Chapter 3

Emotional Intelligence

A person's ability to be self-aware. Understanding the meaning of these emotions.

_____________ is not mentioned in the chapter as a job condition. Researchers​ find, however, a consistent negative relationship between satisfaction and​ absenteeism, but the relationship is moderate to weak.

Absenteeism

Psychological Empowerment

Belief in the degree of influence over one's job, competence, job meaningfulness, and autonomy.

core self-evaluation (CSE)

Believe in their inner worth and basic competence

______________ is not a way that organizations practice CSR. Organizations engage in environmental sustainability​ initiatives, nonprofit​ work, and charitable giving.

Conducting research

______________ vary in terms of the rate of job satisfaction.

Different cultures

_____________ is not a moderator of the​ attitude—behavior relationship, which includes the importance of the​ attitude, its correspondence to behavior​, its accessibility​, the presence of social pressures​, and whether a person has direct experience with the attitude.

Diversity

_______________ to an organization and belief in its values is the gold standard for employee commitment

Emotional attachment

Which consequence of dissatisfaction is described as directing behavior toward leaving the organization?

Exit response

According to​ research, some of the lowest levels of job satisfaction exist in​ _________.

France

_____________ is not a factor mentioned in the chapter as an influence for job satisfaction.

Globalization

_____________ is not mentioned as a way to reduce cognitive dissonance.

Goal setting

summation of job facets

Identifies key elements in a job such as the type of work, skills needed, supervision, present pay, promotion opportunities, culture, and relationships with coworkers. Respondents rate these on a standardized scale, and researchers add the ratings to create an overall job satisfaction score.

Counterproductive work behavior​ (CWB)

Refers to actions that actively damage the​ organization, including​ stealing, behaving aggressively toward​ coworkers, or being late or absent.

Perceived Organizational Support (POS)

The degree to which employees believe the organization values their contribution and cares about their well-being.

Employee Engagement

The individual's involvement with, satisfaction with, and enthusiasm for the work.

Core self-evaluation

a bottom-line conclusion individuals have about their capabilities, competence, and worth as a person.

cognitive component of an attitude

a description of or belief in the way things are.

Once an individual reaches _________________, the relationship between pay and job satisfaction reduces.

a level of comfortable​ living

Job satisfaction is best measured through​ ___________.

a mixture of the single global rating and the summation of job facets method

Job satisfaction

a positive feeling about one's job resulting from an evaluation of its characteristics

counterproductive work behavior

actions that actively damage the organization, including stealing, behaving aggressively toward coworkers, or being late or absent.

The consequence of dissatisfaction known as the voice response is described as ___________________________________, including suggesting improvements, discussing problems with superiors, and undertaking some form of union activity.

actively and constructively attempting to improve conditions

Amber could not help but be angry over the amount of her raise after so many of her fellow workers received better raises than she did.​ Amber's anger represents the​ _________ component of an attitude.

affective

Emotional Labor

an employee's expression of organizationally desired emotions during interpersonal transactions at work

"I'm so happy with my new job "

an example of the affective component of an attitude.

Essentially universal emotions

anger, fear, sadness, happiness, disgust, surprise

Employee engagement

an​ individual's involvement​ with, satisfaction​ with, and enthusiasm​ for, the work​ he/she does.​

An evaluative statement or judgment about​ objects, people, or events is known as ___________.

attitudes

People will alter either their __________________ because they want to minimize the discomfort dissonance causes.

attitudes or behavior

The_________ component of an attitude is an intention to behave in a certain way toward someone or something.

behavioral

Cognition, affect, and behavior are _____________.

closely related

When Paul received a raise at​ work, he believed the raise was less than what he should have received. This belief is an example of the​ ________ component of an attitude.

cognitive

cognitive dissonance

contradictions individuals might perceive between their attitudes and their behavior.

Satisfied employees appear to increase ________________ and loyalty.

customer satisfaction

behavioral component of an attitude

describes an intention to behave a certain way toward someone or something—as in, "I'm going to look for another job that pays better."

exit response

directs behavior toward leaving the organization, including looking for a new position or resigning.

Attitudes that are _________________ are most likely to predict our behavior.

easily accessed by memory

Recent research found that the attitudes of employees who had ___________________ improved after they talked about their experiences with coworkers.

emotionally challenging work events

Moral Emotions

emotions that have moral implications because of our instant judgement of the situation that evokes them

Affective Events Theory (AET)

employees react emotionally to things that happen to them at work and this influences job performance and satisfaction

Employees who are committed will be less likely to _________________ even if they are dissatisfied because they have a sense of organizational loyalty or attachment.

engage in work withdrawal

Attitudes

evaluative statements—either favorable or unfavorable—about objects, people, or events.

Individuals with _______________________ personality traits are more satisfied with their work.

extraversion and conscientiousness

types of emotions

felt, displayed

As several studies have concluded, ____________ are more likely to be productive workers

happy workers

surface acting

hiding one's inner feelings and forgoing emotional expressions in response to display rules

The ____________________ is the most important predictor of job satisfaction and employee well-being.

intrinsic nature of the work

Pay does not play a critical role in _________ when an individual reaches a level of comfortable living.

job satisfaction

The single global rating approach to measuring job satisfaction is ______________ than the summation of job facets approach.

less sophisticated

In _______________ countries like the United States, people are more likely to view work as an exchange than as a moral obligation, so employees look for reasons to feel supported by their organizations.

low power-distance

Which consequence of dissatisfaction is described as passively but optimistically waiting for conditions to improve?

loyalty reponse

The _____________ refers to dissatisfaction expressed by passively waiting for conditions to improve.

loyalty response

loyalty response

means passively but optimistically waiting for conditions to improve, including speaking up for the organization in the face of external criticism and trusting the organization and its management to "do the right thing."

One reason organizational citizenship behavior matters so much is trust. Individuals who believe their coworkers support them are also ___________________ in helpful behaviors than those who have antagonistic coworker relationships.

more likely to engage

The ___________ response to employee dissatisfaction is destructive and passive.

neglect

The _________________ passively allows conditions to worsen and includes chronic absenteeism or​ lateness, reduced​ effort, and increased error rate.

neglect response

While highly engaged employees demonstrate a passion for their work and feel a deep connection to their​ companies, _______________ of employees are highly engaged by their work.

only 17 to 29 percent

The cognitive component refers to the ______________ segment of an attitude.

opinion or belief

Job satisfaction is moderately correlated with _________________.

organizational citizenship behavior

neglect response

passively allows conditions to worsen and includes chronic absenteeism or lateness, reduced effort, and an increased error rate.

A ____________________ is the best predictor of intent to leave or turnover.

pattern of lowered job satisfaction

Employees have typically been more satisfied with their jobs​ overall, the work​ itself, and their supervisors and coworkers than they have been with their __________________.

pay and promotion opportunities

Dissonance is less stressful if it results in receiving something​ good, such as a ____________--.

pay raise

Individuals with higher job satisfaction ________________.

perform better

The most ______________ of the​ attitudes-behavior relationship are the importance of the​ attitude, its correspondence to​ behavior, its​ accessibility, the presence of social​ pressures, and whether a person has direct experience with the attitude.

powerful moderators

According to​ research, the job facet with which people have been LEAST satisfied is​ _________.

promotion opportunities

Dissonance causes people to __________________ between their attitudes and behavior.

rationalize the difference

Mindfulness

receptively paying attention to being aware of the present moment, events, and experiences, has started to become popular in organizations.

The desire to _____________ depends on three​ factors, including the importance of the elements creating the​ dissonance, the degree of influence we believe we have over the​ elements, and the rewards of dissonance.

reduce dissonance

Approaches for Measuring Job satisfaction

single global rating, the summation of job facets

Emotion Regulation Techniques

surface acting, deep acting, emotional suppression, cognitive reappraisal, social sharing, mindfulness.

An employee​ didn't get a​ promotion, which he thought he​ merited, and his attitude toward his manager is one of resentment. He files a complaint. This scenario shows that​ _________.

the components of an attitude are interrelated

Job involvement

the degree to which a person identifies with a job, actively participates in it, and considers performance important to self-worth

Power distance

the degree to which people in a country accept that power in institutions and organizations is distributed unequally.

affective component of an attitude

the emotional or feeling segment of an attitude reflected in the statement, "I am angry over how little I'm paid."

Affect

the emotional or feeling segment of an attitude.

deep acting

trying to modify one's true inner feelings based on display rules

The ______________ includes actively trying to improve conditions including suggesting​ improvements, discussing problems with​ superiors, and undertaking some forms of union activity.

voice response

Job satisfaction

A positive feeling about the job resulting from an evaluation of its characteristics

single global rating

A response to one question, such as "All things considered, how satisfied are you with your job?" Respondents circle a number between 1 and 5 on a scale from "highly satisfied" to "highly dissatisfied."

corporate social responsibility (CSR)

An organization's self-regulated actions to benefit society or the environment beyond what is required by law, increasingly affects employee job satisfaction.

_________________ are categorized as negative responses to dissatisfaction because neither response works toward solving problems or reconciling poor relationships.

Exit and neglect

Organizational Commitment

Identifying with a particular organization and its goals and wishing to maintain membership in the organization

Organizational Citizenship Behavior (OCB)

Includes people talking positively about their organizations, helping others, and going beyond the normal expectations of their jobs.

________________ in the workplace is not a benefit of job satisfaction. In​ fact, satisfied workers tend to be less stressed in the workplace.

Increased stress

According to​ research, some of the highest levels of job satisfaction exist in​ _______.

Mexico

According to​ research, ________________ rank highest of the countries studied in terms of job satisfaction.

Mexico and Switzerland

_________________ correlates moderately with job satisfaction.

Organizational citizenship behavior

Employees with _______________ strongly identify with and care about the kind of work they do.

high job involvement

In __________________ countries like China, employee POS perceptions are not as deeply based on demonstrations of fairness, support, and encouragement.

high power-distance

A study of nearly 8,000 business units in 36 companies found that units whose employees reported __________________________ achieved higher levels of customer satisfaction, were more productive, brought in higher profits, and experienced lower levels of turnover and accidents than at other business units

high-average levels of engagement

Individuals with ________________ perform better, and organizations with more satisfied employees tend to be more effective than those with fewer.

higher job satisfaction

Organizations realize increased customer satisfaction when employees experience ________.

higher levels of job satisfaction

voice response

includes actively and constructively attempting to improve conditions, including suggesting improvements, discussing problems with superiors, and undertaking union activity.

Emotional Dissonance

inconsistencies between the emotions people feel and the emotions they project

Emotions

intense, discrete, and short-lived feeling experiences that are often caused by a specific event.

The behavioral component of an attitude describes an ________________ a certain way toward someone or​ something, as​ in, "I'm going to look for another job that pays​ better."

intention to behave

Emotional Regulation

involves identifying and modifying the emotions you feel

Some researchers used to believe the relationship between job satisfaction and ________________ was a​ myth, but a review of 300 studies suggested the correlation is quite high.

job performance

Outcomes of job satisfaction

job performance, customer satisfaction, life satisfaction

Major Job Attitudes

job satisfaction, job involvement, organizational commitment, perceived organizational support, employee engagement