HND - 3. Attitudes & Job satisfaction

1. HND - 3. Attitudes & Job satisfaction Lim SeiKee @ cK

2. ATTITUDES • Evaluative statements or judgments concerning objects, people or events. Reflection of how one feels about something. • Component: • Cognitive – The opinion or belief segment of an attitude. • Affective – The emotional or feeling segment of an attitude. • Behavioral – An intention to behave in certain way towards someone or something.

3. Types of attitudes: • Job satisfaction – Collection of feelings that an individual holds toward his or her job. • Job involvement – The degree to which a person indentifies with his or her job, actively participates in it, and considers his or her performance important to self-worth. • Organizational commitment – The degree to which an organization identifies with a particular organization and its goals, and wishes to maintain membership in the organization.

4. Attitudes and Consistency • Did you ever notice how people change what they say so it doesn’t contradict what they do? • Research has generally concluded that people seek consistency among their attitudes and between their attitudes and their behavior. - Individuals seek to reconcile divergent attitudes and align their attitudes and behavior so they appear rational and consistent.

5. Can we also assume from this consistency principle that an individual’s behavior can always be predicted if we know his or her attitude on a subject? Unfortunately, the answer is more complex than merely a “Yes” or “No.”

6. Cognitive Dissonance Theory. • Dissonance : inconsistency. • Cognitive Dissonance : Any incompatibility between two or more attitudes or between behavior and attitudes. • Desire to reduce dissonance would be determined by the importance of the elements creating the dissonance, the degree of influence the individual believes he or she has over the elements and the rewards that maybe involved in dissonance.

7. Example 1: Knowing that smoking is harmful (First cognition) while liking to smoke (second cognition). The Cognitive dissonance theory's conditions were met because those cognitions are dissonant • Example 2: Believing that lying is bad (First cognition) and being forced to lie (second cognition) • Example 3: Liking a friend (first cognition) while knowing that he hates your brother (second cognition)

8. Example 1: In such a case a person could create a new cognition by claiming that lots of old people smoke since they were young and they are still healthy • Example 2: In this case the person might change his behavior by not lying or even change his attitude by claiming that he believes in the lie • Example 3: In such a case the person can claim that his friend doesn't like his brother because he didn't have time to know him well.

9. Job Satisfaction • How do we measure job satisfaction? • An employee’s assessment of how satisfied or dissatisfied he or she is with his or her job is a complex summation of a number of discrete job elements.

10. JOB SATISFACTION • Determinant : • Mentally Challenging work • Equitable Rewards • Supportive Working Conditions • Supportive Colleagues • Personality – Job Fit

11. Effect of Job Satisfaction on Employee Performance Satisfaction And Productivity Happy workers are not necessarily productive workers. Productivity is likely to lead to satisfaction. Organizations with more satisfied employees tend to be more effective than organizations with fewer satisfied employees. Happy organizations are more productive.

12. Effect of Job Satisfaction on Employee Performance Satisfaction And Absenteeism Although it certainly makes sense that dissatisfied employees are more likely to miss work, other factors have an impact on the relationship.

13. Effect of Job Satisfaction on Employee Performance Satisfaction And Turnover Satisfaction is negatively related to turnover. Other factors: labor-market conditions, expectations about alternative job opportunities, and length of tenure with the organization.

14. Effect of Job Satisfaction: • Productivity • Absenteeism • Turnover

15. Job Satisfaction and Customer Satisfaction • Is employee satisfaction related to positive customer outcomes? • Satisfied employees increase customer satisfaction and loyalty. • Satisfied employees are more likely to be friendly, upbeat, and responsive- which customers appreciate. • Satisfied employees are less prone to turnover, customers are more likely to encounter familiar faces and receive experienced service.

16. What about employee dissatisfaction? • Expressing dissatisfaction: • Exit : Dissatisfaction expressed through behavior directed toward leaving the organization. • Voice : Dissatisfaction expressed through active and constructive attempts to improve conditions. • Loyalty : Dissatisfaction expressed by passively waiting for conditions to improve. • Neglect : Dissatisfaction expressed through allowing conditions to worsen.

17. Presentation Q • What is cognitive dissonance and how is it related to attitudes? • What is the relationship between job satisfaction and absenteeism? Turnover? Which is the stronger relationship? • Contrast exit, voice, loyalty, and neglect as employee responses to job dissatisfaction. • Do you agree that managers can create satisfied employees? Explain.