chapter 02 job performance - test bank...

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Chapter 02Job Performance

True / False Questions

1. Job performance includes employee behaviors that are directly involved in the transformation of organizational resources into the goods or services that the organization produces. True False

2. Taking coffee during breaks is relevant to job performance. True False

3. Task performance is the set of explicit obligations that an employee must fulfill to receive compensation and continued employment. True False

4. Routine task performance involves employee responses to task demands that are novel, unusual, or, at the very least, unpredictable. True False

5. Creative task performance is the degree to which individuals develop ideas or physical outcomes that are both novel and useful. True False

6. Creative task performance is an expected behavior limited to creative professions like designing and arts. True False

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7. The first step in conducting a job analysis is to generate a list of all the activities involved in a job. True False

8. The O*NET is an online government database that describes the results of task performance behaviors that must be reported by firms to the government on an annual basis. True False

9. O*NET captures the "numerous small decisions" that separate the most effective organizations from their competitors. True False

10. The most valuable employees in any organization are those who take extra efforts and perform tasks that were previously unheard of. True False

11. Courtesy involves maintaining a good attitude with coworkers, even when they've done something annoying or when the unit is going through tough times. True False

12. Sportsmanship involves assisting coworkers who have heavy workloads, aiding them with personal matters, and showing new employees the ropes when they first arrive on the job. True False

13. Behaviors that fall under the "teamwork" can be called as examples of interpersonal citizenship behavior. True False

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14. Organizational citizenship behaviors benefit the larger organization by supporting and defending the company, working to improve its operations, and being especially loyal to it. True False

15. Boosterism involves speaking up and offering constructive suggestions for change. True False

16. The importance of citizenship behaviors increases during organizational crises. True False

17. Counterproductive behavior is defined as employee behaviors that unintentionally hinder organizational goal accomplishment. True False

18. Production deviance refers to behaviors that intentionally disadvantage the larger organization rather than other individuals. True False

19. Wasting resources is the most common form of production deviance. True False

20. Substance abuse is a form of political deviance. True False

21. Political deviance refers to behaviors that intentionally harm the organization's assets and possessions. True False

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22. Gossiping represents communication that is rude, impolite, discourteous, and lacking in good manners. True False

23. Personal aggression is defined as hostile verbal and physical actions directed toward other employees. True False

24. People who engage in one form of counterproductive behavior do not usually engage in other forms. True False

25. Sometimes the best task performers are also the employees who engage in high levels of counterproductive behavior. True False

26. Historically speaking, research on organizational behavior has focused on the theoretical aspects of job performance. True False

27. In addition to being more cognitive, knowledge work tends to be more structured and routine in nature. True False

28. Service work involves direct verbal or physical interactions with customers. True False

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29. One implication for job performance of the increase in service jobs would be that service work places a greater premium on high levels of citizenship behavior. True False

30. The MBO approach involves collecting performance information not just from the supervisor but from anyone else who might have firsthand knowledge about the employee's performance behaviors. True False

31. BARS emphasizes the results of job performance as much as it does the performance behaviors themselves. True False

32. Feedback from BARS can help an employee develop and improve over time. True False

33. Very few 360 degree feedback systems ask the employee to provide ratings of his/her own performance. True False

34. Despite its popularity, 360 degree feedback is not well suited for developing employee talent. True False

35. According to Jack Welch's "Vitality curve", the employees are segregated into the top 30 percent, the vital middle 60 percent and the bottom 10 percent. True False

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36. According to Welch, C players are the backbone of the company but lack the passion of the A players. True False

37. Social Networking sites and their applications can also be used to monitor employee performance. True False

Multiple Choice Questions

38. The value of the set of employee behaviors that contribute, either positively or negatively, to organizational goal accomplishment is known as A. job commitment.B. task performance.C. job satisfaction.D. job performance.E. organizational commitment.

39. Employee behaviors that are directly involved in the transformation of organizational resources into the goods or services that the organization produces, is known as A. task performance.B. citizenship behavior.C. counterproductive behavior.D. job performance.E. organizational commitment.

40. The explicit obligations that an employee must fulfill to receive compensation and continued employment is known as A. job performance.B. citizenship behavior.C. organizational commitment.D. task performance.E. counterproductive behavior.

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41. Charles finds an advertisement for the post of Accountant in a local newspaper. It mentions preparing, examining, and analyzing accounting records for accuracy and completeness as job responsibilities. These job descriptions most likely falls under A. job withdrawal.B. task performance.C. counterproductive behavior.D. citizenship behaviors.E. organizational commitment.

42. Riya has become famous creating new styles in Women's formal wear. Her assistants duplicate the pattern created by Riya, cut cloth pieces and sew them into a garment. The work done by Riya would fall under _____ whereas the work done by her assistants could be termed as _____ respectively. A. Routine task performance; Creative task performanceB. Creative task performance; Counterproductive behaviorC. Citizenship behaviors; Counterproductive behaviorD. Counterproductive behavior; Creative task performanceE. Creative task performance; Routine task performance

43. Well-known responses to normal job demands that occur in a predictable way are known as A. job withdrawal.B. adaptive task performance.C. counterproductive behavior.D. routine task performance.E. citizenship behavior.

44. Paul, a ticket collector, performs his duty robotically day in and day out. This can be termed as A. job withdrawal.B. adaptive task performance.C. routine task performance.D. counterproductive behavior.E. citizenship behavior.

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45. An employee's response to job demands that are novel, unusual, or unpredictable is known as A. job withdrawal.B. adaptive task performance.C. counterproductive behavior.D. routine task performance.E. citizenship behavior.

46. For a kindergarten teacher, assisting her students out of a smoke-filled elementary school is an example of A. citizenship behavior.B. routine task performance.C. job withdrawal.D. counterproductive behavior.E. adaptive task performance.

47. Adaptability involves all of these except: A. handling work stress.B. solving problems creatively.C. handling emergencies.D. performing daily routine work.E. demonstrating interpersonal adaptability.

48. Which of the following behaviors involved in adaptability, deals with anticipating change in the work demands and searching for and participating in assignments or training to prepare for these changes? A. Handling work stressB. Solving problems creativelyC. Dealing with uncertain and unpredictable work situationsD. Learning work tasks, technologies, and work situationsE. Demonstrating interpersonal adaptability

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49. Which of the following is wrong about job analysis? A. The first step is generating a list of all job activities.B. A subject matter expert is consulted regarding the frequency and importance of all job activities.C. Activities are rated highly in terms of frequency and importance.D. Activities which have the least values are used to define job responsibilities.E. Activities which have the highest values are used to define job responsibilities.

50. The electronic government database used to identify the set of behaviors needed to define task performance is known as A. behavioral anchored ratings scale network.B. job analysis network.C. occupational information network.D. task performance analysis network.E. occupational responsibilities network.

51. Which of the following statements about the O*NET is false? A. It captures the "numerous small decisions" that separate the most effective organizations from their competitors.B. It is an online database.C. It is involved in figuring out the important tasks for a given job.D. It includes the characteristics of most jobs in terms of tasks.E. It includes the required knowledge, skills, and abilities to perform the task.

52. Relatively discretionary activities that contribute to the organization by improving the overall quality of the setting in which work takes place, is known as A. creative task performance.B. adaptive task performance.C. counterproductive behavior.D. citizenship behavior.E. routine task performance.

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53. Citizenship behaviors can be divided into the two main categories of A. intrapersonal and organizational.B. interpersonal and intrapersonal.C. organizational and political.D. interpersonal and political.E. interpersonal and organizational.

54. Which of these behaviors benefits coworkers and colleagues and involves assisting, supporting, and developing other organizational members in a way that goes beyond normal job expectations? A. Intrapersonal citizenship behaviorB. Interpersonal citizenship behaviorC. Organizational citizenship behaviorD. Production citizenship behaviorE. Political citizenship behavior

55. Interpersonal citizenship behaviors consist of all the following except: A. helping.B. courtesy.C. sportsmanship.D. courage.E. respect for others.

56. Interpersonal citizenship behavior includes A. voice.B. civic virtue.C. sportsmanship.D. boosterism.E. courage.

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57. Suzy keeps the other employees in her department informed about various issues that are relevant to them. This classifies under A. helping.B. courtesy.C. sportsmanship.D. civic virtue.E. boosterism.

58. Don always maintains a good attitude with coworkers even when the department is going through tough times. Don's behavior can be called as A. helping.B. courtesy.C. sportsmanship.D. civic virtue.E. boosterism.

59. Which of these is false about interpersonal behavior? A. A team whose members have good interpersonal behavior is likely to have a positive team atmosphere.B. Interpersonal behavior is most important when employees work in small groups.C. Interpersonal behavior is most important when employees work in large groups.D. Behaviors that commonly fall under the "teamwork" heading are examples of interpersonal behavior.E. Team members with good interpersonal behavior tend to work towards achieving common goals.

60. Which of the following is not organizational citizenship behavior? A. Civic virtue.B. Offering constructive suggestions.C. Representing your company in a positive world to the public.D. Doing damage to company assets.E. Behaviors that benefit the larger organization.

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61. Some people react to bad rules or policies by constructively trying to change them, instead of passively complaining about them. This positive characteristic is A. helping.B. sportsmanship.C. voice.D. civic virtue.E. boosterism.

62. Helen is often forced to participate in meetings and functions. The trait missing in her is A. helping.B. civic virtue.C. sportsmanship.D. voice.E. boosterism.

63. James, a junior level manager, keeps himself updated with organizational announcements and news that affect his company. This comes under the category of A. helping.B. voice.C. sportsmanship.D. civic virtue.E. boosterism.

64. Elizabeth seems like a cheerleader for Villa Italiano as she represents the organization in a positive way when she's away from work. This could be viewed as A. helping.B. voice.C. sportsmanship.D. civic virtue.E. boosterism.

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65. The new trainee at the Little Italy restaurant was advised not to share the problems encountered daily, with his friends, to protect the good image of the restaurant, he should learn and practice the concept of _____ to become a good employee. A. civic virtueB. helpingC. voiceD. boosterismE. sportsmanship

66. During organizational crisis, which of these cannot be termed critical? A. Beneficial suggestionsB. Deep employee involvementC. Positive "public face"D. Asking for change of HR policiesE. Not complaining about the situations

67. Employee behaviors that intentionally hinder organizational goal accomplishment are known as A. task performance.B. citizenship behaviors.C. counterproductive behavior.D. job withdrawal.E. organizational commitment.

68. Behaviors that intentionally harm the organization's assets and possessions are categorized as A. production deviance.B. political deviance.C. property deviance.D. personal aggression.E. organizational deviance.

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69. At ABC Coffee Roasters, employees learned that a few of them will be losing their jobs, and in response, they purposefully started to mix decafe beans in bags of regular beans and vice versa. This created serious customer service issues and the company lost major accounts. The action of the employees at ABC can be described as A. theft.B. incivility.C. wasting resources.D. sabotage.E. political deviance.

70. Which of these behaviors is included in the "serious category" of organizational counterproductive behavior? A. SabotageB. GossipingC. IncivilityD. Substance abuseE. Wasting resources

71. All of these can be called as counterproductive behaviors except: A. political deviance.B. personal aggression.C. property deviance.D. production deviance.E. process deviance.

72. Which of these behaviors is included in the "serious" category of interpersonal counterproductive behavior? A. SabotageB. HarassmentC. IncivilityD. Substance abuseE. Wasting of Resources

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73. All of these behaviors are included in the "minor" category of organizational counterproductive behavior except: A. incivility.B. wasting resources.C. gossiping.D. sabotage.E. substance abuse.

74. Identify the minor organizational counterproductive behavior. A. SabotageB. HarassmentC. IncivilityD. GossipingE. Wasting resources

75. Which of these behaviors is included in the "minor" category of interpersonal counterproductive behavior? A. SabotageB. HarassmentC. IncivilityD. Substance abuseE. Theft

76. Which of these behaviors are considered to be production deviance? A. Wasting resources and substance abuseB. Sabotage and theftC. Gossiping and incivilityD. Harassment and abuseE. Interpersonal and organizational behaviors

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77. Property deviance includes the following set of behaviors. They are A. interpersonal and organizational.B. sabotage and theft.C. gossiping and incivility.D. harassment and abuse.E. wasting resources and substance abuse.

78. Behaviors that focus specifically on reducing the efficiency of work output are known as A. political deviance.B. property deviance.C. personal aggression.D. personal assertion.E. production deviance.

79. _____ is the most common form of production deviance. A. TheftB. IncivilityC. Wasting resourcesD. SabotageE. Harassment

80. Edward is one of the four administrative assistants in the College of Business at Teach International University. Unfortunately, he accomplishes less than one-third the work as compared to the other assistants because he purposely works slowly. He also takes too many breaks. Identify the counterproductive behaviors he is exhibiting. A. IncivilityB. Wasting resourcesC. HarassmentD. TheftE. Sabotage

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81. Every day Johnny comes to work intoxicated, and this compromises his work efficiency. Which of these counterproductive behaviors is Johnny engaging in? A. Production devianceB. IncivilityC. Property devianceD. Personal aggressionE. Process deviance

82. Behaviors that intentionally disadvantage other individuals rather than the larger organization are known as A. theft.B. incivility.C. wasting resources.D. sabotage.E. political deviance.

83. Allison loves to be "in the know" and carries on casual conversations about other people in which the facts are not confirmed. Which type of counterproductive behavior is Allison demonstrating? A. Substance abuseB. Wasting resourcesC. Political devianceD. Personal aggressionE. Gossiping

84. Communication that is rude, impolite, discourteous, and lacking in good manners can be termed as A. improper communication.B. incivility.C. harassment.D. personal aggression.E. gossiping.

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85. Ricardo has dinner with one of the company's most important clients. The client calls Ricardo's boss the next day to complain that Ricardo was discourteous, impolite, and rude the evening before. This situation is an example of A. improper communication.B. harassment.C. incivility.D. personal aggression.E. gossiping.

86. Behavior that involves verbal hostility and physical altercations directed toward other employees is known as A. professional etiquette.B. incivility.C. personal aggression.D. sabotage.E. political deviance.

87. Which of the following occurs when employees are subjected to unwanted physical contact or verbal remarks from a colleague? A. HarassmentB. AbuseC. IncivilityD. Productive aggressionE. Sabotage

88. Which of the following occurs when an employee is assaulted or endangered such that physical and psychological injuries may occur? A. Productive aggressionB. Non productive aggressionC. IncivilityD. AbuseE. Gossiping

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89. Which of the following is false about counterproductive behaviors? A. People who engage in one form of counterproductive behavior also tend to engage in other forms of counterproductive behavior.B. Counterproductive behavior is relevant to any job.C. There is a strong positive correlation between task performance and counterproductive behavior.D. Counterproductive behaviors tend to represent a pattern of behavior rather than isolated incidents.E. Sometimes the best task performers are the ones who can best get away with counterproductive actions.

90. There is _____ correlation between task performance and counterproductive behavior. A. a weak negativeB. a weak positiveC. a strong negativeD. a strong positiveE. no

91. Historically, research on OB has focused on the _____ aspects of job performance. A. educationalB. knowledgeC. learningD. physicalE. theoretical

92. Which of the following statements about knowledge work is false? A. By the early 1990s, the majority of new jobs required employees to apply analytical knowledge acquired through formal education and continuous learning.B. The tools used to do knowledge work change quickly.C. Statistics from the U.S. Department of Labor confirm the rise of knowledge work.D. Jobs involving cognitive activity are becoming more prevalent than jobs involving physical activity.E. Knowledge work tends to be less fluid and dynamic in nature.

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93. According to projections, which of the following represents the bulk of the service job growth? A. Maintenance workersB. Repair sheet metal workersC. Retail salespersonsD. Construction industry laborersE. Production jobs

94. Which of the following about MBO is false? A. It is a management philosophy that bases an employee's evaluations on whether the employee achieves specific performance goals.B. Employee involvement is high.C. It is a set of mutually agreed-upon objectives that are measurable and specific.D. It is best suited for managing the performance of employees who work in contexts in which subjective measures of performance can be quantified.E. Employee performance can be gauged by referring to the degree to which the employee achieves results that are consistent with the objectives.

95. Which of the following bases an employee's evaluations on whether the employee achieves specific performance goals? A. Behaviorally anchored rating scalesB. Management by objectivesC. 360 degree feedbackD. BenchmarkingE. Behavioral observation scales

96. A BARS approach might use critical incidents to create response anchors, ranging from 1-5 where 5 indicates? A. Unwilling to accept changes.B. Poor adaptive performance.C. Excellent adaptive performance.D. Able to make changes with average amount of instruction.E. Requires persuasion and supervision to make changes.

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97. The management technique that assesses an employee's performance by directly assessing job performance behaviors is known as A. behaviorally anchored rating scales.B. management by objectives.C. 360 degree feedback.D. behaviorally applicable rating scales.E. 180 degree feedback.

98. The short descriptions of effective and ineffective behaviors used to create an employee performance measurement instrument that managers can use to evaluate employee behavior are known as A. 360 degree feedback.B. management by objectives.C. critical incidents.D. critical events.E. favorable incidents.

99. The management technique that involves collecting performance information not just from the supervisor but from anyone else who might have firsthand knowledge about the employee's performance behaviors is known as A. behaviorally anchored rating scales.B. management by objectives.C. 360 degree feedback.D. 180 degree feedback.E. 90 degree feedback.

100. The management technique "Vitality curve" was developed by A. Steve Balmer.B. Steve Jobs.C. Jack Welch.D. Jeff Bezos.E. David Allen.

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101. According to Jack Welch's Vitality curve, which of the following is not an element of GE leadership? A. High energy levels.B. The edge to make tough yes-and-no decisions.C. Ability to energize others.D. Outgoing nature.E. Ability to consistently execute and deliver on their promises.

102. Which of the following about forced ranking method is false? A. It is based on Jack Welch's Vitality curve.B. It compels managers to rank all of their people into one of three categories: the top 20 percent (A players), the vital middle 70 percent (B players), or the bottom 10 percent (C players).C. The B players are to be developed as better managers.D. Employees may become hypercompetitive with one another to avoid finding themselves in a lower category.E. The B players possess the four E's of GE Leadership.

Scenario: Family Dentistry, Inc.Amanda, Bianca, and Carol are three dental hygienists who work for Dr. Devon at Family Dentistry. All three hygienists do pretty much the same thing everyday. On an average, they see 12 people everyday for regular teeth cleaning which involves cleaning, flossing, and normal checkup. Dr. Devon, on the other hand, has quite unpredictable job. She has to respond to all types of teeth-related emergencies including having to do surgeries. All three hygienists always try to help each other out, have a very good attitude in general toward each other, and keep each other informed about matters that are relevant to them and to Dr. Devon. Amanda specifically takes on the role of attending all community-related voluntary meetings and functions where Family Dentistry may have a stake or are asked for involvement. On her own time, she keeps up on all dental regulations and business-related news that may have an impact on the firm. Carol, on the other hand, can be described as the unofficial publicist of Family Dentistry. She always represents the firm in a very positive way away from work. In groups she belongs to, at church, or at her children's school, she is always bragging about how good it is to work at Family Dentistry. Dr. Devon couldn't be happier to have such wonderful people working with her.

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103. Amanda, Bianca, and Carol contribute most directly to the business goals of the Family Dentistry practice through their A. creative task performance.B. routine task performance.C. interpersonal task performance.D. intrapersonal task performance.E. adaptive task performance.

104. Dr. Devon contributes most directly to the business goals of the Family Dentistry through A. creative task performance.B. routine task performance.C. interpersonal task performance.D. intrapersonal task performance.E. adaptive task performance.

105. The three hygienists' interact with one another in a manner that reflects high levels of A. boosterism.B. interpersonal citizenship behavior.C. routine task performance.D. adaptive task performance.E. organizational citizenship behavior.

106. Amanda's activities during her personal time can be described as A. counterproductive behavior.B. boosterism.C. civic virtue.D. sportsmanship.E. voice.

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107. Which of these citizenship behaviors does Carol exhibit? A. VoiceB. SportsmanshipC. Civic virtueD. BoosterismE. Political deviance


Scenario: Family DinerEvan and Laura recently opened a local diner where people feel very comfortable with both the environment and food. Evan supervises the daily operations in the kitchen and cash counter which are fairly basic with limited menu choices and simple cash register operations. Laura runs the back office operations with accounting, paperwork, marketing, and all other issues related to the diner. Being new in the business, Evan and Laura are trying to get a handle on employee issues facing them. Two days ago Evan discovered that the cash register was $80 short and caught Jerome, a new hire, with the money. Cindy, the cook at the diner, arrived at work intoxicated three days in a row, and this not only affected her cooking, but resulted in several customer complaints. Evan also found Shawn, the dishwasher, making verbal remarks at Cindy and touching her inappropriately. The only bright spot amongst employees was Neal. He maintained a good attitude with Cindy, Jerome, Shawn, and other co-workers even when they were annoying and the diner was having problems. Evan and Laura decided to have an employee meeting to address the issues before things get worse.

108. Evan's daily work can be described as routine task performance. True False

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109. Laura's work can be best described as A. routine task performance.B. reflective task performance.C. creative task performance.D. adaptive task performance.E. personal aggression.

110. Which of these behaviors does Neal appear to be exhibiting? A. SportsmanshipB. Political devianceC. Personal aggressionD. BoosterismE. Civic virtue

111. Jerome's behavior can be associated with A. production deviance.B. personal aggression.C. property deviance.D. political deviance.E. boosterism.

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112. Under which category can Cindy's behavior be classified? A. Property devianceB. Personal aggressionC. BoosterismD. Political devianceE. Production deviance

113. Shawn's behavior can be categorized as A. production deviance.B. personal aggression.C. property deviance.D. political deviance.E. boosterism.

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Essay Questions

114. Define job performance and explain the elements of job performance.

115. Define task performance and explain its dimensions.

116. Define job analysis. Explain the basic steps in formation of a job analysis

117. Elaborate on citizenship behavior and its types with examples.

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118. Elucidate on counterproductive behavior and its types with examples:

119. The kinds of jobs employees do are changing. What are the kinds of jobs that are likely to be used more in the future?

120. Given the increase in service jobs, explain the implications for job performance.

121. Discuss briefly on the four types of job performance management techniques.

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122. Explain Forced Ranking through Jack Welch's ‘Vitality curve'.

123. Social networking applications can be used to monitor employee performance. How true is this statement? Explain with an example.

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Chapter 02 Job Performance Answer Key


1. (p. 35) Job performance includes employee behaviors that are directly involved in the transformation of organizational resources into the goods or services that the organization produces. TRUE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-01 What is job performance?Topic: Job Performance

2. (p. 35-36) Taking coffee during breaks is relevant to job performance. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: EasyLearning Objective: 02-01 What is job performance?Topic: Job Performance

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3. (p. 36) Task performance is the set of explicit obligations that an employee must fulfill to receive compensation and continued employment. TRUE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-02 What is task performance?Topic: Task Performance

4. (p. 36) Routine task performance involves employee responses to task demands that are novel, unusual, or, at the very least, unpredictable. FALSE


5. (p. 37) Creative task performance is the degree to which individuals develop ideas or physical outcomes that are both novel and useful. TRUE


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6. (p. 37) Creative task performance is an expected behavior limited to creative professions like designing and arts. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: EasyLearning Objective: 02-02 What is task performance?Topic: Task Performance

7. (p. 37) The first step in conducting a job analysis is to generate a list of all the activities involved in a job. TRUE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-03 How do organizations identify the behaviors that underlie task performance?Topic: Task Performance

8. (p. 39) The O*NET is an online government database that describes the results of task performance behaviors that must be reported by firms to the government on an annual basis. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-03 How do organizations identify the behaviors that underlie task performance?Topic: Task Performance

9. (p. 39) O*NET captures the "numerous small decisions" that separate the most effective organizations from their competitors. FALSE

AACSB Standard: Use of Information TechnologyBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-03 How do organizations identify the behaviors that underlie task performance?Topic: Task Performance

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10. (p. 41) The most valuable employees in any organization are those who take extra efforts and perform tasks that were previously unheard of. TRUE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

11. (p. 41) Courtesy involves maintaining a good attitude with coworkers, even when they've done something annoying or when the unit is going through tough times. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

12. (p. 42) Sportsmanship involves assisting coworkers who have heavy workloads, aiding them with personal matters, and showing new employees the ropes when they first arrive on the job. FALSE


13. (p. 42) Behaviors that fall under the "teamwork" can be called as examples of interpersonal citizenship behavior. TRUE


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14. (p. 42) Organizational citizenship behaviors benefit the larger organization by supporting and defending the company, working to improve its operations, and being especially loyal to it. TRUE


15. (p. 43) Boosterism involves speaking up and offering constructive suggestions for change. FALSE


16. (p. 44) The importance of citizenship behaviors increases during organizational crises. TRUE

AACSB Standard: Business Knowledge and Analytic Skills, Group/Individual Dynamics In OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

17. (p. 45) Counterproductive behavior is defined as employee behaviors that unintentionally hinder organizational goal accomplishment. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-05 What is counterproductive behavior?Topic: Counterproductive Behavior

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18. (p. 46) Production deviance refers to behaviors that intentionally disadvantage the larger organization rather than other individuals. FALSE


19. (p. 46) Wasting resources is the most common form of production deviance. TRUE


20. (p. 47) Substance abuse is a form of political deviance. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-05 What is counterproductive behavior?Topic: Counterproductive Behavior

21. (p. 47) Political deviance refers to behaviors that intentionally harm the organization's assets and possessions. FALSE


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22. (p. 47) Gossiping represents communication that is rude, impolite, discourteous, and lacking in good manners. FALSE


23. (p. 47) Personal aggression is defined as hostile verbal and physical actions directed toward other employees. TRUE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-05 What is counterproductive behavior?Topic: Counterproductive Behavior

24. (p. 47) People who engage in one form of counterproductive behavior do not usually engage in other forms. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-05 What is counterproductive behavior?Topic: Counterproductive Behavior

25. (p. 47) Sometimes the best task performers are also the employees who engage in high levels of counterproductive behavior. TRUE

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-05 What is counterproductive behavior?Topic: Counterproductive Behavior

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26. (p. 50) Historically speaking, research on organizational behavior has focused on the theoretical aspects of job performance. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?Topic: Knowledge Work

27. (p. 50) In addition to being more cognitive, knowledge work tends to be more structured and routine in nature. FALSE


28. (p. 50-51) Service work involves direct verbal or physical interactions with customers. TRUE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?Topic: Service Work

29. (p. 52) One implication for job performance of the increase in service jobs would be that service work places a greater premium on high levels of citizenship behavior. TRUE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?Topic: Service Work

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30. (p. 52) The MBO approach involves collecting performance information not just from the supervisor but from anyone else who might have firsthand knowledge about the employee's performance behaviors. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: MBO Approach

31. (p. 53) BARS emphasizes the results of job performance as much as it does the performance behaviors themselves. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Behaviorally Anchored Rating Scales

32. (p. 53) Feedback from BARS can help an employee develop and improve over time. TRUE

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Behaviorally Anchored Rating Scales

33. (p. 53) Very few 360 degree feedback systems ask the employee to provide ratings of his/her own performance. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: 360 Degree Feedback

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34. (p. 53-54) Despite its popularity, 360 degree feedback is not well suited for developing employee talent. FALSE

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: 360 Degree Feedback

35. (p. 54) According to Jack Welch's "Vitality curve", the employees are segregated into the top 30 percent, the vital middle 60 percent and the bottom 10 percent. FALSE

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Forced Ranking

36. (p. 54-55) According to Welch, C players are the backbone of the company but lack the passion of the A players. FALSE

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Forced Ranking

37. (p. 55) Social Networking sites and their applications can also be used to monitor employee performance. TRUE

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Social Networking Systems

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38. (p. 35) The value of the set of employee behaviors that contribute, either positively or negatively, to organizational goal accomplishment is known as A. job commitment.B. task performance.C. job satisfaction.D. job performance.E. organizational commitment.

Job Performance is formally defined as the value of the set of employee behaviors that contribute, either positively or negatively, to organizational goal accomplishment. Job performance includes behaviors that are within the control of employees, but it places a boundary on which behaviors are (and are not) relevant to job performance.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-01 What is job performance?Topic: Job Performance

39. (p. 36) Employee behaviors that are directly involved in the transformation of organizational resources into the goods or services that the organization produces, is known as A. task performance.B. citizenship behavior.C. counterproductive behavior.D. job performance.E. organizational commitment.

Task performance includes employee behaviors that are directly involved in the transformation of organizational resources into the goods or services that the organization produces. Task performance behaviors will focus on the tasks, duties, and responsibilities that are a core part of the job.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-02 What is task performance?Topic: Task Performance

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40. (p. 36) The explicit obligations that an employee must fulfill to receive compensation and continued employment is known as A. job performance.B. citizenship behavior.C. organizational commitment.D. task performance.E. counterproductive behavior.

Task performance is the set of explicit obligations that an employee must fulfill to receive compensation and continued employment. Task performance behaviors will focus on the tasks, duties, and responsibilities that are a core part of the job.


41. (p. 36) Charles finds an advertisement for the post of Accountant in a local newspaper. It mentions preparing, examining, and analyzing accounting records for accuracy and completeness as job responsibilities. These job descriptions most likely falls under A. job withdrawal.B. task performance.C. counterproductive behavior.D. citizenship behaviors.E. organizational commitment.

For an accountant, task performance involves preparing, examining, and analyzing accounting records for accuracy and completeness. These are part of the daily work that an accountant is expected to perform.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ApplicationDifficulty Level: ModerateLearning Objective: 02-02 What is task performance?Topic: Task Performance

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42. (p. 36-37) Riya has become famous creating new styles in Women's formal wear. Her assistants duplicate the pattern created by Riya, cut cloth pieces and sew them into a garment. The work done by Riya would fall under _____ whereas the work done by her assistants could be termed as _____ respectively. A. Routine task performance; Creative task performanceB. Creative task performance; Counterproductive behaviorC. Citizenship behaviors; Counterproductive behaviorD. Counterproductive behavior; Creative task performanceE. Creative task performance; Routine task performance

Creative Task Performance is the degree to which individuals develop ideas or physical outcomes that are both novel and useful whereas routine task performance involves well-known responses to demands that occur in a normal, routine, or otherwise predictable way.Since Riya has become famous because of her novel designs, it is termed as creative task performance. Though her assistants work on the new styles created by Riya, they merely duplicate the pattern, which is part of their daily job. Hence it is routine task performance.

AACSB Standard: Group/Individual Dynamics in Organizations, Reflective Thinking SkillsBloom's Taxonomy: ApplicationDifficulty Level: ModerateLearning Objective: 02-02 What is task performance?Topic: Task Performance

43. (p. 36) Well-known responses to normal job demands that occur in a predictable way are known as A. job withdrawal.B. adaptive task performance.C. counterproductive behavior.D. routine task performance.E. citizenship behavior.

Routine task performance involves well-known responses to demands that occur in a normal, routine, or otherwise predictable way. Routine task performance includes duties that are done over and over again without any major changes in the way it is done.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-02 What is task performance?Topic: Task Performance

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44. (p. 36) Paul, a ticket collector, performs his duty robotically day in and day out. This can be termed as A. job withdrawal.B. adaptive task performance.C. routine task performance.D. counterproductive behavior.E. citizenship behavior.

Routine task performance involves well-known responses to demands that occur in a normal, routine, or otherwise predictable way. Routine task performance includes duties that are done over and over again without any major changes in the way it is done.

AACSB Standard: Reflective Thinking SkillsBloom's Taxonomy: ApplicationDifficulty Level: ModerateLearning Objective: 02-02 What is task performance?Topic: Task Performance

45. (p. 36) An employee's response to job demands that are novel, unusual, or unpredictable is known as A. job withdrawal.B. adaptive task performance.C. counterproductive behavior.D. routine task performance.E. citizenship behavior.

Adaptive task performance, or more commonly "adaptability," involves employee responses to task demands that are novel, unusual, or, at the very least, unpredictable. It includes behaviors like handling emergencies, work stress etc.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-02 What is task performance?Topic: Task Performance

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46. (p. 37) For a kindergarten teacher, assisting her students out of a smoke-filled elementary school is an example of A. citizenship behavior.B. routine task performance.C. job withdrawal.D. counterproductive behavior.E. adaptive task performance.


AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-02 What is task performance?Topic: Task Performance

47. (p. 38) Adaptability involves all of these except: A. handling work stress.B. solving problems creatively.C. handling emergencies.D. performing daily routine work.E. demonstrating interpersonal adaptability.

Adaptability involves handling work stress, solving problems creatively, handling emergencies and demonstrating interpersonal adaptability.


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48. (p. 38) Which of the following behaviors involved in adaptability, deals with anticipating change in the work demands and searching for and participating in assignments or training to prepare for these changes? A. Handling work stressB. Solving problems creativelyC. Dealing with uncertain and unpredictable work situationsD. Learning work tasks, technologies, and work situationsE. Demonstrating interpersonal adaptability

Learning work tasks, technologies, and work situations involves deals with anticipating change in the work demands and searching for and participating in assignments or training to prepare for these changes.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-03 How do organizations identify the behaviors that underlie task performance?Topic: Task Performance

49. (p. 37-38) Which of the following is wrong about job analysis? A. The first step is generating a list of all job activities.B. A subject matter expert is consulted regarding the frequency and importance of all job activities.C. Activities are rated highly in terms of frequency and importance.D. Activities which have the least values are used to define job responsibilities.E. Activities which have the highest values are used to define job responsibilities.

A Job analysis consists of the following steps: listing all job activities; consulting with a subject matter expert regarding the frequency and importance of all job activities; rating these activities and using the ones with the highest values to define the job responsibilities.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-03 How do organizations identify the behaviors that underlie task performance?Topic: Task Performance

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50. (p. 39) The electronic government database used to identify the set of behaviors needed to define task performance is known as A. behavioral anchored ratings scale network.B. job analysis network.C. occupational information network.D. task performance analysis network.E. occupational responsibilities network.

The electronic government database used to identify the set of behaviors needed to define task performance is known as occupational information network or O-NET.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-03 How do organizations identify the behaviors that underlie task performance?Topic: Task Performance

51. (p. 39-40) Which of the following statements about the O*NET is false? A. It captures the "numerous small decisions" that separate the most effective organizations from their competitors.B. It is an online database.C. It is involved in figuring out the important tasks for a given job.D. It includes the characteristics of most jobs in terms of tasks.E. It includes the required knowledge, skills, and abilities to perform the task.

The online database O-NET includes the characteristics of most jobs in terms of tasks, the required knowledge, skills, and abilities to perform the task. This helps in identifying the important tasks of a given job, which is the first step in job analysis.


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52. (p. 41) Relatively discretionary activities that contribute to the organization by improving the overall quality of the setting in which work takes place, is known as A. creative task performance.B. adaptive task performance.C. counterproductive behavior.D. citizenship behavior.E. routine task performance.

Citizenship behavior is defined as voluntary employee activities that may or may not be rewarded but that contribute to the organization by improving the overall quality of the setting in which work takes place. Citizenship behavior is the differentiating factor between the good and the most effective companies.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

53. (p. 41) Citizenship behaviors can be divided into the two main categories of A. intrapersonal and organizational.B. interpersonal and intrapersonal.C. organizational and political.D. interpersonal and political.E. interpersonal and organizational.

Citizenship Behavior, which is defined as voluntary employee activities that may or may not be rewarded but that contribute to the organization by improving the overall quality of the setting in which work takes place. Citizenship behavior is divided in to interpersonal and organizational behavior.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

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54. (p. 42) Which of these behaviors benefits coworkers and colleagues and involves assisting, supporting, and developing other organizational members in a way that goes beyond normal job expectations? A. Intrapersonal citizenship behaviorB. Interpersonal citizenship behaviorC. Organizational citizenship behaviorD. Production citizenship behaviorE. Political citizenship behavior

Interpersonal citizenship behavior of an employee benefits his t coworkers and colleagues. It involves assisting, supporting, and developing other organizational members in a way that goes beyond normal job expectations. Activities such as helping, being courteous, respectful and having a sense of sportsmanship fall under interpersonal citizenship behavior.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

55. (p. 41-42) Interpersonal citizenship behaviors consist of all the following except: A. helping.B. courtesy.C. sportsmanship.D. courage.E. respect for others.

Interpersonal citizenship behavior of an employee benefits his t coworkers and colleagues. It involves assisting, supporting, and developing other organizational members in a way that goes beyond normal job expectations. Activities such as helping, being courteous, respectful and having a sense of sportsmanship fall under interpersonal citizenship behavior.


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56. (p. 41-42) Interpersonal citizenship behavior includes A. voice.B. civic virtue.C. sportsmanship.D. boosterism.E. courage.

Activities such as helping, being courteous, respectful and having a sense of sportsmanship fall under interpersonal citizenship behavior. Activities such as voice, boosterism and civic virtue come under organizational citizenship behavior.


57. (p. 41-42) Suzy keeps the other employees in her department informed about various issues that are relevant to them. This classifies under A. helping.B. courtesy.C. sportsmanship.D. civic virtue.E. boosterism.

Courtesy refers to keeping coworkers informed about matters that are relevant to them.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ApplicationDifficulty Level: ModerateLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

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58. (p. 42) Don always maintains a good attitude with coworkers even when the department is going through tough times. Don's behavior can be called as A. helping.B. courtesy.C. sportsmanship.D. civic virtue.E. boosterism.

Sportsmanship involves maintaining a good attitude with coworkers, even when they've done something annoying or when the unit is going through tough times.


59. (p. 42) Which of these is false about interpersonal behavior? A. A team whose members have good interpersonal behavior is likely to have a positive team atmosphere.B. Interpersonal behavior is most important when employees work in small groups.C. Interpersonal behavior is most important when employees work in large groups.D. Behaviors that commonly fall under the "teamwork" heading are examples of interpersonal behavior.E. Team members with good interpersonal behavior tend to work towards achieving common goals.

Although interpersonal citizenship behavior is important in many different job contexts, it may be even more important in contexts in which employees work in small groups or teams. Also, team members with high interpersonal behavior work towards common goals, create positive team atmosphere.


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60. (p. 42-43) Which of the following is not organizational citizenship behavior? A. Civic virtue.B. Offering constructive suggestions.C. Representing your company in a positive world to the public.D. Doing damage to company assets.E. Behaviors that benefit the larger organization.

Organizational citizenship behavior includes civic virtue; voice which is defined as speaking up and offering constructive suggestions for change; boosterism, which is defined as representing your company in a positive world. In general all those behaviors that benefit the organization are classified under organizational citizenship behavior.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

61. (p. 42-43) Some people react to bad rules or policies by constructively trying to change them, instead of passively complaining about them. This positive characteristic is A. helping.B. sportsmanship.C. voice.D. civic virtue.E. boosterism.

Voice involves speaking up and offering constructive suggestions for change.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

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62. (p. 43) Helen is often forced to participate in meetings and functions. The trait missing in her is A. helping.B. civic virtue.C. sportsmanship.D. voice.E. boosterism.

Civic virtue refers to participating in the company's operations at a deeper-than-normal level by attending voluntary meetings and functions, reading and keeping up with organizational announcements, and keeping abreast of business news that affects the company.

AACSB Standard: Reflective Thinking SkillsBloom's Taxonomy: ApplicationDifficulty Level: ModerateLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

63. (p. 43) James, a junior level manager, keeps himself updated with organizational announcements and news that affect his company. This comes under the category of A. helping.B. voice.C. sportsmanship.D. civic virtue.E. boosterism.



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64. (p. 43) Elizabeth seems like a cheerleader for Villa Italiano as she represents the organization in a positive way when she's away from work. This could be viewed as A. helping.B. voice.C. sportsmanship.D. civic virtue.E. boosterism.

Boosterism means representing the organization in a positive way when out in public, away from the office, and away from work.


65. (p. 43) The new trainee at the Little Italy restaurant was advised not to share the problems encountered daily, with his friends, to protect the good image of the restaurant, he should learn and practice the concept of _____ to become a good employee. A. civic virtueB. helpingC. voiceD. boosterismE. sportsmanship

Boosterism means representing the organization in a positive way when out in public, away from the office, and away from work.

AACSB Standard: Reflective Thinking SkillsBloom's Taxonomy: ApplicationDifficulty Level: ModerateLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

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66. (p. 44) During organizational crisis, which of these cannot be termed critical? A. Beneficial suggestionsB. Deep employee involvementC. Positive "public face"D. Asking for change of HR policiesE. Not complaining about the situations

During organizational crisis, one must offer beneficial suggestions, and have a positive public face and not complaining about the situations and have deep employee involvement. These can be termed critical.


67. (p. 45) Employee behaviors that intentionally hinder organizational goal accomplishment are known as A. task performance.B. citizenship behaviors.C. counterproductive behavior.D. job withdrawal.E. organizational commitment.

Counterproductive behavior, defined as employee behaviors that intentionally hinder organizational goal accomplishment. These are things that employees mean to do, not things they accidentally do.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-05 What is counterproductive behavior?Topic: Counterproductive Behavior

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68. (p. 45) Behaviors that intentionally harm the organization's assets and possessions are categorized as A. production deviance.B. political deviance.C. property deviance.D. personal aggression.E. organizational deviance.

Property deviance refers to behaviors that harm the organization's assets and possessions.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: KnowledgeDifficulty Level: EasyLearning Objective: 02-05 What is counterproductive behavior?Topic: Counterproductive Behavior

69. (p. 45) At ABC Coffee Roasters, employees learned that a few of them will be losing their jobs, and in response, they purposefully started to mix decafe beans in bags of regular beans and vice versa. This created serious customer service issues and the company lost major accounts. The action of the employees at ABC can be described as A. theft.B. incivility.C. wasting resources.D. sabotage.E. political deviance.

Property deviance refers to behaviors that harm the organization's assets and possessions. A type of property deviance, Sabotage represents the purposeful destruction of physical equipment, organizational processes, or company products.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ApplicationDifficulty Level: DifficultLearning Objective: 02-05 What is counterproductive behavior?Topic: Counterproductive Behavior

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70. (p. 45) Which of these behaviors is included in the "serious category" of organizational counterproductive behavior? A. SabotageB. GossipingC. IncivilityD. Substance abuseE. Wasting resources

The serious category includes personal aggression comprising of harassment and abuse; property deviance which includes theft and sabotage.


71. (p. 46) All of these can be called as counterproductive behaviors except: A. political deviance.B. personal aggression.C. property deviance.D. production deviance.E. process deviance.

Counterproductive behavior, defined as employee behaviors that intentionally hinder organizational goal accomplishment. It includes political deviance, personal aggression, property deviance and production deviance.


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72. (p. 46) Which of these behaviors is included in the "serious" category of interpersonal counterproductive behavior? A. SabotageB. HarassmentC. IncivilityD. Substance abuseE. Wasting of Resources

Serious interpersonal counterproductive behavior includes personal aggression (abuse and harassment).


73. (p. 46) All of these behaviors are included in the "minor" category of organizational counterproductive behavior except: A. incivility.B. wasting resources.C. gossiping.D. sabotage.E. substance abuse.

Minor counterproductive behavior includes production deviance (wasting resources, substance abuse) and political deviance (gossiping and incivility).


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74. (p. 46) Identify the minor organizational counterproductive behavior. A. SabotageB. HarassmentC. IncivilityD. GossipingE. Wasting resources

The minor organizational offenses include wasting resources, which is part of production deviance. Gossiping and incivility belong to minor interpersonal behaviors. Harassment is a serious interpersonal behavior and sabotage is a serious organizational offense.


75. (p. 46) Which of these behaviors is included in the "minor" category of interpersonal counterproductive behavior? A. SabotageB. HarassmentC. IncivilityD. Substance abuseE. Theft

The minor interpersonal offense is incivility, which is part of political deviance. Harassment is a serious interpersonal behavior and sabotage is a serious organizational offense while substance abuse is a minor organizational offense.


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76. (p. 46) Which of these behaviors are considered to be production deviance? A. Wasting resources and substance abuseB. Sabotage and theftC. Gossiping and incivilityD. Harassment and abuseE. Interpersonal and organizational behaviors

Production deviance includes wasting resources and substance abuse; sabotage and theft come under property deviance; gossiping and incivility come under political deviance; personal aggression includes harassment and abuse.


77. (p. 46) Property deviance includes the following set of behaviors. They are A. interpersonal and organizational.B. sabotage and theft.C. gossiping and incivility.D. harassment and abuse.E. wasting resources and substance abuse.

Production deviance includes wasting resources and substance abuse; sabotage and theft come under property deviance; gossiping and incivility come under political deviance; personal aggression includes harassment and abuse.


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78. (p. 46-47) Behaviors that focus specifically on reducing the efficiency of work output are known as A. political deviance.B. property deviance.C. personal aggression.D. personal assertion.E. production deviance.

Production deviance, directed against the organization, focuses specifically on reducing the efficiency of work output. It includes wasting of resources and substance abuse.


79. (p. 46-47) _____ is the most common form of production deviance. A. TheftB. IncivilityC. Wasting resourcesD. SabotageE. Harassment

Production deviance, directed against the organization, focuses specifically on reducing the efficiency of work output. It includes Wasting of resources and Substance abuse.


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80. (p. 47) Edward is one of the four administrative assistants in the College of Business at Teach International University. Unfortunately, he accomplishes less than one-third the work as compared to the other assistants because he purposely works slowly. He also takes too many breaks. Identify the counterproductive behaviors he is exhibiting. A. IncivilityB. Wasting resourcesC. HarassmentD. TheftE. Sabotage

Wasting resources, the most common form of Production deviance, occurs when employees use too many materials or too much time to do too little work. Workers who work too slowly or take too many breaks are also wasting resources because "time is money" comes under wasting resources.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ApplicationDifficulty Level: ModerateLearning Objective: 02-05 What is counterproductive behavior?Topic: Counterproductive Behavior

81. (p. 46-47) Every day Johnny comes to work intoxicated, and this compromises his work efficiency. Which of these counterproductive behaviors is Johnny engaging in? A. Production devianceB. IncivilityC. Property devianceD. Personal aggressionE. Process deviance

Substance abuse represents another form of Production deviance. It occurs when employees use drugs or alcohol while on the job or shortly before coming to work.


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82. (p. 47) Behaviors that intentionally disadvantage other individuals rather than the larger organization are known as A. theft.B. incivility.C. wasting resources.D. sabotage.E. political deviance.

Political deviance refers to behaviors that intentionally disadvantage other individuals rather than the larger organization. It includes gossiping and incivility.


83. (p. 47) Allison loves to be "in the know" and carries on casual conversations about other people in which the facts are not confirmed. Which type of counterproductive behavior is Allison demonstrating? A. Substance abuseB. Wasting resourcesC. Political devianceD. Personal aggressionE. Gossiping

Gossiping is defined as casual conversations about other people in which the facts are not confirmed as true. It is one form of political deviance.


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84. (p. 47) Communication that is rude, impolite, discourteous, and lacking in good manners can be termed as A. improper communication.B. incivility.C. harassment.D. personal aggression.E. gossiping.

Incivility represents communication that is rude, impolite, discourteous, and lacking in good manners. It is a form of political deviance.


85. (p. 47) Ricardo has dinner with one of the company's most important clients. The client calls Ricardo's boss the next day to complain that Ricardo was discourteous, impolite, and rude the evening before. This situation is an example of A. improper communication.B. harassment.C. incivility.D. personal aggression.E. gossiping.

Incivility represents communication that is rude, impolite, discourteous, and lacking in good manners. It is a form of Political deviance.


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86. (p. 47) Behavior that involves verbal hostility and physical altercations directed toward other employees is known as A. professional etiquette.B. incivility.C. personal aggression.D. sabotage.E. political deviance.

Personal aggression is defined as hostile verbal and physical actions directed toward other employees.


87. (p. 47) Which of the following occurs when employees are subjected to unwanted physical contact or verbal remarks from a colleague? A. HarassmentB. AbuseC. IncivilityD. Productive aggressionE. Sabotage

Personal aggression is defined as hostile verbal and physical actions directed toward other employees. Harassment falls under this heading and occurs when employees are subjected to unwanted physical contact or verbal remarks from a colleague.


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88. (p. 47) Which of the following occurs when an employee is assaulted or endangered such that physical and psychological injuries may occur? A. Productive aggressionB. Non productive aggressionC. IncivilityD. AbuseE. Gossiping

Abuse also falls under this heading; it occurs when an employee is assaulted or endangered in such a way that physical and psychological injuries may occur.


89. (p. 47) Which of the following is false about counterproductive behaviors? A. People who engage in one form of counterproductive behavior also tend to engage in other forms of counterproductive behavior.B. Counterproductive behavior is relevant to any job.C. There is a strong positive correlation between task performance and counterproductive behavior.D. Counterproductive behaviors tend to represent a pattern of behavior rather than isolated incidents.E. Sometimes the best task performers are the ones who can best get away with counterproductive actions.

There is only a weak negative correlation between task performance and counterproductive behavior.

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: DifficultLearning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?Topic: Counterproductive Behavior

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90. (p. 47) There is _____ correlation between task performance and counterproductive behavior. A. a weak negativeB. a weak positiveC. a strong negativeD. a strong positiveE. no

There is only a weak negative correlation between task performance and counterproductive behavior.

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: DifficultLearning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?Topic: Counterproductive Behavior

91. (p. 50) Historically, research on OB has focused on the _____ aspects of job performance. A. educationalB. knowledgeC. learningD. physicalE. theoretical

Historically speaking, research on organizational behavior has focused on the physical aspects of job performance.


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92. (p. 50) Which of the following statements about knowledge work is false? A. By the early 1990s, the majority of new jobs required employees to apply analytical knowledge acquired through formal education and continuous learning.B. The tools used to do knowledge work change quickly.C. Statistics from the U.S. Department of Labor confirm the rise of knowledge work.D. Jobs involving cognitive activity are becoming more prevalent than jobs involving physical activity.E. Knowledge work tends to be less fluid and dynamic in nature.

There has been a considerable rise in the level of knowledge work. In addition to being cognitive, it tends to more fluid and dynamic in nature.

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?Topic: Knowledge Work

93. (p. 51) According to projections, which of the following represents the bulk of the service job growth? A. Maintenance workersB. Repair sheet metal workersC. Retail salespersonsD. Construction industry laborersE. Production jobs

According to projections, retail salespersons, customer service representatives, and food service workers would represent the bulk of that service job growth.

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: DifficultLearning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?Topic: Service Work

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94. (p. 52-53) Which of the following about MBO is false? A. It is a management philosophy that bases an employee's evaluations on whether the employee achieves specific performance goals.B. Employee involvement is high.C. It is a set of mutually agreed-upon objectives that are measurable and specific.D. It is best suited for managing the performance of employees who work in contexts in which subjective measures of performance can be quantified.E. Employee performance can be gauged by referring to the degree to which the employee achieves results that are consistent with the objectives.

MBO is best suited for managing the performance of employees who work in contexts in which objective measures of performance can be quantified.

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Management By Objectives

95. (p. 52) Which of the following bases an employee's evaluations on whether the employee achieves specific performance goals? A. Behaviorally anchored rating scalesB. Management by objectivesC. 360 degree feedbackD. BenchmarkingE. Behavioral observation scales

MBO bases an employee's evaluations on whether the employee achieves specific performance goals.

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Management By Objectives

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96. (p. 53) A BARS approach might use critical incidents to create response anchors, ranging from 1-5 where 5 indicates? A. Unwilling to accept changes.B. Poor adaptive performance.C. Excellent adaptive performance.D. Able to make changes with average amount of instruction.E. Requires persuasion and supervision to make changes.

A BARS approach might use critical incidents to create response anchors, ranging from 1-5 where 5 indicates excellent adaptive performance.

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Behaviorally Anchored Rating Scales

97. (p. 53) The management technique that assesses an employee's performance by directly assessing job performance behaviors is known as A. behaviorally anchored rating scales.B. management by objectives.C. 360 degree feedback.D. behaviorally applicable rating scales.E. 180 degree feedback.

Behaviorally Anchored Rating Scales (BARS) assess performance by directly assessing job performance behaviors. The BARS approach uses "critical incidents".

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Behaviorally Anchored Rating Scales

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98. (p. 53) The short descriptions of effective and ineffective behaviors used to create an employee performance measurement instrument that managers can use to evaluate employee behavior are known as A. 360 degree feedback.B. management by objectives.C. critical incidents.D. critical events.E. favorable incidents.

The BARS approach uses "critical incidents"—short descriptions of effective and ineffective behaviors—to create a measure that can be used to evaluate employee performance.

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Behaviorally Anchored Rating Scales

99. (p. 53) The management technique that involves collecting performance information not just from the supervisor but from anyone else who might have firsthand knowledge about the employee's performance behaviors is known as A. behaviorally anchored rating scales.B. management by objectives.C. 360 degree feedback.D. 180 degree feedback.E. 90 degree feedback.

The 360 degree feedback approach involves collecting performance information not just from the supervisor but from anyone else who might have firsthand knowledge about the employee's performance behaviors.

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: 360 Degree Feedback

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100. (p. 54) The management technique "Vitality curve" was developed by A. Steve Balmer.B. Steve Jobs.C. Jack Welch.D. Jeff Bezos.E. David Allen.

The management technique "Vitality curve" was developed by Jack Welch, CEO of General Electric.

AACSB Standard: Business Knowledge and Analytic SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Forced Ranking

101. (p. 54) According to Jack Welch's Vitality curve, which of the following is not an element of GE leadership? A. High energy levels.B. The edge to make tough yes-and-no decisions.C. Ability to energize others.D. Outgoing nature.E. Ability to consistently execute and deliver on their promises.

The four E's of GE Leadership include high energy levels, the edge to make tough yes-and-no decisions, ability to energize others and ability to consistently execute and deliver on their promises.

AACSB Standard: Reflective Thinking SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Forced Ranking

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102. (p. 54-55) Which of the following about forced ranking method is false? A. It is based on Jack Welch's Vitality curve.B. It compels managers to rank all of their people into one of three categories: the top 20 percent (A players), the vital middle 70 percent (B players), or the bottom 10 percent (C players).C. The B players are to be developed as better managers.D. Employees may become hypercompetitive with one another to avoid finding themselves in a lower category.E. The B players possess the four E's of GE Leadership.

Jack Welch's Vitality curve led to the Forced Ranking method, which forces managers to rank them into three categories, the disadvantage being employees may become hypercompetitive. The A players possess the four E's of GE leadership.

AACSB Standard: Reflective Thinking SkillsBloom's Taxonomy: KnowledgeDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Forced Ranking

Scenario: Family Dentistry, Inc.Amanda, Bianca, and Carol are three dental hygienists who work for Dr. Devon at Family Dentistry. All three hygienists do pretty much the same thing everyday. On an average, they see 12 people everyday for regular teeth cleaning which involves cleaning, flossing, and normal checkup. Dr. Devon, on the other hand, has quite unpredictable job. She has to respond to all types of teeth-related emergencies including having to do surgeries. All three hygienists always try to help each other out, have a very good attitude in general toward each other, and keep each other informed about matters that are relevant to them and to Dr. Devon. Amanda specifically takes on the role of attending all community-related voluntary meetings and functions where Family Dentistry may have a stake or are asked for involvement. On her own time, she keeps up on all dental regulations and business-related news that may have an impact on the firm. Carol, on the other hand, can be described as the unofficial publicist of Family Dentistry. She always represents the firm in a very positive way away from work. In groups she belongs to, at church, or at her children's school, she is always bragging about how good it is to work at Family Dentistry. Dr. Devon couldn't be happier to have such wonderful people working with her.

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103. (p. 36) Amanda, Bianca, and Carol contribute most directly to the business goals of the Family Dentistry practice through their A. creative task performance.B. routine task performance.C. interpersonal task performance.D. intrapersonal task performance.E. adaptive task performance.

Routine task performance involves well-known responses to demands that occur in a normal, routine, or otherwise predictable way. Since all three perform regular duties, it can be termed as routine task performance.


104. (p. 36-37) Dr. Devon contributes most directly to the business goals of the Family Dentistry through A. creative task performance.B. routine task performance.C. interpersonal task performance.D. intrapersonal task performance.E. adaptive task performance.

Adaptive task performance or "adaptability" involves employee responses to task demands that are novel, unusual, or, at the very least, unpredictable. Dr. Devon responds to emergencies and performs duties on the spot. This is termed as adaptive task performance.


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105. (p. 41) The three hygienists' interact with one another in a manner that reflects high levels of A. boosterism.B. interpersonal citizenship behavior.C. routine task performance.D. adaptive task performance.E. organizational citizenship behavior.

Interpersonal citizenship behavior benefits coworkers and colleagues and involve assisting, supporting, and developing other organizational members in a way that goes beyond normal job expectations.


106. (p. 43) Amanda's activities during her personal time can be described as A. counterproductive behavior.B. boosterism.C. civic virtue.D. sportsmanship.E. voice.



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107. (p. 43) Which of these citizenship behaviors does Carol exhibit? A. VoiceB. SportsmanshipC. Civic virtueD. BoosterismE. Political deviance

Boosterism means representing the organization in a positive way when out in public, away from the office, and away from work. Carol exhibits boosterism by acting as the publicist of the dentistry.



Scenario: Family DinerEvan and Laura recently opened a local diner where people feel very comfortable with both the environment and food. Evan supervises the daily operations in the kitchen and cash counter which are fairly basic with limited menu choices and simple cash register operations. Laura runs the back office operations with accounting, paperwork, marketing, and all other issues related to the diner. Being new in the business, Evan and Laura are trying to get a handle on employee issues facing them. Two days ago Evan discovered that the cash register was $80 short and caught Jerome, a new hire, with the money. Cindy, the cook at the diner, arrived at work intoxicated three days in a row, and this not only affected her cooking, but resulted in several customer complaints. Evan also found Shawn, the dishwasher, making verbal remarks at Cindy and touching her inappropriately. The only bright spot amongst employees was Neal. He maintained a good attitude with Cindy, Jerome, Shawn, and other co-workers even when they were annoying and the diner was having problems. Evan and Laura decided to have an employee meeting to address the issues before things get worse.

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108. (p. 37) Evan's daily work can be described as routine task performance. TRUE



109. (p. 36) Laura's work can be best described as A. routine task performance.B. reflective task performance.C. creative task performance.D. adaptive task performance.E. personal aggression.



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110. (p. 42) Which of these behaviors does Neal appear to be exhibiting? A. SportsmanshipB. Political devianceC. Personal aggressionD. BoosterismE. Civic virtue

Sportsmanship involves maintaining a good attitude with coworkers, even when they've done something annoying or when the unit is going through tough times.


111. (p. 45) Jerome's behavior can be associated with A. production deviance.B. personal aggression.C. property deviance.D. political deviance.E. boosterism.

Property deviance refers to behaviors that harm the organization's assets and possessions. Jerome was involved with theft, which falls under Property deviance.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ApplicationDifficulty Level: ModerateLearning Objective: 02-04 What is citizenship behavior?Topic: Counterproductive Behavior

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112. (p. 46-47) Under which category can Cindy's behavior be classified? A. Property devianceB. Personal aggressionC. BoosterismD. Political devianceE. Production deviance

Substance abuse, another form of production deviance involves employees using drugs or alcohol while on the job or shortly before coming to work.


113. (p. 47) Shawn's behavior can be categorized as A. production deviance.B. personal aggression.C. property deviance.D. political deviance.E. boosterism.

Harassment, which falls under Personal aggression, is said to occur when employees are subjected to unwanted physical contact or verbal remarks from a colleague.


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Essay Questions

114. (p. 35-36, 41, 45) Define job performance and explain the elements of job performance.

Job performance is the value of the set of employee behaviors that contribute, either positively or negatively, to organizational goal accomplishment.Job performance elements include:◦ Task performance: It is defined as employee behaviors that are directly involved in the transformation of organizational resources into the goods or services that the organization produces. Task performance could be in the form of routine tasks, adaptive performance or creative performance.◦ Citizenship behavior: It includes voluntary employee activities that may or may not be rewarded but contribute to the organization by improving the team goals.◦ Counterproductive behavior: Employee behaviors that intentionally hinder organizational goal accomplishment come under this category.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-01 What is job performance?Learning Objective: 02-02 What is task performance?Learning Objective: 02-04 What is citizenship behavior?Learning Objective: 02-05 What is counterproductive behavior?Topic: Job Performance

115. (p. 36-37) Define task performance and explain its dimensions.

Task performance: Employee behaviors that are directly involved in the transformation of organizational resources into the goods or services that the organization produces come under this category. It includes1. Routine task performance: These are well-known responses to demands that occur in a normal, routine and predictable way. For example, an accountant's job.2. Adaptive task performance: These are employee responses to task demands that are novel, adaptive, unusual and unpredictable. Examples could be handling emergencies and crises.3. Creative task performance: is the degree to which individuals develop ideas or physical outcomes that are both novel and useful. An example could be developing breakthrough products.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-02 What is task performance?Topic: Task Performance

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116. (p. 36-37) Define job analysis. Explain the basic steps in formation of a job analysis

Job analysis is a process used to identify task behaviors. It helps in deciding the most important parameters for measuring employee performance. The various steps involved in the formation of a job analysis include:◦ Generating a list of all the activities involved with the particular role.◦ Letting subject matter experts rate the listed activities in terms of the frequency and importance of each activity.◦ Retaining and using the activities that are rated highly in terms of frequency and importance to define task performance.


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117. (p. 41-45) Elaborate on citizenship behavior and its types with examples.

Citizenship behavior, which is defined as voluntary employee activities that may or may not be rewarded but that contribute to the organization. The two types are:1. Interpersonal citizenship behavior includes all those behaviors that benefit coworkers and colleagues. They involve assisting, supporting, and developing other organizational members in a way that goes way beyond normal job expectations. It includes helping, courtesy and sportsmanship.◦ Helping: assisting coworkers who have heavy workloads, aiding them with personal matters, and showing new employees the ropes when they first arrive on the job.◦ Courtesy: keeping coworkers informed about matters that are relevant to them.◦ Sportsmanship: maintaining a good attitude with coworkers, even when they've done something annoying or when the unit is going through tough times.2. Organizational citizenship behavior: behaviors that benefit the larger organization by supporting and defending the company, working to improve its operations, and being especially loyal to it. This category includes voice, civic virtue and boosterism.◦ Voice: speaking up and offering constructive suggestions for change.◦ Civic virtue: participating in the company's operations at a deeper-than-normal level by attending voluntary meetings and functions, reading and keeping up with organizational announcements, and keeping abreast of business news that affects the company.◦ Boosterism: representing the organization in a positive way when out in public, away from the office, and away from work.Student answers can vary in terms of example.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ApplicationDifficulty Level: DifficultLearning Objective: 02-04 What is citizenship behavior?Topic: Citizenship Behavior

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118. (p. 45-47) Elucidate on counterproductive behavior and its types with examples:

Counterproductive behavior is defined as employee behaviors that intentionally hinder organizational goal accomplishment. The four types include: Property deviance: behaviors that harm the organization's assets and possessions.◦ Sabotage: purposeful destruction of physical equipment, organizational processes or company products.◦ Theft: intentional removal of an organization's tangible or intangible property. Production deviance: reduction of the efficiency of the work output.◦ Wasting resources: when employees use too many materials or too much time to do too little work.◦ Substance abuse: when employees use drugs or alcohol while on the job or shortly before coming to work. Political deviance: behaviors that intentionally disadvantage other individuals rather than the larger organization.◦ Gossiping: casual conversations about other people in which the facts are not conformed as true.◦ Incivility: communication that is rude, impolite, discourteous, and lacking in good manners. Personal aggression: hostile verbal and physical actions directed toward other employees.◦ Harassment: when employees are subjected to unwanted physical contact or verbal remarks from a colleague.◦ Abuse: occurs when an employee is assaulted or endangered in such a way that physical and psychological injuries may occur.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ApplicationDifficulty Level: DifficultLearning Objective: 02-05 What is counterproductive behavior?Topic: Counterproductive Behavior

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119. (p. 52-54) The kinds of jobs employees do are changing. What are the kinds of jobs that are likely to be used more in the future?

The two kinds of jobs that are more likely to be used in the future include: Knowledge work: jobs that involve cognitive ability. These require employees to engage in cognitive work, applying theoretical and analytical knowledge acquired through formal education and continuous learning. Knowledge work tends to be more fluid and dynamic in nature with the tools used to do knowledge work changing quickly. Service work: involves the creation of a service rather than a good or product and involves direct verbal and physical interactions with customers. They provide non-tangible goods to customers. Examples would include retail jobs, customer service representatives, and food service workers.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?Topic: Trends Affecting Performance

120. (p. 52-54) Given the increase in service jobs, explain the implications for job performance.

The implications for job performance are: The costs of bad task performance are more immediate and more obvious.◦ When a customer service representative does his or her job duties poorly, the customer is right there to notice.◦ The failure to deliver a service cannot be hidden or corrected by other employees, before it's too late. Service work context places a greater premium on high levels of citizenship behavior and low levels of counterproductive behavior.◦ If counterproductive behavior occurs, those negative emotions get transmitted to the customer during the service encounter. Thus maintaining a positive work environment becomes very vital.

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: DifficultLearning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?Topic: Trends Affecting Performance

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121. (p. 53-56) Discuss briefly on the four types of job performance management techniques.

Management by objectives: a management philosophy that bases an employee's evaluations on whether the employee achieves specific performance goals.Behaviorally anchored rating scale: (BARS) assess performance by directly assessing job performance behaviors by using critical incidents (short descriptions of effective and ineffective behaviors) on a measurement instrument that managers can use to evaluate employee performance.360 degree feedback: a performance evaluation approach that involves collecting performance information not just from the supervisor but from anyone else who might have firsthand knowledge (subordinates, peers, customers) about the employee's performance behaviors.Forced Ranking: Jack Welch's "vitality curve" forces managers to rank all of their people into one of three categories: the top 20 percent (A players), the vital middle 70 percent (B players), or the bottom 10 percent (C players).

AACSB Standard: Group/Individual Dynamics in OrganizationsBloom's Taxonomy: ComprehensionDifficulty Level: ModerateLearning Objective: 02-07 How can organizations use job performance information to manage employee performance?Topic: Application performance management

122. (p. 57) Explain Forced Ranking through Jack Welch's ‘Vitality curve'.

Forced Ranking: Jack Welch's "vitality curve" forces managers to rank all of their people into one of three categories: the top 20 percent (A players), the vital middle 70 percent (B players), or the bottom 10 percent (C players). The A players are thought to possess "the four Es of GE leadership"; The B players are developed. According to Welch, B players are the backbone of the company but lack the passion of As. The C players are those who cannot get the job done and are let go.The two criticisms against this method include: the system being unfair because it forces managers to give bad evaluations to employees who may be good performers, just to reach a pre-established percentage. Also employees may become hypercompetitive with one another to avoid finding themselves in a lower category.


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123. (p. 57) Social networking applications can be used to monitor employee performance. How true is this statement? Explain with an example.

Social networking technology has recently been applied in organizational contexts for the purposes of developing and evaluating employee job performance. It could be used by employees to post and update weekly and quarterly goals get anonymous feedback from colleagues. There are some advantages to these types of systems. They provide performance information that is much timelier, relative to traditional practices that measure performance quarterly or even yearly.


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chapter 02 job performance - test bank...

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