Chapter 4 Job Attitudes: Essentials of Organizational Behavior, 10e (Robbins/Judge)

Essentials of Organizational Behavior, 10e (Robbins/Judge)
Chapter 4 Job Attitudes
1) Which of the following is the best definition of attitudes?

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.
Answer: D
Diff: 2 Page Ref: 47
Topic: Attitudes
2) The belief that "violence is wrong" is an descriptive statement. Such an opinion constitutes the
________ component of an attitude.
A) cognitive
B) affective
C) reflective
D) behavioral
E) reactive
Answer: A
Topic: Attitudes
AASCB Tag: Analytic Skills
3) What are the three components of an attitude?

A) cognitive, behavioral, and dissonant
B) cognitive, affective, and behavioral
C) dissonant, affective, and behavioral
D) behavioral, affective, and correspondent
E) correspondent, cognitive, and affective
Answer: B
Topic: Attitudes
4) The ________ component of an attitude is the emotional or feeling component of that attitude.
A) affective
B) cognitive
C) behavioral
D) evaluative
E) reaffective
Answer: A
Topic: Attitudes
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Copyright © 2010 Pearson Education, Inc. Publishing as Prentice Hall
5) 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.
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 notices 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.
Answer: E
Topic: Attitudes
6) Which of the following is an example of the affective component of an attitude?

A) Satisfaction with a job well done.
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.
Answer: D
Topic: Attitudes
AASCB Tag: Reflective Thinking Skills
7) Which of these actions are the most likely to be taken by Sarah if she behaves in a way that is
inconsistent with an attitude that she holds?
A) Change the behavior.
B) Change the attitude.
C) Rationalize the behavior.
D) Ignore the inconsistency.
E) All of the above.
Answer: E
Topic: Attitudes
2
8) 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
Answer: B
Topic: Attitudes
9) When there are inconsistencies between attitudes or between behavior and attitudes, individuals
will attempt to
A) increase their job-related social relationships.
B) confront their supervisor.
C) reduce their job involvement.
D) reduce dissonance.
E) increase their job satisfaction
Answer: D
Topic: Attitudes
10) The primary organizational implication of cognitive dissonance theory is that it helps to predict
________.
A) overall job satisfaction for employees
B) the likelihood of a given employee engaging in impression management
C) the overall level to which the workforce will accept gender, racial or other types of bias
D) the willingness of the workforce to accept company rules and work practices
E) the inclination towards attitude and behavioral change of the workforce
Answer: E
Topic: Attitudes
11) The theory of cognitive dissonance was proposed by ________.

A) Maslow
B) Festinger
C) Hofstede
D) Skinner
E) Pavlov
Answer: B
Topic: Attitudes
3
12) "Dissonance" means ________.
A) reactance
B) constance
C) resistance
D) consistency
E) inconsistency
Answer: E
Topic: Attitudes
13) Leon Festinger argued that ________ follow(s) ________.

A) behavior; job satisfaction
B) behavior; attitude
C) attitudes; behavior
D) attitudes; job satisfaction
E) job satisfaction; behavior
Answer: C
Topic: Attitudes
14) If Joe knows that stealing from the company is wrong, but he continues to take paper for his
computer home fro his son's homework, Festinger would argue that Joe is experiencing
A) deviant work behaviors.
B) cognitive dissonance.
C) a poor conscience.
D) job dissatisfaction
E) disengagement
Answer: B
Topic: Attitudes
15) Festinger argued that dissonance is ________. Therefore, people will attempt to reduce it.
A) monotonous
B) confounding
C) physically painful
D) exhausting
E) uncomfortable
Answer: E
Topic: Attitudes
4
16) 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."
Answer: E
Topic: Attitudes
17) According to Festinger, people will seek a(n) ________.

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
Answer: E
Topic: Attitudes
18) Mrs. Jonas believes strongly that it is important that workers' 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
aliens working for well below minimum wage. Mrs. Jonas is likely experiencing ________.
A) cognitive dissonance
B) unresolved anger
C) ethical evasion
D) uncertainty avoidance
E) social pressure
Answer: A
Topic: Attitudes
5
19) Mrs. Jonas believes strongly that it is important that worker's rights be respected, and that one
aliens working for well below minimum wage. Mrs. Jonas is experiencing cognitive dissonance. In
this situation Mrs. Jonas has a(n) ________ that is in conflict with a(n) ________.
A) behavior; behavior
B) attitude; attitude
C) social need; social interest
D) social need; social need
E) behavior; attitude
Answer: E
Topic: Attitudes
aliens working for well below minimum wage. It is safe to say that this wouldn't be a problem if
Mrs. Jonas 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
Answer: E
Topic: Attitudes
6
aliens working for well below minimum wage. 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: D
Topic: Attitudes
aliens working for well below minimum wage. Mrs. Jonas can be expected to relieve the
discomfort she is experiencing by engaging in which of the following behaviors?
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) all of the above
Answer: E
Topic: Attitudes
23) Festinger proposed that the desire to reduce dissonance is determined by three 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
Answer: B
Topic: Attitudes
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24) Which of the following is not a moderating variable of the attitude-behavior relationship?
A) direct experience
B) correspondence to behavior
C) power
D) accessibility
E) importance
Answer: C
Topic: Attitudes
25) 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
Answer: A
Topic: Attitudes
26) 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
Answer: B
Topic: Attitudes
27) A person with a high level of job satisfaction holds

A) positive attitudes toward the job.
B) negative attitudes toward the job.
C) positive attitudes toward the organization.
D) negative attitudes toward the organization.
E) indifferent attitudes toward both the organization and the job.
Answer: A
Topic: Attitudes
8
28) ________ refers to an individual's general attitude toward his or her job.
A) Job satisfaction
B) Job involvement
C) Job stability
D) Organizational commitment
E) Social investment
Answer: A
Topic: Attitudes
29) Which of the following statements would have been most likely made by an employee with a
high degree of job involvement?
A) "My skills make me exceptionally valuable to the company."
B) "I'm a harder worker than most of my colleagues, even to the degree I am carrying some of the
lazier ones."
C) "It felt great to get promoted; I guess the guys upstairs really did appreciate the way I had been
running things."
D) "I love my job, it is engaging, well-paid, and low pressure enough that I don't have to be always
worrying about it in my time off."
E) "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."
Answer: C
Topic: Attitudes
30) 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
Answer: B
Topic: Attitudes
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31) OB research has focused on all of the following attitudes EXCEPT
A) job satisfaction.
B) job involvement.
C) employee engagement.
D) perceived organizational support.
E) employee turnover
Answer: E
Topic: Attitudes
32) Job satisfaction is best described as ________.

A) a result
B) a value
C) an attitude
D) causing high performance
E) a valued discipline
Answer: C
Topic: Attitudes
33) The following answer choices are quotes from employees about their job at Healthy Eating, a
chain of health food stores. Which quote most likely comes from an employee who has a great deal
of organizational commitment?
A) "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."
B) "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."
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) "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."
E) "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."
Answer: A
Topic: Attitudes
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34) 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
Answer: A
Topic: Attitudes
35) Sam works for the SPCA because of their involvement with animals. He is demonstrating
which dimension to organization commitment?
A) general organizational commitment
B) affective commitment
C) continuance commitment
D) normative commitment
E) involvement commitment
Answer: B
Topic: Attitudes
36) Which dimension to organizational commitment is reflected in the perceived economic value
of remaining with an organization compared to leaving it?
C) continuance commitment
D) normative commitment
Answer: C
Topic: Attitudes
37) Which dimension to organizational commitment describes an employee who is "tethered" to an

employer simply because there isn't anything better available?
C) normative commitment
D) continuance commitment
Answer: D
Topic: Attitudes
11
38) Of the following, the best predictor of turnover is ________.
A) job satisfaction
B) job involvement
C) affective commitment
D) cognitive dissonance
E) affective dissonance
Answer: C
Topic: Attitudes
39) High levels of job involvement are related

A) positively to organizational citizenship.
B) negatively to absences.
C) positively to job performance.
D) negatively to resignation rates.
E) all of the above.
Answer: E
Topic: Attitudes
40) High job involvement means identifying with ________, while high organizational
commitment means identifying with ________.
A) your employing organization; your specific job
B) your specific job; your employing organization
C) your profession; your specific job
D) your co-workers; your specific job
E) your specific job; your co-workers
Answer: B
Topic: Attitudes
41) The degree to which employees believe the organization values their contribution and cares
about their well-being is known as
A) employee engagement.
B) job involvement.
C) perceived organizational support.
D) job satisfaction.
Answer: C
Topic: Attitudes
12
42) What can a manager do to ensure his employees perceive the organization as supportive?
A) Ensure rewards are deemed fair.
B) Allow employees a voice in decisions.
C) Provide a participative environment.
D) Provide support for employees.
Answer: E
Topic: Attitudes
43) An individual's involvement with, satisfaction with, and enthusiasm for the work he performs
is known as
A) employee engagement.
B) job involvement.
C) loyalty.
D) job satisfaction.
Answer: A
Diff: 1 Page Ref: 52-53
Topic: Attitudes
44) Those employees who have been described as "retired on the job" are considered
A) dissatisfied.
B) disengaged.
C) disloyal.
D) uninvolved.
Answer: B
Topic: Attitudes
45) Which of the following is NOT generally found in businesses whose employees have high-
average levels of engagement?
A) higher levels of customer satisfaction
B) higher levels of productivity
C) higher profits
D) higher turnover
E) lower accident rates
Answer: D
Topic: Attitudes
13
46) "It is suggested that with a weakening of the loyalty of employers to employees (and vice-
versa) in today's workplace, organizational commitment may be replaced with ________
commitment."
A) family
B) occupational
C) hierarchical
D) department
E) socially stratified
Answer: B
Topic: Job Satisfaction
47) What are the most widely used approaches to measuring job satisfaction?
A) engagement surveys
B) a single global rating and a summation score
C) supervision and pay ratings
D) standardized job involvement surveys
Answer: B
48) Which of the following might be a typical element in a job used to measure job satisfaction?
A) nature of the work
B) supervision
C) present pay
D) promotion opportunity
E) all of the above
Answer: E
49) Which of the following statements is NOT true about job satisfaction ?
A) More workers are satisfied with their jobs overall than are dissatisfied.
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.
Answer: D
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50) Which major job-satisfaction facet is the one most strongly correlated with high levels of
overall job satisfaction?
A) advancement opportunity
B) pay
C) enjoying the work
D) supervision
Answer: C
51) All of the following are true about pay and job satisfaction EXCEPT
A) For people who are poor, pay correlates with job satisfaction.
B) Once an individual; reaches a level of comfortable living, pay correlates highly with job
satisfaction.
C) People in the U.S. who earn $75,000 experience no greater levels of job satisfaction than those
who earn $40,000.
D) There is no relationship between average pay and average level of job satisfaction.
E) The richest people on the Forbes 400 list do not have significantly higher overall well-being
scores than Maasai herdsmen in East Africa.
Answer: B
52) The exit-voice-loyalty framework aids in understanding the consequences of

A) pay.
B) low motivation.
C) dissatisfaction.
D) lack of loyalty.
E) low levels of employee engagement.
Answer: C
53) Which response is demonstrated when Joe speaks up to support his company's actions even
when the local newspaper is criticizing them?
A) exit response
B) voice response
C) loyalty response
D) neglect response
E) performance response
Answer: C
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54) When Joe responds to his dissatisfaction with his job by discussing his problems with his
manager, he is using which response?
A) exit response.
B) voice response.
C) loyalty response.
D) neglect response.
E) performance response.
Answer: B
55) Which responses to dissatisfaction allow individuals to tolerate unpleasant situations?

A) exit and neglect responses.
B) neglect and loyalty responses.
C) voice and neglect responses.
D) voice and loyalty responses.
E) exit and voice responses.
Answer: D
56) When union members express dissatisfaction through the grievance procedure, this allows
them to continue in their jobs while convincing themselves they are acting to improve the situation.
Which response is being used?
A) exit response
B) voice response
C) loyalty response
D) neglect response
Answer: B
57) Which of the following is NOT a response to dissatisfaction?

A) exit response
B) voice response
C) loyalty response
D) neglect response
Answer: E
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58) Which of the following is NOT true?
A) Organizations with more satisfied employees tend to be more effective than organizations with
fewer satisfied employees.
B) Making workers happy causes higher levels of productivity.
C) Happy workers are likely to be productive workers.
D) The relationship between job satisfaction and job performance is no longer considered a myth.
E) Job satisfaction is a determinant of OCB.
Answer: B
59) In which facet of job satisfaction are people least satisfied?

A) work itself
B) pay and promotion opportunities
C) job overall
D) supervisor
E) coworkers
Answer: B
Diff: 2 Page Ref: Exh 4-2
60) Evidence suggests that job satisfaction

A) creates productive workers.
B) is unrelated to performance.
C) is the major determinant of a worker's OCB.
D) is unrelated to fairness of outcomes, treatments or procedures.
E) is caused by high pay.
Answer: C
61) 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
Answer: A
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62) Which of the following statements are true?
A) Employee satisfaction is related to positive customer outcomes for those employees with
regular customer contact.
B) Satisfied employees increase customer satisfaction.
C) Dissatisfied customers can increase an employee's job dissatisfaction.
D) Satisfied employees increase customer loyalty.
Answer: E
63) 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.
Answer: E
64) Why do satisfied employees increase customer satisfaction?

A) Satisfied employees are more likely to be friendly.
B) Satisfied employees are less prone to turnover.
C) Customer satisfaction and loyalty are built with employees who customers are familiar with.
D) Customer retention is highly dependent on their interactions with front line employees.
Answer: E
65) Service-oriented businesses like Southwest Airlines obsess about pleasing customers. To
accomplish this end, they also focus on
A) providing the best benefits to employees.
B) building employee satisfaction.
C) paying the highest salaries.
D) offering flextime.
E) offering tuition reimbursement
Answer: B
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66) To focus on building a service-oriented business, companies might do all of the following
EXCEPT
A) hire upbeat, friendly employees.
B) provide training in customer service.
C) conduct external pay surveys.
D) reward customer service.
E) track employee satisfaction through attitude surveys.
Answer: C
67) Which company was the focus of a study on how satisfaction directly leads to attendance?
A) Neiman Marcus
B) Southwest
C) Sears
D) Macy's
E) Four Seasons
Answer: C
68) What did the study of Sears employees that examined satisfaction and absenteeism find?
A) Workers with high satisfaction scores had much higher attendance than those with lower
satisfaction levels.
B) Workers with high satisfaction scores had much lower attendance during snow storms.
C) Workers with low satisfaction scores had much higher attendance than those with higher
satisfaction levels.
D) There was no relationship between satisfaction and attendance.
E) Even satisfied employees will experience high absenteeism during snow storms.
Answer: A
69) Job satisfaction is negatively related to

A) turnover.
B) absenteeism.
C) customer satisfaction.
D) turnover and absenteeism.
E) turnover and customer satisfaction.
Answer: D
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70) 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, moderate 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.
Answer: B
71) An important moderator of the satisfaction-turnover relationship is the ________.

A) employee's level of performance
B) organization's culture
C) management's style
D) employee's values and attitudes
E) employee's level of workplace deviance
Answer: A
72) Which of the following statements is NOT true?

A) An important moderator of the satisfaction-turnover relationship is the employee's level of
performance.
B) Job satisfaction is more important in influencing superior performers to stay than in influencing
poor performers to stay.
C) Job satisfaction is more important in influencing poor performers to stay than in influencing
superior performers to stay.
D) Superior performers are more likely to remain with the organization because of other rewards
they receive.
Answer: B
73) Which of the following factors is likely to impact the job satisfaction-turnover relationship?
A) labor-market conditions
B) length of time with the organization
C) expectations about alternative job opportunities
D) employee's level of performance
E) all of the above
Answer: E
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74) Which of the following is a predictor of deviant behaviors in the workplace?
A) turnover
B) absenteeism
C) dissatisfaction
D) loyalty
E) job involvement
Answer: C
75) Jason has been spending a great deal of work time talking to his co-workers about how
dissatisfied he is with the job. He has spent quite a bit of time discussing unionization. he has
arrived at work intoxicated twice in the last week and has repeatedly taken office supplies home
with him. His behavior might be classified as
A) job enlargement.
B) deviant behavior.
C) separation anticipation.
D) theft.
E) cognitive dissonance.
Answer: B
76) Dissatisfied employees who don't like their jobs will attempt to "get even". This may manifest
itself in which of the following behaviors?
A) quitting
B) surfing the Internet on company time
C) stealing from the company
D) spending more time socializing on the job
E) all of the above
Answer: E
77) A study conducted by a management consulting firm found that those companies with higher
morale
A) experienced a larger growth in their stock prices.
B) experienced a larger growth in market share.
C) experienced a smaller decrease in their stock prices.
D) experienced a smaller decrease in their market share.
E) had more dissatisfied employees.
Answer: A
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78) In a study of large employers, the text reported that ________ percent of senior managers
believe the organization treated its employees well and ________ percent of the employees agreed.
A) 86; 55
B) 55; 86
C) 55; 55
D) 100; 100
E) 100; 0
Answer: A
79) Survey results highlighting the discrepancy between employee morale as perceived by
management and employees themselves suggests that managers need to
A) do more to improve employee morale.
B) administer salary surveys more frequently.
C) care about job satisfaction and then measure it rather than assuming everything is fine.
D) treat employee better.
Answer: C
80) Which of the following statements about job satisfaction is NOT true?
A) Most of the research on job satisfaction has not been conducted in the U.S.
B) People in other cultures form judgments of job satisfaction.
C) Similar factors cause job satisfaction across cultures.
D) Pay is weakly related to job satisfaction in industrialized nations.
Answer: A
Topic: Global Implications
AASCB Tag: Multicultural and Diversity Understanding
81) The highest levels of job satisfaction have been reported in

A) Japan.
B) all the collectivist cultures.
C) the U.S. and western Europe.
D) western Europe.
E) most of Asia.
Answer: C
Diff: 3 Page Ref: Exh 4-4
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82) Higher levels of job satisfaction have been reported in the U.S. and western Europe. This may
be because
A) individuals in western cultures need to work.
B) individuals in western cultures emphasize positive emotions.
C) there is more industrialization in western cultures.
D) individuals in western cultures are more self-critical and geared toward continuous
improvement.
E) these are collectivist societies not focused on individual happiness.
Answer: B
83) Which of the following statements is NOT true about attitudes?

A) Managers need to focus more on keeping resignations and absences down than on employees'
attitudes.
B) Managers should be interested in their employees' attitudes since they give warnings of
potential problems.
C) Managers should be interested in their employees' attitudes since they influence behavior.
D) Measurement of overall job attitude is a useful piece of organizational information.
Answer: A
Topic: Implications for Managers
84) Given that managers want to keep resignations and absences at a minimum, they should focus
on generating
A) positive job attitudes.
B) happy employees.
C) the highest pay rates.
D) the best benefit package.
Answer: A
85) The most important thing a manager can do to raise employee satisfaction is to focus on
A) employee pay.
B) benefits.
C) work hours.
D) intrinsic parts of the job.
E) employee productivity.
Answer: D
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86) Attitudes are evaluative statements about objects, people or events that reflect how we feel
about something.
Answer: TRUE
Topic: Attitudes
87) When Sarah says "I don't like Paris Hilton", she is expressing an attitude.
Answer: TRUE
Topic: Attitudes
88) Attitudes are often concrete matters of fact.

Answer: FALSE
Topic: Attitudes
89) Attitudes and values are synonymous terms.

Answer: FALSE
Topic: Attitudes
90) There are three components of an attitude: cognition, affect, and behavior.
Answer: TRUE
Topic: Attitudes
91) The intent to act in a certain way is the affective component of an attitude.
Answer: FALSE
Topic: Attitudes
92) It is often difficult to separate cognition, affect, and behavior.

Answer: TRUE
Topic: Attitudes
93) In organizations, attitudes are important because they affect job behavior.
Answer: TRUE
Topic: Attitudes
94) Festinger argued that behavior follows attitudes.

Answer: FALSE
Topic: Attitudes
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95) Research has concluded that people seek consistency among their attitudes but not between
their attitudes and behavior.
Answer: FALSE
Topic: Attitudes
96) According to Festinger, people seek consistency among their attitudes and between attitudes
and behavior.
Answer: TRUE
Topic: Attitudes
97) If dissonance arises over behavior that people are compelled to take, then their propensity to
act to reduce that dissonance is reduced.
Answer: TRUE
Topic: Attitudes
98) The theory of cognitive dissonance seeks to explain the linkage between values and attitudes.
Answer: FALSE
Topic: Attitudes
99) Festinger argued that individuals will seek a stable state where there is a minimum of
dissonance.
Answer: TRUE
Topic: Attitudes
100) 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.
Answer: FALSE
Topic: Attitudes
101) Recent research shows that attitudes predict future behavior and refute Festinger's belief
about moderating variables.
Answer: FALSE
Topic: Attitudes
102) Cognitive dissonance helps to explain the linkage between attitudes and behavior.
Answer: TRUE
Topic: Attitudes
25
103) The desire to reduce dissonance between attitude and behavior is in general not moderated by
outside factors.
Answer: FALSE
Topic: Attitudes
104) If the elements creating dissonance are relatively unimportant, the pressure to correct this
imbalance will be low.
Answer: TRUE
Topic: Attitudes
105) If individuals perceive the dissonance to be an uncontrollable result, they will be more
motivated to reduce dissonance.
Answer: TRUE
Topic: Attitudes
106) Rewards can offset dissonance.

Answer: TRUE
Topic: Attitudes
107) The more specific the attitude and the more specific the behavior, the stronger the link
between the two.
Answer: TRUE
Topic: Attitudes
108) Moderating variables in the attitude behavior relationship include the importance of the
attitude, its applicability, its accessibility, social pressures, and direct experience with the attitude.
Answer: FALSE
Topic: Attitudes
109) A person with a high level of job satisfaction holds positive attitudes toward the job.
Answer: TRUE
Topic: Attitudes
110) Jane strongly identifies with her teaching job and regularly communicates how much she
cares about her work. She has a high level of job involvement.
Answer: TRUE
Topic: Attitudes
111) Job involvement refers to an individual's general attitude toward his or her job.
26
Answer: FALSE
Topic: Attitudes
112) High levels of job involvement are positively related to higher absences.
Answer: FALSE
Topic: Attitudes
113) An organizational commitment to remain with a company because of moral or ethical

obligations is affective commitment.
Answer: FALSE
Topic: Attitudes
114) Organizational commitment is a more global response to the organization than is job
satisfaction.
Answer: TRUE
Topic: Attitudes
115) Organizational commitment is a measure of the personal compatibility of a person and their
position.
Answer: FALSE
Topic: Attitudes
116) Organizational commitment is probably less important in predicting job satisfaction today
than it was a generation ago.
Answer: TRUE
Topic: Attitudes
117) Occupational commitment may be more relevant today because it better reflects today's fluid
workforce.
Answer: TRUE
Topic: Attitudes
118) The degree to which employees believe the organization values their contribution and care
and their well-being is known as employee engagement.
Answer: FALSE
Topic: Attitudes
27
119) Disengaged employees have "checked out" and have been described as "retired on the job".
Answer: TRUE
Topic: Attitudes
120) Research has shown that people who have a negative personality are usually less satisfied
with their jobs.
Answer: TRUE
Topic: Attitudes
121) When measuring job satisfaction, the research has supported the summation score approach.
Answer: FALSE
122) Overall, studies over the past 30 years indicated that workers in the U.S. are generally more
satisfied with their jobs than dissatisfied.
Answer: TRUE
123) Of the major job-satisfaction facets, the one most strongly correlated with high levels of
overall job satisfaction is pay.
Answer: FALSE
124) Individuals who are more highly compensated generally have higher average job satisfaction.
Answer: FALSE
125) The exit-voice-loyalty-neglect framework helps us understand why employees are disengaged
from their jobs.
Answer: FALSE
126) The loyalty response to job dissatisfaction involves passively but optimistically waiting for
conditions to improve.
Answer: TRUE
28
127) When dissatisfied employees still remain with the organization, it might be explained by the
voice and loyalty response.
Answer: TRUE
128) At the individual level, satisfaction generally leads to productivity.

Answer: TRUE
129) If Marie is more satisfied with her job, we might expect her to engage in more OCBs.
Answer: TRUE
130) The evidence indicates that satisfied employees increase customer satisfaction and loyalty.
Answer: TRUE
131) Dissatisfied customers can increase an employee's job dissatisfaction.

Answer: TRUE
132) There is a strong negative relationship between job satisfaction and absenteeism.
Answer: FALSE
133) The propensity to quit a job tends to be inversely related to job satisfaction.
Answer: TRUE
134) 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. She will find that turnover and absenteeism are both negatively related
to satisfaction, but the correlation is stronger for absenteeism than for turnover.
Answer: FALSE
29
135) Job satisfaction has greater influence on poor performers than superior performers as it relates
to turnover.
Answer: TRUE
136) Job satisfaction can affect a company's bottom line and stock prices.
Answer: TRUE
137) The research has suggested that job satisfaction is a U.S. concept and other cultures do not
form judgments of job satisfaction.
Answer: FALSE
138) The highest levels of job satisfaction been reported in the U.S. and Asia.
Answer: FALSE
139) Managers should be interested in their employees' attitudes because attitudes influence
behavior.
Answer: TRUE
140) One of the most important things managers can do to raise employee satisfaction is to make
the work challenging and interesting.
Answer: TRUE
141) Discuss the three components of an attitude.

Answer: The three components of an attitude are cognition, affect, and behavior. The cognitive
component is a value statement. Affect is the emotional or feeling segment of an attitude. The
behavioral component of an attitude refers to an intention to behave in a certain way toward
someone or something. Viewing attitudes as being made up of three components helps to
understand the potential relationship between attitudes and behavior.
Page Ref: 48 and Exh 4-1
Topic: Attitudes
30
142) Discuss cognitive dissonance theory and three ways in which individuals might alleviate
dissonance.
Answer: Cognitive dissonance was proposed in the late 1950s by Leon Festinger. The theory
seeks to explain the linkage between attitudes and behavior. Dissonance means an inconsistency.
Cognitive dissonance refers to any incompatibility that an individual might perceive between two
or more of his or her attitudes, or between his or her behavior and attitudes. Individuals will seek a
stable state where there is a minimum of dissonance. Individuals may change their behavior,
reduce dissonance by concluding that the dissonant behavior is not so important after all, or change
their attitude.
Page Ref: 49-50
Topic: Attitudes
143) Discuss the most powerful moderators of the attitudes-behavior relationship.

Answer: The most powerful moderators of the attitudes-behavior relationship are the importance
of the attitude, its correspondence to behavior, its accessibility, whether there exist social
pressures, and whether a person has direct experience with the attitude. Attitudes that individuals
consider important tend to show a strong relationship to behavior. The more closely the attitude
and the behavior are matched, the stronger the relationship. Attitudes easily remembered are more
likely to predict our behavior. Discrepancies between attitudes and behavior are more likely to
occur when social pressures to behave in certain ways hold exceptional power. And he attitude-
behavior relationship is likely to be much stronger if an attitude refers to something with which the
individual has direct personal experience.
Page Ref: 50-51
Topic: Attitudes
144) Explain the difference between job satisfaction, job involvement, and organizational
commitment.
Answer: Job satisfaction refers to an individual's general attitude toward his or her job. A person
with a high level of job satisfaction holds positive attitudes toward the job, while a person who is
dissatisfied with his or her job holds negative attitudes about the job. Job involvement measures
the degree to which a person identifies psychologically with his or her job and considers his or her
perceived performance level important to self-worth. Employees with a high level of job
involvement strongly identify with and really care about the kind of work they do. Organizational
commitment is defined as a state in which an employee identifies with a particular organization
and its goals, and wishes to maintain membership in the organization. So high organizational
commitment means identifying with one's employing organization.
Page Ref: 51-52
Topic: Attitudes
31
145) What are the three dimensions to organizational commitment?
Answer: Organizational commitment is a state in which an employee identifies with a particular
organization and its goals and wishes to maintain membership in that organization. The three
dimensions to organizational commitment are affective, continuance and normative. An affective
commitment is an emotional attachment to the organization and a belief in its values. A
continuance commitment is the perceived economic value of remaining with the organization
compared to leaving it. And a normative commitment is an obligation to remain with the
organization for ethical or moral reasons.
Page Ref: 51-52
Topic: Attitudes
146) What are the major causes of job satisfaction?

Answer: The major job satisfaction facets are the work itself, pay, advancement opportunities,
supervision, and coworkers. Enjoying the work itself is almost always the facet most strongly
correlated with high levels of overall job satisfaction. Most people prefer work that is challenging
and stimulating over work that is predictable and routine. For people who are poor or who live in
poor countries, pay does correlate with job satisfaction and with overall happiness. But, once an
individual reaches a level of comfortable living the relationship virtually disappears. Personality
also plays a role in job satisfaction. Research has shown that people who have a negative
personality (for example, those who tend to be grumpy, critical, and negative) are usually less
satisfied with their jobs.
Page Ref: 55-56
147) Explain the exit-voice-loyalty-neglect framework.

Answer: The exit-voice-loyalty-neglect framework is helpful in understanding the consequences
of dissatisfaction. The exit response involves directing behavior toward leaving the organization.
The voice response involves actively and constructively attempting to improve conditions. The
loyalty response involves passively but optimistically waiting for conditions to improve and
trusting the organization to do the right thing. The neglect response involves passively allowing
conditions to worsen.
Page Ref: 56-57
148) Discuss how job satisfaction can impact productivity, absenteeism and turnover.
Answer: Happy employees are more likely to be productive employees. Organizations with more
satisfied employees tend to be more effective than organizations with fewer satisfied employees.
There is a consistent negative relationship between satisfaction and absenteeism, but the
correlation is moderate. Satisfaction is also negatively related to turnover, but the correlation is
stronger than what was found for absenteeism. An important moderator of the satisfaction-turnover
relationship is the employee's level of performance.
Page Ref: 57-58
32
149) Discuss how employee satisfaction is related to customer satisfaction.
Answer: The evidence indicates that satisfied employees increase customer satisfaction and
loyalty. In service organizations, customer retention and defection are highly dependent on how
front-line employees deal with customers. Satisfied employees are more likely to be friendly,
upbeat, and responsivewhich customers appreciate. And because satisfied employees are less
prone to turnover, customers are more likely to encounter familiar faces and receive experienced
service. These qualities build customer satisfaction and loyalty. Dissatisfied customers can increase
an employee's job dissatisfaction. Employees who have regular contact with customers report that
rude, thoughtless, or unreasonably demanding customers adversely effect the employees' job
satisfaction.
Page Ref: 58
150) Discuss whether job satisfaction is a U.S. concept.

Answer: While most of the research on job satisfaction has been conducted in the U.S., the
evidence strongly suggests that this is not a U.S. concept. People in other cultures form judgments
of job satisfaction. Furthermore, similar factors cause, and result from, job satisfaction across
cultures.
Page Ref: 60
33

Chapter 4 Job Attitudes: Essentials of Organizational Behavior, 10e (Robbins/Judge)

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Chapter 4 Job Attitudes: Essentials of Organizational Behavior, 10e (Robbins/Judge)

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Essentials of Organizational Behavior, 10e (Robbins/Judge)

Chapter 4 Job Attitudes

1) Which of the following is the best definition of attitudes?

3) What are the three components of an attitude?

6) Which of the following is an example of the affective component of an attitude?

11) The theory of cognitive dissonance was proposed by ________.

13) Leon Festinger argued that ________ follow(s) ________.

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

27) A person with a high level of job satisfaction holds

32) Job satisfaction is best described as ________.

37) Which dimension to organizational commitment describes an employee who is "tethered" to an

39) High levels of job involvement are related

52) The exit-voice-loyalty framework aids in understanding the consequences of

55) Which responses to dissatisfaction allow individuals to tolerate unpleasant situations?

57) Which of the following is NOT a response to dissatisfaction?

59) In which facet of job satisfaction are people least satisfied?

60) Evidence suggests that job satisfaction

63) Which of the following statements is NOT true?

64) Why do satisfied employees increase customer satisfaction?

69) Job satisfaction is negatively related to

71) An important moderator of the satisfaction-turnover relationship is the ________.

72) Which of the following statements is NOT true?

81) The highest levels of job satisfaction have been reported in

83) Which of the following statements is NOT true about attitudes?

88) Attitudes are often concrete matters of fact.

89) Attitudes and values are synonymous terms.

92) It is often difficult to separate cognition, affect, and behavior.

94) Festinger argued that behavior follows attitudes.

106) Rewards can offset dissonance.

113) An organizational commitment to remain with a company because of moral or ethical

128) At the individual level, satisfaction generally leads to productivity.

131) Dissatisfied customers can increase an employee's job dissatisfaction.

141) Discuss the three components of an attitude.

143) Discuss the most powerful moderators of the attitudes-behavior relationship.

146) What are the major causes of job satisfaction?

147) Explain the exit-voice-loyalty-neglect framework.

150) Discuss whether job satisfaction is a U.S. concept.

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13) Leon Festinger argued that follow(s) .