Chapter 3
Emotions, Attitudes,
and Job Satisfaction
It’s not only how people
think but how they feel
Chapter 3 Study Questions
• What are foundations of emotions and
moods?
• What are organizational and cultural
exemplars of emotions and moods?
• What are attitudes?
• What is job satisfaction and how is it related
to performance?
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Figure 3.1
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What are foundations of
emotions and moods?
• Affects
– generic term that covers a broad range of
feelings that individuals express
• Emotions
– intense feelings that are directed at someone or
something
• Moods
– less intense and frequently lack a contextual
stimulus
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What are foundations of
emotions and moods?
Major emotions
• Anger
• Fear
• Joy
• Love
• Sadness
• Surprise
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What are foundations of
emotions and moods?
• Self conscious emotions
– help individuals stay aware of and regulate their
relationships with others
• Social emotions
– refer to individuals’ feelings based on
information external to themselves
– includes pity, envy, and jealousy
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What are foundations of
emotions and moods?
• Positive affectivity
– tendency to be perceptually positive
• Negative affectivity
– tend to experience negative moods in a wide
range of settings and under many different
conditions
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Figure 3.2
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What are organizational and cultural
exemplars of emotions and moods?
• Emotional dissonance
– inconsistencies between emotions we feel and
emotions we project
• Emotional labor
– a situation where a person displays
organizationally desired emotions during
interpersonal transactions at work
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What are organizational and cultural
exemplars of emotions and moods?
• Deep acting
– trying to modify your true inner feelings based
on display rules
• Surface acting
– hiding your inner feelings and forgoing
emotional expressions as a response to display
rules
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What are organizational and cultural
exemplars of emotions and moods?
• Emotional intelligence (EI)
– one’s ability to detect and manage emotional
cues and information
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What are organizational and cultural
exemplars of emotions and moods?
Emotional intelligence includes:
• Appraisal and expression of emotions in
yourself
• Appraisal and recognition of emotions in
others
• Regulation of emotions in yourself
• Use of emotions to facilitate performance
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What are organizational and cultural
exemplars of emotions and moods?
OB applications
• Leadership
• Motivation
• Customer service
• Gender differences
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What are organizational and cultural
exemplars of emotions and moods?
Emotions and culture
• Display rules
– informal standards that govern the degree to
which it is appropriate for people from different
cultures to display their emotions similarly
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What are attitudes?
• Attitude
– predisposition to respond in a positive or
negative way to someone or something in one’s
environment
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Figure 3.3
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What are attitudes?
• Cognitive component
– reflects the beliefs, opinions, knowledge, or
information a person possesses
• Beliefs
– represent ideas about someone or something
and the conclusions people draw about them
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What are attitudes?
• Affective component
– specific feeling regarding the personal impact
of the antecedents
• Behavioral component
– intention to behave in a certain way based on
your specific feelings or attitudes
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What are attitudes?
• Cognitive dissonance
– Describes a state of inconsistency between an
individual’s attitudes and his or her behavior
• Cognitive dissonance can be reduced
by:
– Changing the underlying attitude
– Changing future behavior
– Developing new ways of explaining or
rationalizing the inconsistency
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What is job satisfaction and how
is it related to performance?
• Job satisfaction
– The degree to which individuals feel positively
or negatively about their jobs
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What is job satisfaction and how
is it related to performance?
Five facets of job satisfaction:
• The work itself
• Quality of supervision
• Relationships with co-workers
• Promotion opportunities
• Pay
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What is job satisfaction and how
is it related to performance?
• Argument: satisfaction causes performance
– Managerial implication — to increase
employees’ work performance, make them
happy
– Job satisfaction alone is not a consistent
predictor of work performance
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What is job satisfaction and how
is it related to performance?
• Argument: performance causes satisfaction
– Managerial implication — help people achieve
high performance, then satisfaction will follow
– Performance in a given time period is related to
satisfaction in a later time period
– Rewards link performance with later
satisfaction
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What is job satisfaction and how
is it related to performance?
• Argument: rewards cause both satisfaction
and performance
– Managerial implications.
• Proper allocation of rewards can positively influence
both satisfaction and performance
• High job satisfaction and performance-contingent
rewards influence a person’s work performance
• Size and value of the reward should vary in
proportion to the level of one’s performance
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