SAQ4

1. Compare and contrast the four ways that employees can express job
dissatisfaction. (2 pts)

There are four ways that an employee can express job dissatisfaction:

1. Exit
Employees that are not satisfied with their job can choose to leave the
company and look for a new position elsewhere.

2. Voicing out
Employees can bring up concerns and issues that they are dissatisfied with to
the higher ups or company HR, or suggest improvements by themselves or
through a union that they can form to represent their concerns.

3. Loyalty
Employees can choose to remain with the company and wait passively for
conditions to get better in the organisation. They can also choose to be
optimistic while having faith in the management and stand up for the company
when met with criticism.

4. Neglect
Employees can neglect the issues that they have, and have a high
absenteeism, turnover or error rate which will ultimately cause the issue to
continue to worsen.

Exit is usually the last way that employees will turn to when expressing job
dissatisfaction.

2. Discuss whether employee satisfaction is related to positive customer

outcomes. (3 pts)
Employee satisfaction is related to positive customer outcomes as satisfied
employees will help produce satisfied customers. When employees are satisfied,
they will be more willing to help customers to the best of their ability and provide
them with a high level of customer service, which will result in a better customer
experience that will lead to increased customer loyalty. A high level of customer
loyalty will help increase profits for the company.

3. Explain the significance of emotions. (2pts)

Emotions are important to one’s well-being as it helps us express ourselves and our
needs, which provides us with direction towards the actions we should take.
Emotions give our life meaning and helps us construct our unique self. Human
beings are able to feel and express a wide spectrum of emotions ranging from joy,
sadness, disgust, fear and anger which are fundamentals to the expression of self.

4. Differentiate affect, emotions, and moods. (3 pts)

Affect encompasses both emotions, feelings and moods and it is a wide range of
different feelings that people are able to experience.

Emotion defines an intense feeling that is usually directed towards a source, and it
usually is indicated by body language and facial expressions.
Mood is usually less intense than an emotion and it does not necessarily require a
direct source.

Mood can last longer than emotion which is usually short term. Emotions can turn
into mood when the emotion is not dealt with, and if the event results in the emotion
is ignored. Moods can also affect the intensity of emotion felt when the mood is left
unattended to, therefore emotions and moods influence one another.