"I'm so happy with my new job."
Nội dung chính
- What is expressing socially desired emotions during service transaction?
- When employees express emotions in line with organizational requirements it is called?
- When an employee is expressive and emotionally attached to his job and Organisation it is called?
- Which refers to emotions the organization requires an employee to show or deems appropriate for the job?
Which of the following statements is an example of the affective component of an attitude?
"I'll stay at this job for a long time."
"My new supervisor is young."
"My new job pays well."
"I'm so happy with my new job."
Psychological empowerment
__________ is employees' beliefs in the degree to which they influence their work environments, their competencies, the meaningfulness of their jobs, and their perceived autonomy.
Perceived organizational support
Job satisfaction
Job
involvement
Psychological empowerment
Good performance
Which of the following is NOT an example of deviant behavior in the workplace?
Attempts at unionization
Good performance
Stealing at work
Substance abuse
A positive feeling about a job, resulting from an evaluation of its characteristics
Which of the following describes job satisfaction?
Employees' beliefs in the degree to which they influence their work environments, their competencies, the meaningfulness of their jobs, and their perceived autonomy
The degree to which employees believe the organization values their contributions and cares about their well-being
A positive feeling about a job, resulting from an evaluation of its characteristics
The degree to which people identify psychologically with their jobs and consider their perceived performance levels important to self-worth
directing behavior toward leaving the organization
The consequence of dissatisfaction known as the exit response is described as __________.
passively allowing conditions to worsen
directing behavior toward leaving the organization
passively but optimistically waiting for conditions to improve
actively and constructively attempting to improve conditions
increased customer satisfaction
When employees experience job satisfaction, the organization experiences __________.
more absenteeism among employees
increased deviant behavior
increased customer satisfaction
higher turnover rates
Employee engagement
__________ is an individual's involvement with, satisfaction with, and enthusiasm for the work the individual does.
Psychological empowerment
Employee engagement
Organizational commitment
Perceived organizational support
perceived organizational support
The degree to which employees believe the organization values their contributions and cares about their well-being is known as __________.
job satisfaction
psychological empowerment
job involvement
perceived organizational support
A belief in inner worth and basic competence
Which of the following describes a positive core self-evaluation?
A means of actively and constructively attempting
to improve conditions
A belief in inner worth and basic competence
A belief in the degree to which employees influence their work environments, their competencies, the meaningfulness of their jobs, and their perceived autonomy
A means of passively but optimistically waiting for conditions to improve
job satisfaction
According to one survey, employees who live in Mexico have one of the highest levels of __________.
cognitive
dissonance
compensation
attitudes
job satisfaction
passively but optimistically waiting for conditions to improve
The consequence of dissatisfaction known as the loyalty response is described as __________.
directing behavior toward leaving the organization
passively but optimistically waiting for conditions to improve
passively allowing conditions to worsen
actively and constructively attempting to improve conditions
Evaluative statements about objects, people, or events
Which of the following describes attitudes?
An individual's involvement with, satisfaction with, and enthusiasm for the work the individual does
The degree to which people identify psychologically with their jobs and consider their perceived performance levels important to self-worth
Evaluative statements about objects, people, or events
Employees' beliefs in the degree to which they influence their work environments, their competencies, the meaningfulness of their jobs, and their perceived autonomy
behavioral component
The __________ of an attitude is the intention to behave in a certain way toward someone or something.
affective component
cognitive component
cognitive dissonance
behavioral component
cognitive component
The __________ of an attitude is a description of or belief in the way things are.
cognitive component
affective component
cognitive dissonance
behavioral component
Neglect response
Which consequence of dissatisfaction is described as passively allowing conditions to worsen?
Neglect response
Exit response
Voice response
Loyalty response
a positive feeling about a job resulting from an evaluation of its characteristics
Job satisfaction is __________.
a positive feeling about a job resulting from an evaluation of its characteristics
any incompatibility an individual might perceive between two or more attitudes or between behavior and attitudes
the degree to which employees believe the organization values their contributions and cares about their well-being
the degree to which employees influence their work environments, their competencies, the meaningfulness of their jobs, and their perceived autonomy
Cognitive dissonance
__________ is any incompatibility an individual might perceive between two or more attitudes or between behavior and attitudes.
Perceived organizational support
Cognitive dissonance
Job satisfaction
Employee engagement
When an employee identifies with a particular organization and its goals and wishes to remain a member
Which of the following describes organizational commitment?
When employees believe the organization values their contributions and cares about their well-being
When employees believe they influence their work environments, their competencies, the meaningfulness of their jobs, and their perceived autonomy
When an individual perceives an incompatibility between two or more attitudes or between behavior and attitudes
When an employee identifies with a particular organization and its goals and wishes to remain a member
actively and constructively attempting to improve conditions
The consequence of dissatisfaction known as the voice response is described as __________.
passively allowing conditions to worsen
directing behavior toward leaving the organization
passively but optimistically waiting for conditions to improve
actively and constructively attempting to improve conditions
The degree to which people identify psychologically with their jobs and consider their perceived performance levels important to self-worth
Which of the following describes job involvement?
positive feeling about a job, resulting from an evaluation of its characteristics
Employees' beliefs in the degree to which they influence their work environments, their competencies, the meaningfulness of their jobs, and their perceived autonomy
The degree to which people identify psychologically with their jobs and consider their perceived performance levels important to self-worth
The degree to which employees believe the organization values their contributions and cares about their well-being
Behavior
Which of the following is one of the three primary components of attitude?
A.
Intellectual
B.
Emotion
C.
Behavior
D.
Effect
E.
Perception
how you feel about the situation
The affective component of attitude is best represented
by______________.
A.
what you say about the situation
B.
how you perceive the situation
C.
what you think about the situation
D.
how you react to the situation
E.
how you feel about the situation
Affective, behavioral, and cognitive
What are the three components of an attitude?
A.
Cognitive, belief, and affective
B.
Belief, emotion, and affective
C.
Behavioral, affective, and action
D.
Affective,
behavioral, and cognitive
E.
Feeling, belief, and action
cognitive dissonance
A discrepancy between attitude and behavior is known as _____________.
A.
behavioral preference
B.
emotional disparity
C.
cognitive dissonance
D.
rational persuasion
E.
placating behavior
Leon Festinger
Which of the following researchers found that attitudes follow behavior, rather than behavior following
attitudes?
A.
Frederick Herzberg
B.
Kurt Lewin
C.
Leon Festinger
D.
Victor Vroom
E.
Stanley Schachter
Receiving high rewards
According to Festinger, which of the following would most likely reduce the discomfort of cognitive dissonance?
A.
Focusing on other things where you have no cognitive dissonance
B.
Receiving high rewards
C.
Watching other people do the same thing
D.
Developing a
tolerance
E.
Earning low rewards
An employer reached out with additional support during a personal tragedy.
Perceived organizational support would increase for an employee under which of the following scenarios?
A.
An employer increased paid holidays by 1 day for everyone in the organization.
B.
An employer held weekly meetings.
C.
An employer decreased supervision.
D.
An employer reached out with additional support during a
personal tragedy.
E.
An employer had several healthcare provider changes in a short period of time to help save money.
China
An example of a country in which perceived organizational support is not as important because of high power distance would be _____________.
A.
the United States
B.
Canada
C.
Norway
D.
China
E.
the United Kingdom
Job satisfaction
Which of the following is
defined as a positive feeling about a job, resulting from an evaluation of its characteristics?
A.
Organizational commitment
B.
Job satisfaction
C.
Perceived organizational support
D.
Job involvement
E.
Psychological empowerment
Employee engagement
Which of the following is defined as an individual's involvement with, satisfaction with, and enthusiasm for the work he or she does?
A.
Organizational
commitment
B.
Organizational culture
C.
Job satisfaction
D.
Psychological empowerment
E.
Employee engagement
Single global rating
A single question used to measure job satisfaction would be considered which type of measurement approach?
A.
Least squares method
B.
Single global rating
C.
Qualitative
D.
Single process analysis
E.
Summation of job facets
2010
In the
years since 2006, the lowest job satisfaction ratings in the United States could be seen in which year?
A.
2009
B.
2014
C.
2012
D.
2007
E.
2010
Promotion opportunities
Based on evidence cited in the chapter, with which job aspect are people LEAST satisfied?
A.
Supervision
B.
The work itself
C.
Coworkers
D.
Promotion opportunities
E.
Pay
The United States is near the top of the list.
According to a global study of job satisfaction levels, where does the United States rank in terms of satisfied workers?
A.
The United States is number one on the list.
B.
The United States is near the bottom of the list.
C.
The United States is in the bottom third of the list.
D.
The United States is near the top of the list.
E.
The United States is at the very bottom of the list.
generosity
Global
research has indicated that employee job satisfaction is increased when managers and leaders exhibit all of the following behaviors EXCEPT____________.
A.
support
B.
attentiveness
C.
responsiveness
D.
generosity
E.
empowerment
job condition
The most important element of job satisfaction is ______________.
A.
supervision
B.
job condition
C.
time off
D.
pay
E.
social interactions
Millennials
The relationship between corporate social responsibility (CSR) and job satisfaction is particularly strong for which generation?
A.
Baby boomers
B.
Millennials
C.
Generation X
D.
Generation Next
E.
Pre-War
increased communication
All of the following are outcomes of job satisfaction EXCEPT _____________.
A.
customer satisfaction
B.
organizational citizenship behavior
C.
job
performance
D.
life satisfaction
E.
increased communication
Life satisfaction
Job satisfaction, according to research conducted in Europe, is positively associated with what?
A.
Lower need for pay
B.
Life satisfaction
C.
Supervisor satisfaction
D.
Lower affective commitment
E.
Increased communication levels
Because job satisfaction leads to more trust.
According to the text,
what is one reason that job satisfaction leads to increases in organizational citizenship behavior?
A.
Because satisfied employees do not compete over jobs.
B.
Because job satisfaction leads to more communication.
C.
Because job satisfaction leads to more trust.
D.
Because satisfied supervisors are more open to change.
E.
Because increases in job satisfaction reduce turnover.
Voice
Which type of response includes actively and
constructively attempting to improve conditions, including suggesting improvements, discussing problems with superiors, and undertaking some forms of union activity?
A.
Neglect
B.
Apathy
C.
Loyalty
D.
Exit
E.
Voice
Loyalty
Which type of response involves 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"?
A.
Exit
B.
Neglect
C.
Loyalty
D.
Voice
E.
Apathy
Voice
Which of the following is a constructive behavior that allows individuals to tolerate unpleasant situations or revive satisfactory working conditions?
A.
Voice
B.
Apathy
C.
Neglect
D.
Exit
E.
Sabotage
Weak negative relationship
Which of the following best
characterizes the relationship between job satisfaction and absenteeism?
A.
Strong positive relationship
B.
Strong negative relationship
C.
Weak negative relationship
D.
Weak positive relationship
E.
No relationship has been found
Socializing with coworkers
Which of the following is NOT an example of workplace deviance?
A.
Unionization attempts
B.
Substance abuse
C.
Tardiness
D.
Socializing with
coworkers
E.
Workplace theft
The tendency of most individuals to experience a mildly positive mood at zero input
Which of the following describes positivity offset?
The association of two events that in reality have no connection
The tendency of most individuals to experience a mildly positive mood at zero input
The hiding of inner feelings and emotional expressions in response to display rules
An intense feeling directed at
someone or something
Affective events theory
Which of the following is a model that demonstrates that employees react emotionally to things that happen to them at work and that this reaction influences their job performance and satisfaction?
Affective events theory
Emotional dissonance
Emotional intelligence
Emotion regulation
nervousness, stress, and anxiety
High negative affect is characterized by emotions such as __________.
contentedness, calmness, and serenity
boredom, depression, and fatigue
nervousness, stress, and anxiety
excitement, enthusiasm, and elation
cognitive in nature
Moods are __________.
sually accompanied by distinct facial expressions
caused by a specific event
action-oriented in nature
cognitive in nature
Emotional labor
__________ is an employee's expression of organizationally desired emotions during interpersonal transactions at work.
Emotional labor
Illusory correlation
Surface acting
Positivity offset
A less intense feeling that often arises without a specific event acting as the stimulus. Moods are less intense feelings than emotions.
Which of the following defines mood?
The hiding of inner feelings and emotional expressions in response to display rules
The association of two events that in
reality have no connection
A less intense feeling that often arises without a specific event acting as the stimulus. Moods are less intense feelings than emotions.
The mildly positive mood that individuals experience at zero input
Negative emotions
__________ may be associated with short-term deviant behavior.
Positive emotions
Emotional dissonance
Negative emotions
Emotional contagion
Emotion regulation
__________ is the act of identifying and modifying the emotions you feel
Affect intensity
Emotion regulation
Surface acting
Emotional dissonance
The disparity between the emotions people feel and the emotions they project
Which of the following describes emotional dissonance?
The hiding of inner feelings and emotional expressions in response to display rules
The tendency of most individuals to experience a mildly positive mood at zero
input
The disparity between the emotions people feel and the emotions they project
The differing intensities with which people experience the same emotions
...
Emotional contagion is __________.
the disparity between the emotions people feel and the emotions they project
the act of "catching" emotions from other people
a person's ability to perceive emotions in the self and others, understand the meaning of these emotions, and regulate
one's emotions accordingly
the act of identifying and modifying the emotions you feel
A generic term that covers a broad range of feelings people experience, including both emotions and moods
Which of the following defines affect?
The association of two events that in reality have no connection
The hiding of inner feelings and emotional expressions in response to display rules
An employee's expression of organizationally desired emotions
during interpersonal transactions at work
A generic term that covers a broad range of feelings people experience, including both emotions and moods
Deep acting
__________ is the effort of modifying true inner feelings based on display rules.
Positivity offset
Surface acting
Illusory correlation
Deep acting
Sadness
__________ is one of the six universal emotions.
Frustration
Sadness
Embarrassment
Joy
The hiding of inner feelings and emotional expressions in response to display rules
What is surface acting?
The tendency of most individuals to experience a mildly positive mood at zero input
An employee's expression of organizationally desired emotions during interpersonal transactions at work
The effort of modifying true inner feelings based on display rules
The hiding of inner feelings and emotional expressions in response to display
rules
excitement, enthusiasm, and elation
High positive affect is characterized by emotions such as __________.
nervousness, stress, and anxiety
excitement, enthusiasm, and elation
boredom, depression, and fatigue
contentedness, calmness, and serenity
more creative
Employees who have positive moods tend to be __________ than employees in bad moods.
more creative
more likely to exhibit deviant workplace
behaviors
worse at decision making
less motivated
The effort of modifying true inner feelings based on display rules
What is deep acting?
The hiding of inner feelings and emotional expressions in response to display rules
The association of two events that in reality have no connection
The tendency of most individuals to experience a mildly positive mood at zero input
The effort of modifying true inner feelings based on display rules
Emotions
Which of the following describes intense feelings directed at someone or something?
Surface acting
Illusory correlation
Positivity offset
Emotions
A person's ability to perceive emotions in the self and others, understand the meaning of these emotions, and regulate one's emotions accordingly
What is emotional intelligence (EI)?
A person's ability to perceive emotions in the self and others,
understand the meaning of these emotions, and regulate one's emotions accordingly
The act of identifying and modifying the emotions you feel
The disparity between the emotions people feel and the emotions they project
The differing intensities with which people experience the same emotions
Illusory correlation
__________ is the association of two events that in reality have no connection.
Surface acting
Negative affect
Positivity
offset
Illusory correlation
rational thinking
Research increasingly indicates that emotions are critical to __________.
rational thinking
weakness
irrational thinking
negative moods
detrimental
Historically, emotions in the workplace were thought to be _______________.
A.
constructive
B.
detrimental
C.
beneficial
D.
meaningful
E.
performance enhancing
Affect
__________________ is a generic term that covers a broad range of feelings that people experience.
A.
Mood
B.
Emotion
C.
Disposition
D.
Sentiment
E.
Affect
An intense feeling directed at someone or something.
What is an emotion?
A.
Mild feelings coupled with an experience.
B.
A less intense mood.
C.
Feelings, beliefs, and action.
D.
An intense feeling directed at someone or
something.
E.
A generic term that covers a broad range of feelings.
jealousy
The six universal emotions agreed upon by many researchers includes all of the following EXCEPT .___________.
A.
surprise
B.
disgust
C.
jealousy
D.
fear
E.
anger
emotion
Research has indicated that ___________ is critical to rational thinking.
A.
stress
B.
ethics
C.
process
D.
reasoning
E.
emotion
discern truthful information
Individuals in a negative mood are better able to _________________ than those in a positive mood.
A.
discern truthful information
B.
recognize other people's emotions
C.
gauge other people's moods
D.
think clearly
E.
process information faster
feelings; cognition
Studies suggest that moral judgments are based on ___________ rather than __________.
A.
behaviors; feelings
B.
thoughts; attitudes
C.
theoretical ethics; reality
D.
feelings; cognition
E.
impressions; facts
Affect intensity
____________ describes the varying levels of strength with which people experience the same emotion.
A.
Psychological tendency
B.
Emotional instability
C.
Personality
D.
Mood disorder
E.
Affect intensity
4 A.M.
According to the text, a study on Twitter postings indicated that mood is lowest at what time of day?
A.
7 A.M.
B.
5 P.M.
C.
10 P.M.
D.
4 A.M.
E.
7 P.M.
Appetite
According to the text, all of the following have an effect on mood EXCEPT which of the following?
A.
Exercise
B.
Sleep pattern
C.
Appetite
D.
Stress
E.
Day of the week
Illusory correlation
The fact that most people believe that weather impacts mood, despite evidence that suggests weather and mood are not connected, is an example of what?
A.
Illusory correlation
B.
Summation of discovery
C.
Vision analysis
D.
Single event analysis
E.
Relative association
emotional dissonance
The disparity that exists when an employee must project one emotion while actually feeling another is called _________________.
A.
mood
incongruence
B.
emotional dissonance
C.
burnout
D.
felt emotion
E.
deep acting
Emotional labor
_______________ is defined as an employee's expression of organizationally desired emotions during interpersonal transactions at work.
A.
Physical labor
B.
Mental labor
C.
Customer-related labor
D.
Emotional labor
E.
Transactional labor
Surface acting
Question Help
Becky
was tired of all the angry customers calling in because of power outages that were not her fault. Her supervisor reminded her that since she had a performance evaluation coming up, she needed to be sure to keep a positive tone on her calls because they were being monitored. Becky's positive attitude may be an example of what?
A.
Inadequate training
B.
Supervisory domination
C.
Emotional upheaval
D.
Attribution
E.
Surface acting
Mindfulness
What has been shown to increase our ability to shape our responses, both behavioral and emotional?
A.
Responsiveness
B.
Support
C.
Mindfulness
D.
Moods
E.
Personality
Affective events theory
Which theory demonstrates that employees react emotionally to things that happen to them at work, and this reaction influences their job performance and satisfaction?
A.
Trait theory
B.
Attribution
theory
C.
Affective events theory
D.
Behavioral modification theory
E.
Theory X
pay attention to emotion
Based on affective events theory, employees should_____________.
A.
ignore emotion
B.
seek additional counseling whenever possible
C.
pay attention to emotion
D.
display more emotions
E.
avoid all emotion
Emotional intelligence
Which term refers to a person's ability to perceive emotions in the self and others, understand the meaning of these emotions, and regulate one's emotions accordingly?
A.
Emotional monitoring
B.
Emotional intelligence
C.
Emotional control
D.
Emotional perception
E.
Emotional understanding
Somewhat correlated
Emotional intelligence and job performance are ________________.
A.
opposites
B.
on the same spectrum
C.
Somewhat
correlated
D.
not correlated
E.
highly correlated
identifying and modifying the emotions that you feel
Emotion regulation is best described as _____________________.
A.
analyzing the emotions of others
B.
prohibiting emotional outbursts in the workplace
C.
identifying and modifying the emotions that you feel
D.
using the brain to reset emotions while sleeping
E.
subconsciously keeping people grounded and reducing
instances of extreme emotion
emotion regulation
Jose was completely frustrated at work today because something he said to a coworker was taken completely out of context. In fact, before he could go into his supervisor's office he had to take a minute to calm himself down. This is an example of _________________.
A.
burnout
B.
negative trait tendency
C.
causation
D.
positive trait tendency
E.
emotion regulation
Sales
High-scoring emotional intelligence employees outperform low-scoring emotional intelligence employees in which of the following tasks?
A.
Sales
B.
IT programming
C.
Project management
D.
Finance
E.
Accounting
Positive emotions enhance problem-solving skills.
Which of the following is true regarding emotions and decision making?
A.
Positive emotions enhance problem-solving
skills.
B.
Negative emotions enhance problem-solving skills.
C.
Depressed people make less accurate judgments.
D.
Positive emotions detract from problem-solving skills.
E.
Depressed people process information faster.
sharing positive emotions
Antoinette was a new supervisor at work and wanted to try and be the best inspirational leader that she could be. Toward that end, Antoinette should focus on ________________.
A.
reducing
workload
B.
sharing positive emotions
C.
having lots of meetings
D.
creating additional rules so everyone knows what to do
E.
creating a policy manual
reciprocal
The relationship between moods and job attitudes is _____________.
A.
retaliatory
B.
reciprocal
C.
symbiotic
D.
inversely related
E.
non-existent
What is expressing socially desired emotions during service transaction?
Emotional labor is generally defined as the act of expressing organizationally desired emotion during the service transactions, and is caused by the difference between the actual emotional state experienced by the employee and the emotional expression required by the organization's emotional expression norms for ...
When employees express emotions in line with organizational requirements it is called?
By definition (Hochschild, 1983, The Managed Heart), emotional labor refers to regulating or managing emotional expressions with others as part of one's professional work role.
When an employee is expressive and emotionally attached to his job and Organisation it is called?
Employee Engagement refers to the emotional attachment an employee has with the organization.
Which refers to emotions the organization requires an employee to show or deems appropriate for the job?
Emotional labor is the process of managing feelings and expressions to fulfill the emotional requirements of a job. More specifically, workers are expected to regulate their emotions during interactions with customers, co-workers and managers.