Chapter 4

Question 1

Answer 1

1. attitudes
2. attitudes
3. emotions
4. emotions
5. attitudes

Question 2

Affective (organizational) commitment

Answer 2

The employee’s emotional attachment to, identification with, and involvement in a particular organization.

Question 3

Attitudes

Answer 3

The cluster of beliefs, assessed feelings, and behavioural intentions toward a person, object, or event (called an attitude object).

Question 4

Cognitive Dissonance

Answer 4

A condition that occurs when we perceive an inconsistency between our beliefs, feelings, and behaviour.

Question 5

Continuance Commitment

Answer 5

An employee’s calculative attachment to the organization, whereby an employee is motivated to stay only because leaving would be costly

Question 6

Emotional Dissonance

Answer 6

The conflict between required and true emotions.

Question 7

Emotional Intelligence (EI)

Answer 7

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.

Question 8

Emotional Labour

Answer 8

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

Question 9

Emotions

Answer 9

Physiological, behavioural, and psychological episodes experienced toward an object, person, or event that create a state of readiness.

Question 10

Job Burnout

Answer 10

The process of emotional exhaustion, cynicism, and reduced personal accomplishment that results from prolonged exposure to stressors.

Question 11

Job Satisfaction

Answer 11

A person’s evaluation of his or her job and work context

Question 12

Organizational (Affective) Commitment

Answer 12

The employee’s emotional attachment to, identification with, and involvement in a particular organization.

Question 13

Psychological Harassment

Answer 13

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.

Question 14

Service Profit Chain Model

Answer 14

A theory explaining how employees’ job satisfaction influences company profitability indirectly through service quality, customer loyalty, and related factors.

Question 15

Sexual Harassment

Answer 15

Unwelcome conduct of a sexual nature that detrimentally affects the work environment or leads to adverse job-related consequences for its victims.

Question 16

Stress

Answer 16

An adaptive response to a situation that is perceived as challenging or threatening to a person’s well-being.

Question 17

Stressors

Answer 17

Any environmental conditions that place a physical or emotional demand on a person.

Question 18

Trust

Answer 18

The positive expectations one person has toward another person or group in situations involving risk.

Question 19

Workaholic

Answer 19

A person who is highly involved in work, feels compelled to work, and has a low enjoyment of work.

Question 20

Answer 20

1. attitudes
2. beliefs
3. feelings
4. behavioural intentions

Question 21

Answer 21

1. relationship management
2. social awareness
3. self-management
4. self-awareness

Question 22

Answer 22

1. exit
2. loyalty
3. neglect
4. voice

Question 23

Answer 23

Stage 1: alarm reaction
Stage 2: resistance
Stage 3: exhaustion

Question 24

Answer 24

1. remove the stressor(s)
2. withdraw from the stressor(s)
3. change stress perceptions
4. control stress consequences
5. receive social support

Question 25

Three Stressors

Answer 25

1. Harassment and Incivility 2. Work Overload * Working more hours, more intensely than one can cope 3. Low Task Control * Due to lack control over how and when tasks are performed * Stress increases with responsibility

Question 26

Five ways to manage stress

Answer 26

1. Remove the stressor * Minimize/remove stressors * Work/life balance initiatives 2. Withdraw from stressor * Vacation, rest breaks 3. Change stress perceptions * Positive self-concept, humour 4. Control stress consquences * Healthy lifestyle, fitness, wellness 5. Receive stress support

Question 27

Traditional Model of Attributes

Answer 27

**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

Question 28

Job Satisfaction and Performance

Answer 28

Happy workers: 1. General attitude is a poor predictor of specific behaviours 2. Job satisfaction effect on performance is lower when employees have less control over output 3. Reverse explanation: Job performance affects satisfaction, but only when rewarded

Question 29

Service Profit Chain Model

Answer 29

Question 30

Types of Emotions

Answer 30

Question 31

Attitudes vs Emotions

Answer 31

Question 32

Consequences of Distress

Answer 32

Question 33

How Emotions influcence Attitutudes How Emotions affect Behaviour

Answer 33

**How emotions influence attitudes:** 1. Feelings and beliefs are influenced by cumulative emotional episodes (not just evaluation of beliefs) 2. We ‘listen in’ on our emotions **Emotions directly affect behaviour** - ie. facial expression