component
D) temperamental component
Answer: B
Diff: 1
Page Ref: 71
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
105) Workers who feel excited, enthusiastic, active, strong, and elated are MOST LIKELY
experiencing ________.
A) job satisfaction
B) organizational commitment
C) openness to experience
D) positive work moods
Answer: D
Diff: 2
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Understand why it is important to understand employees' moods and emotions.
106) What statement BEST describes how situational factors may affect work mood?
A) Only major events and conditions in one's life affects work mood.
B) Major and minor events and conditions affect one's work mood.
C) Situational factors do not affect work mood.
D) Workplace incivility is the most important factor of work mood.
Answer: B
Diff: 2
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: analysis
Objective: Understand why it is important to understand employees' moods and emotions.
107) ________ is rude interpersonal behavior that reflects a lack of respect for others.
A) Organizational conflict
B) Workplace incivility
C) Negative affectivity
D) Discriminatory marginality
Answer: B
Diff: 1
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
108) A manager notices a high amount of workplace incivility in the office. What strategy should
the manager employ to BEST combat this?
A) push up work deadlines
25
B) reprimand rude employees
C) encourage face-to-face conversations
D) beautify the office
Answer: D
Diff: 1
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Understand why it is important to understand employees' moods and emotions.
109) What statement BEST explains the influence that mood has in the workplace?
A) Too little research has been focused on this question to know the answer.
B) Mood has no influence on employees in the workplace.
C) Mood has very little influence on employees in the workplace.
D) Mood greatly influences employees in the workplace.
Answer: D
Diff: 2
Page Ref: 75
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Understand why it is important to understand employees' moods and emotions.
110) ________ are intense, short-lived feelings that are linked to a specific antecedent and that
interrupt thought processes and behaviors.
A) Values
B) Attitudes
C) Emotions
D) Ethics
Answer: C
Diff: 2
Page Ref: 75
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
111) An otherwise cheerful employee has just been berated by a customer. This will MOST
likely affect the employee's ________.
A) values
B) ethics
C) emotions
D) attitudes
Answer: C
Diff: 2
Page Ref: 75
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
112) ________ is the work that employees perform to control their experience and expression of
moods and feelings on the job.
A) Emotional labor
B) Control display
26
C) Expression management
D) Display rules
Answer: A
Diff: 1
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
113) Emotional labor is governed by ________.
A) display rules
B) work attitudes
C) work values
D) organizational citizenship
Answer: A
Diff: 2
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
114) A police officer knows that he should not be delighted at the site of a terrible crime. This is
an example of a(n) ________ rule.
A) feeling
B) behavioral
C) expression
D) effective
Answer: A
Diff: 2
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Appreciate when and why emotional labor occurs in organizations
115) A minister knows that he should not smile widely when speaking to a family that has just
watched a loved one die. This is an example of a(n) ________ rule.
A) feeling
B) behavioral
C) expression
D) effective
Answer: C
Diff: 2
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Appreciate when and why emotional labor occurs in organizations
116) Jobs that involve high levels of interpersonal interaction MOST OFTEN require more
________ than jobs that entail less frequent interactions with others.
A) emotional labor
B) product knowledge
C) on-the-job training
27
D) management supervision
Answer: A
Diff: 2
Page Ref: 74
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Appreciate when and why emotional labor occurs in organizations
117) Emotional ________ occurs when employees are expected to express feelings that are at
odds with how they are actually feeling.
A) targeting
B) dissonance
C) fluctuation
D) role playing
Answer: B
Diff: 2
Page Ref: 74
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
118) Who is the MOST LIKELY to feel emotional dissonance?
A) a school teacher after a dispute with a colleague
B) a data entry clerk after having a typical lunch break
C) a secretary after receiving a compliment about her work
D) a cashier after recently becoming engaged
Answer: A
Diff: 2
Page Ref: 74
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Appreciate when and why emotional labor occurs in organizations
28
119) Which of the following is FALSE?
A) Trust is an expression of confidence in another person or group that you will not be put at
risk, harmed, or injured by their actions.
B) Trust can enhance co-operation and the sharing of information necessary for creativity.
C) A lack of trust between employees and managers is often symptomatic of more widespread
problems.
D) Positive attitudes and positive work moods have no affect on the level of trust one
experiences.
Answer: D
Diff: 2
Page Ref: 75
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Appreciate when and why emotional labor occurs in organizations
120) ________ is the collection of feelings and beliefs that people have about their current jobs.
A) Organizational commitment
B) Job satisfaction
C) Intrinsic motivation
D) Work valuation
Answer: B
Diff: 1
Page Ref: 76
Topic: Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
121) The level of job satisfaction that a person experiences is LEAST LIKELY affected by the
________.
A) feelings that a person has
B) way that a person looks
C) influence that others have on the person
D) tasks a person is asked to perform
Answer: B
Diff: 2
Page Ref: 76
Topic: Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
29
122) A worker with strong ________ is more likely to be satisfied with a job that is interesting
and personally meaningful, even if it requires long hours and does not pay well.
A) extrinsic work values
B) intrinsic work values
C) social work values
D) economic work values
Answer: B
Diff: 2
Page Ref: 78
Topic: Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
123) Any aspect of the job and the employing organization is considered to be part of the
________.
A) work environment
B) work-life paradigm
C) work situation
D) work atmosphere
Answer: C
Diff: 2
Page Ref: 78
Topic: Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
124) What BEST describes the relationship between workplace dissatisfaction and change in the
work environment?
A) Workplace dissatisfaction is unrelated to positive change in the work environment.
B) Workplace dissatisfaction always results in negative change in the work environment.
C) Workplace dissatisfaction results in negative change if the job is highly skilled.
D) Workplace dissatisfaction results in positive change when the organization is supportive.
Answer: D
Diff: 2
Page Ref: 78
Topic: Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
125) Which of the following is NOT an example of a social influence?
A) a coworker complaining about her job at lunch
B) a church group focused on the development of self-confidence
C) genetic characteristics of superior hearing and near-sightedness
D) cultural characteristics emphasizing the importance of diligence
Answer: C
Diff: 1
Page Ref: 79
Topic: Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
126) The ________ focuses primarily on work situation factors by breaking a job into its
30
component elements.
A) discrepancy model
B) facet model
C) motivator-hygiene theory
D) steady-state theory
Answer: B
Diff: 2
Page Ref: 80
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
127) The facet model forces managers and researchers to recognize that ________.
A) jobs affect employees in limited ways
B) jobs affect employees in multiple ways
C) jobs do not affect employees
D) jobs and employees affect each other in multiple ways
Answer: B
Diff: 2
Page Ref: 80
Topic: Theories of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
128) Employers' attempts to develop "family-friendly" policies and benefits are an effort to
________.
A) reduce governmental regulation
B) appeal to all employees' motivator needs
C) reduce insurance costs
D) address an important job facet for many employees
Answer: D
Diff: 2
Page Ref: 80
Topic: Theories of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
129) Herzberg's theory of job satisfaction proposes that every worker has two sets of
requirements, which are ________.
A) positive and negative affectivity
B) implicit and explicit work values
C) motivator and hygiene needs
D) extrinsic and intrinsic work values
Answer: C
Diff: 1
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
130) ________ are associated with the actual work itself and how challenging it is.
A) Workplace needs
31
B) Motivator needs
C) Hygiene needs
D) Psychological needs
Answer: B
Diff: 1
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
131) Motivator needs are satisfied by all of the following EXCEPT ________.
A) interesting work
B) pleasant surroundings
C) autonomy on the job
D) responsibility
Answer: B
Diff: 2
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
132) Which of the following is NOT a facet of a hygiene need?
A) supervision of work
B) pay for work
C) security at work
D) processes of work
Answer: D
Diff: 2
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
133) According to Herzberg, when a worker's hygiene needs are met, he ________.
A) will be satisfied
B) will not be satisfied
C) will be dissatisfied
D) will not be dissatisfied
Answer: D
Diff: 3
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
32
134) According to Herzberg, in which instance could an employee experience both job
satisfaction and job dissatisfaction at the same time?
A) when the job is monotonous and the pay is low
B) when the job is interesting and the pay is low
C) when the job is exciting and the pay is high
D) when the job is pleasant and the pay is high
Answer: B
Diff: 2
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
135) According to ________, college graduates are likely to experience job dissatisfaction when
their new positions fail to meet their high hopes.
A) Motivation-hygiene theory
B) Discrepancy model
C) Facets model
D) Divergence model
Answer: B
Diff: 2
Page Ref: 82
Topic: Theories of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
136) The steady-state theory of job satisfaction suggests that each individual has a typical
amount of job satisfaction, sometimes called the ________.
A) balance point
B) equivalence level
C) equity state
D) equilibrium level
Answer: D
Diff: 1
Page Ref: 83
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
137) The opinion that some people are usually happy at their jobs while others are usually
discontent supports the ________ of job satisfaction.
A) discrepancy model
B) critical incidents theory
C) facet model
D) steady-state theory
Answer: D
Diff: 2
Page Ref: 82
Topic: Theories of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
138) A study found that identical twins with similar upbringings had very different levels of job
33
satisfaction when jobs were similar. This finding would LEAST support the _____ of job
satisfaction?
A) facet model
B) steady-state theory
C) discrepancy model
D) motivator-hygiene theory
Answer: B
Diff: 3
Page Ref: 83
Topic: Values, Attitudes, and Moods and Emotions
Skill: critical thinking
Objective: Describe the nature, causes, theories and consequences of job satisfaction
139) A manager implements new policies designed to make employees' work experience as
favorable as possible. According to the steady-state theory, the manager should expect that
________.
A) the policies will have a lasting impact on 80% of the employees
B) the policies will make no difference at all
C) eventually all employees will find work as pleasant as they have typically found it
D) eventually the policies will work and all employees will find their work experiences to be
favorable
Answer: C
Diff: 2
Page Ref: 83
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
140) The opinion that employees will be satisfied with their jobs as long as their needs are met in
areas they deem important supports the ________ of job satisfaction.
A) steady-state model
B) discrepancy theory
C) personality model
D) facet model
Answer: D
Diff: 2
Page Ref: 80
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
34
141) Which of the following statements BEST explains why work attitude has little relationship
to job performance?
A) Most workers are highly ethical people who always strive to do their best in the workplace.
B) Organizations develop rules and procedures that employees are expected to follow.
C) Too little research has focused on this question to have a credible answer.
D) Work attitude changes from day to day.
Answer: B
Diff: 2
Page Ref: 84
Topic: Potential Consequences of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
142) Meghan Tull is the chief operator of a computer facility for a large company and also a
single mother of two children. The facility processes customer billing, so stringent regulations
and procedures must be followed to the letter. Because she was denied a promotion, she has
become dissatisfied with her job. Her dissatisfaction will MOST LIKELY result in ________.
A) her job performance dramatically dropping
B) increased errors in customer billing
C) no significant change in job performance
D) changes in Meghan's personality
Answer: C
Diff: 3
Page Ref: 84
Topic: Potential Consequences of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
143) Research has shown that the association between job satisfaction and job performance is
________.
A) decreasing due to the increasing number of baby-busters
B) stronger for men than for women
C) not meaningful
D) higher in unionized settings
Answer: C
Diff: 2
Page Ref: 84
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
35
144) An employee's ability to go to work is affected by all of the following EXCEPT ________.
A) family responsibilities
B) attendance policies
C) illness and accidents
D) transportation problems
Answer: B
Diff: 2
Page Ref: 85
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
145) The relationship between turnover and job satisfaction is relatively weak MOST LIKELY
because ________.
A) there is no way to measure the job satisfaction of employees once they have left
B) some dissatisfied workers may use turnover as a temporary form of withdrawal and decide to
stay
C) some satisfied workers eventually move on to other organizations
D) the decision to quit is usually made in a moment of anger
Answer: C
Diff: 3
Page Ref: 85
Topic: Potential Consequences of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
146) The first step listed in Mobley's model of the turnover process is to ________.
A) evaluate the benefits of quitting
B) think of quitting
C) decide to quit
D) experience job dissatisfaction
Answer: D
Diff: 2
Page Ref: 86
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
147) In Mobley's model of the turnover process, the stage immediately following "thinking of
quitting" is ________.
A) job satisfaction experienced
B) intention to search for alternatives
C) evaluation of benefits and costs of quitting
D) intention to quit
Answer: C
Diff: 2
Page Ref: 86
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
148) Which of the following is NOT a potential benefit of employee turnover?
36
A) introduction of new ideas into the organization
B) reduction of the size of the organization
C) provision of advancement opportunities
D) additional training and recruitment
Answer: D
Diff: 2
Page Ref: 85
Topic: Potential Consequences of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
149) An example of organizational citizenship behavior is an employee who ________.
A) pays his or her city taxes
B) performs assigned duties dependably
C) helps coworkers with difficult assignments
D) agrees to work mandatory overtime
Answer: C
Diff: 2
Page Ref: 87
Topic: Potential Consequences of Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
150) The following four employees all feel committed to the organization they work for. Jennifer
feels it will be difficult to find a similar pension plan she has at another job. Mark has a high
level of seniority at his current job. James feels his organization makes great contributions to the
community. Susan wants to ensure her family receives medical insurance. Based on this
information, who is the MOST likely to display organizational citizenship behavior?
A) Mark
B) Jennifer
C) James
D) Susan
Answer: C
Diff: 2
Page Ref: 87, 88
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
37
151) Which of the following BEST display an organizational citizenship behavior?
A) A new accountant decides to take an advanced accounting class to improve her skills at the
firm.
B) An advertising executive works longer hours to meet a tight deadline.
C) The HR department at a green company participates in a mandatory community cleanup.
D) A manager trains his assistant on the company's new database management system because
he is required to do so.
Answer: A
Diff: 2
Page Ref: 87
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
152) Employee well-being is BEST described as ________.
A) the level of job satisfaction an employee experiences
B) the ability of the employee to maintain a work/life balance
C) how happy, healthy, and prosperous employees are
D) how much job security an employee has
Answer: C
Diff: 2
Page Ref: 87
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
153) Organizational commitment is a person's attitudes towards ________.
A) his or her specific job
B) his or her department
C) his or her entire company
D) his or her supervisor
Answer: C
Diff: 1
Page Ref: 88
Topic: Organizational Commitment
Skill: conceptual
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
38
154) ________ commitment exists when workers are committed not so much because they want
to be but because they have to be.
A) Affective
B) Cognitive
C) Continuance
D) Negligent
Answer: C
Diff: 2
Page Ref: 88
Topic: Organizational Commitment
Skill: conceptual
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
155) Continuance commitment exists when ________.
A) employees plan to leave the company in the near future
B) workers are happy to be members of the organization
C) costs of leaving the organization are too high
D) employees intend to do what is good for the organization
Answer: C
Diff: 2
Page Ref: 88
Topic: Organizational Commitment
Skill: conceptual
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
156) Which of the following strategies would LEAST LIKELY promote affective commitment?
A) ask employees to vote on a worthy cause and then donate proceeds
B) encourage employees to volunteer in local charitable organizations, once a month
C) ask employees to sign non-compete agreements
D) support environmental causes
Answer: C
Diff: 2
Page Ref: 88
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
39
157) Who is LEAST LIKELY to have organizational commitment?
A) Jane recently accepted a sales position at a surf shop. Even though she was offered a higher
paying position elsewhere, she accepted the surf shop job because it had a community volunteer
program.
B) Martha, a single mother, hates her high-paying manager position at a Fortune 500 company.
C) Jason is a highschool student who works with a home improvement company on weekends to
make extra cash.
D) Alex can live at home and have all of his expenses covered by his millionaire parents or work
at the family corporation until he is 30, at which time he will be awarded his trust fund. Alex has
opted to "earn" his trust fund so that he doesn't have to rely so much on his family.
Answer: C
Diff: 2
Page Ref: 88
Topic: Organizational Commitment
Skill: application
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
158) ________ exists when employees are happy to be members of an organization.
A) Affective commitment
B) Continuance commitment
C) Escalation of commitment
D) Codependent commitment
Answer: A
Diff: 1
Page Ref: 88
Topic: Organizational Commitment
Skill: conceptual
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
159) ________ exists when employees stay with an organization because the costs of leaving it
are too great.
A) Affective commitment
B) Continuance commitment
C) Escalation of commitment
D) Codependent commitment
Answer: B
Diff: 1
Page Ref: 88
Topic: Organizational Commitment
Skill: conceptual
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
40
160) Which of the following is an employee with affective commitment LEAST likely to do?
A) be late for work
B) perform OCBs
C) quit their job
D) take days off
Answer: C
Diff: 2
Page Ref: 88
Topic: Organizational Commitment
Skill: application
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
161) When affective commitment is high, ________.
A) employees are not expected to go above and beyond the call of duty
B) employees are likely to perform OCBs
C) employees are less satisfied on the job
D) employees perform OCBs only when asked to do so
Answer: B
Diff: 2
Page Ref: 89
Topic: Organizational Commitment
Skill: conceptual
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
41
162) You are working a part-time job at an ice cream restaurant while attending college. This job
provides you with an opportunity to observe your coworkers, Bert and Ernie. Bert does not
necessarily enjoy the work, but he appreciates that the job allows him to meet women and
increase his opportunity for dates. Ernie always seems to be making a game out of the work,
trying to see how many customers he can serve in an hour without making a mistake, how many
tables he can clean in five minutes, or if he can learn how to make a new ice cream treat. These
"games" are what makes Ernie enjoy this particular job, although he also admits he needs to
work to earn the money to stay in school. Explain the job values you see demonstrated by Bert
and Ernie, being sure to define the organizational behavior terms you use in your explanation.
Answer: Work values are a worker's individual convictions about what outcomes one should
expect to obtain from work and how one should behave at work. Bert is apparently motivated by
extrinsic work values. Extrinsic work values are work values related to the consequences of
work. Bert works because of the social contacts provided by the job. Other extrinsic work values
include working to earn money, to enjoy a job's status in an organization, or to enable the worker
to do nonwork activities such as pursue a hobby or spend time with family.
Ernie's "games" are signs of intrinsic work values. Intrinsic work values are work values that are
related to the nature of the work itself. Ernie's desires to be challenged and to learn new things
allow him to use all of his skills and to provide opportunity for personal growth. Ernie's
admission that part of the reason he works is because of the money, an extrinsic work value,
demonstrates that workers can have both intrinsic and extrinsic work values.
Diff: 3
Page Ref: 68
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
163) What is a code of ethics? How does the Sarbanes-Oxley Act of 2002 relate to ethics?
Answer: A code of ethics is the set of formal rules and standards, based on ethical values and
beliefs about what is right and wrong, that employees can use to make appropriate decisions
when the interests of other individuals or groups are at stake. The Sarbanes-Oxley Act of 2002
has dramatically increased the reporting and accountability obligations of public companies and
requires independence on the part of a company's audit committees. Moreover, the act requires
that an organization must enact a code of ethics and mandates strict adherence to it. The act also
requires that organizations have ethics programs in place.
Diff: 3
Page Ref: 69
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature of work values and ethical values and why they are critically
important in organizations.
42
164) You are a new manager at Acme, Inc. You are quietly taking a break one day when two of
your fellow managers ask you about a recent magazine article they had read. The article
mentions work attitudes, job satisfaction, and organizational commitment. Your two colleagues
are not familiar with these terms and have asked you, as a recent college graduate, to explain
those terms to them. They are also curious about what components compose work attitudes and
how those components are related to each other. How would you briefly explain these issues to
them?
Answer: Work attitudes are collections of feelings, beliefs, and thoughts that people hold about
how to behave in their jobs and organizations. Job satisfaction is the collection of feelings and
beliefs that people have about their current jobs. Organizational commitment is the collection of
feelings and beliefs that people have about the organization as a whole.
Both job satisfaction and organizational commitment are work attitudes, and work attitudes are
made up of three components:
∙ The affective component is the worker's feelings about his or her job.
∙ The cognitive component is the worker's beliefs about the job or organization.
∙ The behavioral component is the worker's thoughts about how to behave in his or her job or
organization.
Each component of a work attitude influences and tends to be consistent with the other
components.
Diff: 3
Page Ref: 71-73
Topic: Values, Attitudes, and Moods and Emotions
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
165) Define and discuss the term "workplace incivility."
Answer: Workplace incivility can be defined as rude interpersonal behaviors reflective of a lack
of regard and respect for others. Such behavior may be on the rise, which can lead to more
negative moods being experienced by organizational members. The increasing use of email and
phone conversations in place of face-to-face communications, mounting workloads, and
pressures on many employees have resulted in some managers and employees being uncivil to
each other and just plain rude. Office incivility can range from ignoring a coworker or
subordinate, making rude comments, or never having the time for even a brief conversation to
raising one's voice, being sarcastic, refusing requests for help, and verbal belittlement. When
organizational members are uncivil toward each other, there can be potentially numerous
negative consequences, in addition to the recipients of such behavior feeling bad, such as
reduced job satisfaction and lower organizational effectiveness.
Diff: 3
Page Ref: 72
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Understand why it is important to understand employees' moods and emotions.
43
166) What is emotional labor?
Answer: Emotional labor is the work that employees perform to control their experience and
expression of moods and emotions on the job. Emotional labor is governed by display rules. The
two types of display rules are feeling rules (which dictate appropriate and inappropriate feelings
for a particular setting) and expression rules (which dictate what emotions should be expressed
and how they should be expressed in a particular setting).
Diff: 3
Page Ref: 73
Topic: Values, Attitudes, and Moods and Emotions
Skill: conceptual
Objective: Appreciate when and why emotional labor occurs in organizations
167) You are at a family reunion when your opinionated cousin Robin learns you are in a class
on organizational behavior. Robin tells you that "happy employees are productive employees"
and that it is a manager's job to be sure all employees are satisfied with their jobs. Before you
discuss the connection between job satisfaction and job performance with your cousin, you
decide to respond by reviewing what job satisfaction is and what factors affect the level of job
satisfaction. Briefly explain how you would accomplish this.
Answer: Job satisfaction is the collection of feelings and beliefs that people have about their
current jobs. The satisfaction an individual worker experiences is affected by four factors:
personality, values, the work situation, and social influences.
Personality is the enduring ways a person has of feeling, thinking, and behaving. Someone high
on extraversion is likely to have a higher level of job satisfaction than a person who is low on
this trait.
Values, such as intrinsic and extrinsic work values, also affect job satisfaction. Workers with
intrinsic work values seek satisfaction from the nature of the work itself, whereas workers with
extrinsic work values equate satisfaction with whether the consequences of the job (pay, status,
etc.) are satisfactory.
The work situation includes the tasks the worker performs; the worker's coworkers, subordinates,
and supervisors; and the worker's environment and how the organization treats the worker
(hours, job security, and benefits). The more pleasant the tasks, coworkers, environment, and job
conditions, the more satisfied the worker.
Social influence—the influence that individuals or groups have on the person's attitudes and
behaviors—is also a factor. How coworkers, family, religious groups, or cultures perceive a job
can also influence whether a worker is satisfied with the job.
Research has found that job satisfaction is not significantly connected to job performance. This
lack of association between performance and job satisfaction is understandable when one
considers that workers may not be free to vary their behaviors and that workers' attitudes may
not be critical to their work behavior.
Diff: 3
Page Ref: 76-79
Topic: Job Satisfaction
Skill: application
Objective: Describe the nature, causes, theories and consequences of job satisfaction
168) Briefly describe the facet model of job satisfaction
44
Answer: The facet model of job satisfaction breaks a job into several component elements or
facets and looks at how satisfied the worker is with each facet. Overall job satisfaction is
determined by summing a worker's satisfaction with each facet of the job. The facet model is
useful because it forces managers and researchers to recognize that jobs affect employees in
multiple ways.
Diff: 3
Page Ref: 80
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
169) Briefly describe Herzberg's motivator-hygiene theory of job satisfaction.
Answer: Herzberg's motivator-hygiene theory of job satisfaction proposes that every worker has
both motivator needs and hygienic needs. Motivator needs are related to the work itself and
include interesting work and responsibility. Hygienic needs are associated with the physical and
psychological context surrounding the work and include physical working conditions and job
security. If motivator needs are met, workers will be satisfied. If motivator needs are not met,
workers will not be satisfied. If hygienic factors are not met, the worker is dissatisfied. If
hygienic factors are met, the worker is not dissatisfied.
Diff: 3
Page Ref: 81
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
170) Briefly describe the discrepancy model of job satisfaction.
Answer: The discrepancy model of job satisfaction is based on a simple idea: To determine how
satisfied a worker is with his or her job, and how he or she compares the job to some ideal job.
This ideal job could be what one thinks the job should be like, what one expected the job to be
like, what one wants from a job, or what one's former job was like. According to the discrepancy
model of job satisfaction, when an employee's expectations about the ideal job are high, and
when these expectations are not met, he or she will be dissatisfied.
Diff: 3
Page Ref: 82
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
171) Briefly describe the steady-state theory of job satisfaction.
Answer: The steady-state theory of job satisfaction proposes that each worker has a
characteristic level of job satisfaction called the equilibrium level. Different situations or work
events may temporarily move a worker from this equilibrium level, but the worker will
eventually return to it.
Diff: 3
Page Ref: 83
Topic: Theories of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
45
172) Does job satisfaction affect job performance? Explain!
Answer: Intuitively, most people believe that job satisfaction is positively associated with job
performance. Surprisingly, the results of research indicate that job satisfaction is not strongly
related to job performance; at best, there is a very weak positive relationship. One recent review
of the many studies conducted in this area concluded that levels of job satisfaction accounted for
only about two percent of the differences in performance levels across employees in the studies
reviewed. For all practical purposes, then, we can conclude that job satisfaction is not
meaningfully associated with job performance.
Diff: 3
Page Ref: 84
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
173) Discuss Bill Mobley's model of the turnover process.
Answer: According to Mobley's model of turnover, job satisfaction triggers the whole turnover
process. Employees who are very satisfied with their jobs may never even think about quitting;
for those who are dissatisfied, it is the dissatisfaction that starts them thinking about quitting. At
this point, the individual evaluates the benefits of searching for a new job versus the costs of
quitting. On the basis of this cost/benefit evaluation, the individual may decide to search for
alternative jobs. The person evaluates and compares these alternatives to the current job and then
develops an intention to quit or stay. The intention to quit eventually leads to turnover behavior.
Diff: 3
Page Ref: 86
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
46
174) Discuss the following statement: Turnover is a behavior that needs to be managed but not
necessarily reduced or eliminated.
Answer: There are certainly costs to turnover, such as the costs of hiring and training
replacement employees. In addition, turnover often causes disruptions for existing members of
an organization; it may result in delays on important projects; and it can cause problems when
employees who quit are members of teams.
Although these and other costs of turnover can be significant, turnover can also have certain
benefits for organizations. First, whether turnover is a cost or benefit depends on who is leaving.
If poor performers are quitting and good performers are staying, this is an ideal situation, and
managers may not want to reduce levels of turnover. Second, turnover can result in the
introduction of new ideas and approaches if the organization hires newcomers with new ideas to
replace employees who have left. Third, turnover can be a relatively painless and natural way to
reduce the size of the workforce through attrition, the process through which people leave an
organization of their own free will. Attrition can be an important benefit of turnover in lean
economic times because it reduces the need for organizations to downsize their workforces.
Finally, for organizations that promote from within, turnover in the upper ranks of the
organization frees up some positions for promotions of lower-level members.
Diff: 3
Page Ref: 85
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
175) Research has shown that there is a relationship between job satisfaction and organizational
citizenship behavior (OCB). Briefly discuss this relationship.
Answer: Job satisfaction influences organizational citizenship behavior. Organizational
citizenship behavior is not required of organizational members, but it is necessary for
organizational survival and effectiveness. Satisfied workers are more likely to perform
organizational citizenship behaviors because they want to give something back to an
organization that has treated them well.
Diff: 3
Page Ref: 85
Topic: Potential Consequences of Job Satisfaction
Skill: conceptual
Objective: Describe the nature, causes, theories and consequences of job satisfaction
47
176) Define organizational commitment and identify the two distinct types of organizational
commitment.
Answer: Organizational commitment relates to feelings and beliefs about the employing
organization as a whole. Researchers have identified two distinct types of organizational
commitment: affective commitment and continuance commitment. Affective commitment exists
when employees are happy to be members of the organization, they believe in and feel good
about the organization and what it stands for, they are attached to the organization, and they
intend to do what is good for the organization. Continuance commitment exists when employees
are committed not so much because they want to be but because they have to be; that is, the costs
of leaving the organization are too great.
Diff: 3
Page Ref: 88
Topic: Organizational Commitment
Skill: conceptual
Objective: Appreciate the distinction between affective commitment and continuance
commitment and their implications for understanding organizational behavior.
48