2 ways to measure job satisfaction - Answer- single global rating
summation score method
single global rating - Answer- 'all things considered, how satisfied are you with your
job?', rate it on scale from 1-5
summation score method (job facets approach) - Answer- identifies key elemnets in a
job and rate each element on a standardised scale and then combine to create overall
job satisfaction score
outcomes of job satisfaction - Answer- productive
greater influence
org citizenship behaviours
customer satisfaction
life satisfaction
4 responses to dissatisfaction - Answer- exit
voice: attempt to improve
loyalty: optimistically, passively wait for improvement
neglect: passively allow to worsen
, affect, emotion, mood - Answer- affect: generic, broad range
emotions: intense, discrete
moods: longer less intense
ekman's big 6 universal emotions - Answer- Anger
Fear
Sadness
Happiness
Disgust
Surprise
define moral emotions - Answer- emotions that have moral implications because of our
instant judgement of the situation that evokes them
sources of emotions and moods - Answer- personality, time of day, day of the week,
weather, stress, social activities, sleep, exercise, age, gender
define emotional labour - Answer- situation when an employees expression of
organisationally desired emotions during interpersonal transactions at work
define emotional dissonance - Answer- inconsistencies between the emotions people
feel and the emotions they project
to analyse emotiona labour, divide emotions into - Answer- felt and displayed
define surface acting - Answer- hiding feelings and emotional expressions in response
to display rules
define deep acting - Answer- trying to modify your true feelings on display rules
benefits of deep acting - Answer- job satisfaction, performance and better customer
treatment, more genuine --> genuine responses
define emotional intelligence - Answer- ability to
Perceive emotions in yourself and others
Understand the meaning of these emotions
AND
Regulate your own emotions accordingly
3 elements of emotional intelligence - Answer- 1. appraisal and expression of emotion in
the self: aware of mood and thoughts about mood
2. appraisal and recognition of emotion in others: linked to empathy
3. regulation of emotions in self and others
what purpose do emotions serve - Answer- intrapersonal
interpersonal
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