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Exam 2: Job Performance

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Question 61

Multiple Choice

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Terry works doing oil changes and is sick and tired of rude customers.Terry decides to purposely use the wrong type of oil for the next rude customer knowing that it will harm the customer's engine in the long run but won't be traceable or noticed immediately.Terry is considering sabotaging the next rude customer's care, a form of ______.

A) counterproductive behavior
B) citizenship behavior
C) creative property deviance
D) collateral theft
E) production deviance

F) A) and E)
G) A) and D)

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Question 62

Multiple Choice

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_____ 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.

A) Creative task performance
B) Adaptive task performance
C) Counterproductive behavior
D) Citizenship behavior
E) Routine task performance

F) B) and C)
G) B) and D)

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Question 63

Essay

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Describe some of the trends that affect job performance in the contemporary workplace.

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

Sandy works in a factory where employees are expected to complete 14 widgets each hour.The managers are very strict and frequently check to make sure employees are actually completing at least this base number of widgets each hour.The employees are being assessed on their ______.

Which of the following statements concerning job analysis is incorrect?

Natalie, Rose, and Charlet are three dental hygienists who work for Dr.Doris at Healthy White.All three hygienists perform almost the same tasks every day.On an average, they see 12 people every day for regular teeth cleaning which involves cleaning, flossing, rinsing, and a normal checkup.Dr.Doris, on the other hand, has quite an unpredictable job.She has to respond to all types of teeth-related emergencies including surgeries.All three hygienists always try to help each other out, have a very good attitude toward each other, and keep each other informed about matters that are relevant to them and to Dr.Doris.Natalie specifically takes on the role of attending all community-related voluntary meetings and functions where Healthy White may have a stake or is asked to be present.She makes sure that she is up to date with all dental regulations and business-related news that may have an impact on Healthy White.Rose and Charlet, on the other hand, can be described as the unofficial publicists of Healthy White.They always represent the clinic in a very positive way away from work.Dr.Doris couldn't be happier to have such wonderful people working with her.Natalie, Rose, and Charlet contribute most directly to the business goals of the Healthy White clinic through their:

Which of the following occurs when an employee is assaulted or endangered such that physical and psychological injuries may occur?

There is a positive correlation between task performance and counterproductive behavior.

_____ represents communication that is rude, impolite, discourteous, and lacking in good manners.

_____ involves well-known responses to normal job demands that occur in a predictable way.

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

Behavior that involves hostile verbal and physical actions directed toward other employees is referred to as _____.

Which of the following statements about the O*NET is false?

Service work involves direct verbal or physical interactions with customers.

Delux Services was celebrating its operations in over 17 countries.Linda, a junior HR assistant, was disinterested in attending this celebratory event.The senior HR managers overheard Linda asking her friends the reason for this party.Back at the office, after a review, it was found that Linda never attended any of the meetings with the local business heads.Her lack of interest and knowledge about the company would make her someone who displays _____.