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17 Cards in this Set
- Front
- Back
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emotions
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physiological, behavioural, and psychological episodes experienced towards an object, person, or event that create a state of readiness
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attitudes
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the cluster of beliefs, assessed feelings, and behavioural intentions towards a person, object, or event (called an attitude object)
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cognitive dissonance
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an emotional experience caused by a perception that our beliefs, feelings, and behavior are incongruent with each other
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emotional labour
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the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions
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emotional dissonance
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the psychological tension experienced when the emotions people are required to display are quite different from the emotions they actually experience at that moment
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emotional intelligence (EI)
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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
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job satisfaction
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a person's evaluation of his or her job and work context
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exit-voice-loyalty-neglect (EVLN) model
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the four ways, as indicated in the name, that employees respond to job dissatisfaction |
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service profit chain model
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a theory explaining how employees' job satisfaction influences company profitability indirectly through service quality, customer loyalty, and related factors
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affective organizational commitment
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an individual's emotional attachment to, involvement in, and identification with an organization
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continuance commitment
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an individual's calculative attachment to an organization
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trust
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positive expectations one person has towards another person in situations involving risk
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stress
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an adaptive response to a situation that is perceived as challenging or threatening to the person's well-being
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general adaptation syndrome
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a model of the stress experience, consisting of three stages: alarm reaction, resistance, and exhaustion |
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stressors
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environmental conditions that place a physical or emotional demand on the person
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psychological harassment
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repeated and hostile or unwanted conduct, verbal comments, actions, or gestures that affect an employee's dignity or psychological or physical integrity and that result in a harmful work environment for the employee
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workaholic
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a person who is highly involved in work, feels compelled to work, and has a low enjoyment of work
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