Challenges and Opportunities for Ob

ORB PQ Chapter 3 : Attitudes and Job Satisfaction

1. Which of the following answer choices is the best definition of attitude? a. Attitudes indicate how one will react to a given event. b. Attitudes are the yardstick by which one measures one’s actions. c. Attitudes are the emotional part of an evaluation of some person, object or event. d. Attitudes are evaluative statements concerning objects, people or events e. Attitudes are a measure of how the worth of an object, person or event is evaluated.

2. The belief that “violence is wrong” is a evaluative statement. Such an opinion constitutes the component of an attitude. . cognitive b. affective c. reflective d. behavioral e. reactive

3. The _____ component of an attitude is the emotional or feeling component of that attitude. a. affective b. cognitive c. behavioral d. evaluative e. reaffective

4. The following are possible actions that an individual may take if they behave in a way that is inconsistent with an attitude that they hold: I: change the behavior II: change the attitude III: rationalize the behavior IV: ignore the inconstancy Which of these actions are the most likely to be taken? a. Either I, or II b. Either III or IV c. One of I, II or III . One of I, III or IV e. One of II, III or IV

5. Any incompatibility between two or more attitudes or between behavior and attitudes results in _____. a. organizational dissonance b. cognitive dissonance c. attitudinal clarification d. values clarification e. affective reactance

6. The theory of cognitive dissonance was proposed by ______________. a. Maslow b. Festinger c. Hofstede d. Skinner e. Pavlov

7. “Dissonance” means ______________. a. reactance b. constance c. resistance d. consistency e. inconsistency

8. According to Festinger, people will seek a(an) ________________________. a. ariable state with variable dissonance b. stable state with maximal dissonance c. unstable state with maximal dissonance d. unstable state with minimal dissonance e. stable state with minimal dissonance

9. Festinger proposed that the desire to reduce dissonance is determined by three factors including the_________________. a. values of the elements creating the dissonance b. degree of influence the individual believes he or she has over the elements c. degree of positive affect the person has toward the behavior d. fact that values and attitudes will vary over the short term e. wareness that dissonance exists

10. The primary organizational implication of cognitive dissonance theory is that it helps to predict _____. a. overall job satisfaction for employees b. the likelihood of a given employee engaging in impression management c. the overall level to which the workforce will accept gender, racial or other types of bias d. the willingness of the workforce to accept company rules and work practices e. the propensity to engage in attitude and behavioral change of the workforce

11. Which of the following is not a moderating variable of the A-B relationship? . direct experience b. consistency c. specificity d. accessibility e. importance

12. The theory that attitudes are used, after the fact, to make sense out of action that has already occurred is best explained by ______________. a. cognitive dissonance b. escalation of commitment c. self perception theory d. uncertainty avoidance e. organizational commitment

13. The E. M. Foster quote, “How can I know what I think ‘til I see what I say? ” reflects the notions captured by ______________ theory. a. cognitive dissonance b. escalation of commitment c. self perception d. ncertainty avoidance e. social affirmation

14. The degree to which a person identifies with his or her job, actively participates in it, and considers his or her performance as being important to self-worth is _________________. a. job satisfaction b. job involvement c. job stability d. organizational commitment e. social embeddedness

15. ________________ can be defined as a positive feeling about one’s job resulting from an evaluation of its characteristics. a. Job satisfaction b. Job involvement c. Job stability d. Organizational commitment e. Social investment

16.In her work in the publishing industry, Vera seeks out new authors who she considers promising. In the past two years she has found a number of new writers whose work she thought was exceptional, and immersed herself in the task of helping them shape their manuscripts for submission to her managers for publishing. Although she was extremely proud of the results, none of the authors she worked with were chosen for publication. Vera believes that the decision not to publish these authors was based on personal rivalries within management, rather than the quality of her writers’ work.

She is extremely frustrated, dreads coming into work each morning and is seriously thinking of resigning. How can Vera’s job attitudes best be described? a. low job satisfaction and low job involvement b. low job satisfaction and high job involvement c. high job satisfaction and low job involvement d. high job satisfaction and high job involvement e. low organizational commitment

17. Organizational commitment is defined as ___________________________. a. the degree to which an employee identifies with the organization they work for and its goals b. n employee’s belief that the organization they work for will go to considerable lengths to ensure that its employees are treated fairly c. the degree to which an employee’s sense of fulfillment and self worth is related to their job d. the amount of effort an employee will make in order to keep or advance their position in an organization e. the degree to which an employee believes their work impacts their organization

18. Of the following, the best predictor of turnover is ______________. a. job satisfaction b. job involvement c. organizational commitment d. cognitive dissonance e. ffective dissonance

19. The following are methods of measuring employee attitudes: I. a one-question global rating II. a summation score made up of a number of job facets III. a 360? battery Which of these methods are the best to use in order to measure job satisfaction? a. I only b. II only c. III only dI and II are equally as good e. II or III are equally as good

20. The following statements are about the relationship between job satisfaction and customer satisfaction for frontline employees who have regular customer contact: I. employee satisfaction is positively correlated to customer satisfaction II. employee satisfaction has no correlation to customer satisfaction III. satisfied customers tend to raise employee satisfaction Which of these statements are true? a. I only b. II only c. III only d. I and III e. II and III

21. Actively and constructively attempting to improve conditions, including suggesting improvements and discussing problems with superiors would be what type of response? a. exit b. voice c. loyalty d. neglect e. reification

22. Quietly continuing to do your work when you know things won’t improve, is what type of response to dissatisfaction? a. exit b. oice c. loyalty d. neglect e. social voice

23. Maria is dissatisfied with the way that her manager treats her. She has quit her job and found a new position with another firm. She has expressed her dissatisfaction through __________. a. exit b. voice c. loyalty d. neglect e. social voice

24. Henry is dissatisfied with his job but believes that his supervisor is a good man who will do the right thing. Henry has decided that if he just waits, conditions will improve. Henry’s approach to this problem is termed ________. a. exit b. voice c. loyalty d. neglect e. reification

SCENARIO-BASED QUESTIONS

Mrs. Jonas believes strongly that it is important that worker’s rights be respected, and that one of the more important ways of doing this is to ensure that all workers be properly documented. She is supervising a contracting company that is building a new warehouse for her company. While doing this she discovers that many of the workers employed by the contractor are undocumented aliens working for well below minimum wage.

25. Mrs. Jonas is likely experiencing _____. a. cognitive dissonance b. unresolved anger c. ethical evasion d. uncertainty avoidance e. social pressure 6. In this situation Mrs. Jonas has a/an _____ that is in conflict with a/an _____. a. behavior; behavior b. attitude; attitude c. social need; social interest d. social need; social need e. behavior; attitude

27. Mrs. Jonas can be expected to relieve the discomfort she is experiencing by _____. a. deciding this issue is unimportant b. rationalizing that it is not her problem since she is not the contractor c. attempting to stop the contractor using undocumented workers d. coming to accept that using undocumented workers does not harm workers’ rights e. any of the above

Employees at Acme Express are dissatisfied with working conditions, salary, and the general attitude of management. Mark, Susan, and Toni are good friends who work at Acme, yet each seem to be reacting differently to the problems at work.

28. Toni has decided that she’ll just get a new job and get away from the problem. Toni is dealing with her dissatisfaction through _____. a. exit b. voice c. loyalty d. neglect e. acceptance

29. Susan has composed a list of concerns along with her suggestions for improving conditions. Susan is dealing with her dissatisfaction through ________. a. exit b. voice c. oyalty d. neglect e. acceptance

30. Mark believes that his manager is a good person and will work things out if Mark just gives him time to do so. Mark is dealing with his dissatisfaction through _____. a. exit b. voice c. loyalty d. neglect e. acceptance

DESCRIPTIVE QUESTIONS

1. Explain the concept of job satisfaction and discuss how job satisfaction can impact employee productivity, absenteeism and turnover.

1. Discuss Cognitive dissonance and Self – Perception Theories and examine their significance in understanding relationship between Attitude and Behavior ( A – B Relationship) ___________________