Chapter 4

Question 1

________: Psychological, behavioural, and physiological episodes that create a state of readiness.

Answer 1

Emotion(s)

Question 2

If emotion is positive and highly active what would be the group of emotions that is likely being experienced, what is the productivity of this individual?

Answer 2

Enthusiastic, elated, and excited. Worker is likely productive

Question 3

What are the major differences between attitudes and emotions?

Answer 3

Attitudes: cluster of beliefs, feelings, and behavioral intentions. Judgments with conscious reasoning. More stable over time.

Emotions: Operate as events, often nonconscious. Brief experiences related to attitude object.

Question 4

____________: Two people have the same belief but different valences about that belief

Answer 4

Beliefs-Feelings Contingencies

Question 5

__________:Two people have the same feelings but form different behavioral intentions due to past experience, personality

Answer 5

Feelings-Behavioural Intentions Contingencies

Question 6

____________: Two people have same behavioural intentions, but different situation or skills enables only one of them to act

Answer 6

Behavioural Intentions-Behaviour Contingencies

Question 7

_________:Environmental conditions that place a physical or emotional demand on the person

Answer 7

Stressor

Question 8

What are the four main workplace stressors?

Answer 8

Organizational constraints, Interpersonal conflict, work overload, and Low task control

Question 9

What are the possible consequences of stress?

Answer 9

job burnout occurring because of, emotional exhaustion, cynicism and reduced feeling of personal accomplishment

Question 10

_________: The effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions

Answer 10

Emotional Labour

Question 11

_________: The four ways, as indicated in the name, that employees respond to job dissatisfaction

Answer 11

exit-voice-loyalty-neglect (EVLN) model

Question 12

Based on the EVLN model what could ‘exit’ look like?

Answer 12

Employee leaves the organization or transfers

Question 13

Based on the EVLN model what could ‘voice’ look like?

Answer 13

Employee attempts to change the dissatisfying situation. Includes constructive responses, formal grievances, forming coalitions, or counterproductive work behaviour with the intent to force change

Question 14

Based on the EVLN model what could ‘Loyalty’ look like?

Answer 14

Old model: amount of loyalty decided whether employee used ‘voice’ or ‘exit’

New model: Choice to wait out issue to be resolved

Question 15

Based on the EVLN model what could ‘Neglect’ look like?

Answer 15

Reduced work effort, less attention to quality, and increased absence and lateness

Question 16

_________: A theory explaining how employees’ job satisfaction influences company profitability indirectly through service quality, customer loyalty, and related factors

Answer 16

service profit chain model

Question 17

What are the major groupings in the Service Profit Chain Model

Answer 17

Organizational Practices ->Employee satisfaction and behaviour -> employee retention, and employee motivation and behaviour -> service quality -> customer satisfaction/percieved value -> customer loyalty and referrals -> Company profitability and growth

Question 18

_________: Norms or explicit rules required employees to display behaviours representing specific emotions and to hide observable evidence of other emotions

Answer 18

Display rules