9/1/2019

CHAPTER 3:
VALUES, ATTITUDES, AND JOB
SATISFACTION
Instructor: Dr. Nguyen Thi Thanh Thuy

CONTENT

I. VALUES

II. ATTITUDES

III. JOB SATISFACTION

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I. VALUES

 Values. Basic convictions that a specific mode of

conduct or end-state of existence is personally or
socially preferable to an opposite or converse mode of
conduct or end-state of existence.

I. VALUES
1.1 Value systems

 Represent a prioritizing of individual values by:

Content – importance to the individual
Intensity – relative importance with other values
 The hierarchy tends to be relatively stable
 Values are the foundation for attitudes, motivation, and
behavior
 Influence perception and cloud objectivity

2-4

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I. VALUES
1.2 Rokeach Value Survey

• Refers to desirable end-states of existence

Terminal • Goals that a person would like to achieve
values during his or her lifetime

• Refers to preferable modes of behavior,

Instrumental or means of achieving the terminal values
values

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I. VALUES
1.2 Rokeach Value Survey
 A comfortable life (a prosperous life)
 An exciting life (stimulating, active life)
 A sense of accomplishment (lasting contribution)
 A world of peace (free of war and conflict)
 A world of beauty (beauty of nature and the arts)
 Equality (brotherhood, equal opportunity for all)
 Family security (taking care of loved ones)
 Freedom (independence, free choice)
 Happiness (contentedness)

Examples of Terminal Values 2-6

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I. VALUES
1.2 Rokeach Value Survey
 Ambitious (hard working, aspiring)
 Broad-minded (open-minded)
 Capable (competent, efficient)
 Cheerful (lighthearted, joyful)
 Clean (neat, tidy)
 Courageous (standing up for your beliefs)
 Forgiving (willing to pardon others)
 Helpful (working for the welfare of others)
 Honest (sincere, truthful)

Examples of Instrumental Values 2-7

II. ATTITUDES

 Attitudes.
Evaluative statements － either favorable or
unfavorable － concerning objects, people, or
events.
 They reflect how one feels about something.
“ why I like my job?
 Attitude could be defined also as a mental
predisposition to act in a particular way towards a
person or an object.

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II. ATTITUDES

Attitudes Cognitive component

• Attitudes are the feelings and attitude.
beliefs that largely determine
how employees will perceive
their environment, commit
themselves to intend actions
and ultimately behave
• Evaluative statements or
judgments concerning objects,
people, or events.
• Less stable than values
The opinion or belief segment of an
Affective Component
The emotional or feeling segment of an
attitude.
Behavioral Component
An intention to behave in a certain way
toward someone or something.

II. ATTITUDES
Cognitive Dissonance
• Dissonance = Inconsistency or incompatibility
• Any incompatibility between two or more attitudes or
between behavior and attitudes
• Individuals seek to reduce this gap, or “dissonance”

Desire to reduce dissonance depends on

• Importance of elements creating dissonance
• Degree of individual influence over elements
• Rewards involved in dissonance

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II. ATTITUDES

 Recent research indicates that attitudes (A)

significantly predict behaviors (B) when moderating
variables are taken into account.
A B

Moderating Variables
• Importance of the attitude
• Specificity of the attitude
• Accessibility of the attitude
• Social pressures on the individual
• Direct experience with the attitude

II. ATTITUDES
Types of Attitudes
Job Satisfaction
A collection of positive and/or negative feelings that an
individual holds toward his or her job.

Job Involvement
Identifying with the job, actively participating in it, and
considering performance important to self-worth.

Organizational Commitment
Identifying with a particular organization and its goals, and
wishing to maintain membership in the organization
(Affective, Normative, and Continuance Commitment)

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II. ATTITUDES
Types of Attitudes

Perceived Organizational Support (POS)

Degree to which employees feel the organization cares about
their well-being.

Employee Engagement
An individual’s involvement with, satisfaction with, and
enthusiasm for the organization.

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III. JOB SATISFACTION

 Job Satisfaction: A positive feeling about one’s job resulting

from an evaluation of its characteristics or an individual’s
emotional response to work or workplace.

 Job Satisfaction: includes multidimensional psychological

responses to an individual’s job. (by Hulin and judge).

 Job Satisfaction: is the level of contentment employees feel

about their work which can affect performance.

III. JOB SATISFACTION

 Measuring Job Satisfaction

Single global rating
Summation score
 How Satisfied Are People in Their Jobs?
In general, people are satisfied with their jobs.
Depends on facets of satisfaction—tend to be less
satisfied with pay and promotion opportunities.

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III. JOB SATISFACTION

Responses to Job Satisfaction

III. JOB SATISFACTION

Exit Voice
Behavior directed toward Active and constructive
leaving the organization. attempts to improve
conditions.

Loyalty Neglect
Passively waiting for Allowing conditions to
conditions to improve. worsen.

How Employees Can Express Dissatisfaction

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III. JOB SATISFACTION

The Effect of Job Satisfaction on Employee Performance

 Satisfaction and Productivity

Satisfied workers are more productive AND more
productive workers are more satisfied!
Worker productivity is higher in organizations with more
satisfied workers.
 Satisfaction and Absenteeism
Satisfied employees have fewer avoidable absences.
 Satisfaction and Turnover
Satisfied employees are less likely to quit.
Organizations take actions to retain high performers and
to weed out lower performers.

III. JOB SATISFACTION

The Effect of Job Satisfaction on OCBs and
customer satisfaction

 Satisfaction and OCBs

Satisfied employees who feel fairly treated by and are
trusting of the organization are more willing to engage in
behaviors that go beyond the normal expectations of
their job.
 Satisfaction and Customer Satisfaction
Satisfied workers provide better customer service
 Dissatisfied customers increase employee job dissatisfaction.

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III. JOB SATISFACTION

Four Products of Employee-Organization Attitudes

Employee's
Employee Stays Employee is
attitude Positive
terminated
toward

organization
Employee Employee leaves
Negative
leaves by mutual
voluntarily agreement

Positive Negative

Organization’s attitude toward employee

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