Max, who sells fine suits at a men's clothier, is likely to suffer from emotional labor when he
a. finally sells at suit with for over 1,000.
b. works more than 60 hours per week.
c. smiles much of the day at customers who make unreasonable
demands.
d. listens to the sad stories of customers frequently.
Question 2All of the following are effective ways that employers reduce workers' compensation costs EXCEPT ________.
A) enforcing safety policies
B) communicating safety policies
C) providing classroom training
D) using appropriate safety equipment
Question 3According to his hygiene/motivator theory, Frederick Herzberg theorized that matters like good wages, good working conditions, and proper and fair supervision:
(a) are referred to as motiva-tors because they are primary contributors to motivating employees, (b) had little impact on true motivation regardless of the work environment or working conditions, (c) provided intrinsic moti-vation to employees, (d) are de-motivators if they are not maintained at appropriate levels.
Question 4When faced with a difficult customer, it is recommended that you
a. confront the customer about what he or she has done wrong.
b. avoid blaming the customer for the problem.
c. deny that a real problem exists.
d. explain your point of view first.
Question 5For information or a skill to be considered learned, it should result in a
relatively lasting change in behavior.
Indicate whether the statement is true or false
Question 6A supportive leader is likely to
a. follow closely the demands of top management.
b. be cranky and ruthless.
c. hog most of the decision making.
d. give praise and encouragement to group members.
Question 7The key ingredient to job enrichment is to
a. enrich the company atmosphere.
b. increase the riches of the person performing the jo
b.
c. increase the external rewards associated with the jo
b.
d. increase the attractiveness of the internal aspects of the jo
b.
Question 8In one well-known survey, employers ranked good wages as the single most important item that employees want, whereas employees ranked which of the following as the most important:
(a) good wages, (b) interesting work, (c) job security, (d) feeling in on things.
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