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Chapter 3 Values, Attitudes, and Job Satisfaction

MULTIPLE CHOICE

Values

1. ____ represent basic convictions that “a specific mode of conduct or end state of existence is personally or socially preferable to an opposite mode of conduct.”a. Values b. Attitudesc. Convictionsd. Preferences

(a; Moderate; p. 63)

2. The content attribute states a value is:a. complete. b. important.c. a basic conviction.

d. related to behavior.(b; Moderate; p. 63)

3. When we rank an individual’s values in terms of his/her _____, we obtain the person’s valuesystem.a. intensity b. contentc. contextd. social acceptance


4. Values are best described as:a. flexible.

b. synonymous with attitudes.c. consistent among occupational groups.d. fairly stable over time.

(d; Moderate; p. 64)

5. Rokeach studied instrumental values and:a. terminal values. b. attitudes.c. ethical decision making.d. speed of decision making.


6. Rokeach found that the instrumental value of ambitious (hardworking and aspiring) people wasrelated to the terminal value of:a. a comfortable life. b. freedom.c. happiness.d. self-respect.

(a; Challenging; Exh. 3-1; p. 65)

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7. According to Rokeach, _____ values refer to desirable end-states of existence.a. instrumental b. aestheticc. theoreticald. terminal


8. Which of the following was ranked as the highest terminal value by executives?a. family security b. self-respectc. equalityd. freedom

(b; Challenging; Exh. 3-2; p. 65)

9. Frederick and Weber compiled a list of values that are held by different organizational groups.Which of the following groups ranked “honest” as the highest instrumental value?a. union members and activists b. executives and union membersc. executives and activistsd. existentials

(c; Challenging; Exh. 3-2; p. 65)

10. Which category of dominant work values is likely to characterize a 60-year-old employee?a. pragmatism b. egalitarianismc. existentialismd. Protestant work ethic

(c; Challenging; Exh. 3-3; p. 65)

11. At which age is an employee most likely to be characterized by values that place high loyalty on

career?a. 30 b. 40c. 50d. 60

(b; Challenging; p. 66)

12. Those individuals whose lives have been shaped by globalization, MTV, AIDS, and computers;who value flexibility, life options and the achievement of job satisfaction, are referred to as the:a. Veterans. b. Boomers.c. Nexters.d. Xers.

(d; Easy; p. 66)

13. Throughout the mid-1970s, the managerial ranks were dominated by Veterans, whose loyaltieswere to their employer. When faced with ethical dilemmas, their decisions were made in terms of:a. what was best for their organization.

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b. what was best for their family.c. what was best for society.d. what was best for them on an individual basis.


14. _____ tended to be loyal to their employer.

a. Veterans. b. Boomers.c. Nexters.d. Xers.

(a; Moderate; Exh. 3-3; p. 66)

15. _____ entered the work force from the mid-1960s through the mid-1980s.a. Veterans. b. Boomers.c. Nexters.d. Xers.

(c; Moderate; Exh. 3-3; p. 66)

16. The most recent entrants to the workforce are:a. Veterans. b. Boomers.c. Nexters.d. Xers.

(c; Moderate; p. 67)

17. The loyalty of _____ is to their careers.a. Veterans. b. Boomers.c. Nexters.d. Xers.

(b; Moderate; p. 68)

18. A comprehensive analysis of cultural diversity has been done by:a. Maslow. b. Hofstede.c. McGregor.d. Follett.

(b; Moderate; p. 68) 19. Which of the following is not one of Hofstede’s five dimensions of national culture?

a. power distance b. language proficiencyc. quantity of life vs. quality of lifed. long-term orientation

(b; Challenging; pp. 68-69)

20. The measure of the extent to which people in a country accept the fact that power in institutionsand organizations is distributed unequally is called:a. institutional distribution theory.

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b. collectivism.c. power distance.d. quantity of life.


21. Cultures that emphasize _____ value relationships and show sensitivity and concern for the welfare

of others.a. quantity of life b. quality of lifec. power distanced. collectivism


22. Capitalism, which values aggressiveness and acquisition of material goods, is consistent withHofstede’s _____ characteristics.a. collectivism b. quality of lifec. quantity of lifed. hierarchical

(c; Challenging; p. 68)

23. If Hofstede’s study on national culture were to be updated, which of the following would mostlikely be true?a. China would now rank low on power distance. b. Mexico would have a stronger emphasis on collectivism.c. The United States would have a higher power distance.d. The United States would have shifted from an emphasis on quantity of life to an emphasis on

quality of life.(d; Challenging; p. 68)

24. _____ is the equivalent of low individualism.

a. Collectivism b. Power distancec. Long-term orientationd. Uncertainty avoidance

(a; Easy; p. 69)

25. _____ is the degree to which people in a country prefer structured over unstructured situations.a. Collectivism b. Power distancec. Long-term orientationd. Uncertainty avoidance

(d; Easy; p. 69)26. Which of the following is not one of the cultural dimensions identified by the GLOBE team?

a. assertiveness b. future orientationc. humane orientationd. societal institutions

(d; Moderate; pp. 69-70)

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27. Which of the following cultural dimensions was identified by GLOBE, but not Hofstede?a. uncertainty avoidance b. power distancec. performance orientationd. individualism/collectivism

(c; Moderate; pp 69-70)

28. According to the GLOBE team, _____ encompasses the extent to which members of a society take pride in membership in small groups.a. in-group collectivism b. individualism/collectivismc. performance orientationd. human orientation

(a; Challenging; p. 69)

Attitudes

29. In contrasting values and attitudes, which one of the following is true?a. They come from different sources. b. There is no significant correlation between the two.c. Attitudes are more stable than values.d. Values are more stable than attitudes.

(d; Challenging; p. 71)

30. The belief that “discrimination is wrong” is a value statement. Such an opinion is the _____ component of an attitude.a. cognitive b. affectivec. reactived. behavioral


31. The _____ component is the emotional or feeling segment of an attitude.a. affective b. cognitivec. behaviorald. evaluative


32. The _____ component of an attitude refers to an intention to behave in a certain way towardsomeone or something.a. affective b. cognitivec. behaviorald. evaluative


33. Which one of the following is not an attitude?

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a. job productivity b. job satisfactionc. job involvementd. organizational commitment

(a; Easy; p. 71)

34. The degree to which a person identifies with his or her job, actively participates in it, and considershis or her performance important to self-worth is:a. job satisfaction. b. job involvement.c. job stability.d. organizational commitment.


35. _____ refers to an individual’s general attitude toward his or her job.a. Job satisfaction b. Job involvementc. Job stabilityd. Organizational commitment


36. Job involvement is best defined as a worker’s:a. general attitude toward his or her job. b. loyalty to the organization.c. identification with the job.d. need to participate in organizational social activities.


37. If an employee’s attitude is negative toward her job, she does not have:a. organizational commitment. b. values.

c. job satisfaction.d. job involvement.


38. Organizational commitment is:a. an attitude. b. negatively related to turnover.c. negatively related to absenteeism.d. all of the above

(d; Easy; p. 72)

39. The best predictor of turnover is:a. job satisfaction. b. personality.c. organizational commitment.

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d. values.(c; Challenging; p. 72)

40. The text suggested that in today’s workplace, organizational commitment may be replaced with:a. family commitment. b. occupational commitment.

c. boss commitment.d. department commitment.


41. If attitudes and behavior are inconsistent, individuals will most likely:a. change their behavior. b. change their attitudes.c. change either their attitudes and/or behavior.d. do nothing.

(c; Easy; p. 73)

42. Any incompatibility between two or more attitudes or between behavior and attitudes is termed:a. self-perception. b. cognitive dissonance.c. self-fulfilling prophecy.d. rational decision making.

(b; Easy; p. 73)

43. The theory of cognitive dissonance was proposed by:a. Abraham Maslow. b. Leon Festinger.c. G. G. Shaw.d. John Holland.


44. Festinger would propose that the desire to reduce dissonance would be determined by:a. the importance of the elements creating the dissonance. b. the degree of influence the individual believes he or she has over the elements.c. the rewards that may be involved in dissonance.d. all of the above

(d; Challenging; p. 74)45. Which of the following is not a moderating variable?

a. the importance of the attitude b. fundamental valuesc. its specificityd. its accessibility


46. The A-B relationship is likely to be much stronger if:a. an attitude refers to something with which the individual has direct personal experience. b. the attitude is not considered important.c. the attitude is not specific.d. the attitude is not easily remembered.


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47. _____ is the theory that attitudes are used, after the fact, to make sense out of action that hasalready occurred.a. Cognitive dissonance b. Escalation of commitmentc. Self perception

d. Lag delay(c; Challenging; p. 76)

48. In _____, employers elicit responses from employees through questionnaires about how they feelabout their jobs, work groups, supervisors, and/or the organization.a. realistic job previews b. attitude surveysc. employee auditsd. job descriptions

(b; Easy; p. 76)

49. Which of the following is not true concerning diversity programs?a. They almost all include a self-evaluation phase. b. Participants take part in group discussions with representatives from diverse groups.c. People confront their ethnic stereotypes.d. Only large U.S. employers sponsor diversity training.


Job Satisfaction

50. Job satisfaction is best described as:a. behavior. b. a value.c. an attitude.d. causing high performance.


51. The best measure of job satisfaction is:a. the job involvement scale. b. the commitment scale.c. the summation of job facets.d. a one-question global rating.


52. Independent studies conducted among U.S. workers over the past 30 years generally indicate that:a. workers are satisfied with their jobs. b. these results are generally applicable to other developed countries.c. more people report that they are satisfied than not.d. all of the above


53. Which of the following is true about the relationship between satisfaction and absenteeism?

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a. There is a consistent positive relationship between satisfaction and absenteeism. b. There is a consistent negative relationship between satisfaction and absenteeism.c. No relationship can be established between satisfaction and absenteeism.d. Liberal sick leave policies reduce absence among satisfied employees.


54. Factors other than satisfaction that impact one’s decision to leave a current job include all of thefollowing except:a. labor market conditions. b. length of tenure with the organization.c. expectations about alternative job opportunities.d. all of the above


55. Satisfaction is _____ to turnover.a. positively related b. unrelatedc. negatively relatedd. equal in number


56. There has been a marked decline in job satisfaction since:a. the early 1990s. b. the Industrial Revolution.c. the 1950s.d. the late 1930s.

(a; Easy; p. 70)

57. Which of the following statements is true?a. Happy workers are productive workers. b. There is a high positive correlation between happiness and productivity.

c. Productive workers are likely to be happy workers.d. Satisfaction leads to productivity.


58. An important moderator of the satisfaction-turnover relationship is:a. the employee’s level of performance. b. the organization’s culture.c. management.d. happiness in general.


59. Attending union meetings as a response to dissatisfaction would be what type of response?a. exit b. voicec. loyaltyd. neglect


60. Quietly continuing to do your work, even though you’re dissatisfied, is what type of response to

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dissatisfaction?a. exit b. voicec. loyaltyd. neglect


61. Maria is dissatisfied with the way that her manager treats her. She has quit her job and found anew position with another firm. She has expressed her dissatisfaction through:a. exit. b. voice.c. loyalty.d. neglect.

(a; Easy; p. 82)

62. Steve is unhappy with his job. He takes every possible vacation and sick day and sometimesshows up for work late. He is expressing his dissatisfaction by:a. exit. b. voice.c. loyalty.d. neglect.


63. Not trying very hard as a response to dissatisfaction would be what type of response?a. exit b. voicec. loyaltyd. neglect


64. Henry is dissatisfied with his job but believes that his supervisor is a good man who will do theright thing. Henry has decided that if he just waits, conditions will improve. Henry’s approach tothis problem is termed:a. exit. b. voice.c. loyalty.d. neglect.


65. Early studies of organizational citizenship behavior (OCB) assumed that it was closely linked withsatisfaction. More recent evidence suggests that satisfaction influences OCB, but through perceptions of:a. fairness. b. consistency.c. productivity.d. leadership ability.


66. Which of the following statements is not true?

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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 more prone to turnover.

(d; Easy; p. 83)

TRUE/FALSE

Values

67. Personality has both content and intensity attributes.(False; Moderate; p. 63)

68. The content attribute of a value says that a mode of conduct is important.(True; Easy; p. 63)

69. When we rank an individual’s values in terms of his/her intensity, we obtain that person’s valuesystem.

(True; Moderate; p. 63)

70. Most values that people hold about work are acquired on the job.(False; Moderate; p. 63)

71. Values tend to be stable and enduring.(True; Easy; p. 64) 72. Values generally influence attitudes and behavior.(True; Moderate; p. 64)73. Instrumental values are preferable modes of behavior, or means of achieving one’s terminal values.(True; Moderate; p. 64)

74. Milton Rokeach developed a survey that assesses terminal and instrumental values.(True; Challenging; p. 64)

75. RVS values vary among groups.(True; Easy; p. 64)

76. Boomers place a great deal of emphasis on achievement and material success.(True; Moderate, p. 66)

77. Veterans tended to be less loyal to their employer.(False; Moderate; p. 66)

78. The lives of Xers have been shaped by globalization, MTV, AIDS, and computers.(True; Moderate; p. 66)

79. Nexters seem to be on a never-ending search for the ideal job.(True; Moderate; p. 67)

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80. Managers consistently report that the action of their bosses is of little importance in influencingethical and unethical behavior in their organizations.

(False; Moderate; p. 67)

81. The loyalty of Boomers is to their careers.(True; Moderate; p. 68)

82. Victor Vroom has done a comprehensive analysis of national culture.(False; Challenging; p. 68)

83. Collectivism refers to a national culture attribute describing a loosely knit social framework inwhich people tend to their own interests and those of their immediate family.


84. Organizations in a society high in uncertainty avoidance are likely to have more formal rules.(True; Challenging; p. 69)

85. It is consistent for a country with a democratic government to rank below average on power distance.


86. U.S. culture ranked above average on power distance according to Hofstede.(False; Moderate; p. 69)

87. The GLOBE team identified 62 dimensions on which national cultures differ.(False; Easy; p. 69)

88. GLOBE’s future orientation is essentially equivalent to Hofstede’s long-term/short-termorientation.(True; Moderate; p. 70)

89. The GLOBE dimensions have replaced Hofstede’s dimensions.(False; Easy; pp. 70-71)

Attitudes

90. The word “attitude” describes a tendency to feel and behave in a particular way toward someobject.

(True; Easy; p. 71)

91. Attitudes and values are synonymous terms.(False; Easy; p. 71) 92. There are three components of an attitude: cognition, affect, and behavior.(True; Challenging; p. 71)

93. Attitudes are more stable than values.(False; Easy; p. 71)

94. In organizations, attitudes are important because they affect job behavior.

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95. A person with a high level of job satisfaction holds positive attitudes toward the job.(True; Easy; p. 72)

96. Job involvement refers to an individual’s general attitude toward his or her job.


97. High levels of job involvement have been found to be related to higher absences.(False; Moderate; p. 72)

98. Organizational commitment is a better indicator of turnover than job satisfaction.(True; Moderate; p. 72)

99. Organizational commitment is a more global response to the organization than is job satisfaction.(True; Challenging; p. 72)

100. Organizational commitment is probably less important in predicting job satisfaction today than itwas a generation ago.

(True; Moderate; pp. 72-73)

101. Research has concluded that people seek consistency among their attitudes but not between their attitudes and behavior.


102. 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.

(False; Challenging; p. 73)103. Cognitive dissonance explains the linkage between attitudes and behavior.(True; Easy; p. 73)

104. The theory of cognitive dissonance seeks to explain the linkage between values and attitudes.(False; Moderate; p. 74)

105. Festinger argued that individuals will seek a stable state where there is a minimum of dissonance.(True; Easy; p. 74)

106. The desire to reduce dissonance is determined by importance, choice, and reward factors.(False; Challenging; p. 74)

107. If the elements creating dissonance are relatively unimportant, the pressure to correct thisimbalance will be low.

(True; Easy; p. 74)

108. If individuals perceive the dissonance to be an uncontrollable result, they are less likely to bereceptive to attitude change.

(True, Challenging; p. 74)

109. Rewards can offset dissonance.(True; Moderate; p. 74)

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110. The more specific the attitude and the more specific the behavior, the stronger the link between the

two.(True; Moderate; p. 75)

111. Self-perception theory uses attitudes after the fact to make sense out of an action that has already

occurred.(True; Moderate; p. 76)

112. Attitude surveys can alert management to potential problems.(True; Moderate; p. 76)

113. Results from attitude surveys seldom surprise management.(False; Easy; p. 76)

114. The majority of large U.S. employers and a substantial proportion of medium-sized and smaller ones sponsor some sort of diversity training.

(True; Easy; p. 78)

Job Satisfaction

115. In measuring job satisfaction, the two most widely used measuring approaches are a single globalrating and a summation score made up of a number of job facets.


116. Single global measures of job satisfaction are as valid as summation scores made up of a number of job facets.

(True; Challenging; p. 78)

117. Studies conducted among U.S. workers over the past 30 years generally indicate that the majority

of workers are satisfied with their jobs.(True; Moderate; p. 79)

118. At the individual level, satisfaction generally leads to productivity.(False; Moderate; p. 80)

119. The propensity to quit a job tends to be inversely related to job satisfaction.(True; Moderate; p. 81)

120. Actively and constructively attempting to improve conditions is expressing dissatisfaction throughloyalty.


121. Voice is an active and constructive response to dissatisfaction.(True; Moderate; p. 82)

122. Loyalty is a passive and constructive response to dissatisfaction.(True; Moderate; p. 82)

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123. Neglect is an active and destructive response to dissatisfaction in which an employee waits for conditions to improve.


124. An increase in absenteeism is an example of dissatisfaction expressed through neglect.(True; Moderate; p. 82)

125. The evidence indicates that satisfied employees increase customer satisfaction and loyalty.(True; Moderate; p. 83)

SCENARIO-BASED QUESTIONS

Application of Contemporary Work Cohorts

You have just been promoted to manage a sales group. Your group is made up of ten people who range inage from 27 to 62. You have read that there are certain dominant work values for each age group andthink that this may help you understand your group.

126. You can expect that your younger employees, the Nexters, will seek:a. financial success. b. long-term loyalty to the organization.c. loyalty to self.d. loyalty to career.

(a; Moderate; Exh. 3-3; pp. 66-67)127. Those employees labeled _____ are in search of balance in their lives – trading off salary increases

for increased leisure time.a. Veterans b. Boomersc. Xersd. Nexters

(c; Moderate; Exh. 3-3; pp. 66-67)

128. You can anticipate that your employees labeled _____ are pragmatists who believe that ends can justify their means.a. Veterans b. Boomersc. Xersd. Nexters

(b; Moderate; Exh. 3-3; pp. 66-67)

129. Most of the employees who entered the work force in the 50s and early 60s are called:a. Veterans b. Boomersc. Xersd. Nexters

(a; Moderate; Exh. 3-3; pp. 66-67)

Applications of Hofstede’s Framework

Suppose that you are a Human Resource Manager for Prentice Corporation who is in charge of developing

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a training program for managers coming to the United States from your Prentice subsidiaries around theworld. You have decided to use the Hofstede Framework for discussing cultural differences that they mightexpect to find. Use your knowledge of the work of Hofstede to answer the following questions.

130. Your Indonesian managers will need to be especially aware of the difference that exists betweentheir country and the United States in the degree of _____ of the two cultures.

a. quantity of life vs. quality of life b. individualismc. power distanced. uncertainty avoidance

(c; Challenging; pp. 68-69)

131. If Hofstede’s work were to be updated, Americans would probably rank more like people from _____ on quantity of life.a. the Netherlands b. Germanyc. Japand. China

(a; Challenging; pp. 68-69)

132. You will need to include each of the following as elements of Hofstede’s framework except:a. power distance. b. uncertainty avoidance.c. parochialism.d. individualism vs. collectivism.

(c; Moderate; pp. 68-69)

133. Which of the following countries ranks high in long-term orientation?a. United States

b. Francec. Russiad. China

(d; Moderate; pp. 68-69)

Application of Cognitive Dissonance Theory

Mrs. Jonas believes strongly that everyone has an obligation to protect the environment. Mrs. Jonas worksfor a hog farm in North Carolina and she has just discovered that hog waste is being released into the river.

134. Mrs. Jonas is experiencing:a. cognitive dissonance. b. an attack of conscience.c. peer pressure.d. evaluative attitude.

(a; Challenging; pp. 73-75)

135. Mrs. Jonas comes to you for an explanation of why she is so uncomfortable. You might refer her to the theories of:

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a. Max Weber. b. Robert House.c. Abraham Maslow.d. Leon Festinger.

(d; Challenging; pp. 73-75)

136. Mrs. Jonas can be expected to relieve the discomfort she is experiencing by:a. deciding this issue is unimportant. b. rationalizing that the good to society is more than offset by the small amount of pollution.c. attempting to stop the pollution.d. all of the above

(d; Challenging; pp. 73-75) Application of How Employees Can Express Dissatisfaction

Employees at Acme Express are dissatisfied with working conditions, salary, and the general attitude of management. Mark, Susan, and Toni are good friends who work at Acme, yet each seems to be reactingdifferently to the problems at work.

137. Toni has decided that she’ll just get a new job and get away from the problem. Toni is dealingwith her dissatisfaction through:a. exit. b. voice.c. loyalty.d. neglect.


138. Susan has composed a list of concerns along with her suggestions for improving conditions. Susanis dealing with her dissatisfaction through:a. exit.

b. voice.c. loyalty.d. neglect.


139. Mark believes that his manager is a good person and will work things out if Mark just gives himtime to do so. Mark is dealing with his dissatisfaction through:a. exit. b. voice.c. loyalty.d. neglect.

(c; Challenging; p. 82)

Application of Job Satisfaction

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 jobsatisfaction.

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140. You should advise her that a single global rating question such as “Are you satisfied with your job?” will be as good an indicator as a more sophisticated questionnaire.

(True; Moderate; pp. 78-83)

141. You should advise your supervisor that there is renewed support for the satisfaction-performancerelationship at the organizational level.

(True; Challenging; pp. 78-83)

142. She will find that turnover and absenteeism are both negatively related to satisfaction, but thecorrelation is stronger for absenteeism than for turnover.

(False; Challenging; pp. 78-83)

SHORT DISCUSSION QUESTIONS

143. Discuss the three components of an attitude.(Page 71)

The three components of an attitude are cognition, affect, and behavior. The cognitive componentis a value statement. Affect is the emotional or feeling segment of an attitude. “The behavioralcomponent of an attitude refers to an intention to behave in a certain way toward someone or something.

144. Most of the research in OB has been concerned with three attitudes: job satisfaction, jobinvolvement, and organizational commitment. Explain the difference between these attitudes.

(Pages 72-73)

Job satisfaction refers to an individual’s general attitude toward his or her job. A person with ahigh level of job satisfaction holds positive attitudes toward the job, while a person who isdissatisfied with his or her job holds negative attitudes about the job. Job involvement measuresthe 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. Organizationalcommitment is defined as a state in which an employee identifies with a particular organization andits goals, and wishes to maintain membership in the organization. So high job involvement meansidentifying with one’s employing organization.

145. Define and discuss the theory of cognitive dissonance.(Pages 73-75)

Cognitive dissonance was proposed in the late 1950s by Leon Festinger. This theory sought toexplain the linkage between attitudes and behavior. Dissonance means an inconsistency.Cognitive dissonance refers to any incompatibility that an individual might perceive between thetwo or more of his or her attitudes, or between his or her behavior and attitudes. Individuals willseek a stable state where there is a minimum of dissonance.

146. Explain self-perception theory.(Page 76)

Self-perception argues that attitudes are used, after the fact, to make sense out of an action that hasalready occurred rather than as devices that precede and guide action. And contrary to cognitive

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dissonance theory, attitudes are just casual verbal statements. When people are asked about their attitudes, and they don’t have strong convictions or feelings, self-perception theory says they tendto create plausible answers.

147. Explain the relationship between satisfaction and productivity at the individual and theorganizational levels.

(Page 80)

At the individual level, productivity is likely to lead to satisfaction (rather than the reverse). At theorganizational level, research finds that organizations with more satisfied employees tend to bemore effective than organizations with less satisfied employees. While we might not be able to saythat a happy worker is more productive, it might be true that happy organizations are more productive.

MEDIUM LENGTH DISCUSSION QUESTIONS

148. Discuss the Rokeach Value Survey. Include definitions and discussion of terminal values andinstrumental values.

(Exh. 3-1; Pages 64-65)

Milton Rokeach created the Rokeach Value Survey (RVS). The RVS consists of two sets of values, with each set containing 18 individual value items. One set, called terminal values, refersto desirable end-states of existence. These are goals that a person would like to achieve during hisor her lifetime. The other set, called instrumental values, refers to preferable modes of behavior, or means of achieving the terminal values. People in the same occupations or categories tend to holdsimilar values.

149. Compare Hofstede’s cultural dimensions with the GLOBE framework.(Pages 68-71)

Geert Hofstede’s framework analyzes variations among cultures. He found that managers and

employees vary on five value dimensions of national culture. They are power distance,individualism/collectivism, quantity of life/quality of life, uncertainty avoidance, and long-term/short-term orientation. Power distance is the degree to which people in a country accept that power in institutions and organizations is distributed unequally. Individualism is the degree towhich people in a county prefer to act as individuals rather than as members of groups.Collectivism is the equivalent of low individualism. Quantity of life is the degree to which valueslike assertiveness, the acquisition of money and material goods, and competition prevail. Qualityof life is the degree to which people value relationships, and show sensitivity and concern for thewelfare of others. The degree to which people in a country prefer structured over unstructuredsituations is uncertainty avoidance. People in cultures with long-term orientations look to thefuture and value thrift and persistence. A short-term orientation values the past and present, andemphasizes respect for tradition and fulfilling social obligations.

The Global Leadership and Organizational Behavior Effectiveness (GLOBE) research programidentified nine dimensions on which national cultures differ. Assertiveness is essentially equivalentto Hofstede’s quantity-of-life dimensions. Future orientation is equivalent to Hofstede’s long-term/short term orientation. Gender differentiation is the extent to which a society maximizesgender role differences. Uncertainty avoidance, power distance, and individualism/collectivismwere also identified by Hofstede. In-group collectivism encompasses the extent to which members

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of a society take pride in membership in small groups. Performance orientation is the degree towhich a society encourages and rewards group members for performance improvement andexcellence. Humane orientation is defined as the degree to which a society encourages and rewardsindividuals for being fair, altruistic, generous, caring, and kind to others. This is close toHofstede’s quality-of-life dimension.

150. Discuss how job satisfaction can impact employee productivity, absenteeism and turnover.(Pages 80-81)

At the individual level, the evidence suggests that productivity is likely to lead to satisfaction.There is a consistent negative relationship between satisfaction and absenteeism, but the correlationis moderate. Satisfaction is also negatively related to turnover, but the correlation is stronger thanwhat was found for absenteeism. An important moderator of the satisfaction-turnover relationshipis the employee’s level of performance.

151. List and explain the four ways employees can express job dissatisfaction.(Page 82)

Employees can express dissatisfaction by using exit, voice, loyalty, and neglect. Behavior directedtoward leaving the organization is defined as exit behavior. Voice involves actively andconstructively attempting to improve conditions, including suggesting improvements, discussing problems with superiors, and some forms of union activity. Loyalty involves passively butoptimistically waiting for conditions to improve. Neglect is passively allowing conditions toworsen, including chronic absenteeism or lateness, reduced effort, and increased error rate.

COMPREHENSIVE ESSAYS

152. Discuss the importance of values.(Page 64)

Values are important to the study of organizational behavior because they lay the foundation for the understanding of attitudes and motivation and because they influence our perceptions.Individuals enter an organization with preconceived notions of what “ought” and what “ought not”to be. These notions are not value free. They contain interpretations of right and wrong. Valuescloud objectivity and rationality. Values generally influence attitudes and behavior.

153. Discuss the five value dimensions of national culture described by Hofstede. Explain where theUnited States ranks on each of the five dimensions.

(Pages 68-69)

Geert Hofstede’s framework analyzes variations among cultures. He found that managers andemployees vary on five value dimensions of national culture. They are power distance,individualism/collectivism, quantity of life/quality of life, uncertainty avoidance, and long-term/short-term orientation. Power distance is the degree to which people in a country accept that power in institutions and organizations is distributed unequally. Individualism is the degree towhich people in a county prefer to act as individuals rather than as members of groups.

Collectivism is the equivalent of low individualism. Quantity of life is the degree to which valueslike assertiveness, the acquisition of money and material goods, and competition prevail. Quality

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of life is the degree to which people value relationships, and show sensitivity and concern for thewelfare of others. The degree to which people in a country prefer structured over unstructuredsituations is uncertainty avoidance. People in cultures with long-term orientations look to thefuture and value thrift and persistence. A short-term orientation values the past and present, andemphasizes respect for tradition and fulfilling social obligations.

The United States scored low on power distance and uncertainty avoidance. The U.S. also rankslow in long-term orientation. The U.S. is ranked highest on individualism.

154. Discuss cognitive dissonance theory and three ways in which individuals might alleviatedissonance.

(Pages 73-75)

Cognitive dissonance seeks to explain the linkage between attitudes and behavior. Dissonancemeans an inconsistency. Cognitive dissonance refers to any incompatibility that an individualmight perceive between two or more of his or her attitudes, or between his or her behavior andattitudes. Individuals will seek a stable state where there is a minimum of dissonance. Individualsmay change their behavior, reduce dissonance by concluding that the dissonant behavior is not soimportant after all, or change their attitude.

155. Discuss whether employee satisfaction is related to positive customer outcomes.(Page 83)

The evidence indicates that satisfied employees increase customer satisfaction and loyalty. Inservice organizations, customer retention and defection are highly dependent on how front-lineemployees deal with customers. Satisfied employees are more likely to be friendly, upbeat, andresponsive – which customers appreciate. And because satisfied employees are less prone toturnover, customers are more likely to encounter familiar faces and receive experienced service.These qualities build customer satisfaction and loyalty. Dissatisfied customers can increase anemployee’s job dissatisfaction. Employees who have regular contact with customers report thatrude, thoughtless, or unreasonably demanding customers adversely effect the employees’ job

satisfaction.

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