12. The ____ is an area within which employees will
accept certain directives without questioning the manager’s power.
|
a.
|
zone of indifference
|
|
b.
|
difference zone
|
|
c.
|
legitimate power zone
|
|
d.
|
safety zone
|
ANS: A
13. The
valet manager at a large casino has implemented a procedure, which she hopes
will increase customer satisfaction with the services delivered by her staff.
She began by issuing a memo to each member of her staff emphasizing the
importance of increasing customer satisfaction with their services. She has
followed that up by providing a written warning to any staff member who is
observed behaving antagonistically toward customers. Which of the following
sources of a leader's power has the valet manager apparently used in this
example?
|
a.
|
expert power
|
|
b.
|
referent power
|
|
c.
|
legitimate power
|
|
d.
|
none of these are manifest in the
example
|
ANS: C
14. The
valet manager at a large casino has implemented a procedure, which he hopes
will increase customer satisfaction with the services delivered by his staff.
He began by issuing a memo to each member of his staff emphasizing the
importance of increasing customer satisfaction with their services. He has
followed that up by providing a written warning to any staff member who is
observed behaving antagonistically toward customers. Which of the following
sources of a leader's power has the valet manager apparently used in this
example?
|
a.
|
coercive power
|
|
b.
|
legitimate power
|
|
c.
|
both coercive power and legitimate power
|
|
d.
|
reward power
|
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