BUS 272 Chapter Notes - Chapter 4: Consumerism, Emotional Labor, Cognitive Dissonance

• School: Simon Fraser University
• Department: Business Administration
• Course: BUS 272
• Professor: Sarbjit Hovey

Document Summary

Psychological, behavioral and physiological episodes that create a state of readiness. Features: activation (high or low, evaluation (event positive or negative) Based on innate and learned responses to the environment. Attitude: represent the group of beliefs, feelings and behavioral intentions towards a person, object or event. Feelings: positive or negative evaluation about an attitude. Behavioral intentions: motivation to develop a behavior regarding the attitude. Feeling and beliefs are influenced by cumulative emotional episodes. We listen in on our emotions whether to support or not an event. Potential conflict between cognitive and emotional cognitive and emotional processes. Companies are aware of the dual cognitive-emotional attitude process. They actively create a more positive than negative emotional episodes, which produces more positive work attitudes. (fun activities) A condition than occurs when we perceive an inconsistency between our beliefs, feelings and behavior (environmental example) This inconsistency generates emotions that motivate us to increase consistency. Easier to change feelings and beliefs, rather than behavior.