TEST BANK For Service Management: Operations,
Strategy, Information Technology 10th Edition 2024 By
Sanjeev Bordoloi
The definition of motivation has three key elements: energy, direction, and
persistence. T/F - ANSWER: True
According to Maslow's hierarchy of needs theory, lower-order needs are
predominantly satisfied internally while higher-order needs are satisfied externally.
T/F - ANSWER: False
According to Maslow's hierarchy of needs theory, once a need is substantially
satisfied, an individual is no longer motivated to satisfy that need. T/F - ANSWER:
True
Joseph, a line manager at a plant, believes that his workers have little drive and will
not work unless pushed by him. Therefore, he closely monitors and controls their
work and pulls up those who do not meet his standards. Joseph is a Theory Y
manager. T/F - ANSWER: False
Research clearly indicates that the Theory Y manager is more effective in motivating
employees than the Theory X manager. T/F - ANSWER: False
Frederick Herzberg found that when employees were dissatisfied, they tended to
cite extrinsic factors arising from the job context such as company policy and
administration, supervision, interpersonal relationships, and working conditions. T/F
- ANSWER: True
People with a high need for achievement strive for the trappings and rewards of
success rather than for personal achievement. T/F - ANSWER: False
According to the goal-setting theory, a generalized goal of "do your best" will
produce a higher output than specific, challenging goals. T/F - ANSWER: False
Due to its emphasis on objectivity and specificity, the goal-setting theory holds
across cultures. T/F - ANSWER: False
Managers using reinforcement theory to motivate employees should ignore, not
punish, undesirable behavior. T/F - ANSWER: True
The term job design refers to the way tasks are combined to form complete jobs. T/F
- ANSWER: True
, Making jobs smaller and more specialized is the most effective way of motivating
employees. T/F - ANSWER: False
Job enlargement refers to the horizontal expansion of a job by increasing job scope.
T/F - ANSWER: True
An enriched job allows workers to do an entire activity with increased freedom,
independence, and responsibility. T/F - ANSWER: True
In the job characteristics model, task significance refers to the degree to which a job
requires completion of a whole and identifiable piece of work. T/F - ANSWER: False
According to the job characteristics model, combining fragmented tasks will help
increase skill variety and task identity. T/F - ANSWER: True
Recent research shows that distributive justice has a greater influence on employee
satisfaction than procedural justice. T/F - ANSWER: True
Research indicates that the desire for interesting work is important to almost all
workers, regardless of national culture. T/F - ANSWER: True
When considering how to motivate employees, it must be kept in mind that
professionals tend to be focused on their work as their central life interest, whereas
nonprofessionals typically have other interests outside of work that can compensate
for needs not met on the job. T/F - ANSWER: True
Research indicates that, for the most part, pay-for-performance programs show
positive results. T/F - ANSWER: True
The ________ element in the definition of motivation is a measure of intensity,
drive, and vigor. - ANSWER: Energy
The hierarchy of needs theory of motivation was proposed by ________, a
psychologist who proposed that within every person is a hierarchy of five needs. -
ANSWER: Abraham Maslow
In Maslow's hierarchy of needs theory, ________ needs form the lowest or
foundational step in the hierarchy. - ANSWER: Physiological
According to Maslow's hierarchy of needs theory, when an employer provides his
employees health insurance, he is taking care of their ________ needs. - ANSWER:
Safety
In the context of Maslow's hierarchy of needs theory, when a company has a space
where employees can meet during breaks and catch up with each other, the
company is taking care of the employees' ________ needs. - ANSWER: Social
Strategy, Information Technology 10th Edition 2024 By
Sanjeev Bordoloi
The definition of motivation has three key elements: energy, direction, and
persistence. T/F - ANSWER: True
According to Maslow's hierarchy of needs theory, lower-order needs are
predominantly satisfied internally while higher-order needs are satisfied externally.
T/F - ANSWER: False
According to Maslow's hierarchy of needs theory, once a need is substantially
satisfied, an individual is no longer motivated to satisfy that need. T/F - ANSWER:
True
Joseph, a line manager at a plant, believes that his workers have little drive and will
not work unless pushed by him. Therefore, he closely monitors and controls their
work and pulls up those who do not meet his standards. Joseph is a Theory Y
manager. T/F - ANSWER: False
Research clearly indicates that the Theory Y manager is more effective in motivating
employees than the Theory X manager. T/F - ANSWER: False
Frederick Herzberg found that when employees were dissatisfied, they tended to
cite extrinsic factors arising from the job context such as company policy and
administration, supervision, interpersonal relationships, and working conditions. T/F
- ANSWER: True
People with a high need for achievement strive for the trappings and rewards of
success rather than for personal achievement. T/F - ANSWER: False
According to the goal-setting theory, a generalized goal of "do your best" will
produce a higher output than specific, challenging goals. T/F - ANSWER: False
Due to its emphasis on objectivity and specificity, the goal-setting theory holds
across cultures. T/F - ANSWER: False
Managers using reinforcement theory to motivate employees should ignore, not
punish, undesirable behavior. T/F - ANSWER: True
The term job design refers to the way tasks are combined to form complete jobs. T/F
- ANSWER: True
, Making jobs smaller and more specialized is the most effective way of motivating
employees. T/F - ANSWER: False
Job enlargement refers to the horizontal expansion of a job by increasing job scope.
T/F - ANSWER: True
An enriched job allows workers to do an entire activity with increased freedom,
independence, and responsibility. T/F - ANSWER: True
In the job characteristics model, task significance refers to the degree to which a job
requires completion of a whole and identifiable piece of work. T/F - ANSWER: False
According to the job characteristics model, combining fragmented tasks will help
increase skill variety and task identity. T/F - ANSWER: True
Recent research shows that distributive justice has a greater influence on employee
satisfaction than procedural justice. T/F - ANSWER: True
Research indicates that the desire for interesting work is important to almost all
workers, regardless of national culture. T/F - ANSWER: True
When considering how to motivate employees, it must be kept in mind that
professionals tend to be focused on their work as their central life interest, whereas
nonprofessionals typically have other interests outside of work that can compensate
for needs not met on the job. T/F - ANSWER: True
Research indicates that, for the most part, pay-for-performance programs show
positive results. T/F - ANSWER: True
The ________ element in the definition of motivation is a measure of intensity,
drive, and vigor. - ANSWER: Energy
The hierarchy of needs theory of motivation was proposed by ________, a
psychologist who proposed that within every person is a hierarchy of five needs. -
ANSWER: Abraham Maslow
In Maslow's hierarchy of needs theory, ________ needs form the lowest or
foundational step in the hierarchy. - ANSWER: Physiological
According to Maslow's hierarchy of needs theory, when an employer provides his
employees health insurance, he is taking care of their ________ needs. - ANSWER:
Safety
In the context of Maslow's hierarchy of needs theory, when a company has a space
where employees can meet during breaks and catch up with each other, the
company is taking care of the employees' ________ needs. - ANSWER: Social
