Chp 4 Flashcards
Emotions
physiological, behavioral and psychological episodes experienced toward an object, person or event that create a state of readiness. Experiences.
Attitudes
the cluster of beliefs, assessed feelings, and behavior intentions toward a person, object or event. judgements. tend to be stable over time
Cognitive Dissonance
an emotional experience caused by a perception that our beliefs, feelings and behavior are incongruent with each other
Emotional Labor
the effort, planning and control needed to express organizationally desired emotions during interpersonal relationships
Emotional Intelligence
a set of abilities to perceive and express emotion, assimilate emotion in thought, understand and reason with emotion and regular emotion in oneself and others
Dimensions of Emotional Intelligence
Awareness of own emotions, awareness of others’ emotions, management of own emotions, management of others’ emotions
Job satisfaction
a person’s evaluation of their job and work context
Exit-Voice-Loyalty-Neglect (EVLN) Model
the four ways that employees respond to job dissatisfaction
Service Profit Chain Model
a theory explaining how employees’ job satisfaction influences company profitability indirectly through service quality, customer loyalty and related factors
Affective Organizational Commitment
an individual’s emotional attachment to, involvement in and identification with an organization
Continuance Commitment
an individual’s calculative attachment to an organization
Norm of reciprocity
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
Trust
positive expectations one person has toward another person in situations involving risk
Shared values
reason for affective commitment, values congruence between employee and org
Stress
a adaptive response to a situation this is perceived as challenging or threatening to a person’s well-being
