BUSI 2311U Chapter Notes - Chapter 4: Emotional Labor, Circumflex, Work Unit
Document Summary
Emotions: are psychological and behavioral episodes experienced towards an object, person, or event that create a state of readiness. Attitudes: the cluster of beliefs, assessed feelings and behavioral intentions towards a person, object, or event (called an attitude object) Cognitive dissonance: an emotional experience caused by a perception that our beliefs, feelings, and behavior are incongruent with each other. Emotional labor: the effort, planning, and control needed to express organizationally desired emotions during interpersonal transactions. Emotional dissonance: the psychological tension experienced when the emotions people are required to display are quite different from the emotions they actually experience at that moment. Emotional intelligence: 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. Job satisfaction: a person"s evaluation of his or her job and work context.
