1. Chapter 3 Emotions, Attitudes, and Job Satisfaction
It’s not only how people think but how they feel

2. Chapter 3 Study Questions
What are foundations of emotions and moods?
What are organizational and cultural exemplars of emotions and moods?
What are attitudes?
What is job satisfaction and how is it related to performance?
Copyright © 2008 John Wiley & Sons, Inc.

3. Figure 3.1
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4. What are foundations of emotions and moods?
Affects
generic term that covers a broad range of feelings that individuals express
Emotions
intense feelings that are directed at someone or something
Moods
less intense and frequently lack a contextual stimulus
Copyright © 2008 John Wiley & Sons, Inc.

5. What are foundations of emotions and moods?
Major emotions
Anger
Fear
Joy
Love
Sadness
Surprise
Copyright © 2008 John Wiley & Sons, Inc.

6. What are foundations of emotions and moods?
Self conscious emotions
help individuals stay aware of and regulate their relationships with others
Social emotions
refer to individuals’ feelings based on information external to themselves
includes pity, envy, and jealousy
Copyright © 2008 John Wiley & Sons, Inc.

7. What are foundations of emotions and moods?
Positive affectivity
tendency to be perceptually positive
Negative affectivity
tend to experience negative moods in a wide range of settings and under many different conditions
Copyright © 2008 John Wiley & Sons, Inc.

8. Figure 3.2
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9. What are organizational and cultural exemplars of emotions and moods?
Emotional dissonance
inconsistencies between emotions we feel and emotions we project
Emotional labor
a situation where a person displays organizationally desired emotions during interpersonal transactions at work
Copyright © 2008 John Wiley & Sons, Inc.

10. What are organizational and cultural exemplars of emotions and moods?
Deep acting
trying to modify your true inner feelings based on display rules
Surface acting
hiding your inner feelings and forgoing emotional expressions as a response to display rules
Copyright © 2008 John Wiley & Sons, Inc.

11. What are organizational and cultural exemplars of emotions and moods?
Emotional intelligence (EI)
one’s ability to detect and manage emotional cues and information
Copyright © 2008 John Wiley & Sons, Inc.

12. What are organizational and cultural exemplars of emotions and moods?
Emotional intelligence includes:
Appraisal and expression of emotions in yourself
Appraisal and recognition of emotions in others
Regulation of emotions in yourself
Use of emotions to facilitate performance
Copyright © 2008 John Wiley & Sons, Inc.

13. What are organizational and cultural exemplars of emotions and moods?
OB applications
Leadership
Motivation
Customer service
Gender differences
Copyright © 2008 John Wiley & Sons, Inc.

14. What are organizational and cultural exemplars of emotions and moods?
Emotions and culture
Display rules
informal standards that govern the degree to which it is appropriate for people from different cultures to display their emotions similarly
Copyright © 2008 John Wiley & Sons, Inc.

15. What are attitudes? Attitude
predisposition to respond in a positive or negative way to someone or something in one’s environment
Copyright © 2008 John Wiley & Sons, Inc.

16. Figure 3.3
Copyright © 2008 John Wiley & Sons, Inc.

17. What are attitudes? Cognitive component Beliefs
reflects the beliefs, opinions, knowledge, or information a person possesses
Beliefs
represent ideas about someone or something and the conclusions people draw about them
Copyright © 2008 John Wiley & Sons, Inc.

18. What are attitudes? Affective component Behavioral component
specific feeling regarding the personal impact of the antecedents
Behavioral component
intention to behave in a certain way based on your specific feelings or attitudes
Copyright © 2008 John Wiley & Sons, Inc.

19. What are attitudes? Cognitive dissonance
Describes a state of inconsistency between an individual’s attitudes and his or her behavior
Cognitive dissonance can be reduced by:
Changing the underlying attitude
Changing future behavior
Developing new ways of explaining or rationalizing the inconsistency
Copyright © 2008 John Wiley & Sons, Inc.

20. What is job satisfaction and how is it related to performance?
The degree to which individuals feel positively or negatively about their jobs
Copyright © 2008 John Wiley & Sons, Inc.

21. What is job satisfaction and how is it related to performance?
Five facets of job satisfaction:
The work itself
Quality of supervision
Relationships with co-workers
Promotion opportunities
Pay
Copyright © 2008 John Wiley & Sons, Inc.

22. What is job satisfaction and how is it related to performance?
Argument: satisfaction causes performance
Managerial implication — to increase employees’ work performance, make them happy
Job satisfaction alone is not a consistent predictor of work performance
Copyright © 2008 John Wiley & Sons, Inc.

23. What is job satisfaction and how is it related to performance?
Argument: performance causes satisfaction
Managerial implication — help people achieve high performance, then satisfaction will follow
Performance in a given time period is related to satisfaction in a later time period
Rewards link performance with later satisfaction
Copyright © 2008 John Wiley & Sons, Inc.

24. What is job satisfaction and how is it related to performance?
Argument: rewards cause both satisfaction and performance
Managerial implications.
Proper allocation of rewards can positively influence both satisfaction and performance
High job satisfaction and performance-contingent rewards influence a person’s work performance
Size and value of the reward should vary in proportion to the level of one’s performance
Copyright © 2008 John Wiley & Sons, Inc.