chapter 3
The effects of dissonance can be reduced by __________________.
high rewards
Employee satisfaction is related to ________________.
positive customer outcomes
Zappos works to improve customer service employee satisfaction by ________________.
paying employees to leave after training
Organizational citizenship behavior (OCB) is defined as _________________.
positive talk, helping others, and going beyond normal expectations at the job
An employee's belief in the degree to which they influence their work environment, their competencies, the meaningfulness of their job, and their perceived autonomy is known as ________.
psychological empowerment
The emotional or feeling segment of an attitude, which is viewed to be the more critical part of an attitude, is called ________.
the affective component
The cognitive component of an attitude is best described by _______________.
the thought or description that underlies an attitude
Eric has been at his job for more than five years but has been passed over for promotion three times. Each time Eric was not considered he became angrier and angrier at the situation, until he started thinking about getting a new job. Eric's anger about being passed over for promotion represents which piece of his attitude?
Affective
Managers need to be aware of exit and neglect behaviors in response to dissatisfaction because they impose a negative influence on the organization and its employees. These behaviors are initiated and felt by the employee rather than imposed by management. In addition to these behaviors, which are generally perceived to have a negative effect, voice and loyalty are also possible responses. Again, these are behaviors initiated by the employee. With this information, what can a HR Director do to maximize the possibility the dissatisfied employees will respond with voice or loyalty or both, rather than an exit or neglect response?
All the tactics listed in this question could be very successful in eliciting a positive voice or loyalty response in the event they become dissatisfied in the workplace.
Which of the following best describes cognitive dissonance?
An incompatibility between two of a person's beliefs, behavior, or attitudes
Maria has been at her job for three years but is very dissatisfied and is ready to find a new job. When she goes home she tells her partner that she is going to look for a new job that has better benefits and pay and in which she can grow her career. This statement is an example of what part of Maria's attitude toward her job?
Behavioral
Job satisfaction ratings were consistently high over a thirty-year period, and then job satisfaction ratings declined dramatically in 2007. What might be the reason for this decline?
Economic conditions
In several different studies, researchers have shown a relationship between corporate social responsibility and increased job satisfaction. This relationship is particularly true for ___________.
Millennials
Which of the following best describes the difference in job satisfaction between low-income individuals and people who make a comfortable living?
Money has a greater effect on job satisfaction among low-income people than among comfortable-income people.
Which of the following is the best description of job involvement?
The degree to which people identify psychologically with their jobs.
Much research has been conducted on measuring and recording employee satisfaction, and there are numerous intricate techniques for gathering information. Which of the following is the most helpful to management to record this type of information?
The single global rating
Identifying with the goals of an organization and a desire to stay with that organization is known as________________.
organizational commitment
The Director of HR at Multimedia Corporation is concerned about some stereotyping which has occurred in the work environment. To combat this stereotyping the HR director has decided to________________.
adopt more transparent practices
Ginger works for an organization that requires employees to engage in a variety of socially responsible projects as part of the job, although work hours are not reduced by this participation. In order to have a positive impact on job satisfaction, the organization may choose to___________.
allow Ginger to decide whether she wants to participate or not
The attitudes relationship can be modified by all of the following EXCEPT _________________.
cultural identity
The summation of job facets measurement of job satisfaction identifies key elements of the job including all of the following EXCEPT _________________.
cultural identity
An HR Director wants to institute a new plan that will increase employee job satisfaction. This will not only improve profitability overall, but it will do so by improving ________.
customer satisfaction
The degree to which a person has a positive feeling about a job after evaluating the job's characteristics is known as ______________.
job satisfaction
Henry realized that he no longer looked forward to going into work after a mandatory reorganization shifted both the specific tasks he was doing and how the tasks were accomplished. According to the summation of job facets measurement of job satisfaction, Henry's job satisfaction was impacted by a change in_________________.
nature of the work
A negative response that passively allows conditions to worsen (chronic absenteeism or lateness, reduced effort, and increased error rate) is a condition normally associated with subordinates rather than management personnel. The HR Director is attempting to minimize the negative ramifications of this response, known as ________. In concert with this goal of reducing the negative, she is also striving to increase ________, which generally results in employees going beyond the normal expectations of their jobs.
neglect; organizational citizenship behavior (OCB)
