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Concepts and Terms [ BUSI 240 - Document Seven]
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Concepts and Terms
BUSI 240
Document Seven
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Concepts and Terms [ BUSI 240 - Document Seven]
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Emotional Dissonance
the psychological tension experienced when the emotions people are required to display are quite
different from the emotions they are actually experiencing
Emotional Intelligence (EI)
a set of abilities to perceive and express emotion, assimilate emotion in thought, understand and
reason with emotion, and regulate emotion in oneself and others
Emotional Labor
the effort, planning, and control needed to express organizationally desired emotions during
interpersonal transactions
Emotions
physiological, behavioral, and psychological episodes experienced toward an object, person, or
event that create a state of readiness
Exit Voice Loyalty Neglect (EVLN) Model
the four ways, as indicated in the name, that employees respond to job dissatisfaction
General Adaptation Syndrome
a model of the stress experience, consisting of three stages alarm reaction, resistance, and
exhaustion
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Concepts and Terms [ BUSI 240 - Document Seven]
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Job Satisfaction
a person's evaluation of his or her's job and work context
Psychological Harassment
repeated and hostile or unwanted conduct, verbal comments, actions, or gestures that affect an
employees dignity, psychological, or physical integrity and that result in a harmful work
environment for the employee
Service Profit Chain Model
a theory explaining how employee's job satisfaction influences company profitability indirectly
through service quality, customer loyalty, and related factors
Stress
an adaptive response to a situation that is perceived as challenging or threatening to the person's
well being
Stressors
any environmental conditions that place a physical or emotional demand on the person
Trust
positive expectations one person has toward another person in situations involving risk
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Concepts and Terms [ BUSI 240 - Document Seven]
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Distributive Justice
perceived fairness in the individual’s ratio of outcomes to contributions relative to a comparison
of other's ratio of outcomes to contributions
Drives
hardwired characteristics of the brain that correct deficiencies or maintain an internal equilibrium
by producing emotions to energize individuals
Employee Engagement
individual emotional and cognitive motivations, particularly a focused, intense, persistent, and
purposive effort toward work-related goals
Equity Theory
a theory explaining how people develop perceptions of fairness in the distribution and exchange
of resources
Expectancy Theory
a motivation theory based on the idea that work effort is directed toward behaviors that people
believe will lead to desired outcomes
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Four-Drive Theory
a motivation theory based on the innate drive to acquire, bond, learn, and defend that
incorporates both emotions and rationality
Goal Setting
the process of motivating employees and clarifying their role perceptions by establishing
performance objectives
Maslow's Need Hierarchy Theory
a motivation theory of needs arranged a hierarchy, whereby people are motivated to fulfill a
higher need as a lower one becomes gratified
Motivation
the forces within a person that affect his or her direction, intensity, and persistence of voluntary
behavior
Need for Achievement (nAch)
a learned need in which people want to accomplish reasonably challenging goals and desires
unambiguous feedback and recognition for success
