MGHB02H3 Chapter Notes - Chapter 4.3: Job Security, Emotional Contagion, Call Centre
4.3 Explain the concept of job satisfaction, and discuss some of its key contributors, including
discrepancy, fairness, disposition, mood and emotion
Job satisfaction: orker’s attitude toards the jo
• Facet satisfaction: likes soe parts faets of the job but not others
o Most relevant facets: work itself, compensation, career opportunities, recognition,
benefits, working condition, supervision, co-workers, and organizational policy
• Overall satisfaction: general trend of most facets of the job (on average)
Factors of Job Satisfaction
• Discrepancy: individual perception or desired purpose of the same job differs between workers
ased o orker’s alue systes
o Discrepancy theory: job dissatisfaction comes from a difference in what people want
from their job and how they perceive the job to be
• Fairness: more satisfied if we perceive ourselves to be treated fairly
o Distributive fairness: receive what they think they should receive
▪ Equity theory: we compare our perceived effort and our reward/pay with the
perceived effort and the rewards/pay of others in the same situation
▪ Input from worker: education, training, seniority, effort, quality of work
▪ Outcome from organization: pay, career opportunities, supervision
▪ Equity rewards (based on person) vs. equality rewards preferences for
individualistic vs. collectivistic societies; rewards based on need over
performance in feminine cultures
o Procedural fairness: process of determining outcomes is perceived as fair
▪ Relevant in performance evaluations, pay raises, promotion, layoffs and work
assignments
▪ Deteried y alloator’s osistey, use of aurate iforatio ad
unbiased, allows employee opinion and appeal for the end decision
▪ More dissatisfaction when bad outcomes are thought to be caused by unfair
evaluation procedures
o Interactional fairness: have been communicated to fairly (employee treatment)
▪ Communicating disrespectfully may cause an otherwise fair evaluation to be
perceived as unfair
▪ Linked to dissatisfaction with the boss
▪ Done well, can offset distributive unfairness
• Disposition: workers may be naturally predisposed to have a generally higher/lower job
satisfaction
o Identical twins raised apart have similar satisfaction levels
o Satisfaction is stable over time (employer changes)
o Disposition as a teen correlates with job satisfaction as an adult
o Dopamine and serotonin genes increase satisfaction
o Extraverted and conscientious are more satisfied, high neuroticism are less
o High self-esteem and internal locus of control more satisfied
• Mood and Emotion: mood – less intense, long lasting feelings, emotion – intense, short term
feelings caused by events
o Affect: general term for feelings, includes moods and emotions
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