Chapter 4 Flashcards
- attitudes
- attitudes
- emotions
- emotions
- attitudes
Affective (organizational) commitment
The employee’s emotional attachment to, identification with, and involvement in a particular organization.
Attitudes
The cluster of beliefs, assessed feelings, and behavioural intentions toward a person, object, or event (called an attitude object).
Cognitive Dissonance
A condition that occurs when we perceive an inconsistency between our beliefs, feelings, and behaviour.
Continuance Commitment
An employee’s calculative attachment to the organization, whereby an employee is motivated to stay only because leaving would be costly
Emotional Dissonance
The conflict between required and true emotions.
Emotional Intelligence (EI)
A set of abilities to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion, and regulate emotion in oneself and others.
Emotional Labour
The effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions. Higher in jobs requiring: Frequent/lengthy emotion display Variety of emotions display Intense emotions display
Emotions
Physiological, behavioural, and psychological episodes experienced toward an object, person, or event that create a state of readiness.
Job Burnout
The process of emotional exhaustion, cynicism, and reduced personal accomplishment that results from prolonged exposure to stressors.
Job Satisfaction
A person’s evaluation of his or her job and work context
Organizational (Affective) Commitment
The employee’s emotional attachment to, identification with, and involvement in a particular organization.
Psychological Harassment
Repeated and hostile or unwanted conduct, verbal comments, actions, or gestures that affect an employee’s dignity or psychological or physical integrity and that result in a harmful work environment for the employee.
Service Profit Chain Model
A theory explaining how employees’ job satisfaction influences company profitability indirectly through service quality, customer loyalty, and related factors.
Sexual Harassment
Unwelcome conduct of a sexual nature that detrimentally affects the work environment or leads to adverse job-related consequences for its victims.
Stress
An adaptive response to a situation that is perceived as challenging or threatening to a person’s well-being.
Stressors
Any environmental conditions that place a physical or emotional demand on a person.
Trust
The positive expectations one person has toward another person or group in situations involving risk.
Workaholic
A person who is highly involved in work, feels compelled to work, and has a low enjoyment of work.
- attitudes
- beliefs
- feelings
- behavioural intentions
- relationship management
- social awareness
- self-management
- self-awareness
- exit
- loyalty
- neglect
- voice
Stage 1: alarm reaction
Stage 2: resistance
Stage 3: exhaustion
- remove the stressor(s)
- withdraw from the stressor(s)
- change stress perceptions
- control stress consequences
- receive social support
Three Stressors
- Harassment and Incivility
- Work Overload
- Working more hours, more intensely than one can cope
- Low Task Control
- Due to lack control over how and when tasks are performed
- Stress increases with responsibility
Five ways to manage stress
- Remove the stressor
- Minimize/remove stressors
- Work/life balance initiatives
- Withdraw from stressor
- Vacation, rest breaks
- Change stress perceptions
- Positive self-concept, humour
- Control stress consquences
- Healthy lifestyle, fitness, wellness
- Receive stress support
Traditional Model of Attributes
Purely cognitive approach
•Beliefs: established perceptions of attitude object
•Feelings: calculation of good or bad based on beliefs about the attitude object
•Behavioural intentions: calculated motivation to act in response to the attitude object
Job Satisfaction and Performance
Happy workers:
- General attitude is a poor predictor of specific behaviours
- Job satisfaction effect on performance is lower when employees have less control over output
- Reverse explanation: Job performance affects satisfaction, but only when rewarded
Service Profit Chain Model
Types of Emotions
Attitudes vs Emotions
Consequences of Distress
How Emotions influcence Attitutudes
How Emotions affect Behaviour
How emotions influence attitudes:
- Feelings and beliefs are influenced by cumulative emotional episodes (not just evaluation of beliefs)
- We ‘listen in’ on our emotions
Emotions directly affect behaviour - ie. facial expression
