Flexible element of a retailer's strategy mix is. A merchandise assortment
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Chapter 11 1) A retailer structures and assigns tasks, policies, resources, authority, responsibilities, and rewards through ________. A) a retail organization B) human resource management C) an organization chart D) job enlargement Answer: A Diff: 1 Page Ref: 310 Skill: Terminology/Concept 2) A disadvantage of delegating a retail task to another party is ________. A) that the designated party may be able to automate the task B) that the target market may not desire the task C) the loss of control over the activity D) that the designated party may conduct the same task for noncompeting retailers Answer: C Diff: 2 Page Ref: 311-312 Skill: Terminology/Concept 3) In specialization, each employee is responsible for ________. A) a clearly defined position B) a limited range of functions C) the tasks outlined in his or her job description D) the quality and quantity of his or her work Answer: B Diff: 1 Page Ref: 313 Skill: Terminology/Concept 4) A major advantage of specialization is ________. A) the need for fewer employees B) the generation of broad-based potential managers C) less employee boredom D) reduced training Answer: D Diff: 1 Page Ref: 313 Skill: Terminology/Concept 5) A job description contains an outline of ________. A) jobs that are classified through product classification B) job title, objectives, duties, and responsibilities C) superior/subordinate reporting and communication relationships D) job objectives mutually agreed upon by employee and superior Answer: B Diff: 1 Page Ref: 313 Skill: Terminology/Concept 6) A functional classification for a car dealer would classify jobs into which of the following divisions? A) subcompact, compact, and SUV B) sales promotion, repairs, car sales, and store operations C) new car, new truck, used car, used truck D) main dealership and branch dealership locations A, B, and C Answer: B Diff: 2 Page Ref: 313 Skill: Terminology/Concept 7) A product classification for a greeting card retailer would classify jobs into which of the following divisions? A) Hallmark, American Greetings, and Gibson B) main store and branch store locations A, B, and C C) buyer, sales personnel, store manager, and assistant store manager D) greeting cards, gifts, wrapping paper, and school supplies Answer: D Diff: 2 Page Ref: 313 Skill: Terminology/Concept 8) The ________ method of job classification places store-based personnel under the direct control of the branch manager. A) functional B) interdivisional C) geographic D) product Answer: C Diff: 2 Page Ref: 313 Skill: Terminology/Concept 9) Reporting relationships among employees within a retail firm from the lowest levels to the highest levels are described in the ________. A) hierarchy of authority B) job description C) management by objectives D) management by exception Answer: A Diff: 2 Page Ref: 314 Skill: Terminology/Concept 10) In a flat organization, ________. A) a large number of subordinates reports to one supervisor B) communication is impeded by the large number of organizational layers C) too few employees generally report to one executive D) an organization may appear impersonal to employees Answer: A Diff: 1 Page Ref: 314 Skill: Terminology/Concept 11) A major advantage of a flat organization is ________. A) top management's frequent contact with employees B) quicker response time to the handling of important problems or opportunities C) the existence of many levels of supervision D) fewer employees reporting to each manager Answer: B Diff: 2 Page Ref: 314 Skill: Terminology/Concept 12) A major advantage of a tall retail organization is ________. A) close employee supervision B) the large number of employees reporting to one manager C) quick responsiveness to problems/opportunities within the organization D) excellent communication between high-ranking and low-ranking employees Answer: A Diff: 2 Page Ref: 314 Skill: Terminology/Concept 13) The hierarchical relationships within the firm are displayed in a(n) ________. A) Mazur plan B) management-by-objectives grid C) job description D) organization chart Answer: D Diff: 1 Page Ref: 314 Skill: Terminology/Concept 14) Which retail institution type has the simplest organization structure? A) branch location B) diversified retailer C) independent D) variety store Answer: C Diff: 1 Page Ref: 314 Skill: Terminology/Concept 15) The four functional areas in the Mazur plan are ________. A) merchandising, publicity, store management, and accounting and control B) merchandising, store operations, accounting, and finance C) product, price, promotion, and distribution D) buying, selling, store operations, and accounting Answer: A Diff: 1 Page Ref: 316, 317 Skill: Terminology/Concept 16) Buying and selling is under the control of the ________ in the Mazur plan. A) buyer B) marketing manager C) merchandising manager D) product manager Answer: C Diff: 1 Page Ref: 316, 317 Skill: Terminology/Concept 17) Under the basic Mazur plan, which executive has responsibility for reaching profit goals? A) buyer B) store operations manager C) publicity director D) director of sales Answer: A Diff: 1 Page Ref: 316, 317 Skill: Terminology/Concept 18) Branch store executives are directly responsible to main store retail executives in which form of retail organization? A) equal store B) diversified retailer C) main store control Answer: C Diff: 1 Page Ref: 318 Skill: Terminology/Concept 19) Centralization of management is practiced in which retail organization form? A) chain store B) separate store C) equal store D) main store control Answer: D Diff: 2 Page Ref: 318 Skill: Terminology/Concept 20) In the main store control organization, ________. A) decentralization is practiced B) centralization is practiced C) merchandise managers are placed in branch stores D) each branch has autonomy for merchandising and operations Answer: B Diff: 2 Page Ref: 318 Skill: Terminology/Concept 21) The main store control organization works best when ________. A) customers in the branch stores have localized buying preferences B) the retailer seeks to advertise specialized goods in each market C) there are few branches and the buying preferences of branch store customers are similar to the main store's customers D) too little attention has been given to each branch location Answer: C Diff: 2 Page Ref: 318 Skill: Terminology/Concept 22) Transferring stock between branches is most difficult in which form of retail organization? A) equal store B) separate store C) main store control D) multiline retail organization Answer: B Diff: 2 Page Ref: 318 Skill: Terminology/Concept 23) The distinct needs of branch store customers are most recognized in which form of retail organization? A) equal store B) multiline retail organization C) main store control organization D) separate store Answer: D Diff: 1 Page Ref: 318 Skill: Terminology/Concept 24) Which form of retail store organization seeks to achieve the benefits of both centralization and decentralization? A) Mazur plan B) separate store C) equal store D) main store control Answer: C Diff: 2 Page Ref: 318 Skill: Terminology/Concept 25) Which form of retail organization separates responsibility for buying and selling? A) equal store B) separate store C) main store control D) Mazur plan Answer: A Diff: 2 Page Ref: 318 Skill: Terminology/Concept 26) Buying is centralized and selling is managed locally in the ________ organization format. A) Mazur plan B) separate store C) equal store D) main store control Answer: C Diff: 1 Page Ref: 318 Skill: Terminology/Concept 27) Which activity comprises the recruitment, selection, training, compensation, and supervision of retail personnel? A) store operations B) human resource management C) store management D) pre-training Answer: B Diff: 1 Page Ref: 319 Skill: Terminology/Concept 28) The gathering of information about the functions and requirements of each job is referred to as ________. A) a traditional job description B) a goal-oriented job description C) job analysis D) the hierarchy of authority Answer: C Diff: 1 Page Ref: 325 Skill: Terminology/Concept 29) A retailer can determine which criteria are best correlated with job success through the use of a(n) ________. A) application blank B) weighted application blank C) goal-oriented job description D) job analysis Answer: B Diff: 1 Page Ref: 327 Skill: Terminology/Concept 30) Which job selection technique requires that a job candidate score above a minimum cutoff as a pre-condition for being hired? A) goal-oriented job description B) application blank C) weighted application blank D) job analysis Answer: C Diff: 2 Page Ref: 327 Skill: Terminology/Concept 31) The review of company policies and history, as well as a job orientation, are important components of ________. A) training programs B) pre-training programs C) the job description D) the weighted application blank Answer: B Diff: 1 Page Ref: 327 Skill: Terminology/Concept 32) Which employee compensation plan has no fixed-cost component? A) straight commission plan C) salary plus commission plan D) compensation cafeteria Answer: A Diff: 2 Page Ref: 330 Skill: Terminology/Concept 33) Which compensation plan allows executives to choose among bonuses, deferred bonuses, stock options, and other fringe benefits? A) straight commission plan B) straight salary plan C) salary plus commission plan D) compensation cafeteria Answer: D Diff: 1 Page Ref: 330 Skill: Terminology/Concept 34) Which of these factors is a form of dissatisfier (minimum expectations)? A) achievement B) work conditions C) responsibility D) advancement Answer: B Diff: 2 Page Ref: 331 Skill: Terminology/Concept 35) Which of these statements about desired goals is correct? A) Desired goals relate more to the job than to the work environment. B) A motivated employee requires fulfillment of only dissatisfiers. C) A fair compensation package is an example of a desired goal. D) Desired goals can generally influence motivation in only one waynegatively. Answer: A Diff: 1 Page Ref: 332 Skill: Terminology/Concept 36) A retailer decided to outsource its logistics operations to FedEx after studying its resources. This illustrates which stage in setting up a retail organization? A) integrating positions through an organization chart B) classifying jobs C) dividing the tasks among channel members D) grouping the retailer's tasks into jobs Answer: C Diff: 2 Page Ref: 311-312 Skill: Applied/Comprehensive/Integrative 37) A problem with extreme specialization of tasks in retailing is ________. A) high training costs B) difficulty in hiring personnel with necessary skills C) employees not being aware of the importance of their tasks to the retailer's overall goals D) the difficulty of clearly defining job-related tasks Answer: C Diff: 2 Page Ref: 312-313 Skill: Applied/Comprehensive/Integrative 38) A major disadvantage of extreme task specialization is ________. A) poorly defined employee expectations B) difficulty in hiring personnel with suitable training C) high training costs D) poor personnel morale Answer: D Diff: 2 Page Ref: 313 Skill: Applied/Comprehensive/Integrative 39) A disadvantage of extreme job specialization is high ________. A) training costs B) personnel boredom C) salary expectations D) need for supervision Answer: B Diff: 2 Page Ref: 313 Skill: Applied/Comprehensive/Integrative 40) A retailer can overcome problems with extreme task specialization by ________. A) job rotation and job enlargement B) raising employee salaries C) developing a child care center D) reprimanding employees for lateness Answer: A Diff: 2 Page Ref: 313 Skill: Applied/Comprehensive/Integrative 41) Employees receive a relatively homogeneous cluster of work tasks when ________. A) specialization is used properly B) specialization is used to an extreme degree C) specialization is used too little D) a firm has clear reporting responsibilities Answer: A Diff: 1 Page Ref: 313 Skill: Applied/Comprehensive/Integrative 42) The buyer form of organization within a department store is a form of ________. A) geographic classification B) product classification D) combination organization chart Answer: B Diff: 2 Page Ref: 313 Skill: Applied/Comprehensive/Integrative 43) The equal store organization is a form of ________. A) geographic classification B) product classification C) functional classification D) combination organization chart Answer: A Diff: 2 Page Ref: 313, 318 Skill: Applied/Comprehensive/Integrative 44) A retailer uses a functional classification system for jobs; in addition, some employees may be placed in special teams relating to interfunctional areas. An employee with two bosses (the functional boss and the team leader) ________. A) is in an equal store organization B) is in a flat organization C) is in a tall organization D) does not have a clear hierarchy of authority Answer: D Diff: 2 Page Ref: 313, 314 Skill: Applied/Comprehensive/Integrative 45) A retailer uses different buyers in its main store and its suburban branches so as to better reflect each target market. This illustrates which job classification method? A) geographic classification B) product classification C) functional classification D) combination classification Answer: D Diff: 2 Page Ref: 313 Skill: Applied/Comprehensive/Integrative 46) The overall hierarchy of authority in a retail organization is most clearly described in the firm's ________. A) organization mission B) corporate culture C) job descriptions D) organization chart Answer: D Diff: 2 Page Ref: 314 Skill: Applied/Comprehensive/Integrative 47) In comparison to chain retailers, the organization structure of an independent is most likely to be ________. A) flat
B) tall C) functional D) decentralized Answer: A Diff: 1 Page Ref: 314 Skill: Applied/Comprehensive/Integrative 48) A span of control refers to the number of subordinates reporting to one manager. A firm with a large span of control utilizes a ________ organization. A) tall
B) flat C) functional D) centralized Answer: B Diff: 2 Page Ref: 314 Skill: Applied/Comprehensive/Integrative 49) Which form of organization results in close employee supervision? A) flat organization B) tall organization C) Mazur plan D) separate store organization Answer: B Diff: 2 Page Ref: 314 Skill: Applied/Comprehensive/Integrative 50) Which form of organization is most in accord with the notion of motivation that argues that the average worker dislikes responsibility and prefers to be led? A) flat
B) tall C) functional D) decentralized Answer: B Diff: 2 Page Ref: 314 Skill: Applied/Comprehensive/Integrative 51) The retailer most likely to have a tall organization is a ________. A) small independent retailer B) centralized retailer D) main store control-format retailer Answer: C Diff: 2 Page Ref: 314 Skill: Applied/Comprehensive/Integrative 52) Which form of organization is most in accord with the view of motivation that stresses participatory management? A) flat
B) tall C) functional D) decentralized Answer: A Diff: 2 Page Ref: 314 Skill: Applied/Comprehensive/Integrative 53) The Mazur plan most closely corresponds to which method of classifying jobs? A) combination organization chart B) product classification C) geographic classification D) functional classification Answer: D Diff: 2 Page Ref: 316, 317 Skill: Applied/Comprehensive/Integrative 54) A major disadvantage with the Mazur plan is that ________. A) the distinction between functional areas may be unclear B) the distinction between line and staff executives may be unclear C) salespeople report to a buyer who is not on the selling floor D) it is generally implemented through a tall organization Answer: C Diff: 2 Page Ref: 316, 317 Skill: Applied/Comprehensive/Integrative 55) Which form of branch department store organization has the lowest overall costs? A) decentralized B) separate store arrangement C) equal store arrangement D) main store control Answer: D Diff: 2 Page Ref: 318 Skill: Applied/Comprehensive/Integrative 56) Which form of branch department store organization has the greatest overall customer orientation? A) centralized B) separate store arrangement C) equal store arrangement D) main store control format Answer: B Diff: 2 Page Ref: 318 Skill: Applied/Comprehensive/Integrative 57) The most expensive form of organization for a department store with several large branch stores is ________. A) separate store B) equal store C) centralized plan D) main store control format Answer: A Diff: 2 Page Ref: 318 Skill: Applied/Comprehensive/Integrative 58) A separate store organization should be utilized when ________. A) branches are small and customer tastes are similar B) branches are large and customer tastes vary by location C) buying and selling functions need to be differentiated D) stock needs to be transferred among branches Answer: B Diff: 2 Page Ref: 318 Skill: Applied/Comprehensive/Integrative 59) The most complex form of retail organization is found in ________ . A) independents B) centralized chain retailers C) decentralized chain retailers D) diversified retailers Answer: D Diff: 2 Page Ref: 318-319 Skill: Applied/Comprehensive/Integrative 60) Which recruitment source involves the least degree of screening of potential job candidates? B) employment agencies C) former employees D) other channel members Answer: A Diff: 1 Page Ref: 325 Skill: Applied/Comprehensive/Integrative 61) A firm determines that job candidates for part-time cashier positions that have B or better averages are three times more likely to successfully complete six months with a firm than those with averages less than C. Where in the human resource management process should the firm use this information? A) job description B) goal-oriented job description C) application blank D) weighted application blank Answer: D Diff: 2 Page Ref: 327 Skill: Applied/Comprehensive/Integrative 62) The major difference between an application blank and a weighted application blank is that the weighted application blank is ________. A) scored to determine if a job candidate meets the minimum cutoff point B) verified by the use of a polygraph C) completed by the interviewer D) verified by checking listed references Answer: A Diff: 2 Page Ref: 327 Skill: Applied/Comprehensive/Integrative 63) The major difference between pre-training and training is that pre-training is ________. A) oriented toward giving personnel human relations skills B) related to communicating an organization's culture and policies C) remedial in nature D) useful for low-level personnel only Answer: B Diff: 1 Page Ref: 327-328 Skill: Applied/Comprehensive/Integrative 64) The retail training method which involves no active participation by trainees is ________. A) case study B) programmed instruction C) lecture D) behavior modeling Answer: C Diff: 1 Page Ref: 329 Skill: Applied/Comprehensive/Integrative 65) A major disadvantage of a straight commission plan in comparison to a straight salary plan to the retailer is the ________. A) lack of management control over an employee's performance of nonselling tasks B) higher possible overall compensation costs C) greater incentive to increase productivity D) ability to attract better employees due to security Answer: A Diff: 1 Page Ref: 330 Skill: Applied/Comprehensive/Integrative 66) An advantage of a compensation cafeteria for top executives is the ability for executives to ________. A) increase their total compensation B) tie earnings to productivity C) receive bonuses that supplement their salary versus salary increases D) limit their state and federal income taxes through deferring benefits Answer: D Diff: 1 Page Ref: 330 Skill: Applied/Comprehensive/Integrative 67) The minimum expectations/desired goals concept is most closely in accord with ________. A) the notion that only economic inducements really motivate employees B) the notion that employees can be self-managers and assigned authority C) high-task specialization D) a tall organization Answer: B Diff: 2 Page Ref: 331 Skill: Applied/Comprehensive/Integrative 68) According to the minimum expectations/desired goals concept, a high salary results in ________. B) an absence of job dissatisfaction C) job dissatisfaction D) job satisfaction Answer: B Diff: 2 Page Ref: 331 Skill: Applied/Comprehensive/Integrative 69) A retailer seeks input from employees at weekly meetings. Data on store performance is shared with employees and employees are rewarded on the basis of sales per square foot and a store's net profit as a percent of sales. This best illustrates ________. A) minimum expectations B) desired goals C) dissatisfiers D) a tall organization Answer: C Diff: 2 Page Ref: 331 Skill: Applied/Comprehensive/Integrative 70) A retailer with a supervisory orientation that assumes that the average worker lacks ambition and dislikes responsibility would most likely employ a ________. A) loosely structured supervision style B) tightly structured supervision style C) flat organization D) policy of promotion from within Answer: B Diff: 2 Page Ref: 332 Skill: Applied/Comprehensive/Integrative 71) A retail customer cannot perform any tasks in a retail channel of distribution. Answer: FALSE Diff: 2 Page Ref: 311-312 Skill: Terminology/Concept 72) Extreme specialization can result in employee boredom. Answer: TRUE Diff: 1 Page Ref: 313 Skill: Terminology/Concept 73) A firm that has separate managers responsible for buying and selling uses the product method of classifying jobs. Answer: FALSE Diff: 2 Page Ref: 313 Skill: Terminology/Concept 74) Flat organizations are characterized by good communication between top managers and lower-level employees. Answer: TRUE Diff: 2 Page Ref: 313 Skill: Terminology/Concept 75) The simplest form of retail organization is most likely to be found in independents. Answer: TRUE Diff: 2 Page Ref: 315 Skill: Terminology/Concept 76) The Mazur plan is a geographic method of classifying jobs. Answer: FALSE Diff: 1 Page Ref: 316, 317 Skill: Terminology/Concept 77) The main store control form of organization is the preferred form of retail organization when the buying preferences of branch customers closely resemble those at the main store. Answer: TRUE Diff: 2 Page Ref: 318 Skill: Terminology/Concept 78) The separate store organization form minimizes problems associated with a blurred image across retail units of a chain. Answer: FALSE Diff: 2 Page Ref: 318 Skill: Terminology/Concept 79) The most complex organization forms are found in diversified retailers. Answer: TRUE Diff: 2 Page Ref: 318-319 Skill: Terminology/Concept 80) Low experience of retail personnel, long store hours, and high variations in customer demand all contribute to the difficulty in managing retail personnel. Answer: TRUE Diff: 1 Page Ref: 322 Skill: Terminology/Concept 81) Job analysis precedes the development of job descriptions. Answer: TRUE Diff: 1 Page Ref: 326 Skill: Terminology/Concept 82) The application blank is designed to predict success and failure for selected positions in retailing. Answer: FALSE Diff: 1 Page Ref: 327 Skill: Terminology/Concept 83) Pre-training programs are designed to give employees remedial training in mathematics and reading. Answer: FALSE Diff: 1 Page Ref: 327 Skill: Terminology/Concept 84) Compensation cafeterias are used to provide flexibility in compensation for low-level employees, as well as top management. Answer: FALSE Diff: 1 Page Ref: 330 Skill: Terminology/Concept 85) Flat organizations assume that employees can be self-managers and assigned authority. Answer: TRUE Diff: 2 Page Ref: 332, 314 Skill: Terminology/Concept 86) A retail organization provides a structure for satisfying the needs of target market customers, employees, and management. Answer: TRUE Diff: 1 Page Ref: 310 Skill: Applied/Comprehensive/Integrative 87) High task specialization often causes poor morale. Answer: TRUE Diff: 1 Page Ref: 313 Skill: Applied/Comprehensive/Integrative 88) A buyer is responsible for purchases in a branch location. This illustrates a product classification method of classifying jobs. Answer: FALSE Diff: 2 Page Ref: 313 Skill: Applied/Comprehensive/Integrative 89) In general, the flatter the organization, the more responsive it is to changes in the retail environment. Answer: TRUE Diff: 2 Page Ref: 314 Skill: Applied/Comprehensive/Integrative 90) A tall organization is generally used by retailers that advocate high levels of employee involvement. Answer: FALSE Diff: 2 Page Ref: 314, 332 Skill: Applied/Comprehensive/Integrative 91) The traditional Mazur plan reflects the importance of store branch locations. Answer: FALSE Diff: 2 Page Ref: 316, 317 Skill: Applied/Comprehensive/Integrative 92) While the separate store adapts to an area's unique needs, it is costly since it requires duplication of effort and the loss of quantity discounts. Answer: TRUE Diff: 2 Page Ref: 318 Skill: Applied/Comprehensive/Integrative 93) An important means of gathering data in job analysis is observation. Answer: TRUE Diff: 2 Page Ref: 327 Skill: Applied/Comprehensive/Integrative 94) The weights in a weighted application blank are derived using empirical data on successful and unsuccessful employees. Answer: TRUE Diff: 2 Page Ref: 327 Skill: Applied/Comprehensive/Integrative 95) Psychological and achievement tests should be used for all job candidates regardless of level. Answer: FALSE Diff: 2 Page Ref: 327 Skill: Applied/Comprehensive/Integrative 96) Inexpensive tools (such as application blanks) should be used in early personnel screening stages, whereas more expensive tools (such as personal interviews) should be used in later stages due to cost considerations. Answer: TRUE Diff: 1 Page Ref: 327 Skill: Applied/Comprehensive/Integrative 97) Retail training techniques such as role playing and behavior modeling are particularly well suited for store operations personnel. Answer: FALSE Diff: 2 Page Ref: 327, 328 Skill: Applied/Comprehensive/Integrative 98) According to minimum expectations/desired goals concept, the factors that result in job satisfaction are significantly different from those involved in job dissatisfaction. Answer: TRUE Diff: 2 Page Ref: 331-332 Skill: Applied/Comprehensive/Integrative 99) A firm using a theory of motivation that stresses close supervision of employees is most likely to use a flat organization format. Answer: FALSE Diff: 2 Page Ref: 332, 314 Skill: Applied/Comprehensive/Integrative 100) A firm utilizing the theory of motivation that assumes that employees can be self-managers is likely to use extreme specialization. Answer: FALSE Diff: 2 Page Ref: 332, 313 Skill: Applied/Comprehensive/Integrative 101) a. Explain which channel member retail tasks can be typically assigned to specialists. b. What risk does a retailer have in the division of retail tasks to consumers? Diff: 1 Page Ref: 311-312
Diff: 1 Page Ref: 313 103) a. Develop an organization chart for a stationery retailer with three employees. Describe the rationale used in your organization plan. b. Develop an organization chart for a department store with five branch locations and a main store. Use the equal store organization format. Diff: 2 Page Ref: 315-318
b. What are the major advantages and disadvantages of each format? Diff: 1 Page Ref: 318
b. How do these differ from the special needs of a department store chain? Explain your answer. Diff: 2 Page Ref: 318-319, 316-318 106) a. Examine the special human resource environment experienced by a typical department store. b. Develop an employee selection, training, and motivation plan designed to work well in this environment. Diff: 1 Page Ref: 322 107) Develop a list of nontraditional recruitment sources for a fast-food franchise that is having difficulty staffing its locations with part-time teenagers (due to the reduction in the number of teenagers in the population). Evaluate each source. Diff: 1 Page Ref: 325 108) a. Differentiate between an application blank and a weighted application blank. b. Explain how you would develop a weighted application blank to identify job candidates with high potential of success as retail buyers. Diff: 1 Page Ref: 327
Diff: 1 Page Ref: 329 110) a. Evaluate the advantages and disadvantages of four alternative compensation plans for retail employees and executives. b. Under what conditions would you use each compensation plan? Diff: 1 Page Ref: 330
b. How would you motivate retail employees using the minimum expectations ("dissatisfiers")/desired goals ("satisfiers")concept? Diff: 2 Page Ref: 290-291
b. Describe how each view of motivation could be implemented in human resource management. Diff: 2 Page Ref: 332
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