组织行为学研究

会计学1组织行为学研究组织行为学研究Learning Objectives:n nContrast the three components of an attitudeContrast the three components of an attituden nIdentify the role consistency plays in attitudesIdentify the role consistency plays in attitudesn nSummarize the relationship between attitudes and Summarize the relationship between attitudes and behaviorbehaviorn nDiscuss similarities and differences between job Discuss similarities and differences between job satisfaction and the other job attitudes discussedsatisfaction and the other job attitudes discussedn nSummarize the main causes of job satisfactionSummarize the main causes of job satisfactionn nIdentify four employee responses to dissatisfactionIdentify four employee responses to dissatisfaction第1页/共36页ATTITUDES-evaluative statements(either favorable or unfavorable)concerning objects,people,or events.-reflect how one feels about something.ex:“I like my job.”第2页/共36页Six questions that will help understand attitude:Six questions that will help understand attitude:n nWhat are the main components of attitudes?What are the main components of attitudes?n nHow consistent are attitudes?How consistent are attitudes?n nDoes behavior always follow after attitudes?Does behavior always follow after attitudes?n nWhat are the major job attitudes?What are the major job attitudes?n nHow are employee attitudes measured?How are employee attitudes measured?n nWhat is the importance of attitudes to workplace What is the importance of attitudes to workplace diversity?diversity?第3页/共36页the components of attitudesCognitive=evaluationMy superior gave a promotion to a coworker who deserved it less than me.My supervisor is unfair.Affective=feelingI dislike my supervisor!Behavioral=actionIm looking for other work;Ive complained about my supervisor to anyone who would listen.Negative attitude toward supervisor第4页/共36页Cognitive component of an attituden nThe opinion or belief segment of The opinion or belief segment of an attitudean attitudeAffective componentAffective component of an attitude of an attitude The emotional or feeling segment of an The emotional or feeling segment of an attitudeattitudeBehavioral componentBehavioral component of an attitude of an attitude An intention to behave in a certain way An intention to behave in a certain way toward someone or somethingtoward someone or something第5页/共36页Six questions that will help understand attitude:Six questions that will help understand attitude:n nWhat are the main components of attitudes?What are the main components of attitudes?n nHow consistent are attitudes?How consistent are attitudes?n nDoes behavior always follow after attitudes?Does behavior always follow after attitudes?n nWhat are the major job attitudes?What are the major job attitudes?n nHow are employee attitudes measured?How are employee attitudes measured?n nWhat is the importance of attitudes to workplace What is the importance of attitudes to workplace diversity?diversity?第6页/共36页 Research has generally concluded that people seek Research has generally concluded that people seek consistency among their attitudes and between their consistency among their attitudes and between their attitudes and their behavior.attitudes and their behavior.This means that individuals seek to reconcile divergent This means that individuals seek to reconcile divergent attitudes and align their attitudes and behavior so they attitudes and align their attitudes and behavior so they appear rational and consistent.appear rational and consistent.ex:ex:a certain college girl believes that sororities are a certain college girl believes that sororities are good and that pledging a sorority is important.If she fails to good and that pledging a sorority is important.If she fails to make a sorority,however,she may say,“I recognized that make a sorority,however,she may say,“I recognized that sorority life isnt all good anyway.”sorority life isnt all good anyway.”When there is inconsistency,forces are initiated to return the When there is inconsistency,forces are initiated to return the individual to an equilibrium state in which attitudes and individual to an equilibrium state in which attitudes and behavior are again consistent.This can be done by altering behavior are again consistent.This can be done by altering either the attitudes or the behavior,or by developing a either the attitudes or the behavior,or by developing a rationalization for the discrepancy.rationalization for the discrepancy.第7页/共36页Cognitive DissonanceCognitive Dissonance(Leon Festinger)(Leon Festinger)n nAny incompatibility between two or more attitudes Any incompatibility between two or more attitudes or between behavior and attitudes.or between behavior and attitudes.Determinants in coping dissonance proposed by Determinants in coping dissonance proposed by Festinger:Festinger:1.1.ImportanceImportance of the elements creating the of the elements creating the dissonance.dissonance.2.2.InfluenceInfluence the individual believes he/she has the individual believes he/she has over the elements.over the elements.3.3.RewardsRewards that may be involved in dissonance.that may be involved in dissonance.第8页/共36页Six questions that will help understand attitude:Six questions that will help understand attitude:n nWhat are the main components of attitudes?What are the main components of attitudes?n nHow consistent are attitudes?How consistent are attitudes?n nDoes behavior always follow after attitudes?Does behavior always follow after attitudes?n nWhat are the major job attitudes?What are the major job attitudes?n nHow are employee attitudes measured?How are employee attitudes measured?n nWhat is the importance of attitudes to workplace What is the importance of attitudes to workplace diversity?diversity?第9页/共36页Early research on attitudes assumed that they were causally related to behavior;that is,the attitudes that people hold determine what they do.第10页/共36页However,in the late 1960s,this However,in the late 1960s,this assumed relationship between assumed relationship between attitudes and behavior was attitudes and behavior was challenged by a review of the challenged by a review of the research.Based on an evaluation of research.Based on an evaluation of a number of studies that investigated a number of studies that investigated the attitude-behavior relationship,the the attitude-behavior relationship,the reviewer concluded that attitudes reviewer concluded that attitudes were unrelated to behavior or,at were unrelated to behavior or,at best,only slightly related.best,only slightly related.第11页/共36页More recent research has demonstrated that attitudes significantly predict future behavior and confirmed Festingers original belief that the relationship can be enhanced by taking moderating variables into account.第12页/共36页The most powerful moderators of the attitude-behavior relationship have been found to be:n nImportanceImportance of the attitude of the attitude(fundamental values,self-interest,(fundamental values,self-interest,identification with the identification with the individuals/groups that a person individuals/groups that a person values)values)n nIts Its specificityspecificityn nIts Its accessibilityaccessibilitywhether there exist:n nSocial pressuresSocial pressuresn nDirect experienceDirect experiencemoderating variables第13页/共36页self-perception theorySelf-perception argues that attitudes are used Self-perception argues that attitudes are used after the fact to make sense out of an action after the fact to make sense out of an action that has already occurred rather than as that has already occurred rather than as devices that precede and guide action.devices that precede and guide action.-attitudes are used after the fact to make-attitudes are used after the fact to make sense out of an action that has already sense out of an action that has already occurred.occurred.第14页/共36页Six questions that will help understand attitude:Six questions that will help understand attitude:n nWhat are the main components of attitudes?What are the main components of attitudes?n nHow consistent are attitudes?How consistent are attitudes?n nDoes behavior always follow after attitudes?Does behavior always follow after attitudes?n nWhat are the major job attitudes?What are the major job attitudes?n nHow are employee attitudes measured?How are employee attitudes measured?n nWhat is the importance of attitudes to workplace What is the importance of attitudes to workplace diversity?diversity?第15页/共36页1.1.Job satisfactionJob satisfactionA positive feeling about ones job resulting from A positive feeling about ones job resulting from an evaluation of its characteristics.an evaluation of its characteristics.2.2.Job involvementJob involvementThe degree to which a person identifies with a The degree to which a person identifies with a job,actively participates in it,and considers job,actively participates in it,and considers performance important to self-worth.performance important to self-worth.Closely related concept is Closely related concept is psychological psychological empowermentempowerment which is employees belief in which is employees belief in the degree to which they impact their work the degree to which they impact their work environment,their competence,the environment,their competence,the meaningfulness of their job,and the meaningfulness of their job,and the perceived autonomy in their work.perceived autonomy in their work.第16页/共36页3.3.Organizational commitmentOrganizational commitmentThe degree to which an employee identifies with The degree to which an employee identifies with a particular organization and its goals and a particular organization and its goals and wishes to maintain membership in the wishes to maintain membership in the organization.organization.Three separate dimensions:Three separate dimensions:n nAffective commitmentAffective commitment an emotional an emotional attachment to the organization and a belief in attachment to the organization and a belief in its values.its values.n nContinuance commitmentContinuance commitment the perceived the perceived economic value of remaining with an economic value of remaining with an organization compared to leaving it.organization compared to leaving it.n nNormative commitmentNormative commitment an obligation to an obligation to remain with the organization for moral or remain with the organization for moral or ethical reasons.ethical reasons.第17页/共36页Other job attitudes:1.1.Perceived Organizational Perceived Organizational Support(POS)Support(POS)the degree to the degree to which employees believe the which employees believe the organization values their organization values their contribution and cares about their contribution and cares about their well-being.well-being.2.2.Employee engagementEmployee engagement an an individuals involvement with,individuals involvement with,satisfaction with,and enthusiasm satisfaction with,and enthusiasm for the work they do.for the work they do.第18页/共36页Six questions that will help understand attitude:Six questions that will help understand attitude:n nWhat are the main components of attitudes?What are the main components of attitudes?n nHow consistent are attitudes?How consistent are attitudes?n nDoes behavior always follow after attitudes?Does behavior always follow after attitudes?n nWhat are the major job attitudes?What are the major job attitudes?n nHow are employee attitudes measured?How are employee attitudes measured?n nWhat is the importance of attitudes to workplace What is the importance of attitudes to workplace diversity?diversity?第19页/共36页attitude surveys-Eliciting responses from employees through questionnaires on how they feel about their jobs,work groups,supervisors,and the organization.employee behaviors are based on perceptions,not employee behaviors are based on perceptions,not reality.reality.第20页/共36页Six questions that will help understand attitude:Six questions that will help understand attitude:n nWhat are the main components of attitudes?What are the main components of attitudes?n nHow consistent are attitudes?How consistent are attitudes?n nDoes behavior always follow after attitudes?Does behavior always follow after attitudes?n nWhat are the major job attitudes?What are the major job attitudes?n nHow are employee attitudes measured?How are employee attitudes measured?n nWhat is the importance of attitudes to workplace What is the importance of attitudes to workplace diversity?diversity?第21页/共36页Diversity Programsn nAlmost all include a self-Almost all include a self-evaluation phaseevaluation phasen nPeople are pressed to examine themselves and People are pressed to examine themselves and to confront ethic and cultural stereotypes they to confront ethic and cultural stereotypes they might hold.might hold.n nParticipants typically take part in Participants typically take part in group discussions or panels with group discussions or panels with representatives from diverse representatives from diverse groupsgroupsn nArranging for people to do Arranging for people to do volunteer work in community or volunteer work in community or social service centerssocial service centersn nIn order to meet face to face with individuals and In order to meet face to face with individuals and groups from diverse backgrounds and using groups from diverse backgrounds and using exercises that let participants feel what its like to exercises that let participants feel what its like to be different.be different.第22页/共36页JOB SATISFACTION A positive feeling about ones job A positive feeling about ones job resulting from an evaluation of its resulting from an evaluation of its characteristics.characteristics.第23页/共36页measuring job satisfactiona persons job is more than just the obvious a persons job is more than just the obvious activities of shuffling papers,writing activities of shuffling papers,writing programming code,waiting on customers,or programming code,waiting on customers,or driving a truck.Jobs require interaction with driving a truck.Jobs require interaction with coworkers and bosses,following organizational coworkers and bosses,following organizational rules and policies,meeting performance rules and policies,meeting performance standards,living with working conditions that standards,living with working conditions that are often less than ideal,and the like.are often less than ideal,and the like.第24页/共36页n nSingle global ratingn nIs a method nothing more than Is a method nothing more than asking individuals to respond to asking individuals to respond to one question,such as“All things one question,such as“All things considered,how satisfied are you considered,how satisfied are you with your job?”with your job?”n nSummation of job facetsn nMore sophisticated method.It More sophisticated method.It identifies key elements in a job and identifies key elements in a job and asks for the employees feelings asks for the employees feelings about each.Typical factors that about each.Typical factors that would be included are the nature of would be included are the nature of the work,supervision,present pay,the work,supervision,present pay,promotion opportunities,and promotion opportunities,and relations with coworkers.relations with coworkers.第25页/共36页how satisfied are people in their how satisfied are people in their jobs?jobs?people are on average satisfied with their jobs overall,with the work itself,and with their supervisors and coworkers.However,they tend to be less satisfied with their pay and with promotion opportunities.第26页/共36页what causes job satisfaction?the major job satisfaction facets(work itself,the major job satisfaction facets(work itself,pay,advancement opportunities,supervision,pay,advancement opportunities,supervision,coworkers),coworkers),enjoying the work itselfenjoying the work itself is almost is almost always the facet most strongly correlated with always the facet most strongly correlated with high levels of overall job satisfaction.high levels of overall job satisfaction.第27页/共36页how about personality?how about personality?personality plays a role.Research has shown personality plays a role.Research has shown that people who have a negative personality are usually that people who have a negative personality are usually less satisfied with their jobs.less satisfied with their jobs.how about pay?how about pay?people who are poor or who live in poor countries,people who are poor or who live in poor countries,pay does correlate with job satisfaction and with overall pay does correlate with job satisfaction and with overall happiness.But once an individual reaches a level of happiness.But once an individual reaches a level of comfortable living,the relationship virtually fortable living,the relationship virtually disappears.What motivates us is not necessarily the same as what makes What motivates us is not necessarily the same as what makes us happy.us happy.第28页/共36页the impact of dissatisfied and the impact of dissatisfied and satisfied employees on the satisfied employees on the workplaceworkplacen nExitExitn nDissatisfaction expressed through behavior directed Dissatisfaction expressed through behavior directed toward leaving the organization.toward leaving the organization.n nVoiceVoicen nDissatisfaction expressed through active and Dissatisfaction expressed through active and constructive attempts to improve conditions.constructive attempts to improve conditions.n nLoyaltyLoyaltyn nDissatisfaction expressed by passively waiting for Dissatisfaction expressed by passively waiting for conditions to improve.conditions to improve.n nNeglectNeglectn nDissatisfaction expressed through allowing conditions to Dissatisfaction expressed through allowing conditions to worsen.worsen.第29页/共36页ExitExit and and neglectneglect behaviors encompass our behaviors encompass our performance variables(productivity,performance variables(productivity,absenteeism,and turnover).absenteeism,and turnover).VoiceVoice and and loyaltyloyalty are constructive behaviors are constructive behaviors that allow individuals to tolerate unpleasant that allow individuals to tolerate unpleasant situations or to revive satisfactory working situations or to revive satisfactory working conditions.conditions.第30页/共36页responses to job dissatisfactionNEGLECTLOYALTYEXITVOICEDestructiveConstructivePassiveActive第31页/共36页job satisfactionsatisfaction&job performanceWhen satisfaction and productivity data are gathered When satisfaction and productivity data are gathered for the organization as a whole,we find that for the organization as a whole,we find that organizations with more satisfied employees tend to be organizations with more satisfied employees tend to be more effective than organizations with fewer satisfied more effective than organizations with fewer satisfied employees.employees.job satisfaction&organizationalorganizational citizenshipcitizenship behavior(OCB)Satisfied employees would seem more likely to talk Satisfied employees would seem more likely to talk positively about the organization,help others,and go positively about the organization,help others,and go beyond the normal expectations in their job.More beyond the normal expectations in their job.More recent evidence however,suggests that satisfaction recent evidence however,suggests that satisfaction influences OCB,but through perceptions of fairness.influences OCB,but through perceptions of fairness.第32页/共36页job satisfaction&customer job satisfaction&customer satisfactionsatisfactionn nThe evidence indicates that satisfied employees The evidence indicates that satisfied employees increase customer satisfaction and loyalty.increase customer satisfaction and loyalty.n nDissatisfied customers can increase an employees Dissatisfied customers can increase an employees job dissatisfaction.job dissatisfaction.job satisfaction&absenteeismjob satisfaction&absenteeismA consistent negative relationship betw