Providing quality customer service makes demands on employees because it often puts them in a state of
A) cognitive dissonance.
B) negative affect.
C) emotional contagion.
D) emotional dissonance.
E) positive affect.
Answer: D
OBE
- When considering stress across cultures which of the following statements is NOT true?
- Today's managers are finding their world is characterized by
- Which of the following is true of the way idea champions do things in the global arena?
- All of the following statements are true of culture change EXCEPT
- People will be more likely to take a passive approach toward change in countries
- Which of the following actions can management take to reshape the organization's culture in creating a learning organization?
- Which is not a strategy for managers to make their firms learning organizations?
- Which of the following is not a characteristic of a learning organization?
- Which of the following is a characteristic of a learning organization? Its employees ________.
- The learning organization draws on which of the following OB concepts?
- Which fundamental problem that is inherent in traditional organizations misdirects management's attention to problem solving rather than creation?
- The learning organization is viewed as a remedy for which of the following problems inherent in traditional organizations?
- Errors that are corrected by modifying the organization's objectives, policies, and standard routines are part of ________.
- _____ involves correcting errors using past routines and present policies.
- Which of the following approaches might a manager consider recommending in order to address the stress arising from an employee's personal life?
- An organization that has developed the continuous capacity to adapt and change is termed a(n) ________.
- Which of the following is NOT an organizational factor that can lower stress levels?
- The pressure of heavy workloads and deadlines can be seen as
- The concern today is
- Which of the following is NOT true of stress?
- One of the main consequences of process reengineering has been that
- When management starts with a clean sheet to rethink the way they create value, they are engaged in
- "Good isn't good enough" is the theme of
- Once an idea is developed, those who actively promote it, build support, overcome resistance and ensure the innovation is implemented are known as
- Innovative organizational cultures are likely to do all of the following EXCEPT