Deck 2: Attitudes and Job Satisfaction

Question 1

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

A) High job involvement is not necessarily a good indicator of high job satisfaction.
B) Attitudes give warnings of potential problems
C) High pay alone is not likely to create a satisfying workplace.
D) Generating positive job attitudes helps lower absenteeism and turnover.
E) Attitudes help determine how well employees perform on the job

Answer 1

A

Question 2

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

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

Answer 2

C

Question 3

Mrs. Ibrahim believes strongly that it is important that worker's rights be respected, and that one of the more important ways of doing this is to ensure that all workers be properly documented. She is supervising a contracting company that is building a new warehouse for her company. While doing this she discovers that many of the workers employed by the contractor are undocumented foreign workers working for well below minimum wage.

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

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

Answer 3

Festinger

Question 4

Which of the following is an example of an attitude?

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

Question 5

Which of the following is not a moderating variable of the attitude-behavior relationship?

A) accessibility
B) social pressures
C) consistency
D) direct experience
E) importance

Question 6

An important moderator of the satisfaction-turnover relationship is the_____________.

A) employee's values and attitudes
B) management's style
C) organization's culture
D) employee's level of workplace deviance
E) employee's level of performance

Question 7

Of the following, the best predictor of turnover is_____________ .

A) affective dissonance
B) organizational commitment
C) job involvement
D) job satisfaction
E) cognitive dissonance

Question 8

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

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

Question 9

Mrs. Ibrahim believes strongly that it is important that worker's rights be respected, and that one of the more important ways of doing this is to ensure that all workers be properly documented. She is supervising a contracting company that is building a new warehouse for her company. While doing this she discovers that many of the workers employed by the contractor are undocumented foreign workers working for well below minimum wage.

-It is safe to say that this wouldn't be a problem if Mrs. Ibrahim was _____________.

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

Question 10

Mrs. Ibrahim believes strongly that it is important that worker's rights be respected, and that one of the more important ways of doing this is to ensure that all workers be properly documented. She is supervising a contracting company that is building a new warehouse for her company. While doing this she discovers that many of the workers employed by the contractor are undocumented foreign workers working for well below minimum wage.

-Mrs. Ibrahim 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) coming to accept that using undocumented workers does not harm workers' rights
D) attempting to stop the contractor using undocumented workers
E) any of the above

Question 11

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

Question 12

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

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

Question 13

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) reactive
E) behavioral

Question 14

Festinger argued that cognitive dissonance is_____________ .

A) unpleasant
B) confounding
C) physically painful
D) exhausting
E) monotonous

Question 15

Which of the following statements is not true?

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

Question 16

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

Question 17

The following are possible actions that an individual may take if they behave in a way that is inconsistent with an attitude that they hold: I: change the behavior II: change the attitude
III: rationalize the behavior IV: ignore the inconstancy

-
Which of these actions are the most likely to be taken?

A) One of I, III or IV
B) One of II, III or IV
C) Either I, or II
D) Either III or IV
E) One of I, II or III

Question 18

In her work in the publishing industry, Zara 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. Zara 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 Zara's job attitudes best be described?

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

Question 19

Quietly continuing to do your work when you know things won't improve, is what type of response to dissatisfaction?

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

Question 20

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

Question 21

Dan strongly believes that it is important that he spends time with his children on the weekends. Which of the following situations would most likely result in a very strong desire to reduce cognitive dissonance?

A) Working over the weekend in order to free up time for a golf game later in the week.
B) Working over the weekend in order to complete a project for a client vital to the company.
C) Being made by his boss to work weekends or lose his job.
D) Working over the weekend in order to secure a large cash bonus.
E) Working over the weekend in order to cover for a sick friend.

Question 22

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

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

Question 23

Mrs. Ibrahim believes strongly that it is important that worker's rights be respected, and that one of the more important ways of doing this is to ensure that all workers be properly documented. She is supervising a contracting company that is building a new warehouse for her company. While doing this she discovers that many of the workers employed by the contractor are undocumented foreign workers working for well below minimum wage.

-Mrs. Ibrahim is likely experiencing ________________ .

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

Question 24

"Dissonance" means ________________ .

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

Question 25

Who appears to have the highest levels of job satisfaction?

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

Question 26

Employees at Acme Express are dissatisfied with working conditions, salary, and the general attitude of management. Mahir, Sameh, and Tanya are good friends who work at Acme, yet each seems to be reacting differently to the problems at work.

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

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

Question 27

Amir is dissatisfied with the way that his manager treats him. He has quit his job and found a new position with another firm. He has expressed his dissatisfaction through __________________.

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

Question 28

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

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

Question 29

Which of the following is not generally true?

A) Satisfaction comes down to fairness of outcomes, treatments or procedures.
B) The negative correlation between job satisfaction and absenteeism is strong.
C) Satisfaction is a major determinant of a worker's OCB.
D) Enterprises with a greater percentage of satisfied workers are more effective than those with a smaller percentage of satisfied workers.
E) Satisfied workers are likely to be more productive workers.

Question 30

Organizational commitment is defined as ________________.

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

Question 31

Which of the following statements is not a finding from independent studies conducted recently among workers in the Arab world?

A) Employees tend to be least satisfied with pay and promotion opportunities.
B) Employees tend to be most satisfied by interpersonal relations with fellow workers.
C) Rate of pay is strongly correlated with job satisfaction for almost all workers.
D) Most workers are satisfied with their jobs overall.
E) 40% of respondents are not satisfied with the level of job security and the pay and benefits.

Question 32

What refers to an individual's general attitude toward his or her job?

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

Question 33

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

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

Question 34

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

Question 35

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

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

Question 36

Why should managers be interested in their employees' attitudes?

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

Question 37

The theory of cognitive dissonance was proposed by ________________ .

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

Question 38

Employees at Acme Express are dissatisfied with working conditions, salary, and the general attitude of management. Mahir, Sameh, and Tanya are good friends who work at Acme, yet each seems to be reacting differently to the problems at work.

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

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

Question 39

The following statements are about the relationship between job satisfaction and customer satisfaction for frontline 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 and III
B) II only
C) III only
D) II and III
E) I only

Question 40

Perceived Organizational Support (POS) is best described as:

A) an employee's obligation to remain with the organization for moral or ethical reasons.
B) the amount of time an organization spends arranging public relations activities
C) the degree to which an employee believes in the values of the organization
D) the degree to which an employee is willing to promote the organization to the general public
E) the degree to which employees believe that the organization values their contribution and cares about their wellbeing

Question 41

Job satisfaction is best described as ________________.

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

Question 42

Loyalty is a passive and constructive response to dissatisfaction.

Question 43

In organizations, attitudes are important because they affect job behavior.

Question 44

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

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

Question 45

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

Question 46

Which of the following statements would have been most likely made by an employee with a high degree of job involvement?

A) "I enjoy working with my hands, so much so that on the days when my job requires me to actually physically build something time flies by without me even noticing it."
B) "My skills make me exceptionally valuable to the company."
C) "I'm a harder worker than most of my colleagues, even to the degree I am carrying some of the lazier ones."
D) "I love my job. It is engaging, pays well, and is low pressure, enough that I don't have to be always worrying about it in my time off."
E) "It felt great to get promoted; I guess the guys upstairs really did appreciate the way I had been running things."

Question 47

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

Question 48

High levels of job involvement are related to higher absences.

Question 49

Jamila is a security officer. Jamila 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. Jamila 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 Jamila's attitude to the employees who did not sign out of the office?

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

Question 50

Your supervisor is trying to assess the degree to which those working for her are satisfied with their jobs. You are trying to gather information from your peers that might help her in her aim to improve job satisfaction.
You should advise her that a single global rating question such as "Are you satisfied with your job?" will be as good an indicator as a more sophisticated questionnaire.

Question 51

Neglect is an active and destructive response to dissatisfaction.

Question 52

A person who holds positive attitudes toward a job necessarily has a high level of job satisfaction.

Question 53

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

Question 54

Employees at Acme Express are dissatisfied with working conditions, salary, and the general attitude of management. Mahir, Sameh, and Tanya are good friends who work at Acme, yet each seems to be reacting differently to the problems at work.

-Sameh has composed a list of concerns along with her suggestions for improving conditions. Sameh is dealing with her dissatisfaction through ________________ .

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

Question 55

Mrs. Ibrahim believes strongly that it is important that worker's rights be respected, and that one of the more important ways of doing this is to ensure that all workers be properly documented. She is supervising a contracting company that is building a new warehouse for her company. While doing this she discovers that many of the workers employed by the contractor are undocumented foreign workers working for well below minimum wage.

-In this situation Mrs. Ibrahim has a/an that is in conflict with a/an ________________.

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

Question 56

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

Question 57

Superior performers who are dissatisfied are more likely to leave than poor performers who are dissatisfied.

Question 58

The following answer choices are quotes from employees about their job at Healthy Eating, a chain of health food stores. Which quote most probably comes from an employee who has a great deal of organizational commitment?

A) "The challenging nature of the work and the thoughtful and generous way they treat their staff has made Healthy Eating the best place I have ever worked."
B) "With the benefits it provides, it is vital for me to keep my job. In fact, I will stay with Healthy Eating for as long as I possibly can."
C) "Even though I only work in the produce department for now, it's good to know that the suggestions I make about how the store could be improved are heard and considered by my managers."
D) "I am a great believer in the importance of a healthy diet, so I'm glad I am working for a company that is trying to make simple, healthy food available to all."
E) "I like the fact that in my role as a buyer for Healthy Eating I get to make choices about which food is good enough for us to sell."

Question 59

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

Question 60

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

Question 61

An increase in absenteeism is an example of dissatisfaction expressed through neglect.

Question 62

Attitude surveys alert managers to potential problems.

Question 63

Summing up responses to a number of job factors achieves a more accurate evaluation of job satisfaction than does a single global rating.

Question 64

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

Question 65

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 66

Attitudes and values are synonymous terms.

Question 67

Your supervisor is trying to assess the degree to which those working for her are satisfied with their jobs. You are trying to gather information from your peers that might help her in her aim to improve job satisfaction.
You should advise your supervisor that there is renewed support for the satisfaction-performance relationship at the organizational level.

Question 68

According to Festinger, people seek consistency among their attitudes.

Question 69

At the individual level, satisfaction generally leads to productivity.

Question 70

Actively and constructively attempting to improve conditions is expressing dissatisfaction through loyalty.

Question 71

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

Question 72

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

Question 73

Attitudes are often concrete matters of fact.

Question 74

Rewards can offset dissonance.

Question 75

The evidence indicates that satisfied employees increase customer satisfaction and loyalty.

Question 76

Asking employees how they feel about key elements in a job, then adding the results to create an overall job satisfaction score is the single global rating approach to job satisfaction.

Question 77

In measuring job satisfaction, the two most widely used measuring approaches are a single global rating and a summation score made up of a number of job facets.

Question 78

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

Question 79

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

Question 80

Voice is an active and constructive response to dissatisfaction.