Question 1

At times, individuals may need to either hide feelings they are experiencing or fake feelings they are not experiencing. This type of behavior is known as:

Accepted Answer

The type of behavior described is known as emotional labor, which refers to the process of managing one's own emotions to meet the demands of a particular situation, often in a professional setting. This can involve both suppressing emotions that are being felt and creating an appearance of emotions that are not actually felt.

Question 2

The degree of importance that work, in general, holds in an employee's life is known as:

Accepted Answer

The answer of The degree of importance that work, in...

Question 3

Individuals who are driven by, are involved in, and enjoy their work to the extent that they may neglect other areas of their life are known as:

Accepted Answer

Enthusiastic workaholics are individuals who are highly driven by, deeply involved in, and enjoy their work immensely, sometimes to the extent that they may neglect other areas of their life. This term captures the essence of being passionate about work while also hinting at the potential downside of such enthusiasm.

Question 4

The effort, planning, and control required by employees to express organizationally desired emotions during interpersonal interactions is known as:

Accepted Answer

Emotional labor refers to the effort, planning, and control required by employees to express organizationally desired emotions during interpersonal interactions. It involves managing one's emotions in order to perform effectively in a given role or situation. Choice B, emotion control, is a more general term that can refer to any attempt to manage or regulate one's emotions. Choices C and D are not commonly used terms in the field of organizational behavior.

Question 5

Research has indicated that employees' smiles predict customer satisfaction and higher customer ratings of service, EXCEPT:

Accepted Answer

Genuine smiles are crucial for customer satisfaction. If a customer perceives a smile as insincere, it can negatively impact their experience, regardless of the employee's intention to provide good service. Authenticity in service interactions is key to achieving positive customer outcomes.

Question 6

The four major categories of antecedents of job satisfaction include job characteristics, individual characteristics, social factors, and:

Accepted Answer

The fourth major category of antecedents of job satisfaction is growth opportunities, which refer to the ways in which employees can develop and advance in their careers. This includes opportunities for training and development, promotions, and skills acquisition. Growth opportunities are important for job satisfaction because they allow employees to feel that they are continually learning and improving, which can enhance their sense of fulfillment and engagement in their work.

Question 7

Janice dislikes her job and does not believe that her work affects anyone in a meaningful way. According to the theory of planned behavior, Janice's negative feelings toward her job are her:

Accepted Answer

Janice's negative feelings toward her job are her attitudes, as attitudes refer to a person's overall evaluation or feeling toward a particular object or situation. The theory of planned behavior considers attitudes as one of the three factors that influence behavioral intention, alongside subjective norms and perceived behavioral control.

Question 8

Johanna believes that her company cares about her well-being and values her contribution. Johanna's feelings are best characterized as having:

Accepted Answer

Johanna's feelings best align with perceived organizational support (POS), which refers to the extent to which an organization values and cares for its employees and their well-being. POS has been found to be associated with positive outcomes such as job satisfaction, commitment, and performance. Organizational involvement (A) refers to an employee's commitment to the organization's goals and mission, work centrality (C) refers to the importance of work in an individual's life, and continuance commitment (B) refers to an employee's perceived costs of leaving an organization. While these concepts are related to attitudes toward the organization, they do not capture the specific dimension of perceived support.

Question 9

Abby works at the front desk of a hotel, and guests often act rudely and aggressively towards her. Abby finds herself hiding her anger, waiting until she gets home to vent her frustration. The type of emotion regulation that Abby displays is referred to as:

Accepted Answer

Abby is suppressing her true emotions by hiding her anger, which is what suppression is. Choice A, augmentation, refers to the amplification of an emotion, which does not apply in this situation. Choice B, depression, refers to a mood disorder, which is not relevant here. Choice C, masking, refers to expressing one emotion while feeling another, which is not the case here as Abby is not expressing a fake emotion.

Question 10

Researchers consistently find that workers who experience _____ also experience higher rates of stress.

Accepted Answer

Emotional dissonance refers to the discrepancy between the emotions workers feel and the emotions they are required to display as part of their job. When workers experience this discrepancy, it can lead to feelings of inauthenticity, which can result in higher rates of stress.

Question 11

Individuals who attempt to feel the emotions they are displaying at work are engaging in _____, whereas individuals who simply fake their emotions without trying to actually experience them are engaging in _____.

Accepted Answer

Deep acting involves attempting to genuinely feel the emotions being displayed, while surface acting involves only faking the emotions without a genuine attempt to experience them. Option A correctly identifies these terms. Option B, C, and D either reverse the terms or use different terminology.

Question 12

Employees whose true feelings are different from the emotions they project on their jobs are experiencing:

Accepted Answer

Emotional dissonance refers to the conflict between the emotions an individual wants to project and the emotions they actually feel. It often occurs in jobs that require employees to display particular emotions, such as customer service roles, and can lead to emotional exhaustion and burnout.

Question 13

Oswald finds that work holds an important place in his life; when he was laid off, he felt that an important part of his life was missing. We might characterize Oswald as having a high level of:

Accepted Answer

Work centrality refers to the extent to which work is important and central to an individual's life. Oswald's feeling of loss when he was laid off indicates that work plays a significant role in his life, which aligns with having a high level of work centrality. A high level of job involvement refers to the extent to which an individual is personally invested in and committed to their job tasks. Task importance refers to how important specific tasks are within a job or role. Citizenship orientation refers to an individual's willingness to go above and beyond their job requirements to contribute to their organization and community. While these concepts may overlap to some extent, none directly align with Oswald's situation as described in the question.

Question 14

Job satisfaction consists of two components: a cognitive component and a(n) _____ component.

Accepted Answer

The cognitive component of job satisfaction refers to an individual's beliefs and opinions about their job, while the affective component refers to the emotional or feeling component of satisfaction. Therefore, the best answer is B) affective.

Question 15

Research suggests that managers who experience high levels of Perceived Organizational Support are more likely to _____ their employees.

Accepted Answer

Managers who feel that their organization values their contributions and cares about their well-being are more likely to reciprocate that support to their employees. This could manifest in various ways, such as providing resources, listening to their concerns, and offering opportunities for growth and development. Managers who do not perceive support from their organization may be more focused on their own needs and goals, potentially leading to neglect or exploitation of their employees.

Question 16

One way organizations can lessen the burden of emotional labor in, for example, a customer service job, is by:

Accepted Answer

Hiring employees who are a good "fit" for a customer-service type of organization can lessen the burden of emotional labor as these individuals are more likely to naturally possess the skills and temperament needed for such roles, reducing the strain of managing emotions.

Question 17

Zac, who works at a children's photography studio, is often required to act happy, laugh, and be excited in order to get the children to smile. The type of emotion regulation that Zac displays is referred to as:

Accepted Answer

Amplification is the type of emotion regulation where an individual enhances the expression of an emotion that they are already feeling. In this case, Zac is amplifying his happiness and excitement in order to get the children to smile.

Question 18

The way in which individuals monitor their emotions and the expression of those emotions is known as:

Accepted Answer

Emotion regulation refers to the process by which individuals monitor and manage their own emotional experiences and expressions. This can involve techniques such as reappraisal, suppression, and distraction to modify the intensity or duration of emotional states. Affective disposition refers to an individual's general tendency to experience positive or negative emotions in response to different situations or stimuli. Attitudes refer to the beliefs, values, and opinions that guide behavior and decision-making. Emotion control may be used interchangeably with emotion regulation, but may also refer specifically to efforts to conceal or fake emotions in social situations.

Question 19

Ruby works in an elementary school. At times, young children swear at each other, which Ruby finds amusing, but she must hide her amusement so she can properly scold the children. The type of emotion regulation Ruby displays is referred to as:

Accepted Answer

Suppression refers to the conscious effort to hide or keep emotions from being expressed outwardly. In this case, Ruby is suppressing her amusement in order to properly scold the children.

Question 20

According to the theory of planned behavior, an individual's belief about how easy or difficult the performance of a behavior is likely to be is known as:

Accepted Answer

Perceived behavioral control refers to an individual's belief about how easy or difficult the performance of a behavior is likely to be according to the theory of planned behavior. This factor is considered a key determinant of behavior in this theory. The other options, such as intention, objective norm, and subjective norm, refer to other components of the theory.

Quiz 10: Job Attitudes: Antecedents and Consequences