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Full file at https://fratstock.euChapter 02 - Job Performance
2-1
Chapter 02
Job 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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2-4
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 performance
B. Creative task performance; Counterproductive behavior
C. Citizenship behaviors; Counterproductive behavior
D. Counterproductive behavior; Creative task performance
E. 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 stress
B. Solving problems creatively
C. Dealing with uncertain and unpredictable work situations
D. Learning work tasks, technologies, and work situations
E. 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 behavior
B. Interpersonal citizenship behavior
C. Organizational citizenship behavior
D. Production citizenship behavior
E. 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 virtue
B. helping
C. voice
D. boosterism
E. sportsmanship
66. During organizational crisis, which of these cannot be termed critical?
A. Beneficial suggestions
B. Deep employee involvement
C. Positive "public face"
D. Asking for change of HR policies
E. 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. Sabotage
B. Gossiping
C. Incivility
D. Substance abuse
E. 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. Sabotage
B. Harassment
C. Incivility
D. Substance abuse
E. 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. Sabotage
B. Harassment
C. Incivility
D. Gossiping
E. Wasting resources
75. Which of these behaviors is included in the "minor" category of interpersonal
counterproductive behavior?
A. Sabotage
B. Harassment
C. Incivility
D. Substance abuse
E. Theft
76. Which of these behaviors are considered to be production deviance?
A. Wasting resources and substance abuse
B. Sabotage and theft
C. Gossiping and incivility
D. Harassment and abuse
E. 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. Theft
B. Incivility
C. Wasting resources
D. Sabotage
E. 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. Incivility
B. Wasting resources
C. Harassment
D. Theft
E. 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 deviance
B. Incivility
C. Property deviance
D. Personal aggression
E. 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 abuse
B. Wasting resources
C. Political deviance
D. Personal aggression
E. 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. Harassment
B. Abuse
C. Incivility
D. Productive aggression
E. Sabotage
88. Which of the following occurs when an employee is assaulted or endangered such that
physical and psychological injuries may occur?
A. Productive aggression
B. Non productive aggression
C. Incivility
D. Abuse
E. 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 negative
B. a weak positive
C. a strong negative
D. a strong positive
E. no
91. Historically, research on OB has focused on the _____ aspects of job performance.
A. educational
B. knowledge
C. learning
D. physical
E. 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 workers
B. Repair sheet metal workers
C. Retail salespersons
D. Construction industry laborers
E. 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 scales
B. Management by objectives
C. 360 degree feedback
D. Benchmarking
E. 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. Voice
B. Sportsmanship
C. Civic virtue
D. Boosterism
E. Political deviance
True / False Questions
Scenario: Family Diner
Evan 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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Multiple Choice Questions
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. Sportsmanship
B. Political deviance
C. Personal aggression
D. Boosterism
E. 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 deviance
B. Personal aggression
C. Boosterism
D. Political deviance
E. 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
True / False Questions
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 Skills
Bloom's Taxonomy: Knowledge
Difficulty Level: Easy Learning 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 Skills Bloom's Taxonomy: Comprehension
Difficulty Level: Easy
Learning 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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Easy
Learning 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
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge
Difficulty Level: Easy Learning Objective: 02-02 What is task performance?
Topic: Task Performance
5. (p. 37) Creative task performance is the degree to which individuals develop ideas or physical
outcomes that are both novel and useful.
TRUE
AACSB Standard: Business Knowledge and Analytic Skills Bloom's Taxonomy: Knowledge
Difficulty Level: Easy
Learning Objective: 02-02 What is task performance? Topic: Task Performance
Full file at https://fratstock.euChapter 02 - Job Performance
2-32
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 Skills
Bloom's Taxonomy: Comprehension Difficulty Level: Easy
Learning 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 Skills
Bloom's Taxonomy: Comprehension
Difficulty Level: Moderate Learning 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 Skills Bloom's Taxonomy: Knowledge
Difficulty Level: Moderate
Learning 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 Technology
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-03 How do organizations identify the behaviors that underlie task performance?
Topic: Task Performance
Full file at https://fratstock.euChapter 02 - Job Performance
2-33
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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning 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 Skills
Bloom's Taxonomy: Knowledge
Difficulty Level: Easy Learning 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
AACSB Standard: Business Knowledge and Analytic Skills Bloom's Taxonomy: Knowledge
Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior? Topic: Citizenship Behavior
13. (p. 42) Behaviors that fall under the "teamwork" can be called as examples of interpersonal
citizenship behavior.
TRUE
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior? Topic: Citizenship Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-34
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
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
15. (p. 43) Boosterism involves speaking up and offering constructive suggestions for change.
FALSE
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge
Difficulty Level: Moderate Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
16. (p. 44) The importance of citizenship behaviors increases during organizational crises.
TRUE
AACSB Standard: Business Knowledge and Analytic Skills, Group/Individual Dynamics In Organizations Bloom's Taxonomy: Comprehension
Difficulty Level: Moderate
Learning 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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-35
18. (p. 46) Production deviance refers to behaviors that intentionally disadvantage the larger
organization rather than other individuals.
FALSE
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
19. (p. 46) Wasting resources is the most common form of production deviance.
TRUE
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge
Difficulty Level: Moderate Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
20. (p. 47) Substance abuse is a form of political deviance.
FALSE
AACSB Standard: Business Knowledge and Analytic Skills Bloom's Taxonomy: Comprehension
Difficulty Level: Moderate
Learning 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
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-36
22. (p. 47) Gossiping represents communication that is rude, impolite, discourteous, and lacking
in good manners.
FALSE
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
23. (p. 47) Personal aggression is defined as hostile verbal and physical actions directed toward
other employees.
TRUE
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge
Difficulty Level: Easy Learning 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 Skills Bloom's Taxonomy: Comprehension
Difficulty Level: Moderate
Learning 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 Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-37
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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning 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
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge
Difficulty Level: Moderate Learning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?
Topic: Knowledge Work
28. (p. 50-51) Service work involves direct verbal or physical interactions with customers.
TRUE
AACSB Standard: Business Knowledge and Analytic Skills Bloom's Taxonomy: Knowledge
Difficulty Level: Easy
Learning 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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Easy
Learning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?
Topic: Service Work
Full file at https://fratstock.euChapter 02 - Job Performance
2-38
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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning 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 Skills
Bloom's Taxonomy: Comprehension
Difficulty Level: Moderate Learning 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 Organizations Bloom's Taxonomy: Comprehension
Difficulty Level: Moderate
Learning 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 Skills
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-07 How can organizations use job performance information to manage employee performance?
Topic: 360 Degree Feedback
Full file at https://fratstock.euChapter 02 - Job Performance
2-39
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 Skills
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning 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 Organizations
Bloom's Taxonomy: Comprehension
Difficulty Level: Moderate Learning 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 Organizations Bloom's Taxonomy: Comprehension
Difficulty Level: Moderate
Learning 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 Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-07 How can organizations use job performance information to manage employee performance?
Topic: Social Networking Systems
Full file at https://fratstock.euChapter 02 - Job Performance
2-40
Multiple Choice Questions
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 Organizations Bloom's Taxonomy: Knowledge
Difficulty Level: Easy
Learning 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 Organizations Bloom's Taxonomy: Knowledge
Difficulty Level: Moderate
Learning Objective: 02-02 What is task performance? Topic: Task Performance
Full file at https://fratstock.euChapter 02 - Job Performance
2-41
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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-02 What is task performance?
Topic: Task Performance
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 Organizations
Bloom's Taxonomy: Application
Difficulty Level: Moderate
Learning Objective: 02-02 What is task performance?
Topic: Task Performance
Full file at https://fratstock.euChapter 02 - Job Performance
2-42
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 performance
B. Creative task performance; Counterproductive behavior
C. Citizenship behaviors; Counterproductive behavior
D. Counterproductive behavior; Creative task performance
E. 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 Skills
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning 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 Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Easy
Learning Objective: 02-02 What is task performance?
Topic: Task Performance
Full file at https://fratstock.euChapter 02 - Job Performance
2-43
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 Skills
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning 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 Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Easy
Learning Objective: 02-02 What is task performance?
Topic: Task Performance
Full file at https://fratstock.euChapter 02 - Job Performance
2-44
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.
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 Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-02 What is task performance?
Topic: Task Performance
Full file at https://fratstock.euChapter 02 - Job Performance
2-45
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 stress
B. Solving problems creatively
C. Dealing with uncertain and unpredictable work situations
D. Learning work tasks, technologies, and work situations
E. 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 Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning 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 Organizations
Bloom's Taxonomy: Knowledge
Difficulty Level: Moderate
Learning Objective: 02-03 How do organizations identify the behaviors that underlie task performance?
Topic: Task Performance
Full file at https://fratstock.euChapter 02 - Job Performance
2-46
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 Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-03 How do organizations identify the behaviors that underlie task performance?
Topic: Task Performance
Full file at https://fratstock.euChapter 02 - Job Performance
2-47
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 Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Easy
Learning 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 Organizations
Bloom's Taxonomy: Knowledge
Difficulty Level: Easy
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-48
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 behavior
B. Interpersonal citizenship behavior
C. Organizational citizenship behavior
D. Production citizenship behavior
E. 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 Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-49
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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: 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 Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-50
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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-51
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 Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning 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 Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-52
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 Skills
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning 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.
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: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
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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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
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 virtue
B. helping
C. voice
D. boosterism
E. 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 Skills
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
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66. (p. 44) During organizational crisis, which of these cannot be termed critical?
A. Beneficial suggestions
B. Deep employee involvement
C. Positive "public face"
D. Asking for change of HR policies
E. 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
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 Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
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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 Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Easy
Learning 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 Organizations
Bloom's Taxonomy: Application Difficulty Level: Difficult
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
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70. (p. 45) Which of these behaviors is included in the "serious category" of organizational
counterproductive behavior?
A. Sabotage
B. Gossiping
C. Incivility
D. Substance abuse
E. Wasting resources
The serious category includes personal aggression comprising of harassment and abuse;
property deviance which includes theft and sabotage.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-57
72. (p. 46) Which of these behaviors is included in the "serious" category of interpersonal
counterproductive behavior?
A. Sabotage
B. Harassment
C. Incivility
D. Substance abuse
E. Wasting of Resources
Serious interpersonal counterproductive behavior includes personal aggression (abuse and
harassment).
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
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).
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
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74. (p. 46) Identify the minor organizational counterproductive behavior.
A. Sabotage
B. Harassment
C. Incivility
D. Gossiping
E. 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
75. (p. 46) Which of these behaviors is included in the "minor" category of interpersonal
counterproductive behavior?
A. Sabotage
B. Harassment
C. Incivility
D. Substance abuse
E. 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
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76. (p. 46) Which of these behaviors are considered to be production deviance?
A. Wasting resources and substance abuse
B. Sabotage and theft
C. Gossiping and incivility
D. Harassment and abuse
E. 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
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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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Easy
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
79. (p. 46-47) _____ is the most common form of production deviance.
A. Theft
B. Incivility
C. Wasting resources
D. Sabotage
E. Harassment
Production deviance, directed against the organization, focuses specifically on reducing the
efficiency of work output. It includes Wasting of resources and Substance abuse.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
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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. Incivility
B. Wasting resources
C. Harassment
D. Theft
E. 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 Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning 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 deviance
B. Incivility
C. Property deviance
D. Personal aggression
E. 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
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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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Easy
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
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 abuse
B. Wasting resources
C. Political deviance
D. Personal aggression
E. 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
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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.
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
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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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Knowledge Difficulty Level: Easy
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
87. (p. 47) Which of the following occurs when employees are subjected to unwanted physical
contact or verbal remarks from a colleague?
A. Harassment
B. Abuse
C. Incivility
D. Productive aggression
E. 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.
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-65
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 aggression
B. Non productive aggression
C. Incivility
D. Abuse
E. 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.
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
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 Skills
Bloom's Taxonomy: Comprehension
Difficulty Level: Difficult
Learning 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 negative
B. a weak positive
C. a strong negative
D. a strong positive
E. no
There is only a weak negative correlation between task performance and counterproductive
behavior.
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Difficult
Learning 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. educational
B. knowledge
C. learning
D. physical
E. theoretical
Historically speaking, research on organizational behavior has focused on the physical aspects
of job performance.
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?
Topic: Knowledge Work
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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 Skills
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning 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 workers
B. Repair sheet metal workers
C. Retail salespersons
D. Construction industry laborers
E. 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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Difficult
Learning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?
Topic: Service Work
Full file at https://fratstock.euChapter 02 - Job Performance
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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 Skills
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning 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 scales
B. Management by objectives
C. 360 degree feedback
D. Benchmarking
E. Behavioral observation scales
MBO bases an employee's evaluations on whether the employee achieves specific
performance goals.
AACSB Standard: Business Knowledge and Analytic Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning 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 Skills
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning 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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-07 How can organizations use job performance information to manage employee performance?
Topic: Behaviorally Anchored Rating Scales
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2-70
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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning 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 Skills
Bloom's Taxonomy: Knowledge
Difficulty Level: Moderate
Learning 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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning 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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning Objective: 02-07 How can organizations use job performance information to manage employee performance?
Topic: Forced Ranking
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2-72
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 Skills
Bloom's Taxonomy: Knowledge Difficulty Level: Moderate
Learning 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-02 What is task performance?
Topic: 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-02 What is task performance?
Topic: Task Performance
Full file at https://fratstock.euChapter 02 - Job 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
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.
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: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
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107. (p. 43) Which of these citizenship behaviors does Carol exhibit?
A. Voice
B. Sportsmanship
C. Civic virtue
D. Boosterism
E. 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
True / False Questions
Scenario: Family Diner
Evan 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
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-02 What is task performance?
Topic: Task Performance
Multiple Choice Questions
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.
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 Organizations
Bloom's Taxonomy: Application
Difficulty Level: Moderate Learning Objective: 02-02 What is task performance?
Topic: Task Performance
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110. (p. 42) Which of these behaviors does Neal appear to be exhibiting?
A. Sportsmanship
B. Political deviance
C. Personal aggression
D. Boosterism
E. 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Citizenship Behavior
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 Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Counterproductive Behavior
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2-78
112. (p. 46-47) Under which category can Cindy's behavior be classified?
A. Property deviance
B. Personal aggression
C. Boosterism
D. Political deviance
E. 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Counterproductive Behavior
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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Application Difficulty Level: Moderate
Learning Objective: 02-04 What is citizenship behavior?
Topic: Counterproductive Behavior
Full file at https://fratstock.euChapter 02 - Job Performance
2-79
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 Organizations
Bloom's Taxonomy: Comprehension
Difficulty Level: Moderate Learning 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 includes
1. 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 Organizations
Bloom's Taxonomy: Comprehension
Difficulty Level: Moderate Learning Objective: 02-02 What is task performance?
Topic: Task Performance
Full file at https://fratstock.euChapter 02 - Job Performance
2-80
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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-03 How do organizations identify the behaviors that underlie task performance?
Topic: 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 Organizations
Bloom's Taxonomy: Application Difficulty Level: Difficult
Learning 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 Organizations
Bloom's Taxonomy: Application Difficulty Level: Difficult
Learning Objective: 02-05 What is counterproductive behavior?
Topic: Counterproductive Behavior
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2-83
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 Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning 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 Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Difficult
Learning Objective: 02-06 What workplace trends are affecting job performance in today's organizations?
Topic: Trends Affecting Performance
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2-84
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 Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning 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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-07 How can organizations use job performance information to manage employee performance?
Topic: Application performance management
Full file at https://fratstock.euChapter 02 - Job Performance
2-85
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.
AACSB Standard: Group/Individual Dynamics in Organizations
Bloom's Taxonomy: Comprehension Difficulty Level: Moderate
Learning Objective: 02-07 How can organizations use job performance information to manage employee performance?
Topic: Application performance management