Mgt 311 Week 3 Quiz Essay

767 Words Sep 1st, 2013 4 Pages
MGT/311 Quiz

1. Julie smiles and acts politely toward a customer at her checkout, even though she really deeply dislikes this customer. What is the term used to explain the disparity between the emotion Julie displays and the emotions she is actually experiencing?

a. Emotional exposure b. Felt emotions c. Emotional dissonance d. Emotional distance

2. Sharon is unhappy in her job for many reasons. Yesterday a customer asked her where the shampoo was located. Sharon listlessly replied, "I don't know." She then turned her back on the customer and continued stocking the shelf.

This is an example of how job satisfaction can affect

a. employee OCB b. customer satisfaction c. absenteeism d. turnover
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Instead of simply billing customers, they are now responsible for what used to be management tasks, such as for following up on nonpayment, determining when bills will be sent to a collection agency, and what accounts receivables can be written off as noncollectable. What term would best be used to describe how the company is enriching the job dimensions?

a. Task combination
b. Formation of natural work units
c. Establishing client relationships
d. Vertical job expansion
6. Steven does not understand why Margarita is not talking to him. He merely sent her an e-mail outlining what needs to be done to fix her project proposal. Which of the following e-mail limitations has Steven failed to understand? a. Misinterpreting messages b. Privacy concerns c. Communicating negative messages d. Company confidentiality

7. Jillian is project lead for a team that is writing, programming, testing, and performing quality assurance on a new Spanish language software program. Jillian is in Boston where the developing house is located. Her writers are in Spain. Her programmers are in India. Her testers are in Texas. And her quality assurance team is in Argentina. After given clear specifications, each team has authority to make the necessary decisions to complete their task, or send a task back to another part of the team. Which of the following best describes Jillian's team? a. Cross-functional virtual b. Self-managed face-to-face c.

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