Workplace Emotions, Stress, and Attitudes - Chapter 4. Flashcards
1
Q
Emotional Dissonance
A
The conflict between required and true emotions.
2
Q
Emotional Labour
A
The effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions.
3
Q
Emotions
A
Physiological, behavioural, and psychological episodes toward an object, person, or event that create a state of readiness.
4
Q
General Adaption Syndrom
A
A model of the stress experience, consisting of three stages:
Alarm Reaction
Resistance
Exhaustion
5
Q
Service Profit Chain Model
A
A theory explaining how employee’s job satisfaction influences company profitability.
6
Q
Stress
A
An adaptive response to a situation that is perceived as challenging or threatening to a person’s well-being.
