ch 4 Flashcards
emotions
physiological, behavioral, and psychological episodes experienced toward an object, person, or even, that create a state of readiness.
attitudes
the cluster of beliefs, assessed feelings, and behavioral intentions toward a person, object, or event (called an attitude object)
beliefs
what you believe to be true.
feelings
represent your conscious positive or negative evaluations of the attitude object.
behavioral intentions
your motivation to engage in a particular behavior regarding an attitude object.
attitude-behavior contingencies
b-f-i (beliefs feelings-intentions) weakened by contingencies at each state in the model.
cognitive dissonance
when people perceive their beliefs, feelings, and behavior are incongruity with each other.
emotional labor
maintaining composure at work
emotional dissonance
tension when required emotions are different than the ones you are feeling.
EI
a set of abilities to perceive and express emotion, assimilate emotion in thought and understand with reason and emotion
job satisfaction
person’s eval of work and job context
EVLN (exit, voice, loyalty, neglect)
how to people respond to dissatisfaction, exit, voice, loyalty, neglect.
service profit chain model
a theory explaining how employee’s job satisfaction influences company profitability indirectly through service quality, customer loyalty and related factors.
Affective organizational commitment
employee’s emotional attachment to, involvement in, and id with an organization.
continuance commitment
calculative attachment to the organization… cant get another job, or would be ‘underpaid’
