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By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Lecture 3 Attitudes, and Job Satisfaction 3–0 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Attitudes Attitudes Evaluative statements or judgments concerning objects, people, or events. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Cognitive component The opinion or belief segment of an attitude. Affective Component The emotional or feeling segment of an attitude. Behavioral Component An intention to behave in a certain way toward someone or something. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Attitudes Attitudes Evaluative statements or judgments concerning objects, people, or events. Cognitive Component The opinion or belief segment of an attitude Affective Component The emotional or feeling segment of an attitude Feeling Behavioral Component An intention to behave in a certain way toward someone or something Action By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Evaluation 2 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] The Theory of Cognitive Dissonance Cognitive Dissonance Any incompatibility between two or more attitudes or between behavior and attitudes. Desire to reduce dissonance • Importance of elements creating dissonance • Degree of individual influence over elements • Rewards involved in dissonance 3–3 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Does Behavior Always Follow From Attitudes? Cognitive Dissonance Any incompatibility between two or more attitudes or between behavior and attitudes It is inconsistent attitude behavior relationship Inconsistency creates uncomfortable situation To deal with uncomfortable situation people seek consistency to reduce cognitive dissonance They can do that by moderating variables By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Does Behavior Always Follow From Attitudes? Moderating Variables The most powerful moderators of the attitude-behavior relationship are: Attitude Importance of the attitude Correspondence to behavior Predict Accessibility Existence of social pressures Behavior By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Personal and direct experience of the attitude. 5 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Major Job Attitudes Job Satisfaction A positive feeling about the job resulting from an evaluation of its characteristics Job Involvement Degree of psychological identification with the job where perceived performance is important to self-worth Psychological Empowerment Belief in the degree of influence over the job, competence, job meaningfulness, and autonomy Organizational Commitment Identifying with a particular organization and its goals, while wishing to maintain membership in the organization. Affective (emotional attachment to organization) - Continuance Commitment (economic value of staying) – Normative (moral or ethical obligations) Perceived Organizational Support (POS) Degree to which employees believe the organization values their contribution and cares about their well-being. Employee Engagement The degree of involvement with, satisfaction with, and enthusiasm for the job. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] 6 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Are Job Attitudes Distinct? No, they are neither totally distinct nor totally same but these attitudes are highly related. Variables may be redundant (measuring the same thing under a different name) While there is some distinction, there is also a lot of overlap. 7 Measuring the A-B Relationship Recent research indicates that attitudes (A) significantly predict behaviors (B) when moderating variables are taken into account. Moderating Variables • Importance of the attitude • Specificity of the attitude • Accessibility of the attitude • Social pressures on the individual • Direct experience with the attitude 3–8 Self-Perception Theory Attitudes are used after the fact to make sense out of an action that has already occurred. 3–9 Types of Attitudes Job Satisfaction: A collection of positive and/or negative feelings that an individual holds toward his or her job. Job Involvement: Identifying with the job, actively participating in it, and considering performance important to self-worth. Organizational Commitment: Identifying with a particular organization and its goals, and wishing to maintain membership in the organization. Perceived Organizational Support (POS) Degree to which employees feel the organization cares about their well-being. Employee Engagement: An individual’s involvement with, satisfaction with, and enthusiasm for the organization. Types of Attitudes - Lets check our knowledge Job Satisfaction: Job Involvement: Organizational Commitment: Perceived Organizational Support (POS): Employee Engagement: By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Attitude Surveys Attitude Surveys Eliciting responses from employees through questionnaires about how they feel about their jobs, work groups, supervisors, and the organization. 3–12 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] How a Sample Attitude Survey may look like? 3–13 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Sample Attitude Survey 3–14 By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Attitudes and Workforce Diversity Attitude: Evaluative statements or judgments concerning objects, people, or events Workforce Diversity: Similarities and differences among employees in terms of age, gender, cultural background, physical abilities and disabilities, race and ethnic background. How are these two associated with each other in the context of attitude ? 3–15 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Attitudes and Workforce Diversity Training activities that can reshape employee attitudes concerning diversity: – Participating in diversity training that provides for selfevaluation and group discussions. – Volunteer work in community and social serve centers with individuals of diverse backgrounds. – Exploring print and visual media that recount and portray diversity issues. 3–16 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Job Satisfaction Job satisfaction or employee satisfaction has been defined in many different ways. Some believe it is simply how content an individual is with his or her job, in other words, whether or not they like the job or individual aspects or facets of jobs, such as nature of work or supervision. Now there are two important questions: 1.How come we know that there exists job satisfaction or what level of job satisfaction does exist ? 2.How to measure job satisfaction? 3–17 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Job Satisfaction Measuring Job Satisfaction – Single global rating – Summation score How Satisfied Are People in Their Jobs? – Job satisfaction declined to 50.4% in 2002 – Decline attributed to: • Pressures to increase productivity and meet tighter deadlines • Less control over work 3–18 By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Job Satisfaction How to Measure Job Satisfaction? Single global rating (one question / one answer) Best Summation score (many questions / one average) OK Are People Satisfied in their Jobs? Results depend on how job satisfaction is measured Pay and promotion are the most problematic elements. 19 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Job Satisfaction What Causes Job Satisfaction? Pay influences job satisfaction only to a point Personality can influence job satisfaction Negative people People with positive core self evaluation (Bottom-line conclusions individuals have about their capabilities, competences, and worth as a person) 20 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Job Satisfaction Employee Responses to Dissatisfaction Active Destructiv e Exit •Behavior directed toward leaving the organizatio n Neglect •Allowing conditions to worsen By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Voice •Active and constructiv e attempts to improve conditions Loyalty •Passively waiting for conditions to improve Passive Constructi ve 21 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Job Satisfaction Outcomes of Job Satisfaction Job Performance Satisfied workers are more productive & more productive workers are more satisfied! Organizational Citizenship Behaviors Satisfaction influences OCB through perceptions of fairness Customer Satisfaction Satisfied frontline employees increase customer satisfaction and loyalty Absenteeism Satisfied employees are moderately less likely to miss work Turnover Satisfied employees are less likely to quit Workplace Deviance Dissatisfied workers are more likely to unionize, abuse substances, 22 steal, be tardy, and withdraw By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] How Employees Can Express Dissatisfaction Exit Voice Behavior directed toward leaving the organization. Active and constructive attempts to improve conditions. Neglect Loyalty Allowing conditions to worsen. Passively waiting for conditions to improve. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Responses to Job Dissatisfaction Source: C. Rusbult and D. Lowery, “When Bureaucrats Get the Blues,” Journal of Applied Social Psychology. 15, no. 1, 1985:83. Reprinted with permission. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] E X H I B I T 3–5 3–24 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] OCB OCB has been studied since the late 1970s. Over the past three decades, interest in these behaviors has increased substantially. Organizational behavior has been linked to overall organizational effectiveness, thus these types of employee behaviors have important consequences in the workplace. Organ (1988) defines OCB as “individual behavior that is discretionary, not directly or explicitly recognized by the formal reward system, and that in the aggregate promotes the effective functioning of the organization” Definition of OCB includes three critical aspects that are central to this construct. – First, OCBs are thought of as discretionary behaviors, which are not part of the job description, and are performed by the employee as a result of personal choice. – Second, OCBs go above and beyond that which is an enforceable requirement of the job description. – Finally, OCBs contribute positively to overall organizational effectiveness. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] The Effect of Job Satisfaction on Employee Performance Satisfaction and Productivity – Satisfied workers aren’t necessarily more productive. – Worker productivity is higher in organizations with more satisfied workers. Satisfaction and Absenteeism – Satisfied employees have fewer avoidable absences. Satisfaction and Turnover – Satisfied employees are less likely to quit. – Organizations take actions to retain high performers and to weed out lower performers. 3–26 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Job Satisfaction and OCB Satisfaction and Organizational Citizenship Behavior (OCB) – Satisfied employees who feel fairly treated by and are trusting of the organization are more willing to engage in behaviors that go beyond the normal expectations of their job. 3–27 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Job Satisfaction and Customer Satisfaction Satisfied employees increase customer satisfaction because: – They are more friendly, upbeat, and responsive. – They are less likely to turnover which helps build longterm customer relationships. – They are experienced. Dissatisfied customers increase employee job dissatisfaction. 3–28 By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, scholarknowledge@gmail. By: Prof. Dr. M. Zia-ur-Rehman, [email protected] Lets Recap ! By: Prof. Dr. M. Zia-ur-Rehman, [email protected] By: Prof. Dr. M. Zia-ur-Rehman, [email protected]