Chapter 3
Emotions, Attitudes, and Job
Satisfaction
Chapter 3 Study Questions
What are emotions and moods?
What do emotions and moods influence
behavior in organizations?
What are attitudes?
What are emotions and moods?
Affects
Broad range of feelings, in the form of
moods and emotions, that people experience in their life context.
Emotions are strong positive or negative feelings directed toward something.
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What are emotions and moods?
Emotional intelligence
(EI)
Ability to understand emotions and manage
What are emotions and moods?
Copyright © 2008 John Wiley & Sons, Inc. 3-5
Se lf-Aw are ne
ss Social AwarenessSocial Awareness
Self Management
Self Management hip ations Rel Ma na gem ent
Emotional Intelligence
What are emotions and moods?
Self conscious emotions
Arise from internal sources (shame, guilt,
embarrassment, pride) and help regulate interpersonal relationships.
Social emotions
Arise from external sources (pity, jealousy) and refer
to individuals’ feelings based on information external to themselves.
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What are emotions and moods?
Moods
What are emotions and moods?
Copyright © 2008 John Wiley & Sons, Inc. 3-9
Emotions
“I was really angry when Prof. Nitpicker criticized my
presentation”
• Identified with a source, cause
• Tend to be brief, episodic
• Many forms and types
• Action oriented; link to behavior
• Can turn into a mood Emotions
“I was really angry when Prof. Nitpicker criticized my
presentation”
• Identified with a source, cause
• Tend to be brief, episodic
• Many forms and types
• Action oriented; link to behavior
• Hard to identify cause
• Can be long lasting
• Either positive or negative
• More cerebral; less action oriented
• Can influence emotion Moods
“Oh, I just don’t have the energy to do much today. I’ve felt down all
week.” • Hard to identify cause
• Can be long lasting
• Either positive or negative
• More cerebral; less action oriented
How do emotions and moods
influence behavior in organizations?
Emotion and mood contagion – spillover effects of one’s emotions and mood onto others.
Emotional labor – regulating one’s emotions to display those desired by the organization.
Emotional dissonance – inconsistencies between
How do emotions and moods
influence behavior in organizations?
Deep acting
Trying to modify your true inner feelings
based on display rules.
Surface acting
Hiding true feelings while displaying different
ones.
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How do emotions and moods
influence behavior in organizations?
Display rules
Informal standards that govern the degree
How do emotions and moods
influence behavior in organizations?
Positive affect
tendency to be perceptually positive
Negative affect
tend to experience negative moods in a
wide range of settings and under many different conditions
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How do emotions and moods influence
behavior in organizations?
Job Satisfaction
Job Satisfaction
Job Performance
Job Performance
Work Environment:
• Characteristics of job • Job demands
• Emotional labor requirements
Work Environment:
• Characteristics of job • Job demands
• Emotional labor requirements
Work Events: • Daily hassles
• Daily uplifts
Work Events:
• Daily hassles
• Daily uplifts
What are attitudes?
Attitude
Predisposition to respond in a positive or
negative way to someone or something in one’s environment.
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What are attitudes?
Cognitive component
Underlying beliefs, opinions, knowledge, or information a
person possesses.
Affective component
Specific feeling regarding the personal impact of the
antecedents.
What are attitudes?
Copyright © 2008 John Wiley & Sons, Inc. 3-17
What are attitudes?
Cognitive dissonance
A psychologically disturbing state of inconsistency
between an individual’s attitudes and his or her behavior.
Cognitive dissonance can be reduced by:
Changing the underlying attitude.
What are attitudes?
Job satisfaction
An attitude that reflects whether individuals feel
positively or negatively about their jobs.
Job Involvement
Degree to which individuals are dedicated to their
jobs.
Organizational Commitment
Degree of loyalty to the organization.
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What is job satisfaction and what are
its implications?
Five facets of job satisfaction:
The work itself
Quality of supervision
Relationships with co-workers
Your experience…
The Job Descriptive Index (JDI) is a
questionnaire that addresses aspects of
satisfaction with which good managers
should be concerned.
Take the sample
survey
.
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What is job satisfaction and what are
its implications?
Withdrawal effects
Dissatisfied workers are absent more frequently, are
not engaged in their work (daydreaming,
socializing, web surfing), and are more likely to quit.
Employee turnover results in costly corporate
What is job satisfaction and what are
its implications?
Organizational Citizenship
Behaviors that represent employees’
willingness to go the extra mile in their work.
Advancing organizational interests, positive attitudes and public comments.
Helping behaviors that are unsolicited (volunteering, mentoring).
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What is job satisfaction and what are
its implications?
Relationship between satisfaction and
performance – three theories:
Satisfaction causes performance.
Performance causes satisfaction.
What is job satisfaction and what are
its implications?
Theory: Satisfaction causes performance
Managerial implication — to increase
employees’ work performance, make them happy.
Job satisfaction alone is not a consistent
predictor of work performance.
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What is job satisfaction and what are
its implications?
Theory: 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.
What is job satisfaction and what are
its implications?
Theory: rewards cause both satisfaction and performance
Managerial implication — 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.
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