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Question
The manager has control over all three components of customer service interactions.
Answer
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Related questions
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The decision tree shows the profit outcomes for a coffee shop in a strong and a weak economy for next year. Suppose a third outcome is considered in which a moderate economy is 33 percent likely to occur. With this added outcome, how does the probability of a weak economy change? A) A weak economy is now 73 percent likely.
B) A weak economy is also 33 percent likely.
C) A weak economy is now 40 percent likely.
D) A weak economy is now 0 percent likely.
Q:
While global trade has improved since the recent recession, it has not rebounded to pre-2008 levels.
Q:
Recent data shows that employment in the United States is up, especially in high wage jobs.
Q:
Which kind of company would be less likely to fire its CEO after a poor performance?
A) a company with a symbolic view of management
B) a company with a realistic view of management
C) a company with an external view of management
D) a company with an omnipotent view of management
Q:
Which view of management describes a situation in which managers are directly responsible for a company's success or failure?
A) the structural view of management
B) the symbolic view of management
C) the omnipotent view of management
D) the realistic view of management
Q:
In the United States the gap between the rich and poor is ________.
A) decreasing
B) accepted
C) hidden
D) increasingly tolerated
Q:
Fayol's management processes are completely equivalent to Mintzberg's management roles.
Q:
Defining goals is a key part of the organizing function of management.
Q:
Application of Skills (Scenario)Harris, a budding stand-up comedian, spent months hanging out at Laugh Town, a local club, meeting other stand-ups, doing a lot of listening and finding out how they learned their trade. It got to the point where several of the star acts were trying out their new material on Harris. If Harris laughed, the material must be good, they said. Finally Harris got to the point where he wanted to try out his own act. Bobby G, a successful comic, agreed to listen to Harris. Bobby laughed a few times, but as he performed his material Harris couldn't help but wonder about the odd, pained expression on Bobby's face. When it was over, Bobby told him, "Very funny, Harris. Keep working on it." It was at that point that Harris decided he would become an agent for other comedians. Somehow, he knew that that was what he was truly suited for.Recognizing that the pained expression on Bobby G's face had more meaning than Bobby's encouraging words is an example of Harris using which skill?A) conceptual skillB) political skillC) interpersonal skillD) technical skill
Q:
Michelle is the general manager of a power plant. This morning, she will meet with city officials to discuss environmental issues. After the meeting, she will confer with the plant's section managers to address the concerns of the city representatives. This afternoon, Michelle will meet with a team leader to go over a complaint filed by an employee. After the complaint meeting, Michelle plans to spend time in the library and on the Internet researching new technologies that can be used to improve the performance of her plant. When Michelle spends time searching for new technologies for her plant, she is performing which management role?
A) leader
B) entrepreneur
C) spokesperson
D) disturbance handler
Q:
The General Manager (Scenario)Michelle is the general manager of a power plant. This morning, she will meet with city officials to discuss environmental issues. After the meeting, she will confer with the plant's section managers to address the concerns of the city representatives. This afternoon, Michelle will meet with a team leader to go over a complaint filed by an employee. After the complaint meeting, Michelle plans to spend time in the library and on the Internet researching new technologies that can be used to improve the performance of her plant.When Michelle learns from city officials about how her plant's operations may be affecting the environment, she is performing which management role?A) leaderB) resource allocatorC) entrepreneurD) liaison
Q:
Joe, the Manager (Scenario)As a production supervisor, Joe determines the number of output units his department will produce each week. On Monday, he informs his team that the schedule is going to be difficult this week due to the increased number of output units. He goes on to tell them that he is confident that they can fulfill the schedule because they are tough, talented, and "when the going gets tough, they are the ones who get going." Each day during the week, Joe checks the amount of output that the employees have completed and the number of units that have been rejected.When Joe checks the amount of output units that the team has completed and the number of units that have been rejected, he is performing which management process?A) controllingB) leadingC) planningD) organizing
Q:
Personal judgments and emotions should always be strictly ignored in a decision-making process.
Q:
In a strategic alliance, companies join together to form a separate entity to produce a product.
Q:
As a business expansion director, Shana's goal is to scout potential locations for her company's planned expansion to other countries. There are many options, some of which include maintaining the business's head office in the United States. Other options send company representatives to foreign operations when necessary, or establishing separate operation facilities abroad and hiring locals as managers. If Shana's company reorganizes based on industry groups with no designated home country, the entire organization would be considered a ________.
A) transnational organization
B) strategic alliance
C) multidomestic corporation
D) global corporation
Q:
Software programs that use a series of questions to aid humans in decision making are called ________.A) text reading softwareB) expert systemsC) group systemsD) support software
Q:
Which term best characterizes a decision that has bounded rationality?A) virtually perfectB) rigorous and comprehensiveC) not good enoughD) just good enough
Q:
In a short essay, list and discuss the first four steps in the decision-making process. Give an example of each step.
Q:
Functional departmentalization groups jobs by ________.
A) tasks they perform
B) territories they serve
C) products or services they manufacture or produce
D) type of customer they serve
Q:
Early users of work specialization in the early twentieth century found that the practice ultimately resulted in ________.
A) higher profits and better employee morale
B) bored workers with low morale
C) huge and permanent productivity gains
D) better communication among employees
Q:
Signing up for a college course that varies in length from 2 to 30 weeks with classes that last from 20 minutes to 3 hours is an example of which metaphor of change?
A) Three step model
B) Calm-waters
C) White-water rapids
D) Force-field
Q:
Employees in an organization with a matrix design can have two bosses for the same job.
Q:
A strength of a functional structure is that it avoids duplication of activities.
Q:
Eric the Redd (Scenario)Eric Redd graduated from college and was hired by a corporation that manufactured parts for the automotive industry. The employees on the assembly line seemed bored, and their motivation was low. Eric's employer decided to try to reorganize to increase productivity. During his career, Eric will see his job change from an engineer to a more complex job assignment.Eric, who is trained as an engineer, is now in a group with production workers and marketing specialists from different departments designing a new product that the company plans to offer. This situation could be described as a(n) ________.A) alternative assignmentB) collective assignmentC) advanced assignmentD) project assignment
Q:
How does a virtual organization save on costs?A) by hiring people who specialize in what they doB) by hiring fewer people than they need and making them work much longer hoursC) by eliminating all administrative dutiesD) by keeping only a small permanent staff for administrative purposes only
Q:
Education is a good way to overcome resistance to change due to misinformation.
Q:
One reason people resist change is that it goes against our habits.
Q:
Which method of reducing resistance to change is most likely to backfire on the manager who uses it?A) education and communicationB) negotiationC) participationD) manipulation