COMMERCE 4BE3 Study Guide - Quiz Guide: Trait Theory, Distributive Justice, Procedural Justice

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Chapter 3 – Mindtap Quiz
1. You manage a busy call centre in Vancouver, British Columbia. Over the last several months, you
noticed customers wait on average five minutes before being helped by a call centre representative.
Aware that customers do not appreciate having to wait, you decide to introduce an incentive linked to the
number of calls handled by representatives. Shortly thereafter, you begin to receive complaints from
customers around the level of service provided. What type of reward challenge are you likely facing?
a. failure to produce desired behaviour
b. production of desired behaviour and undesirable consequences
c. production of reward dissatisfaction
d. organizational identification
2. The only goal of any reward system is to avoid undesirable employee behaviour.
a. True
b. False
3. What is a key employee behaviour desired by employers?
a. enjoyment
b. organizational citizenship
c. innovative risk taking activity
d. organizational identification
4. Which statement best characterizes a reward system associated with a company using a classical
management strategy such as the Koch Foods chicken processing plant?
a. It is designed to produce moderate to high job satisfaction.
b. It is designed to produce high membership behaviour.
c. It tends to be the most complex rewards systems.
d. It tends to be highly extrinsic.
5. Angry and resentful, you believe that your contribution is greater than that of the other clerks in
your department and that you are not getting the pay you deserve. What is causing your reward
dissatisfaction?
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a. violation of the psychological contract
b. perceived inequity
c. lack of procedural justice
d. discrimination
6. Which statement best describes affective commitment?
a. Procedural justice was strongly related to affective commitment.
b. Organizations perceived to be concerned about employee welfare had lower affective
commitment than other organizations.
c. Distributive justice had a positive impact on affective commitment.
d. The key issue to generate organizational commitment is what individuals receive from their jobs.
7. A particular individual is dissatisfied with a recent change to a reward system. What is the individual
likely to do if his/her goal is to increase rewards received?
a. look for less-demanding positions in the company
b. reduce effort and performance
c. increase effort and performance
d. call in sick more often
8. Which of the following is a process theory of motivation?
a. managerial strategy
b. expectancy theory of motivation
c. Maslow's needs hierarchy
d. Hackman and Oldham's job characteristics theory
9. According to the expectancy theory, which of the following would be an example of positive
expectancy?
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