Consider the Following Activities, Which Could Be Undertaken by Managers

question 10

Essay

Consider the following activities, which could be undertaken by managers at Air New Zealand. Indicate whether each item is most likely part of:

S - organisational strategies
P - operating plans
A - actual operations or
M - measuring, monitoring and motivating.

Each item has only one correct response.

1. comparing actual revenues with budgeted revenues
2. developing processes for handling customer complaints
3. handling customer complaints
4. hosting an annual employee picnic
5. maintaining high quality customer service
6. negotiating contracts with the flight attendant union over the next six months
7. opening a new route to Perth
8. implementing a new luggage tracking system
9. valuing training for employees to increase organisational competence
10. reporting periodic financial results

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Definitions:

Conditioning

A process of behavior modification by which a subject comes to associate a desired behavior with a previously unrelated stimulus.

Cognitive Science

An interdisciplinary field that studies the mind and its processes, including how people think, learn, remember, and perceive.

Control of Antecedents

Strategies or techniques aimed at managing or altering environmental or internal factors that precede and trigger a specific behavior.

Decrease Target Behavior

A behavior modification strategy aiming to reduce or eliminate an undesired or problematic behavior.