Question 1

According to your book, providing great service usually makes your job more difficult, but it's worth it.

Accepted Answer

A) True 
 B)False  False

Question 2

As the result of a nearby industrial accident, residents of several neighborhoods have been evacuated. Part of your job as a hospital public relations professional is to post messages on social media about the accident as details become available. Based on the advice in your book, you should tailor information, not only to people in the affected neighborhoods, but also to "_________"-people who don't live there but are anxious about family members who do.

Accepted Answer

A)   muted group members
B)   the worried well
C)   the neutral public
D)   dispassionate bystanders B

Question 3

You are thrilled by your recent promotion. The person who held the position before you was a Theory X manager, but your style is more consistent with Theory Y. Define each of these terms, and give an example that contrasts how the previous boss might have behaved and how you will behave.

Accepted Answer

Answer should Include (as well as an example): 
• This perspective holds that managers tend to fall into one of two basic camps.
• Theory X managers believe people are naturally lazy and must be prodded and supervised to be productive.
• Theory Y managers believe people enjoy the inherent rewards of work and are motivated to make a positive difference.

Question 4

It's not very useful to cultivate relationships in advance of a crisis because you never know exactly who will be involved.

Accepted Answer

A) True 
 B)False

Question 5

Meguma considers herself a servant leader whose main job it is to listen and respond to frontline personnel and mid-level supervisors. Her philosophy is consistent with which approach?

Accepted Answer

A)   Transactional leadership
B)   Top-down leadership
C)   Inverted pyramid
D)   Provisionalism

Question 6

The diagnostic center where you went for an MRI recently was beautifully decorated, but the staff was inattentive. The brochure promised next-day results, but you haven't heard anything for a week. In his book about reputational capital, Kevin Jackson would put this company in the category of:

Accepted Answer

A)   Transparency-minded
B)   Dual-dispositional
C)   Superficially image-based
D)   Appallingly capricious

Question 7

The long-term character, conscience, and credibility of an organization define its:

Accepted Answer

A)   image
B)   backbone
C)   nucleus
D)   reputation

Question 8

The nursing shortage is expected to escalate as nurses in the baby boomer generation retire. What else has contributed to the shortage?

Accepted Answer

A)   Women are pursuing a wider range of careers than in generations past.
B)   An aging population has increased the demand for health care services in the United States.
C)   Many people who are trained as nurses are not employed as nurses
D)   All of these are true.

Question 9

A no-secrets policy typically enhances employee retention.

Accepted Answer

A) True 
 B)False

Question 10

An organization cannot be held responsible for employees' personal social media posts.

Accepted Answer

A) True 
 B)False

Question 11

According to your book, good strategies for improving service excellence are to recognize and create moments of truth and to tell stories of exemplary behavior.

Accepted Answer

A) True 
 B)False

Question 12

One reason the nursing shortage has lessened in recent years is that male nurses are making up for the number of women leaving the profession.

Accepted Answer

A) True 
 B)False

Question 13

According to your book, which of the following is NOT part of a good organizational crisis management plan?

Accepted Answer

A)   Develop a crisis management in in advance.
B)   Develop good relationships with media professionals.
C)   Designate about half a dozen people to speak on behalf of the organization.
D)   Educate people about how to handle a crisis.

Question 14

You worked at one pharmacy in which every member of the team was invited to contribute ideas for improvement. At another, people were simply expected to follow orders and procedures. Based on the theory of personal causation, people in the first example were treated as _____ and people in the second were treated as ______.

Accepted Answer

A)   origins; pawns
B)   proponents; advocates
C)   transactional operators; transformational operators
D)   artists; actors

Question 15

The staff where you work tends to write off service excellence as "touchy feely nonsense." Based on what you read the in the text, try to change their minds by describing at least three reasons to focus on patient satisfaction and three techniques for providing outstanding service.

Accepted Answer

The answer of The staff where you work tends to...

Question 16

As community relations director for a new cardiac rehab center, you have recommended that the first advertising campaign be created and released after the center is open and running smoothly. You know that the company's ____________ will be harmed if the image you present doesn't match the actual service you provide.

Accepted Answer

A)   reputation
B)   ecology of scale
C)   relational proxemics
D)   golden mean

Question 17

There is nothing really wrong with where you work. The pay is okay. People are treated fairly. The working conditions are fine. However, you don't feel motivated by the idea that you are accomplishing something important. Which theory addresses the idea that a

Accepted Answer

A)   Organizational processes theory
B)   The Theory of Motivational Causation
C)   The social identity hypothesis
D)   Motivation-hygiene theory

Question 18

Empowerment means that administrators are servant leaders who are open to the ideas and concerns of team members who are encouraged to be decisive and accountable.

Accepted Answer

A) True 
 B)False

Question 19

You have always enjoyed driving by Mercy Hospital. After all, you were born there, and so was your nephew, who just turned 2. Which theory proposes that we form enduring judgments about an organization based on an ongoing collection of experiences and perceptions?

Accepted Answer

A)   The commitment-trust theory of relationships
B)   The paradox of choice
C)   The attraction-repulsion theory of consumer behavior
D)   The golden distractor perspective

Question 20

You have been going to the same dentist for years, even though you have moved across town in that time. People's tendency to remain loyal to people and organizations with which they have a satisfying history is best described in the:

Accepted Answer

A)   Commitment-trust theory of relationships
B)   Assimilate-integrate-accommodate process
C)   Personal investment theory
D)   Equity model of consumer behavior

Exam 10: Health Care Administration, Human Resources, Marketing, and Pr

According to your book, providing great service usually makes your job more difficult, but it's worth it.

You are thrilled by your recent promotion. The person who held the position before you was a Theory X manager, but your style is more consistent with Theory Y. Define each of these terms, and give an example that contrasts how the previous boss might have behaved and how you will behave.

It's not very useful to cultivate relationships in advance of a crisis because you never know exactly who will be involved.

Meguma considers herself a servant leader whose main job it is to listen and respond to frontline personnel and mid-level supervisors. Her philosophy is consistent with which approach?

The diagnostic center where you went for an MRI recently was beautifully decorated, but the staff was inattentive. The brochure promised next-day results, but you haven't heard anything for a week. In his book about reputational capital, Kevin Jackson would put this company in the category of:

The long-term character, conscience, and credibility of an organization define its:

The nursing shortage is expected to escalate as nurses in the baby boomer generation retire. What else has contributed to the shortage?

A no-secrets policy typically enhances employee retention.

An organization cannot be held responsible for employees' personal social media posts.

According to your book, good strategies for improving service excellence are to recognize and create moments of truth and to tell stories of exemplary behavior.

One reason the nursing shortage has lessened in recent years is that male nurses are making up for the number of women leaving the profession.

According to your book, which of the following is NOT part of a good organizational crisis management plan?

The staff where you work tends to write off service excellence as "touchy feely nonsense." Based on what you read the in the text, try to change their minds by describing at least three reasons to focus on patient satisfaction and three techniques for providing outstanding service.

There is nothing really wrong with where you work. The pay is okay. People are treated fairly. The working conditions are fine. However, you don't feel motivated by the idea that you are accomplishing something important. Which theory addresses the idea that a

Empowerment means that administrators are servant leaders who are open to the ideas and concerns of team members who are encouraged to be decisive and accountable.

You have always enjoyed driving by Mercy Hospital. After all, you were born there, and so was your nephew, who just turned 2. Which theory proposes that we form enduring judgments about an organization based on an ongoing collection of experiences and perceptions?

You have been going to the same dentist for years, even though you have moved across town in that time. People's tendency to remain loyal to people and organizations with which they have a satisfying history is best described in the: