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Copyright 2011 by The McGraw-Hill Companies, Inc. All rights reserved.
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Chapter4 JobSatisfaction
Copyri ght 2011 by the McGraw-H il l Companies, Inc. Al l r ights reserved.McGraw-Hill/Irwin
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Learning Goals
What is job satisfaction?
What are values, and how do they affect jobsatisfaction?
What specific facets do employees considerwhen evaluating their job satisfaction?
Which job characteristics can create a sense ofsatisfaction with the work itself?
How is job satisfaction affected by day-to-dayevents?
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Learning Goals, Contd
What are mood and emotions, and what
specific forms do they take?
How does job satisfaction affect job
performance and organizational commitment?
How does it affect life satisfaction?
What steps can organizations take to assess
and manage job satisfaction?
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Discussion Questions
Think about the worst job you have ever held
in your life.
How do you feel during the course of the day?
How do those feelings influence the way you
behaved?
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Job Satisfaction
Job satisfactionis a pleasurable emotional
state resulting from the appraisal of ones job
or job experiences.
It represents how youfeelabout your job and
what you thinkabout your job.
49 percent of Americans are satisfied with their
jobs, down from 58 percent a decade ago.
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Why Are Some Employees More Satisfied
than Others?
At a general level, employees are satisfied
when their job provides the things that they
value.
Valuesare those things that people
consciously or subconsciously want to seek or
attain.
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Commonly Assessed Work Values
Table
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Value-Percept Theory
Value-percept theoryargues that job satisfactiondepends on whether youperceive that your jobsupplies the things that you value.
People evaluate job satisfaction according to specificfacets of the job.
Dissatisfaction = (Vwant - Vhave) (Vimportance)
Vwant reflects how much of a value an employee wants
Vhave indicates how much of that value the job supplies
Vimportance reflects how important the value is to theemployee
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The Value-
Percept
Theory of Job
Satisfaction
Figure4
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Value-Percept Theory, Contd
Pay satisfactionrefers to employees feelingsabout their pay, including whether it is asmuch as they deserve, secure, and adequatefor both normal expenses and luxury items.
Promotion satisfactionrefers to employeesfeelings about the companys promotion
policies and their execution, including
whether promotions are frequent, fair, andbased on ability.
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Value-Percept Theory, Contd
Supervision satisfactionreflects employees feelingsabout their boss, including whether the boss iscompetent, polite, and a good communicator. Can they help me attain the things that I value?
Are they generally likable?
Coworker satisfaction refers to employees feelingsabout their fellow employees, including whethercoworkers are smart, responsible, helpful, fun, andinteresting as opposed to lazy, gossipy, unpleasant,
and boring. Can they help me do my job?
Do I enjoy being around them?
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Value-Percept Theory, Contd
Satisfaction with the work itselfreflects
employees feelings about their actual work
tasks, including whether those tasks are
challenging, interesting, respected, and make
use of key skills rather than being dull,
repetitive, and uncomfortable.
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Correlations Between Satisfaction Facets
and Overall Job Satisfaction
Figure4
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Critical Psychological States
Meaningfulness of workreflects the degree to whichwork tasks are viewed as something that counts inthe employees system of philosophies and beliefs.
Responsibility for outcomescaptures the degree to
which employees feel that they are key drivers of thequality of the units work.
Knowledge of resultsreflects the extent to whichemployees know how well (or how poorly) they are
doing.What type of tasks create these psychological states?
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Job Characteristics Theory
Figure4
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Job Characteristics Theory, Contd
Autonomyis the degree to which the jobprovides freedom, independence, anddiscretion to the individual performing the
work. Feedbackis the degree to which carrying out
the activities required by the job provides theworker with clear information about how well
he or she is performing.Reflects feedback obtained directly from the job as
opposed to feedback from coworkers or supervisors.
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Job Characteristic Moderators
Knowledge and skill
Growth need strength
Captures whether employees have strong needs
for personal accomplishment or developing
themselves beyond where they currently are.
Bothof these increase the strength of the
relationships within the model
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Growth Need Strength as a Moderator of Job
Characteristic Effects
Fig
ure4
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Job Enrichment
Job enrichmentis the process of using the five
items in the job characteristics model to
create more satisfaction
Duties and responsibilities associated with a job are
expanded to provide more variety, identity, autonomy, and
so forth.
Enrichment efforts can indeed boost job satisfaction levels,
and heighten work accuracy and customer satisfaction,though training and labor costs tend to rise as a result of
such changes.
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Moods and Emotions
Job satisfaction reflects what you think and
feel about your job.
Rational
Emotional
A satisfied employee feels good about his or
her job on average.
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Moods and Emotions, Contd
Moodsare states of feeling that are often mild in
intensity, last for an extended period of time, and are
not explicitly directed at or caused by anything.
PleasantActivated
Im feeling grouchy
According to the affective events theory, workplace
events can generate affective reactionsreactions
that then can go on to influence work attitudes and
behaviors.
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Hour-by-Hour Fluctuations in Job
Satisfaction during the Workday
Figure4-5
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Different Kinds of Mood
Figure
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Moods and Emotions, Contd
Emotionsare states of feeling that are often intense,
last for only a few minutes, and are clearly directed
at (and caused by) someone or some circumstance.
Positive emotionsinclude joy, pride, relief, hope, love, andcompassion.
Negative emotionsinclude anger, anxiety, fear, guilt,
shame, sadness, envy, and disgust.
Im feeling angry at my bossEmotions are always about something.
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Different Kinds of Emotions
Table
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Discussion Questions
What emotion do you think an employee
experiences reading a disrespectful e-mail
from their boss?
What emotion do you think an employee
enjoys during a funny conversation with a
friend?
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Moods and Emotions, Contd
Emotional laboris the need to manageemotions to complete job duties successfully.
Flight attendants
Emotional contagionshows that one personcan catch or be infected by the emotionsof another person.
Customer service representative
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Why Are
Some
EmployeesMore
Satisfied than
Others?Figure4-7
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How Important is Satisfaction?
Job satisfaction does influence job performance. It is moderately correlated with task performance.
Satisfied employees do a better job of fulfilling the dutiesdescribed in their job descriptions.
Job satisfaction is correlated moderately withcitizenship behavior. Satisfied employees engage in more frequent extra mile
behaviors to help their coworkers and their organization.
Job satisfaction influences organizational
commitment. Job satisfaction is strongly correlated with affective
commitment, so satisfied employees are more likely towant to stay with the organization.
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Effects of Job Satisfaction on Performance
and Commitment
Figure4
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Life Satisfaction
Job satisfaction is strongly related to life
satisfaction, or the degree to which employees
feel a sense of happiness with their lives.
People feel better about their lives when they feelbetter about their jobs
Increases in job satisfaction have a stronger impact on
life satisfaction than do increases in salary or income.
OB on Screen
Michael Clayton
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How We Spend Our Days
Table
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Application: Tracking Satisfaction
Several methods assess the job satisfaction of rank-and-file employees, including focus groups, interviews, andattitude surveys. Attitude surveys can provide a snapshot of how satisfied the
workforce is and, if repeated over time, reveal trends in
satisfaction levels.
Job Descriptive Index (JDI)
Attitude surveys ideally should be a catalyst for some kind ofimprovement effort.
An organization that struggles with satisfaction with thework itself could attempt to redesign key job tasks or, ifthat proves too costly, train supervisors in strategies forincreasing the five core job characteristics on a moreinformal basis.
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Excerpts from the Job Descriptive Index
and the Job in General Scale
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Takeaways
Job satisfaction is a pleasurable emotional stateresulting from the appraisal of ones job or jobexperiences. It represents how you feel about yourjob and what you think about your job.
Values are things that people consciously orsubconsciously want to seek or attain. Accordingto value-percept theory, job satisfaction depends
on whether you perceive that your job suppliesthose things that you value.
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Takeaways, Contd
Employees consider a number of specific facets
when evaluating their job satisfaction. These
facets include pay satisfaction, promotion
satisfaction, supervision satisfaction, coworkersatisfaction, and satisfaction with the work itself.
Job characteristics theory suggests that five core
characteristicsvariety, identity, significance,autonomy, and feedbackcombine to result in
particularly high levels of satisfaction with the
work itself.
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Takeaways, Contd
Apart from the influence of supervision, coworkers,
pay, and the work itself, job satisfaction levels
fluctuate during the course of the day. Rises and falls
in job satisfaction are triggered by positive andnegative events that are experienced. Those events
trigger changes in emotions that eventually give way
to changes in mood.
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Takeaways, Contd
Moods are states of feeling that are often mild in intensity,
last for an extended period of time, and are not explicitly
directed at anything. Intense positive moods include being
enthusiastic, excited, and elated. Intense negative moods
include being hostile, nervous, and annoyed. Emotions arestates of feeling that are often intense, last only for a few
minutes, and are clearly directed at someone or some
circumstance. Positive emotions include joy, pride, relief,
hope, love, and compassion. Negative emotions includeanger, anxiety, fear, guilt, shame, sadness, envy, and
disgust.
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Takeaways, Contd
Job satisfaction has a moderately positive relationship withjob performance and a strong positive relationship withorganizational commitment. It also has a strong positiverelationship with life satisfaction.
Organizations can assess and manage job satisfaction usingattitude surveys such as the Job Descriptive Index (JDI),which assesses pay satisfaction, promotion satisfaction,supervisor satisfaction, coworker satisfaction, andsatisfaction with the work itself. It can be used to assess the
levels of job satisfaction experienced by employees, and itsspecific facet scores can identify interventions that could behelpful.
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