Sally Works as a Salesperson in a Department Store

question 108

Multiple Choice

Sally works as a salesperson in a department store. Whenever a customer asks for an item that is in stock but not on display, she usually tells them that the product is out of stock. "It's a pain going into the stock-room to find an item," says Sally. "Nobody in my department ever tells a customer the truth about what is in stock." This example illustrates which of the following facts about deviant workplace behavior?

• A) Deviant workplace behavior will arise when tasks that an employee is supposed to perform are unpleasant or difficult.
• B) Most workers do not consider lying to a customer to be deviant workplace behavior.
• C) Workers will lie to customers as long as the customers do not complain about it.
• D) Deviant workplace behavior flourishes where it's supported by group norms.
• E) Groups will come to their own conclusions about what is and isn't appropriate.

---

Definitions:

Maslow's Hierarchy

A psychological theory proposing that human needs are arranged in a hierarchy from physiological needs to safety, love and belonging, esteem, and finally self-actualization; individuals are motivated by the need they have not yet satisfied.

Alderfer's ERG Theory

A model in motivational psychology that categorizes human needs into three groups: Existence, Relatedness, and Growth.

Herzberg's Two-factor

A theory that suggests job satisfaction and dissatisfaction arise from two separate groups of factors: motivators and hygiene factors.

McClelland's Acquired Needs

A theory suggesting that an individual's specific needs (achievement, affiliation, power) are acquired over time and shape their motivation and behavior.