Objective: Job Satisfaction and OCB Quest. Category: Application LO: 5 69) Sharon is unhappy with her job as a salesperson at a retail store for many reasons. Yesterday a customer asked her where the shampoo was located. Sharon listlessly replied, "I don't know." She then turned her back on the customer and continued stocking the shelf. This is an example of how job satisfaction can affect ________. A) employee OCB B) customer satisfaction C) absenteeism D) turnover E) work place deviance Answer: B Explanation: B) Sharon's rude behavior toward the customer will directly affect customer satisfaction. Organizational citizenship behavior is not reflected in this example. Sharon is at work and the example doesn't discuss looking for a new job. Sharon is doing her job, although badly, and is not engaging in deviant activities. Diff: 2 Page Ref: 22 AACSB: Analytic Skills Objective: Job Satisfaction and Customer Satisfaction Quest. Category: Application LO: 5 70) studies of organizational citizenship behavior (OCB) assumed that it was closely linked with satisfaction. More recent evidence suggests that satisfaction influences OCB, but through perceptions of ________. A) fairness B) consistency C) productivity D) leadership ability E) out marketing Answer: A Explanation: A) Evidence suggests job satisfaction is moderately correlated with OCBs; people who are more satisfied with jobs are more likely to engage in OCBs, with fairness perceptions helping to explain the relationship. Those who feel their co-workers support them are more likely to engage in helpful behaviors, whereas those who have antagonistic relationships with co-workers are less likely to do so. Consistency, productivity, leadership ability, and out marketing do not explain the OCB-job satisfaction relationship. Diff: 1 Page Ref: 22 Objective: Job Satisfaction and OCB Quest. Category: Concept/Definitional LO: 5 71) of the following is true regarding the relationship between satisfaction and
Objective: Job Satisfaction and OCB Quest. Category: Application LO: 5 69) Sharon is unhappy with her job as a salesperson at a retail store for many reasons. Yesterday a customer asked her where the shampoo was located. Sharon listlessly replied, "I don't know." She then turned her back on the customer and continued stocking the shelf. This is an example of how job satisfaction can affect ________. A) employee OCB B) customer satisfaction C) absenteeism D) turnover E) work place deviance Answer: B Explanation: B) Sharon's rude behavior toward the customer will directly affect customer satisfaction. Organizational citizenship behavior is not reflected in this example. Sharon is at work and the example doesn't discuss looking for a new job. Sharon is doing her job, although badly, and is not engaging in deviant activities. Diff: 2 Page Ref: 22 AACSB: Analytic Skills Objective: Job Satisfaction and Customer Satisfaction Quest. Category: Application LO: 5 70) studies of organizational citizenship behavior (OCB) assumed that it was closely linked with satisfaction. More recent evidence suggests that satisfaction influences OCB, but through perceptions of ________. A) fairness B) consistency C) productivity D) leadership ability E) out marketing Answer: A Explanation: A) Evidence suggests job satisfaction is moderately correlated with OCBs; people who are more satisfied with jobs are more likely to engage in OCBs, with fairness perceptions helping to explain the relationship. Those who feel their co-workers support them are more likely to engage in helpful behaviors, whereas those who have antagonistic relationships with co-workers are less likely to do so. Consistency, productivity, leadership ability, and out marketing do not explain the OCB-job satisfaction relationship. Diff: 1 Page Ref: 22 Objective: Job Satisfaction and OCB Quest. Category: Concept/Definitional LO: 5 71) of the following is true regarding the relationship between satisfaction and
Test-Bank-for-Essentials-of-Organizational-Behavior-11E-11th-Edition.docx