AIZAT ALIFF BIN AZAHAR / KBA1115R / 2021123471

MGT321 CHAPTER 4

Question 1: Define attitude, job satisfaction and job involvement.

Attitude is a person's overall assessment of a person, object, event, or concept. It includes a person's
thoughts, feelings, and actions on the attitude's subject. Positive, negative, or neutral.

Work satisfaction is a person's total job happiness. It shows how a person feels about their
employment, teammates, salary, and situations.

Job participation is a person's commitment to and identification with their employment. Involvement in
work improves job happiness, performance, and loyalty.

Question 2: Explain 5 sources of job satisfaction.

a) The work itself

Most individuals like using their talents, abilities, and knowledge. Managers should assign difficult
tasks. They think a tough work shows their employer trusts them. Employees lose interest in daily
tasks.

Example:

If employees are satisfied with their jobs, they feel motivated and happy. When they get what they
want, they happy.

b) Working conditions

Workers appreciate pleasant working surroundings because they help them feel better physically.
Individuals want to work in an atmosphere that is both clean and healthy. The elements that impact
job happiness include working hours, workplace cleanliness, ventilation, lighting, and noise levels.

Example:

A company that gives its workers the right training, equipment, freedom, and comfort improves staff
satisfaction.

c) Salary and benefits

Salary has a big impact on job satisfaction due to its ability to meet necessities, signify management's
concern, and indicate commitment to organizational operations. Perks are additional incentives or
rewards provided by businesses to improve the working environment without providing financial
reward.

Example:

Once they can afford a comfortable lifestyle, money cannot proportionally motivate or satisfy an
employee with a salary increase.
d) Promotion chances

Job happiness depends on promotion prospects. Workers who believe they can grow in their jobs are
more motivated and dedicated. Disengaged, demotivated, and unsatisfied personnel may believe
their growth chances are restricted or nonexistent. Promotions are an effective approach for
businesses to recognise and reward workers for their hard work, abilities, and accomplishments.

Example:

Employees feel appreciated and respected when they are promoted, and they are more likely to be
pleased with their positions.

e) Good relationships with colleagues

Job happiness also depends on coworker interactions. Humans require social ties to be happy and
satisfied. Friends and helpful coworkers may improve job satisfaction. Teamwork makes jobs easier
and faster. Respectful coworkers may make the working more pleasurable and less stressful.

Example:

A hostile work environment with unpleasant or cruel coworkers may lead to poor job satisfaction and
negatively impact our mental and physical health.

Question 3: Explain 4 methods of ELVN Model.

Exit - It involves leaving the organisation, transferring to another work department or attempting to
escape the unpleasant position. It is critical to recognise that unique shock events immediately
stimulate individuals to consider quitting the firm and participating in exit behaviour.

Voice - This can be a helpful reaction. For example, suggesting solutions to improve the conflict
situation, or filing official complaints or forming a group to resist a decision.

Loyalty - Loyal professionals are often personnel who respond to discontent by patiently waiting.
Loyal companions may suffer in silence for days, months, or even years if the situation is not
resolved.

Neglect - Neglect implies a lack of diligence. It consists of decreasing labour effort, paying less
attention to service quality, and increasing absenteeism and tardiness. This sort of behaviour has a
detrimental impact on the organisation.

Question 4: Define Counterproductive Work Behavior

Substance abuse, theft, and excessive socialising may hurt an organisation. gossiping, tardiness, and
absence. It may indicate CWB, or work performance. Frustrated people perform poorer and are more
CWB-prone. When unhappy with their job, this occurs. CWB is significant because dissatisfied
employees often choose one or more of these behaviours due to specific circumstances. One
employee may quit, another could access the internet while work, and another could steal corporate
property. Employers should fix unhappiness.

List four impact of counterproductive behavior to the organization:

-Decreased productivity

-Reduced profitability

-Lower employee morale

-Damage to the organization's reputation

Question 5: Explain 3 positive outcome of job satisfaction to the organization.

Job performance - Job contentment does not definitely improve work performance, according to some
experts. Recent study shows a considerable association between the two. When workers are pleased
and content with their occupations, they are more likely to be motivated and engaged in their work.
This may lead to improved productivity, higher quality work, and better customer service. Yet, unhappy
and unsatisfied individuals are more likely to be disengaged and unmotivated, which may lead to poor
job performance and bad business results.

Organizational Citizenship Behavior (OCB) - Organizational Citizenship Behavior (OCB) is any

voluntary activity displayed by workers that contributes to the successful operation of the business.
Studies have shown that work satisfaction and OCB have a favourable association. Workers who are
pleased with their employment are more likely to participate in OCBs, while those who are unsatisfied
with their occupations may engage in unproductive conduct. This highlights the importance of work
satisfaction in encouraging good employee behaviour and OCB.

Improving customer satisfaction - Customer satisfaction is a critical aspect of any business, and
employee happiness and satisfaction are closely linked to customer loyalty and satisfaction. Frontline
staff members, such as customer service representatives, salespeople, and service technicians, play
a critical role in shaping customer perceptions of the organization. Dissatisfied employees can
negatively impact customer satisfaction and loyalty, leading to dissatisfied and disloyal customers.