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

Overreward frequently causes inequity.

In general, extrinsic rewards are more important to workers than intrinsic rewards.

___________is a reinforcement strategy which weakens a behavior over time because the behavior has no consequences, positive or negative.

In equity theory,___________ refers to the fairness of the process used to make reward allocation decisions.

According to the text, ____________is the set of forces that initiates, directs, and makes people persist in their efforts to accomplish a goal.

France has 14 million smokers. More importantly, smokers in France are closely associated with the French culture. To reduce the number of smokers in the nation, the French government has increased the costs of cigarettes to a price twenty times greater than that charged in any other nation in the European Union. In terms of reinforcpement theory, the French government is trying to use___________ to get people to quit smoking by making cigarettes less affordable and by reducing the discretionary income (or possibly the disposable income) of people who continue smoking.

Extrinsic rewards are____________ .

Motivation is the set of forces that initiates, directs, and makes people persist in their efforts to accomplish a goal.

Which type of inequity occurs more frequently in theory than in practice?

For punishment to work, the punishment must be strong enough to stop the undesired behavior, and must be administered objectively, impersonally, consistently and contingently, and quickly.

Excessive speed is a major cause of road crashes in Australia. The Australian government is thinking of using cameras to catch speeders. According to reinforcement theory, Australian officials are using___________to control speeding.

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. Apparently, rewards such as empowerment and free satellite television have a ____for people who are the customer service reps for DirecTV.

Needs are defined in the text as the physical requirements that must be met to ensure survival.

According to some industrial psychologists, job performance is a(n) ____________ function of motivation, ability, and situational constraints.

Goal acceptance is most similar to the idea of__________ .

Managers can motivate employees to increase their efforts by____________ .

Explain the relationship posited by industrial psychologists between motivation and job performance. Use a specific example from your readings or experiences to illustrate how one or more of the specific motivational models described in this chapter might integrate with the industrial psychology model to provide a fuller understanding of work performance. Cite three implications for managers based upon your analysis.

In terms of simplicity and effectiveness, which of the following reinforcement schedules may be the best choice for managers?

Which of the following is also called avoidance learning?

How do employees try to restore equity when they perceive that they have been treated unfairly?