Exam 2

Question 1

Rule of Thumb for when to Focus on Steps

Answer 1

1. Don’t break the bank
2. Standards Rule
3. Don’t let the creed overshadow the message
4. There are no steps leading customer satisfaction

Question 2

Four Levels of Customer Expectations

Answer 2

Accuracy
Availability
Partnership
Advice

Question 3

Three Questions to Define the Right Outcomes

Answer 3

1. What is right for your customers?
2. What is right for your company?
3. What is right for the individual?

Question 4

Customer Outcomes

Answer 4

Satisfaction
Recommend
Repurchase

Question 5

Job Performance Predictors

Answer 5

General mental ability
perceptions of organizational justice and interpersonal relationships
stress
work attitudes
personality traits

Question 6

Turnover Predictors

Answer 6

Performance level
work attitudes
stress at work
personality
age and length at organization

Question 7

Behavioral Leadership Theory

Answer 7

leaders are task- or people-oriented

Question 8

Situational Leadership Theory

Answer 8

leader uses different styles depending on follower readiness on competence and commitment

Question 9

Transformational Leadership Theory

Answer 9

align employee goals with leader goals

Question 10

Four Step Process (Transformational)

Answer 10

1. create a vision (be charismatic)
2. communicate the vision
3. Model the vision
4. build commitment

Question 11

Leader-Member Exchange Theory

Answer 11

type of relationship leaders have with their followers - high quality or low quality

Question 12

The Heart of Leadership

Answer 12

Vision (passion with a plan)
Integrity (do what you say you will do)
Service (develop and encourage others)

Question 13

5 Types of Power

Answer 13

1. Legitimate
2. Expert
3. Coercive
4. Reward
5. Referent

Question 14

Consequences of Power

Answer 14

Engagement (expert & referent)
Compliance (legitimate & reward)
Resistance (coercive)

Question 15

Influence Tactics

Answer 15

Rational persuasion
credibility
inspirational appeals

Question 16

Main Causes of Faulty Systems

Answer 16

1. Fascination with an objective criterion
2. overemphasis on highly visible behaviors
3. hypocrisy
4. emphasis on other ends (rather than efficiency)

Question 17

dimensions of organizational justice

Answer 17

distributive
procedural
interpersonal
informational

Question 18

4 Ways Managers Focus on Strengths

Answer 18

1. cast people in right roles
2. manage by exception
3. spend the most time with your best people
4. manage around weakness

Question 19

investing in your best is:

Answer 19

the fairest thing to do
the best way to learn
the only way to reach excellence

Question 20

managing around weaknesses

Answer 20

devise a support system
find a complementary partner
find an alternative role

Question 21

Big 5 Model

Answer 21

Openness
Conscientiousness
Extraversion
Agreeableness
Neuroticism

Question 22

fundamental attribution error

Answer 22

tendency to place more emphasis on internal factors to explain SOMEONE ELSE’S behavior instead of external factors

Question 23

self-serving bias

Answer 23

tendency to attribute our OWN failures to the situation while attributing our successes to internal causes

Question 24

Perception Errors

Answer 24

Projection
Halo Effect
Contract Effect
Stereotyping

Question 25

3 Factors that lead to better performance and personal satisfaction

Answer 25

autonomy mastery purpose

Question 26

equity theory

Answer 26

comparing one's input-outcome ratio with the input-outcome ratio of a referent

Question 27

expectancy theory

Answer 27

individual evaluates their situation: effort leads to performance which leads to valence of outcomes

Question 28

types of reinforcement

Answer 28

positive reinforcement negative reinforcement punishment extinction

Question 29

core job characteristics

Answer 29

``` skill variety task identity task significance autonomy feedback ```

Question 30

SMART goals

Answer 30

``` Specific Measurable Aggressive Reasonable Time-Bound ```

Question 31

Rational Decision Making Model

Answer 31

1. Identify problem/opportunity 2. establish/weigh criteria 3. generate alternatives (most challenging) 4. evaluate/select alternative 5. implement the alternative 6. evaluate the decision (most neglected)

Question 32

satisficing

Answer 32

choosing the first acceptable alternative without conducting an exhaustive search for alternatives

Question 33

BATNA

Answer 33

Best Alternative To Negotiation Agreement

Question 34

RP

Answer 34

Reservation Price - point at which you are willing to walk away