Chapter 4 Flashcards
________: Psychological, behavioural, and physiological episodes that create a state of readiness.
Emotion(s)
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?
Enthusiastic, elated, and excited. Worker is likely productive
What are the major differences between attitudes and emotions?
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.
____________: Two people have the same belief but different valences about that belief
Beliefs-Feelings Contingencies
__________:Two people have the same feelings but form different behavioral intentions due to past experience, personality
Feelings-Behavioural Intentions Contingencies
____________: Two people have same behavioural intentions, but different situation or skills enables only one of them to act
Behavioural Intentions-Behaviour Contingencies
_________:Environmental conditions that place a physical or emotional demand on the person
Stressor
What are the four main workplace stressors?
Organizational constraints, Interpersonal conflict, work overload, and Low task control
What are the possible consequences of stress?
job burnout occurring because of, emotional exhaustion, cynicism and reduced feeling of personal accomplishment
_________: The effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions
Emotional Labour
_________: The four ways, as indicated in the name, that employees respond to job dissatisfaction
exit-voice-loyalty-neglect (EVLN) model
Based on the EVLN model what could ‘exit’ look like?
Employee leaves the organization or transfers
Based on the EVLN model what could ‘voice’ look like?
Employee attempts to change the dissatisfying situation. Includes constructive responses, formal grievances, forming coalitions, or counterproductive work behaviour with the intent to force change
Based on the EVLN model what could ‘Loyalty’ look like?
Old model: amount of loyalty decided whether employee used ‘voice’ or ‘exit’
New model: Choice to wait out issue to be resolved
Based on the EVLN model what could ‘Neglect’ look like?
Reduced work effort, less attention to quality, and increased absence and lateness
_________: A theory explaining how employees’ job satisfaction influences company profitability indirectly through service quality, customer loyalty, and related factors
service profit chain model
What are the major groupings in the Service Profit Chain Model
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
_________: Norms or explicit rules required employees to display behaviours representing specific emotions and to hide observable evidence of other emotions
Display rules
