Organizational Behavior

Chapter Summary

1. The ABC model of an attitude contends that an improved by providing employees with opportuni— attitude has three components: affect, behavioral ties for participation in decision making. intentions, and cognition. Cognitive dissonance is 5. the tension produced by a conflict between attitudes and behavior.

A manager’s ability to persuade employees to change their attitudes depends on characteristics of the manager (expertise, trustworthiness, and attractive-

2. Attitudes are formed through direct experience and ness); the employees (self-esteem, original attitude, social learning. Direct experience creates strong and mood); the message (one-sided versus two— attitudes because the attitudes are easily accessed sided); and the route (central versus peripheral). and active in cognitive processes. 6. Emotions can strongly affect an individual’s

behavior at work.3. Attitude-behavior correspondence depends on attitude specificity, attitude relevance, timing 7. Instrumental values reflect the means to achieving of measurement, personality factors, and social goals; terminal values represent the goals to be constraints. achieved.

4. Two important work attitudes are job satisfaction 8. Ethical behavior is influenced by the individual’s and organizational commitment. Cultural differ- value system, locus of control, Machiavellia-nism, ences affect both of these attitudes, and both can be and cognitive moral development.

Key Terms

affect (p. 122) emotional labor (p. 136) affective commitment (p. 130) ethical behavior (p. 137) attitude (p. 122) instrumental values (p. 141) cognitive dissonance (p. 125) job satisfaction (p. 126) cognitive moral development (p. 144) Machiavellianism (p. 144) continuance commitment (p. 131) mood (p. 134) emotions (p. 134) emotional contagion (p. 135)

organizational citizenship behavior (p. 128)

organizational commitment (p. 130) social learning (p. 123) terminal values (p. 141) values (p. 140)

normative commitment (p. 131) workplace deviance behavior (p. 130)

Review Questions

1. How are attitudes formed? Which source is stronger?

5. Define values. Distinguish between instrumental val— ues and terminal values. Are these values generally stable, or do they change over time?2. Discuss cultural differences in job satisfaction

and organizational commitment. 6. What is the relationship between values and ethics? 3. What are the major influences on attitude—behavior 7. How does locus of control affect ethical behavior?

correspondence? Why do some lindiVidualS seem 8. What is Machiavellianism, and how does it relate to to exhibit behavior that is inconsistent with their ethical behavior? attitudes? 9. Describe the stages of cognitive moral development.

4. What should managers know about the emotions How does this concept affect ethical behavior in at work? organizations?

148 PART 2 INDlVlDUAL PROCESSES AND BEHAVIOR

Don't answer the chapter summary questions

Choice any 7 Key terms and explain every each key that you Choice with 3 senteses

answer all each Review Question

Discussion and Communication Questions

1. What jobs do you consider to be most satisfying? you. Each supervisor manages a team of seven Why? customer service representatives. One of your su-

2. How can managers increase their employees’ job PerViSOFS, Linda: has complained that J06, one Of her employees, has “an attitude problem.” She has requested that joe be transferred to another team. Write a memo to Linda explaining your position on this problem and what should be done.

satisfaction?

3. Suppose you have an employee whose lack of com— mitment is affecting others in the work group. How would you go about persuading the person to change this attitude? 8. (communication question) Select a company that

you admire for its values. Use the resources of your library to answer two questions. First, what are the company’s values? Second, how do employees enact these values? Prepare an oral presentation to present in class.

4. In Rokeach’s studies on values, the most recent data are from 1981. Do you think values have changed since then? If so, how?

5. What are the most important influences on an indi— vidual’s perceptions of ethical behavior? Can organi— zations change these perceptions? If so, how? 9. (communication question) Think of a time when you

have experienced cognitive dissonance. Analyze your experience in terms of the attitude and behavior in- volved. What did you do to resolve the cognitive dis—

7- (communication question) Suppose YOU are a man- sonance? What other actions could you have taken? ager in a customer service organization. Your group Write a brief description of your experience and includes seven supervisors who report directly to your responses to the questions.

6. How can managers encourage organizational citizenship?

Choice any 3 questions and explain every each question that you Choice with 3 senteses