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Chapter 4.3

MGHB02H3 Chapter Notes - Chapter 4.3: Job Security, Emotional Contagion, Call Centre

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Samantha Montes

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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 toards the jo
Facet satisfaction: likes soe parts faets 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 systes
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
Deteried y alloator’s osistey, use of aurate iforatio ad
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
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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