on ATTITUDES and on ATTITUDES and JOB SATISFACTIONJOB SATISFACTION

AN INTRODUCTION TOAN INTRODUCTION TOORGANIZATIONAL BEHAVIORORGANIZATIONAL BEHAVIOR

By: Stephen Robbins & By: Stephen Robbins & Timothy JudgeTimothy Judge

Prepared by:Prepared by:GREGAR DONAVEN E. VALDEHUEZA, MBAGREGAR DONAVEN E. VALDEHUEZA, MBA

Lourdes College InstructorLourdes College Instructor

Learning Objectives:Learning Objectives:

Contrast the three components of an attitudeContrast the three components of an attitude Identify the role consistency plays in attitudesIdentify the role consistency plays in attitudes Summarize the relationship between attitudes Summarize the relationship between attitudes

and behaviorand behavior Discuss similarities and differences between Discuss similarities and differences between

job satisfaction and the other job attitudes job satisfaction and the other job attitudes discusseddiscussed

Summarize the main causes of job Summarize the main causes of job satisfactionsatisfaction

Identify four employee responses to Identify four employee responses to dissatisfactiondissatisfaction

ATTITUDESATTITUDES

- evaluative statements (either evaluative statements (either favorable or unfavorable) concerning favorable or unfavorable) concerning objects, people, or events.objects, people, or events.

- reflect how one feels about reflect how one feels about something.something.

ex:ex: “I like my job.” “I like my job.”

Six questions that will help understand attitude:Six questions that will help understand attitude:

What are the main components of attitudes?What are the main components of attitudes? How consistent are attitudes?How consistent are attitudes? Does behavior always follow after attitudes?Does behavior always follow after attitudes? What are the major job attitudes?What are the major job attitudes? How are employee attitudes measured?How are employee attitudes measured? What is the importance of attitudes to workplace What is the importance of attitudes to workplace

diversity?diversity?

the components of attitudesthe components of attitudesCognitive = evaluationMy superior gave a promotion to a coworker who deserved it less than me. My supervisor is unfair.

Affective = feelingI dislike my supervisor!

Behavioral = actionI’m looking for other work; I’ve complained about my supervisor to anyone who would listen.

Negative attitude toward

supervisor

Cognitive componentCognitive component of an attitude of an attitude• The opinion or belief segment of an The opinion or belief segment of an

attitudeattitude

Affective componentAffective component of an attitude of an attitude• The emotional or feeling segment of an The emotional or feeling segment of an

attitudeattitude

Behavioral componentBehavioral component of an attitude of an attitude• An intention to behave in a certain way An intention to behave in a certain way

toward someone or somethingtoward someone or something

Six questions that will help understand attitude:Six questions that will help understand attitude:

What are the main components of attitudes?What are the main components of attitudes? How consistent are attitudes?How consistent are attitudes? Does behavior always follow after attitudes?Does behavior always follow after attitudes? What are the major job attitudes?What are the major job attitudes? How are employee attitudes measured?How are employee attitudes measured? What is the importance of attitudes to workplace What is the importance of attitudes to workplace

diversity?diversity?

Research has generally concluded that people seek Research has generally concluded that people seek consistency among their attitudes and between their consistency among their attitudes and between their attitudes and their behavior.attitudes and their behavior.

This means that individuals seek to reconcile This means that individuals seek to reconcile divergent attitudes and align their attitudes and divergent attitudes and align their attitudes and behavior so they appear rational and consistent.behavior so they appear rational and consistent.

ex:ex: a certain college girl believes that sororities a certain college girl believes that sororities are good and that pledging a sorority is important. If are good and that pledging a sorority is important. If she fails to make a sorority, however, she may say, she fails to make a sorority, however, she may say, “I recognized that sorority life isn’t all good anyway.”“I recognized that sorority life isn’t all good anyway.”

When there is inconsistency, forces are initiated to When there is inconsistency, forces are initiated to return the individual to an equilibrium state in which return the individual to an equilibrium state in which attitudes and behavior are again consistent. This can attitudes and behavior are again consistent. This can be done by altering either the attitudes or the be done by altering either the attitudes or the behavior, or by developing a rationalization for the behavior, or by developing a rationalization for the discrepancy.discrepancy.

Cognitive DissonanceCognitive Dissonance (Leon Festinger) (Leon Festinger)• Any incompatibility between two or more Any incompatibility between two or more

attitudes or between behavior and attitudes.attitudes or between behavior and attitudes.

Determinants in coping dissonance Determinants in coping dissonance proposed by Festinger:proposed by Festinger:1.1. ImportanceImportance of the elements creating the of the elements creating the

dissonance.dissonance.2.2. InfluenceInfluence the individual believes he/she has the individual believes he/she has

over the elements.over the elements.3.3. RewardsRewards that may be involved in that may be involved in

dissonance.dissonance.

Six questions that will help understand attitude:Six questions that will help understand attitude:

What are the main components of attitudes?What are the main components of attitudes? How consistent are attitudes?How consistent are attitudes? Does behavior always follow after attitudes?Does behavior always follow after attitudes? What are the major job attitudes?What are the major job attitudes? How are employee attitudes measured?How are employee attitudes measured? What is the importance of attitudes to workplace What is the importance of attitudes to workplace

diversity?diversity?

Early research on attitudes Early research on attitudes assumed that they were assumed that they were causally related to causally related to behavior; that is, the behavior; that is, the attitudes that people hold attitudes that people hold determine what they do.determine what they do.

However, in the late 1960s, this However, in the late 1960s, this assumed relationship between assumed relationship between attitudes and behavior was attitudes and behavior was challenged by a review of the challenged by a review of the research. Based on an research. Based on an evaluation of a number of evaluation of a number of studies that investigated the studies that investigated the attitude-behavior relationship, attitude-behavior relationship, the reviewer concluded that the reviewer concluded that attitudes were unrelated to attitudes were unrelated to behavior or, at best, only slightly behavior or, at best, only slightly related.related.

More recent research has More recent research has demonstrated that attitudes demonstrated that attitudes significantly predict future significantly predict future behavior and confirmed behavior and confirmed Festinger’s original belief that Festinger’s original belief that the relationship can be the relationship can be enhanced by taking enhanced by taking moderating variablesmoderating variables into into account.account.

The most powerful moderators of the The most powerful moderators of the attitude-behavior relationship have attitude-behavior relationship have been found to be:been found to be:

ImportanceImportance of the attitude (fundamental of the attitude (fundamental values, self-interest, identification with the values, self-interest, identification with the individuals/groups that a person values)individuals/groups that a person values)

Its Its specificityspecificity Its Its accessibilityaccessibility

whether there exist:whether there exist: Social pressuresSocial pressures Direct experienceDirect experience

moderating variablesmoderating variables

self-perception theoryself-perception theory

Self-perception argues that attitudes are Self-perception argues that attitudes are used after the fact to make sense out of used after the fact to make sense out of an action that has already occurred rather an action that has already occurred rather than as devices that precede and guide than as devices that precede and guide action.action.

- attitudes are used after the fact to - attitudes are used after the fact to make sense out of an action that has make sense out of an action that has already occurred.already occurred.

Six questions that will help understand attitude:Six questions that will help understand attitude:

What are the main components of attitudes?What are the main components of attitudes? How consistent are attitudes?How consistent are attitudes? Does behavior always follow after attitudes?Does behavior always follow after attitudes? What are the major job attitudes?What are the major job attitudes? How are employee attitudes measured?How are employee attitudes measured? What is the importance of attitudes to workplace What is the importance of attitudes to workplace

diversity?diversity?

1.1. Job satisfactionJob satisfactionA positive feeling about one’s job resulting A positive feeling about one’s job resulting

from an evaluation of its characteristics.from an evaluation of its characteristics.

1.1. Job involvementJob involvementThe degree to which a person identifies with The degree to which a person identifies with

a job, actively participates in it, and a job, actively participates in it, and considers performance important to self-considers performance important to self-worth.worth.

Closely related concept is Closely related concept is psychological psychological empowermentempowerment which is employees’ belief which is employees’ belief in the degree to which they impact their in the degree to which they impact their work environment, their competence, the work environment, their competence, the meaningfulness of their job, and the meaningfulness of their job, and the perceived autonomy in their work.perceived autonomy in their work.

3.3. Organizational commitmentOrganizational commitmentThe degree to which an employee identifies The degree to which an employee identifies

with a particular organization and its with a particular organization and its goals and wishes to maintain goals and wishes to maintain membership in the organization.membership in the organization.

Three separate dimensions:Three separate dimensions: Affective commitmentAffective commitment – an emotional – an emotional

attachment to the organization and a belief attachment to the organization and a belief in its values.in its values.

Continuance commitmentContinuance commitment – the perceived – the perceived economic value of remaining with an economic value of remaining with an organization compared to leaving it.organization compared to leaving it.

Normative commitmentNormative commitment – an obligation to – an obligation to remain with the organization for moral or remain with the organization for moral or ethical reasons.ethical reasons.

Other job attitudes:Other job attitudes:

1.1. Perceived Organizational Support Perceived Organizational Support (POS)(POS) – the degree to which employees – the degree to which employees believe the organization values their believe the organization values their contribution and cares about their well-contribution and cares about their well-being.being.

2.2. Employee engagementEmployee engagement – an individual’s – an individual’s involvement with, satisfaction with, and involvement with, satisfaction with, and enthusiasm for the work they do.enthusiasm for the work they do.

Six questions that will help understand attitude:Six questions that will help understand attitude:

What are the main components of attitudes?What are the main components of attitudes? How consistent are attitudes?How consistent are attitudes? Does behavior always follow after attitudes?Does behavior always follow after attitudes? What are the major job attitudes?What are the major job attitudes? How are employee attitudes measured?How are employee attitudes measured? What is the importance of attitudes to workplace What is the importance of attitudes to workplace

diversity?diversity?

attitude surveysattitude surveys

- Eliciting responses from employees Eliciting responses from employees through questionnaires on how they through questionnaires on how they feel about their jobs, work groups, feel about their jobs, work groups, supervisors, and the organization.supervisors, and the organization.

employee behaviors are based on perceptions, employee behaviors are based on perceptions, not reality.not reality.

Six questions that will help understand attitude:Six questions that will help understand attitude:

What are the main components of attitudes?What are the main components of attitudes? How consistent are attitudes?How consistent are attitudes? Does behavior always follow after attitudes?Does behavior always follow after attitudes? What are the major job attitudes?What are the major job attitudes? How are employee attitudes measured?How are employee attitudes measured? What is the importance of attitudes to workplace What is the importance of attitudes to workplace

diversity?diversity?

Diversity ProgramsDiversity Programs• Almost all include a self-evaluation Almost all include a self-evaluation

phasephase• People are pressed to examine themselves and People are pressed to examine themselves and

to confront ethic and cultural stereotypes they to confront ethic and cultural stereotypes they might hold.might hold.

• Participants typically take part in group Participants typically take part in group discussions or panels with discussions or panels with representatives from diverse groupsrepresentatives from diverse groups

• Arranging for people to do volunteer Arranging for people to do volunteer work in community or social service work in community or social service centerscenters

• In order to meet face to face with individuals In order to meet face to face with individuals and groups from diverse backgrounds and and groups from diverse backgrounds and using exercises that let participants feel what using exercises that let participants feel what it’s like to be different.it’s like to be different.

JOB SATISFACTIONJOB SATISFACTION

A positive feeling about one’s job A positive feeling about one’s job resulting from an evaluation of its resulting from an evaluation of its characteristics.characteristics.

measuring job satisfactionmeasuring job satisfaction

a person’s job is more than just the a person’s job is more than just the obvious activities of shuffling papers, obvious activities of shuffling papers, writing programming code, waiting on writing programming code, waiting on customers, or driving a truck. Jobs customers, or driving a truck. Jobs require interaction with coworkers and require interaction with coworkers and bosses, following organizational rules and bosses, following organizational rules and policies, meeting performance standards, policies, meeting performance standards, living with working conditions that are living with working conditions that are often less than ideal, and the like.often less than ideal, and the like.

Single global ratingSingle global rating Is a method nothing more than asking Is a method nothing more than asking

individuals to respond to one question, such individuals to respond to one question, such as “All things considered, how satisfied are as “All things considered, how satisfied are you with your job?”you with your job?”

Summation of job facetsSummation of job facets More sophisticated method. It identifies key More sophisticated method. It identifies key

elements in a job and asks for the elements in a job and asks for the employee’s feelings about each. Typical employee’s feelings about each. Typical factors that would be included are the factors that would be included are the nature of the work, supervision, present nature of the work, supervision, present pay, promotion opportunities, and relations pay, promotion opportunities, and relations with coworkers. with coworkers.

how satisfied are people in their jobs?how satisfied are people in their jobs?

people are on average satisfied with people are on average satisfied with their jobs overall, with the work their jobs overall, with the work itself, and with their supervisors and itself, and with their supervisors and coworkers. However, they tend to coworkers. However, they tend to be less satisfied with their pay and be less satisfied with their pay and with promotion opportunities.with promotion opportunities.

what causes job satisfaction?what causes job satisfaction?

the major job satisfaction facets (work the major job satisfaction facets (work itself, pay, advancement opportunities, itself, pay, advancement opportunities, supervision, coworkers), supervision, coworkers), enjoying the enjoying the work itselfwork itself is almost always the facet most is almost always the facet most strongly correlated with high levels of strongly correlated with high levels of overall job satisfaction.overall job satisfaction.

how about personality?how about personality?

personality plays a role. Research has shown personality plays a role. Research has shown that people who have a negative personality are that people who have a negative personality are usually less satisfied with their jobs.usually less satisfied with their jobs.

how about pay? how about pay? people who are poor or who live in poor people who are poor or who live in poor

countries, pay does correlate with job satisfaction countries, pay does correlate with job satisfaction and with overall happiness. But once an and with overall happiness. But once an individual reaches a level of comfortable living, individual reaches a level of comfortable living, the relationship virtually disappears.the relationship virtually disappears.

What motivates us is not necessarily the same as what What motivates us is not necessarily the same as what makes us happy.makes us happy.

the impact of dissatisfied and satisfied the impact of dissatisfied and satisfied employees on the workplaceemployees on the workplace

ExitExit Dissatisfaction expressed through behavior directed Dissatisfaction expressed through behavior directed

toward leaving the organization.toward leaving the organization. VoiceVoice

Dissatisfaction expressed through active and Dissatisfaction expressed through active and constructive attempts to improve conditions.constructive attempts to improve conditions.

LoyaltyLoyalty Dissatisfaction expressed by passively waiting for Dissatisfaction expressed by passively waiting for

conditions to improve.conditions to improve. NeglectNeglect

Dissatisfaction expressed through allowing conditions Dissatisfaction expressed through allowing conditions to worsen.to worsen.

ExitExit and and neglectneglect behaviors encompass our behaviors encompass our performance variables (productivity, performance variables (productivity, absenteeism, and turnover).absenteeism, and turnover).

VoiceVoice and and loyaltyloyalty are constructive are constructive behaviors that allow individuals to tolerate behaviors that allow individuals to tolerate unpleasant situations or to revive unpleasant situations or to revive satisfactory working conditions.satisfactory working conditions.

responses to job dissatisfactionresponses to job dissatisfaction

NEGLECT LOYALTY

EXIT VOICE

Destructive Constructive

Passive

Active

job job satisfactionsatisfaction & job performance & job performanceWhen satisfaction and productivity data are When satisfaction and productivity data are gathered for the organization as a whole, we find gathered for the organization as a whole, we find that organizations with more satisfied employees that organizations with more satisfied employees tend to be more effective than organizations with tend to be more effective than organizations with fewer satisfied employees.fewer satisfied employees.

job satisfaction & job satisfaction & organizationalorganizational citizenshipcitizenship behavior (OCB) behavior (OCB)

Satisfied employees would seem more likely to Satisfied employees would seem more likely to talk positively about the organization, help talk positively about the organization, help others, and go beyond the normal expectations others, and go beyond the normal expectations in their job. More recent evidence however, in their job. More recent evidence however, suggests that satisfaction influences OCB, but suggests that satisfaction influences OCB, but through perceptions of fairness.through perceptions of fairness.

job satisfaction & customer satisfactionjob satisfaction & customer satisfaction

• The evidence indicates that satisfied The evidence indicates that satisfied employees increase customer satisfaction and employees increase customer satisfaction and loyalty.loyalty.

• Dissatisfied customers can increase an Dissatisfied customers can increase an employee’s job dissatisfaction.employee’s job dissatisfaction.

job satisfaction & absenteeismjob satisfaction & absenteeism

A consistent negative relationship between A consistent negative relationship between satisfaction and absenteeism, but the correlation satisfaction and absenteeism, but the correlation is moderate to weak.is moderate to weak.

job satisfaction & turnoverjob satisfaction & turnoverSatisfaction is also negatively related to turnover, but the Satisfaction is also negatively related to turnover, but the correlation is stronger than what we found for correlation is stronger than what we found for absenteeism. Evidence indicates that an important absenteeism. Evidence indicates that an important moderator of the satisfaction-turnover relationship is the moderator of the satisfaction-turnover relationship is the employee’s level of performance. Level of satisfaction is employee’s level of performance. Level of satisfaction is less important in predicting turnover for superior less important in predicting turnover for superior performers.performers.

job satisfaction & workplace deviancejob satisfaction & workplace deviance• Job dissatisfaction predicts a lot of specific behaviors, Job dissatisfaction predicts a lot of specific behaviors,

including unionization attempts, substance abuse, including unionization attempts, substance abuse, stealing at work, undue socializing, and tardiness.stealing at work, undue socializing, and tardiness.

• If employers want to control the undesirable If employers want to control the undesirable consequences of job dissatisfaction, they had best consequences of job dissatisfaction, they had best attack the source of the problem – dissatisfaction – attack the source of the problem – dissatisfaction – rather than trying to control the different responses.rather than trying to control the different responses.

- THE ENDTHE END - -

any clarificationsany clarifications??