organizational behavior chapter 4 vocab Flashcards
Emotions
physiological, behavioral, and psychological episodes experienced toward an object, person, or event that create a state of readiness
Attitudes
the cluster of beliefs, assessed feelings, and behavioral intentions toward a person, object, or event (called an attitude object)
Cognitive Dissonance
an emotional experience caused by a perception that our beliefs, feelings, and behavior are incongruent with one another
Emotional Labor
the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions
Emotional Intelligence
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
Job Satisfaction
a person’s evaluation of his or her job and work context
EVLN Model
the four ways, as indicated in the name, 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
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
Continuance Commitment
an individual’s calculative attachment to an organization
Trust
positive expectations one person has toward another person in situations involving risk
Stress
an adaptive response to a situation that is perceived as challenging or threatening to the person’s well-being
General Adaptation Syndrome
a model of the stress experience, consisting of three stages: alarm reaction, resistance, and exhaustion
Stressors
any environmental conditions that place a physical or emotional demand on the person
