Green Earth, an environmental organization in Oklahoma, recently recruited Phyllis Galvan as a project coordinator. Galvan’s manager has noticed that ever since she has joined, she has been extremely positive about her work and takes up challenges without complaining. In addition, she maintains a positive ambience by helping out colleagues and smiling at everyone she interacts with. Her behavior has had a positive effect on her colleagues who have started behaving in a similar manner now. Which of the following concepts is demonstrated in this example?
A) emotional dissonance
B) Ben Franklin effect
C) unit bias
D) anchoring effect
E) emotional contagion
72) As part of their sales training, the staff at Penny Stores is encouraged to build personal relationships with the store’s patrons. Apart from receiving product training, the staff is taught to following a scripted sales process wherein they must greet the customers, introduce themselves, and enquire about their purchase. They are also encouraged to engage in casual conversation with the customer. In a recent survey conducted by the marketing department, it was revealed that customers were dissatisfied with the level of service at Penny Stores. Which of the following, if true, best explains this situation?
A) Customers come to Penny Stores to make high-involvement purchases.
B) Customers associate superior service with efficiency and not friendliness.
C) Penny Stores offers an extensive range of consumer products.
D) The training period for the staff is three weeks long.
E) The staff at Penny Stores is friendly but not familiar.
73) People often behave in ways that violate established norms and threaten the organization, its members, or both. Such actions are called_____.
A) Workplace deviant behaviors
B) Social alienation behaviors
C) Role engulfment
D) Behavioral contagion
E) Behavioral modernity
74) Jonathan Cowan is upset because he was passed over for a promotion he had really worked hard for. In response to his anger toward the manager and the company, he has started gossiping about the manager with his colleagues and assigning blame on him unnecessarily. Jonathan’s behavior s an example of __.
A) Deviant workplace behavior
B) Distinction bias
C) Cognitive dissonance
D) Positivity offset
E) Emotional dissonance
75) Which of the following is an example of deviant workplace behavior?
A) Sabotaging one’s organization’s computers
B) Taking blame for not achieving a deadline
C) Putting forward one’s views in a brainstorming session
D) Working during the weekend to make up for backlog
E) Requesting a two-day leave during Christmas
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