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Test01 - Chapter 01 Management Functions Al managers...

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Unformatted text preview: Chapter 01 Management Functions Al managers perform four management functions; planning, organizing, leading and control ing. Organizational Behavior A field of study that investigates the impact that individuals, groups, and structure have on behavior within organizations, for the purpose of applying such knowledge toward improving an organization's ef ectiveness. Discipline Constructing Organizational Behavior psychology, social psychology, sociology and anthropology Workforce Diversity the concept that organizations are becoming more heterogenous in terms of gender, age, race, ethnicity, sexual orientation, and inclusion of other diverse groups. Service Industry Jobs Ethical Dilemmas situations in which individuals are required to define right and wrong conduct. Turnover voluntary and invonluntary permanent withdrawl from an organization Chapter 02 Classical Conditioning Operant Conditioning Social Learning Shaping systematical y reinforcing each successive step that moves an individual closer to the desired response. Chapter 03 Components of Attitudes p. 72 3 components; cognition, afect and behavior Exit Dissatisfaction expressed through behavior directed toward leaving the organization. Job Satisfaction and Customer Satisfaction pg 85 link between job satisfaction and job performance. Happy people perform better....
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