Question 1

Which of the following proposes that job satisfaction has a positive effect on customer service, which flows on to shareholder financial returns?

Accepted Answer

A) EVLN model 
B) Service profit chain model 
C) Emotional intelligence model 
D) MARS model 
E) EI-Based Theory of Performance 
A) EVLN model 
B) Service profit chain model 
C) Emotional intelligence model 
D) MARS model 
E) EI-Based Theory of Performance

Question 2

Most often, people reduce cognitive dissonance by:

Accepted Answer

A) Reversing the decision that caused the dissonance. 
B) Seeking out the negative aspects of the decision and highlight them. 
C) Pretending there were no alternatives to the decision. 
D) Developing more favorable attitudes toward specific features of the decision. 
E) There is no way to reduce cognitive dissonance. 
A) Reversing the decision that caused the dissonance. 
B) Seeking out the negative aspects of the decision and highlight them. 
C) Pretending there were no alternatives to the decision. 
D) Developing more favorable attitudes toward specific features of the decision. 
E) There is no way to reduce cognitive dissonance.

Question 3

Which of the following tends to result in increased continuance commitment?

Accepted Answer

A) Corporate leaders demonstrate increasing trust in employees. 
B) The company helps employees learn more about the organization through departmental visits and special seminars on company products. 
C) Employees receive low interest loans and other incentives from their employer that make it costly for them to quit. 
D) The company introduces a participative management program to motivate the employees. 
E) The company gives strong opportunities for learning new skills to employees. 
A) Corporate leaders demonstrate increasing trust in employees. 
B) The company helps employees learn more about the organization through departmental visits and special seminars on company products. 
C) Employees receive low interest loans and other incentives from their employer that make it costly for them to quit. 
D) The company introduces a participative management program to motivate the employees. 
E) The company gives strong opportunities for learning new skills to employees.

Question 4

Work practices such as flexible and restricted work hours increase work-related stress.

Accepted Answer

A) True 
 B)False

Question 5

Jiana is a flight attendant for a large airline.She exclusively works a long flight from Japan to New York, and is expected to constantly maintain a positive attitude no matter what situation arises.Over the years, Jiana has noticed that when dealing with Americans, emotions tend to run higher and she often feels frustrated as opposed to Japanese flyers who tend to be more reserved in stressful or unhappy situations.If Jiana wants to reduce the amount of psychological damage caused by the emotional dissonance her job creates she should:

Accepted Answer

A) engage in surface acting. 
B) engage in deep acting. 
C) take acting lessons. 
D) see a psychologist. 
E) get more training. 
A) engage in surface acting. 
B) engage in deep acting. 
C) take acting lessons. 
D) see a psychologist. 
E) get more training.

Question 6

Opportunities for employee involvement and increased social identity with the organization would increase the continuance commitment of employees.

Accepted Answer

A) True 
 B)False

Question 7

Moods represent our reaction to specific people or events, whereas emotions are not directed toward anything in particular.

Accepted Answer

A) True 
 B)False

Question 8

Research suggests that people with high levels of emotional intelligence are better at all of the following EXCEPT:

Accepted Answer

A) personal relations. 
B) job interviews. 
C) working without social interaction. 
D) emotional labor. 
E) leadership. 
A) personal relations. 
B) job interviews. 
C) working without social interaction. 
D) emotional labor. 
E) leadership.

Question 9

One way companies can increase the emotional intelligence of their employees is by:

Accepted Answer

A) EI profiling. 
B) the EIEIO method. 
C) EI scores. 
D) EI training. 
E) There is no way for a company to increase EI in employees. 
A) EI profiling. 
B) the EIEIO method. 
C) EI scores. 
D) EI training. 
E) There is no way for a company to increase EI in employees.

Question 10

Stress is best described as:

Accepted Answer

A) the physiological disorders we experience from adverse environmental conditions. 
B) an adaptive response to a situation that is perceived as challenging or threatening to the person's well-being. 
C) a series of events that cause emotional exhaustion and cynicism towards customers. 
D) environmental conditions that place a physical or emotional demand on the person. 
E) a behavior pattern of people with low risk of heart disease. 
A) the physiological disorders we experience from adverse environmental conditions. 
B) an adaptive response to a situation that is perceived as challenging or threatening to the person's well-being. 
C) a series of events that cause emotional exhaustion and cynicism towards customers. 
D) environmental conditions that place a physical or emotional demand on the person. 
E) a behavior pattern of people with low risk of heart disease.

Question 11

Emotional labor is higher in jobs requiring:

Accepted Answer

A) limited hours of routine work. 
B) working in irregular shifts. 
C) working in isolation. 
D) frequent interaction with clients. 
E) skilled knowledge such as accounting. 
A) limited hours of routine work. 
B) working in irregular shifts. 
C) working in isolation. 
D) frequent interaction with clients. 
E) skilled knowledge such as accounting.

Question 12

According to the exit-voice-loyalty-neglect model, some unsatisfied employees engage in "voice" by constructively recommending solutions to the source of their dissatisfaction.

Accepted Answer

A) True 
 B)False

Question 13

The emotional intelligence of an individual tends to increase with age.

Accepted Answer

A) True 
 B)False

Question 14

Emotions generate a core affect that something is good or bad, helpful or harmful, to be approached or avoided.

Accepted Answer

A) True 
 B)False

Question 15

The degree of physiological, psychological, and behavioral deviation from healthy functions is known as:

Accepted Answer

A) eustress. 
B) stress. 
C) distress. 
D) malstress. 
E) abstress. 
A) eustress. 
B) stress. 
C) distress. 
D) malstress. 
E) abstress.

Question 16

The concept of affective organizational commitment includes:

Accepted Answer

A) a calculative attachment to the organization. 
B) an employee who is motivated to stay because leaving would be costly. 
C) an emotional attachment with the organization. 
D) selfish behavior within the organization. 
E) perceiving loss of social costs. 
A) a calculative attachment to the organization. 
B) an employee who is motivated to stay because leaving would be costly. 
C) an emotional attachment with the organization. 
D) selfish behavior within the organization. 
E) perceiving loss of social costs.

Question 17

Which of these statements represents the feelings dimension of attitudes?

Accepted Answer

A) I don't like how my boss treats his employees. 
B) I want to transfer out of this department to get away from this manager. 
C) My supervisor berates his employees in public. 
D) I intend to tell the human resource manager that my supervisor should be demoted. 
E) I believe the current actions of the company will increase its competitiveness. 
A) I don't like how my boss treats his employees. 
B) I want to transfer out of this department to get away from this manager. 
C) My supervisor berates his employees in public. 
D) I intend to tell the human resource manager that my supervisor should be demoted. 
E) I believe the current actions of the company will increase its competitiveness.

Question 18

Emotional dissonance occurs when two or more people with notable differences in emotional intelligence interact with each other.

Accepted Answer

A) True 
 B)False

Question 19

Emotions are communications to ourselves, which serve to put us in a state of readiness.

Accepted Answer

A) True 
 B)False

Question 20

Employees can minimize the stress from emotional labor by actually changing their emotions to match the job requirements (deep acting), rather than displaying emotions contrary to their true emotions (surface acting).

Accepted Answer

A) True 
 B)False

Which of the following proposes that job satisfaction has a positive effect on customer service, which flows on to shareholder financial returns?

Most often, people reduce cognitive dissonance by:

Which of the following tends to result in increased continuance commitment?

Work practices such as flexible and restricted work hours increase work-related stress.

Opportunities for employee involvement and increased social identity with the organization would increase the continuance commitment of employees.

Moods represent our reaction to specific people or events, whereas emotions are not directed toward anything in particular.

Research suggests that people with high levels of emotional intelligence are better at all of the following EXCEPT:

One way companies can increase the emotional intelligence of their employees is by:

Stress is best described as:

Emotional labor is higher in jobs requiring:

According to the exit-voice-loyalty-neglect model, some unsatisfied employees engage in "voice" by constructively recommending solutions to the source of their dissatisfaction.

The emotional intelligence of an individual tends to increase with age.

Emotions generate a core affect that something is good or bad, helpful or harmful, to be approached or avoided.

The degree of physiological, psychological, and behavioral deviation from healthy functions is known as:

The concept of affective organizational commitment includes:

Which of these statements represents the feelings dimension of attitudes?

Emotional dissonance occurs when two or more people with notable differences in emotional intelligence interact with each other.

Emotions are communications to ourselves, which serve to put us in a state of readiness.

Employees can minimize the stress from emotional labor by actually changing their emotions to match the job requirements (deep acting), rather than displaying emotions contrary to their true emotions (surface acting).

Introduction to the Field of Organizational Behavior

Individual Behavior, Personality, and Values

Perceiving Ourselves and Others in Organizations

Foundations of Employee Motivation

Applied Performance Practices

Decision Making and Creativity

Team Dynamics

Communicating in Teams and Organizations

Power and Influence in the Workplace

Conflict and Negotiation in the Workplace

Leadership in Organizational Settings

Designing Organizational Structures

Organizational Culture

Organizational Change

Filters

Exam 4: Workplace Emotions, Attitudes, and Stress

Which of the following proposes that job satisfaction has a positive effect on customer service, which flows on to shareholder financial returns?

Most often, people reduce cognitive dissonance by:

Which of the following tends to result in increased continuance commitment?

Work practices such as flexible and restricted work hours increase work-related stress.

Opportunities for employee involvement and increased social identity with the organization would increase the continuance commitment of employees.

Moods represent our reaction to specific people or events, whereas emotions are not directed toward anything in particular.

Research suggests that people with high levels of emotional intelligence are better at all of the following EXCEPT:

One way companies can increase the emotional intelligence of their employees is by:

Stress is best described as:

Emotional labor is higher in jobs requiring:

According to the exit-voice-loyalty-neglect model, some unsatisfied employees engage in "voice" by constructively recommending solutions to the source of their dissatisfaction.

The emotional intelligence of an individual tends to increase with age.

Emotions generate a core affect that something is good or bad, helpful or harmful, to be approached or avoided.

The degree of physiological, psychological, and behavioral deviation from healthy functions is known as:

The concept of affective organizational commitment includes:

Which of these statements represents the feelings dimension of attitudes?

Emotional dissonance occurs when two or more people with notable differences in emotional intelligence interact with each other.

Emotions are communications to ourselves, which serve to put us in a state of readiness.

Employees can minimize the stress from emotional labor by actually changing their emotions to match the job requirements (deep acting), rather than displaying emotions contrary to their true emotions (surface acting).

Introduction to the Field of Organizational Behavior

Individual Behavior, Personality, and Values

Perceiving Ourselves and Others in Organizations

Foundations of Employee Motivation

Applied Performance Practices

Decision Making and Creativity

Team Dynamics

Communicating in Teams and Organizations

Power and Influence in the Workplace

Conflict and Negotiation in the Workplace

Leadership in Organizational Settings

Designing Organizational Structures

Organizational Culture

Organizational Change

Filters