Exam 12: Section 1: Managing Individuals and a Diverse Work Force

Define equity theory. Identify the five ways in which people try to restore equity when they perceive that they have been treated unfairly. Describe a circumstance in which you or someone you know experienced inequity in a work situation. Explain the actions you (or that person) took to restore equity.

Pay TV One industry with a reputation for less­than­stellar customer service is that of the nation's pay­TV providers. Much of the terrible customer service is blamed on outsourcing. To cut costs, most pay-TV providers have farmed out customer service functions to vast call centers that hire low-paid, poorly trained employees who lack any incentive to care about faceless customers. There is one exception to that rule-DirecTV, which has the best customer service record in the industry even though it, too, uses outsourcing. The primary difference between DirecTV and other pay-TV providers is motivation. The customer service reps get free satellite TV at their homes after three months on the job. The call reps are invited to special events and given the opportunity to mingle with NFL stars and television celebrities. In addition, the reps were given the power to handle customer's complaints themselves, rather than simply acting as listeners. -Refer to Pay TV. According to the reinforcement theory, DirectTV's practice of giving free satellite television after three months of work would be an example of_________ .

On the basis of research evidence, the two basic needs categories are____________ .

___________says that people will be motivated to the extent to which they accept specific, challenging goals and receive feedback that indicates their progress toward goal achievement.

Marketers often appeal to consumers' needs as defined by Maslow's hierarchy. A lock manufacturer, shows how much protection its locks provide and a cleaning company developed several types of wipes to eliminate concerns about infectious germs. Both marketers are appealing to which need as defined by Maslow?

The use of the need-satisfaction theories to determine what motivates employees is not a straightforward task because different theories have identified different needs categories.

Pay TV One industry with a reputation for less­than­stellar customer service is that of the nation's pay­TV providers. Much of the terrible customer service is blamed on outsourcing. To cut costs, most pay-TV providers have farmed out customer service functions to vast call centers that hire low-paid, poorly trained employees who lack any incentive to care about faceless customers. There is one exception to that rule-DirecTV, which has the best customer service record in the industry even though it, too, uses outsourcing. The primary difference between DirecTV and other pay-TV providers is motivation. The customer service reps get free satellite TV at their homes after three months on the job. The call reps are invited to special events and given the opportunity to mingle with NFL stars and television celebrities. In addition, the reps were given the power to handle customer's complaints themselves, rather than simply acting as listeners. -Refer to Pay TV. In terms of the management function of leading,_____________is the source of poor customer service by most pay-TV providers.

Feedback can lead to stronger motivation and effort if it__________

Which of the following is an example of an intrinsic reward?

Asa and Ruby both sell insurance. Asa is married, has three children, and a new house. Ruby is single and has recently purchased a new Lexus. According to some industrial psychologists ____________.

The three components of ____________are initiation of effort, direction of effort, and persistence of effort.

According to expectancy theory, instrumentality is strong when employees believe that improved performance will lead to better and more rewards.

Which of the following statements about needs is true?

In expectancy theory,___________ is the perceived relationship between performance and rewards.

Which of the following is NOT a type of reinforcement contingency?

Describe goal-setting theory. Briefly identify the theory's basic components.

In a(n)___________ reinforcement schedule, consequences follow a behavior only after a fixed time has elapsed.

According to some industrial psychologists, ____________ is a function of motivation times ability times situational constraints.

According to some industrial psychologists, Performance = Motivation × Ability.

The two basic kinds of inequity are___________ .