Chapter 4: Workplace Emotions, Attitudes, And Stress Flashcards
“____” are physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness.
Emotions.
The cluster of beliefs, assessed feelings, and behavioral intentions towards a person, object, or event is called an?
Attitude.
“____” are your established perceptions about the attitude, object, and what you believe to be true.
Beliefs.
A positive or negative feeling about each belief is called?
Valance.
Automatic, non-conscious emotional responses are known as?
Emotional markers.
The effort, planning and control needed to express organizationally desired emotions during interpersonal transactions. This is called?
Emotional labor.
The internal tension we feel when our beliefs, feelings, and behaviors are incongruent with each other is referred to as?
Cognitive dissonance.
“____” includes a set of abilities to recognize and regulate one’s own emotions as well as the emotions of others.
Emotional intelligence.
Norms or explicit rules that require us to exhibit certain emotions and conceal others are known as?
Display rules.
The EVLN model identifies four ways that employees respond to job dissatisfaction. What are they?
Exit, voice, loyalty, and neglect.
The felt obligation or moral duty to remain with and contribute to the organization is called having a “____” commitment.
Normative commitment.
Which model proposes that job satisfaction has a positive effect on customer service, which flows onto the shareholder Financial returns?
Service profit chain model.
A concern with high affective commitment is that employees with very high loyalty tend to have high conformity, which results in lower?
Creativity.
The “____” model identifies the link between employees satisfaction, customer satisfaction, and Company profitability.
Service profit chain.
An individual’s emotional attachment to, involvement in, and identification with an organization. This is what commitment?
Affective organizational commitment.
The cluster of beliefs, assessed feelings, and behavioral intentions towards a person, object, or event. This is known as?
Attitudes.
An individual’s calculative attachment to an organization. What type of commitment is this?
Continuance commitment.
“____” is the effort, planning, and control needed to express ORGANIZATIONALLY DESIRED EMOTIONS during interpersonal transactions.
Emotional labor.
The psychological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness. This is known as?
Emotions.
The four ways, as directed in the name, that employees respond to job dissatisfaction. What model is this?
Exit, voice, loyalty, neglect model. EVLN
“____” is a model of the stress experience, consisting of three stages: alarm reaction, resistance, and exhaustion.
General Adaptation syndrome.
“____” is a person’s evaluation of their job and work context.
Job satisfaction
“____” is a felt obligation and social expectation of helping or otherwise giving something of value to someone who has already helped or given something of value to you.
Norm of reciprocity.
Environmental conditions that place a physical or emotional Demand on the person this is called?
Stressors.
