d. Southwest Airlines practiced employee empowerment earlier than most firms. e. Southwest Airline’s low-cost practices have led to high levels of customer complaints.

1. Which of the following statements about Southwest Airlines is false?

a. The firm’s competitive advantage is low cost.

b. The firm spends more on recruitment and training than any other airline.

c. The firm’s human resource strategy treats employees like customers.

d. Southwest Airlines practiced employee empowerment earlier than most firms.

e. Southwest Airline’s low-cost practices have led to high levels of customer complaints.

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2. Which of the following best describes mutual commitmentin an organization?

a. an instance in which management is committed to the employees and the employees are committed to management

b. both management and the employees are committed to the same objective

c. both management and the employees are committed, but to different objectives

d. management obtains the commitment of the employees to a stated objective

e. both management and the employees can rely on each other

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3. Mutual trust is

a. when management and the employees trust each other

b. reflected in reasonable, documented employment policies, honestly and equitably implemented to the satisfaction of both management and the employees

c. when management has gained the trust of the employees

d. when management recognizes that the employees are competent, motivated people both able and willing to perform at the level required to produce a quality product

e. when management and the employees both agree on the objectives

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4. The objective of a human resource strategy is to

a. produce the demand forecast at lowest labor cost

b. match employment levels with demand

c. achieve a reasonable quality of work life at low cost

d. manage labor and design jobs so people are effectively and efficiently utilized

e. all of the above

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5. The two most basic policies associated with employment stability are

a. job enrichment and job enlargement

b. employment for life and guaranteed minimum wage

c. follow demand exactly and hold employment constant

d. incentive plans and piece-rate plans

e. none of the above

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