Deck 3: Attitudes and Job Satisfaction

Question 1

The emotional, or feeling component of a person's attitude is called ________.

A) complex understanding
B) the cognitive component
C) the affective component
D) a complex attitude
E) the behavior component

Answer 1

C

Question 2

Mrs. Jonas comes to you for an explanation of why she is so uncomfortable. You might refer her to the theories of ________.

A) Hofstede
B) Maslow
C) Skinner
D) Festinger
E) Surber

Answer 2

D

Question 3

Janice is spending the summer working as an intern writing copy for a local firm. Today Janice's senior editor sent back some of Janice's work covered in red ink corrections. Up until now, all of Janice's work had been corrected in green or blue ink. Janice is upset and worried that her senior editor doesn't like her. Which component of an attitude is not represented in the previous scenario?

A) the positive component
B) the cognitive component
C) the affective component
D) the negative component
E) the behavior component

Answer 3

E

Question 4

Which of the following is an example of an affective attitude?

A) Believing that you did a good job.
B) The observation that most dogs have four legs.
C) The opinion that it is never acceptable to steal.
D) Anger at being unfairly accused of a wrongdoing.
E) The avoidance of a restaurant where one once received bad service.

Question 5

It is safe to say that this wouldn't be a problem if Mrs. Jones was ________.

A) a worker rather than a supervisor
B) working for the construction company
C) more of an ethical character
D) an undocumented worker
E) indifferent to workers' rights

Question 6

Jo is a courier, delivering parcels throughout the metropolitan area. Although she considers herself law abiding, she often breaks the speed limit while making her deliveries. Which of the following statements does not reflect a likely response to the conflict between her attitude and her behavior?

A) "It's not a problem that I speed a little bit; it's not much over the limit, and everyone else speeds some."
B) "The speed limits are just too low around here; anyone driving at a reasonable speed will break them."
C) "This speeding is irresponsible. From now on I am observing the speed limits."
D) "I've got to drive fast sometimes, otherwise I will not make all my deliveries and I'll lose clients."
E) "It's wrong to break even minor laws, but I'll probably keep speeding anyway."

Question 7

According to Festinger, people will seek a(an) ________.

A) variable state with variable dissonance
B) stable state with maximal dissonance
C) unstable state with maximal dissonance
D) unstable state with minimal dissonance
E) stable state with minimal dissonance

Question 8

Mrs. Jonas is likely experiencing ________.

A) cognitive dissonance
B) unresolved anger
C) ethical evasion
D) uncertainty avoidance
E) social pressure

Question 9

Which of the following answer choices is the best definition of attitude?

A) Attitudes indicate how one will react to a given event.
B) Attitudes are the yardstick by which one measures one's actions.
C) Attitudes are the emotional part of an evaluation of some person, object or event.
D) Attitudes are evaluative statements of what one believes about something or someone.
E) Attitudes are a measure of how the worth of an object, person or event is evaluated.

Question 10

Any incompatibility between two or more attitudes or between behavior and attitudes results in ________.

A) organizational dissonance
B) cognitive dissonance
C) attitudinal clarification
D) values clarification
E) affective reactance

Question 11

Mrs. Jonas can be expected to relieve the discomfort she is experiencing by ________.

A) deciding this issue is unimportant
B) rationalizing that it is not her problem since she is not the contractor
C) attempting to stop the contractor using undocumented workers
D) coming to accept that using undocumented workers does not harm workers' rights
E) any of the above

Question 12

The belief that "violence is wrong" is an evaluative statement. Such an opinion constitutes the ________ component of an attitude.

A) cognitive
B) affective
C) reflective
D) behavioral
E) reactive

Question 13

Cameron loves her job as a data programmer, but her co-worker Blake, is very challenging. Blake often loses his temper over aspects of shared projects that neither of them can control. When discussing projects in Cameron's work station, Blake plays with her office supplies, rearranges her desk, and leaves snack and food crumbs. Worst of all , Blake always takes the portion of a project that is the easiest, leaving Cameron to work harder and longer hours. Which of the following is not an effective method for handling Cameron's problems with Blake?

A) Cameron should invite Blake to lunch and directly confront him with her feelings.
B) Cameron should invite Blake to coffee to clarify if there are any misunderstandings.
C) Cameron should simply ignore Blake and his behavior.
D) Cameron should make a point of going to Blake's work station and leaving a mess.
E) Cameron should ask a manager to help divide the work load for the next project.

Question 14

The ________ component of an attitude is the emotional or feeling component of that attitude.

A) affective
B) cognitive
C) behavioral
D) evaluative
E) reaffective

Question 15

Sheila works for a manufacturer of styrofoam trays for school lunches. Last year her son come home from school and told her that the trays she makes go straight to the landfill where they sit for hundreds of years without ever biodegrading. Although this information bothers Sheila, she does not look for another job because she enjoys her very high salary. Which dissonance moderating factor is illustrated by this example?

A) Dissonance is reduced because of the sense of control by the individual.
B) Dissonance is reduced because of the importance to the individual.
C) There is no dissonance moderating factor in the example.
D) Dissonance is increased because of the sense of control by the individual.
E) High dissonance is tolerated because of a high reward.

Question 16

"Dissonance" means ________.

A) reactance
B) constance
C) resistance
D) consistency
E) inconsistency

Question 17

Festinger proposed that the desire to reduce dissonance is determined by three moderating factors including the ________.

A) values of the elements creating the dissonance
B) degree of influence the individual believes he or she has over the elements
C) degree of positive affect the person has toward the behavior
D) fact that values and attitudes will vary over the short term
E) awareness that dissonance exists

Question 18

Jan is a security officer. Jan believes that it is important to know exactly who is in the office at any given time. She notices that some employees do not sign out of the office when they take lunch, which makes it impossible to keep track of who is actually in the office. Jan becomes frustrated with those employees. She makes note of them and reports them to their supervisors. In the above scenario, what is the behavioral component of Jan's attitude to the employees who did not sign out of the office?

A) Jan believes that it is important that she know exactly who is in the office at any given time.
B) Jan does not like that some employees do not sign out of the office when they take lunch.
C) Jan finds it impossible to keep track of who is actually in the office.
D) Jan becomes frustrated with those employees who do not sign out of the office.
E) Jan notes which employees leave the office without signing out, and reports them to their supervisors.

Question 19

In this situation Mrs. Jonas has a/an ________ that is in conflict with a/an ________.

A) behavior; behavior
B) attitude; attitude
C) social need; social interest
D) social need; social need
E) behavior; attitude

Question 20

The theory of cognitive dissonance was proposed by ________.

A) Maslow
B) Festinger
C) Hofstede
D) Skinner
E) Pavlov

Question 21

The degree to which a person identifies with his or her job, actively participates in it, and considers his or her performance as being important to self-worth is ________.

A) job satisfaction
B) job involvement
C) job stability
D) organizational commitment
E) social embeddedness

Question 22

Compared to people who have a negative core self-evaluation, people who have a positive core self-evaluation ________.

A) are less satisfied with their jobs
B) see their work as less challenging
C) see their work as less fulfilling
D) are less likely to gravitate toward challenging jobs
E) are less likely to give up when confronting difficulties

Question 23

In her work in the publishing industry, Vera seeks out new authors who she considers promising. In the past two years she has found a number of new writers whose work she thought was exceptional, and immersed herself in the task of helping them shape their manuscripts for submission to her managers for publishing. Although she was extremely proud of the results, none of the authors she worked with were chosen for publication. Vera believes that the decision not to publish these authors was based on personal rivalries within management, rather than the quality of her writers' work. She is extremely frustrated, dreads coming into work each morning, and is seriously thinking of resigning. How can Vera's job attitudes best be described?

A) low job satisfaction and low job involvement
B) low job satisfaction and high job involvement
C) high job satisfaction and low job involvement
D) high job satisfaction and high job involvement
E) low organizational commitment

Question 24

Ramiro has been a forklift driver for the local grocery store for six years. He earns $32,000 a year. He works with a nice crew. He plays softball with his coworkers on the weekends. They also volunteer together at the local food bank during the holidays, and socialize with their families at summer picnics. Ramiro is highly satisfied with his job. Which of the following is the most probable cause of Ramiro's high job satisfaction?

A) pay
B) promotion
C) high stress
D) social context
E) work itself

Question 25

Guillermo's wife was recently diagnosed with breast cancer. Guillermo had to take a considerable amount of time off work to care for their children, and he was late in completing his portion of a large project. Guillermo never feared that his job was in jeopardy because of his absences or his delay in completion of work. This is an example of which major job attitude?

A) psychological empowerment
B) perceived organizational support
C) organizational commitment
D) employee engagement
E) job involvement

Question 26

The attitude-behavior relationship is likely to be much stronger if the attitude ________.

A) refers to something that the individual has direct personal experience with
B) must be defended against the attitudes of society at large
C) is perceived to be of little importance
D) is related to organizational structure
E) is not regularly discussed and examined

Question 27

Toni has decided that she'll just get a new job and get away from the problem. Toni is dealing with her dissatisfaction through ________.

A) exit
B) voice
C) loyalty
D) neglect
E) acceptance

Question 28

Which of the following is the best method for measuring job satisfaction?

A) a single global rating system of 1 to 5 (highly satisfied to highly dissatisfied)
B) the summation of satisfaction of various job facets to reveal an overall score
C) job satisfaction is too broad of a term and there is no good way to measure it
D) the single global rating system and the job facets score are equally accurate
E) the length of time an employee stays on the job and is engaged

Question 29

Henry is dissatisfied with his job but believes that his supervisor is a good man who will do the right thing. Henry has decided that if he just waits, conditions will improve. Henry's approach to this problem is termed ________.

A) exit
B) voice
C) loyalty
D) neglect
E) reification

Question 30

Charles makes $24,000 a year. Ana makes $40,000 a year. Ellis makes $75,000 a year. Adam makes $75,000 a year. Shonali makes $30,000 a year. Which of the following is not a true statement about the usual correlation between pay and job satisfaction?

A) Charles is less likely to be satisfied with his job than Adam.
B) Ana is as likely to be satisfied with her job as Ellis.
C) Ellis and Adam are more likely to be satisfied with their jobs than Shonali.
D) Charles is less likely to be satisfied with his job than Shonali.
E) Shonali is as likely to be satisfied with her job as Charles.

Question 31

Research indicates that, in general, people express high job satisfaction in the U.S. However, which of the following is the lowest category of satisfaction in recent polls?

A) pay
B) coworkers
C) work schedule
D) physical environment
E) supervisors

Question 32

Of the following attitudes, the best predictor of turnover is ________.

A) pay
B) supervision
C) organizational commitment
D) cognitive dissonance
E) affective dissonance

Question 33

Job satisfaction is best described as ________.

A) a result
B) a value
C) an attitude
D) causing high performance
E) a valued discipline

Question 34

The following are methods of measuring employee attitudes: I. a one-question global rating
II) a summation score made up of a number of job facets
III) a 360° battery
Which of these methods are the best to use in order to measure job satisfaction?

A) I only
B) II only
C) III only
D) I and II are equally as good
E) II or III are equally as good

Question 35

Which of the following is not considered a major job attitude by OB researchers?

A) job satisfaction
B) positive personality
C) organizational commitment
D) employee engagement
E) job involvement

Question 36

Susan has composed a list of concerns along with her suggestions for improving conditions. Susan is dealing with her dissatisfaction through ________.

A) exit
B) voice
C) loyalty
D) neglect
E) acceptance

Question 37

What refers to a positive feeling about a job, resulting from an evaluation of its characteristics?

A) job satisfaction
B) job involvement
C) job stability
D) organizational commitment
E) social investment

Question 38

Which of the following statements is not a finding from independent studies conducted among workers in the U.S. and other developed countries over the past 30 years?

A) Most workers are satisfied with their jobs overall.
B) U.S. trends are generally applicable to other developed countries.
C) Employees tend to be most satisfied by the work itself.
D) Rate of pay is strongly correlated with job satisfaction for almost all workers.
E) Employees tend to be least satisfied with pay and promotion opportunities.

Question 39

Organizational commitment is defined as ________.

A) the degree to which an employee identifies with the organization they work for and its goals
B) an employee's belief that the organization they work for will go to considerable lengths to ensure that its employees are treated fairly
C) the degree to which an employee's sense of fulfillment and self worth is related to their job
D) the amount of effort an employee will make in order to keep or advance their position in an organization
E) the degree to which an employee believes their work impacts their organization

Question 40

Which of the following statements is not true?

A) Satisfied employees increase customer satisfaction and loyalty.
B) Dissatisfied customers can increase an employee's job dissatisfaction.
C) In service organizations, customer retention and defection are highly dependent on how front-line employees deal with customers.
D) Satisfied employees are likely to be more productive.
E) The most effective way to improve job satisfaction is a raise in pay.

Question 41

Early studies of organizational citizenship behavior (OCB) assumed that it was closely linked with satisfaction. More recent evidence suggests that satisfaction influences OCB, but through perceptions of ________.

A) fairness
B) consistency
C) productivity
D) leadership ability
E) out marketing

Question 42

Ang is very satisfied with his job. On a scale of 1 to 10 he rated his job satisfaction at nearly six. Based on his job satisfaction rating, in which of the following countries is Ang least likely to work?

A) Sweden
B) U.S.A.
C) Denmark
D) Germany
E) Japan

Question 43

Rashid is dissatisfied at work. He feels he is paid too little and asked to do too much. To compensate for his perceived unjust pay, he regularly takes work supplies home for personal use, such as computer ink cartridges, staplers, and reams of paper. Rashid's behavior is an example of ________.

A) employee OCB
B) customer satisfaction
C) absenteeism
D) turnover
E) workplace deviance

Question 44

Attitudes are evaluative statements.

Question 45

Steve is unhappy with his job. He takes every possible vacation and sick day and sometimes shows up for work late. He is expressing his dissatisfaction through ________.

A) exit
B) voice
C) loyalty
D) social voice
E) neglect

Question 46

Mark believes that his manager is a good person and will work things out if Mark just gives him time to do so. Mark is dealing with his dissatisfaction through ________.

A) exit
B) voice
C) loyalty
D) neglect
E) acceptance

Question 47

Which of the following is not an example of OCB?

A) Tell your friends about the company's great work environment.
B) Contribute to a fund for a co-worker to help with medical bills.
C) Discourage a friend from applying for a job at the company.
D) Work over the weekend to make sure a project gets done.
E) Participate in the company's annual holiday secret gift exchange.

Question 48

Sharon is unhappy in her job for many reasons. Yesterday a customer asked her where the shampoo was located. Sharon listlessly replied, "I don't know." She then turned her back on the customer and continued stocking the shelf. This is an example of how job satisfaction can affect ________.

A) employee OCB
B) customer satisfaction
C) absenteeism
D) turnover
E) workplace deviance

Question 49

Which of the following is not generally true?

A) Satisfied workers are productive workers.
B) Productive workers are satisfied workers.
C) Satisfaction is the major determinant of a worker's OCB.
D) Satisfaction comes down to fairness of outcomes, treatments or procedures.
E) Enterprises with a greater percentage of satisfied workers are more effective than those with a smaller percentage of satisfied workers.

Question 50

Who appears to have the highest levels of job satisfaction?

A) employees in the U.S. and Western Europe
B) employees in Eastern Europe
C) employees in most Asian countries
D) employees in Canada and the U.S.
E) employees in Mexico and Venezuela

Question 51

Why should managers be interested in their employees' attitudes?

A) They result from behavior.
B) They cause problems.
C) They give warnings of potential problems.
D) They are generally low.
E) They result in cognitive dissonance.

Question 52

Attitudes are often concrete matters of fact.

Question 53

The following statements are about the relationship between job satisfaction and customer satisfaction for front line employees who have regular customer contact. I. Employee satisfaction is positively correlated to customer satisfaction.
II) Employee satisfaction has no correlation to customer satisfaction.
III) Satisfied customers tend to raise employee satisfaction.
Which of these statements are true?

A) I only
B) II only
C) III only
D) I and III
E) II and III

Question 54

Maria is dissatisfied with the way that her manager treats her. She has quit her job and found a new position with another firm. She has expressed her dissatisfaction through ________.

A) exit
B) voice
C) loyalty
D) neglect
E) social voice

Question 55

Lower job satisfaction ratings in Eastern cultures may be attributed to ________.

A) greater aversion to positive emotions
B) less aversion to negative emotions
C) a larger percentage of workers responding to polls
D) fewer workers responding to polls
E) greater aversion to negative emotions

Question 56

Which of the following is true regarding the relationship between satisfaction and absenteeism?

A) There is a consistent positive relationship between the two.
B) There is a consistent negative relationship between the two.
C) There is a curvilinear relationship between the two.
D) When fairness is controlled for, there is a direct relationship between the two.
E) No relationship can be established between the two.

Question 57

Attending union meetings as a response to dissatisfaction would be what type of response?

A) exit
B) voice
C) loyalty
D) neglect
E) reification

Question 58

The satisfaction-turnover relationship is not affected by ________.

A) lack of job prospects
B) alternative job prospects
C) high human capital
D) ease of job mobility
E) high employee education

Question 59

To get his company through some hard economic times, Ben's hours have just been reduced from 40 a week to 33. Ben is upset about the reduction in time and pay, but he shows up to work every morning and is willing to patiently wait until economic times improve, and he can go back to work full time. Which of the following best describes Ben's response to his dissatisfaction?

A) active, constructive, voice
B) passive, destructive, neglect
C) passive, constructive, loyalty
D) active, destructive, exit
E) active, constructive, loyalty

Question 60

Which of the following statements is not true about attitudes in the workplace?

A) Changing employee attitudes is necessary if you are to manage dissonance.
B) High pay alone is not likely to create a satisfying workplace.
C) Generating positive job attitudes helps lower absenteeism and turnover.
D) Attitudes help determine how well employees perform on the job.
E) Attitudes give warnings of potential problems .

Question 61

According to Festinger, people seek consistency among their attitudes.

Question 62

Rewards can offset dissonance.

Question 63

If the elements creating dissonance are relatively unimportant, the pressure to correct this imbalance will be low.

Question 64

If individuals perceive the dissonance to be an uncontrollable result, they are less likely to be receptive to attitude change.

Question 65

Organizational commitment is a measure of the personal compatibility of a person and their position.

Question 66

Organizational commitment is a more global response to the organization than is job satisfaction.

Question 67

All the following are moderating variables in the attitude behavior relationship: importance of the attitude, its applicability, its accessibility, social pressures, and direct experience.

Question 68

According to Festinger, people seek consistency among their attitudes and their behaviors.

Question 69

If dissonance arises over behavior that people are compelled to take, then their propensity to act to reduce that dissonance is reduced.

Question 70

There are three components of an attitude: cognition, affect, and behavior.

Question 71

High levels of job involvement are related to higher absences.

Question 72

Festinger argued that individuals will seek a stable state where there is a minimum of dissonance.

Question 73

A person with a high level of job satisfaction holds positive attitudes toward the job.

Question 74

The intent to act in a certain way is the affective component of an attitude.

Question 75

An organizational commitment to remain with a company because of moral or ethical obligations is affective commitment.

Question 76

Cognitive dissonance explains the linkage between attitudes and behavior.

Question 77

The more specific the attitude and the more specific the behavior, the stronger the link between the two.

Question 78

If there is an inconsistency between an individual's attitude on a specific issue and his or her behavior, there are only two courses of action available-alter the attitude or alter the behavior.

Question 79

Job involvement refers to an individual's general attitude toward his or her job.

Question 80

Research has concluded that people seek consistency among their attitudes but not between their attitudes and behavior.