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Values, Attitudes & Values, Attitudes & Job SatisfactionJob Satisfaction

OB – Session 3OB – Session 3Tehzeeb Sakina Tehzeeb Sakina

AmirAmir

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VALUE SYSTEMVALUE SYSTEMGiven below is a list of values, you are required to rank them on a scale of 1-5 where 1 is the most important and 5 is the lowest important value as appear to you.

PunctualitySelf respectHonestyCleanlinessLoveAssertivenessFreedomHappinessEquality_____________________

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VALUESVALUES

Judgmental elementJudgmental element Content (important or not) and Content (important or not) and

intensity attribute (how important it intensity attribute (how important it is)is)

Hierarchy of values – personal value Hierarchy of values – personal value systemsystem Relative importance assign to valueRelative importance assign to value

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Basic conviction 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

VALUE SYSTEMA HIERARCHY BASED ON A RANKING OF AN INDIVIDUAL’S VALUE IN TERMS OF THEIR INTENSITY

VALUE

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VALUES INFLUENCE OUR ATTITUDES AND BEHAVIORS

DO VALUES CHANGE???

•“NO”…They are relatively permanent•They are formed in our earlier years of life•Black n white…… what about grey????

DIFFERENCE IN VALUE SYSTEM DETERMINES DIFFERENCES IN ATTITUDES AND BEHAVIOR

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Types of valuesTypes of values

Milton Rokeach Value SurveyMilton Rokeach Value Survey Terminal values: desirable states of Terminal values: desirable states of

existence; the goals which a person existence; the goals which a person would like to achieve in his life.would like to achieve in his life.

Instrumental values: preferable modes Instrumental values: preferable modes of behavior or means of achieving one’s of behavior or means of achieving one’s terminal values. terminal values.

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Rokeach Value SurveyRokeach Value Survey

TerminalTerminal A comfortable lifeA comfortable life An exciting lifeAn exciting life A sense of A sense of

accomplishmentaccomplishment A world at peaceA world at peace A world of beautyA world of beauty EqualityEquality Family securityFamily security FreedomFreedom HappinessHappiness Inner harmonyInner harmony LoveLove

InstrumentalInstrumental AmbitiousAmbitious Broad mindedBroad minded CapableCapable CheerfulCheerful CleanClean CourageousCourageous ForgivingForgiving HelpfulHelpful HonestHonest ImaginativeImaginative IndependentIndependent

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Work CohortsWork Cohorts

CohortCohort Entered inEntered in Approx. Approx. ageage

Values Values

VeteransVeterans 1950s 1950s ’60s’60s

60+60+ Hard working, Hard working, conformity, conformity, loyaltyloyalty

BoomersBoomers 1965 – 1965 – 19851985

40 – 6040 – 60 Success, Success, achievement, achievement, ambition, ambition, dislike of dislike of authority, authority, loyalty to loyalty to careercareer

XersXers 1985 – 1985 – 20002000

25 – 4025 – 40 Work/life Work/life balance, team balance, team oriented, dislike oriented, dislike to rulesto rules

NextersNexters 2000 to 2000 to datedate

Under 25Under 25 Confident, self Confident, self reliant, team reliant, team oriented, loyaltyoriented, loyalty

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HOFSTEDE’S FRAMEWORKHOFSTEDE’S FRAMEWORK He surveyed in 40 countries (IBM employees) He surveyed in 40 countries (IBM employees) Values across cultures (globalization)Values across cultures (globalization)1.1. Power distance – power is unequally distributed Power distance – power is unequally distributed

in institutionsin institutions2.2. Individualism vs Collectivism – individual act Individualism vs Collectivism – individual act

rather than grouprather than group3.3. Quantity of life vs quality of life – assertiveness, Quantity of life vs quality of life – assertiveness,

materialistic or relationships, concern for others.materialistic or relationships, concern for others.4.4. Uncertainty avoidance – structured or Uncertainty avoidance – structured or

unstructured situations.unstructured situations.5.5. Long vs short term orientation – look to future or Long vs short term orientation – look to future or

past/present. past/present.

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HOFSTEDE’S FRAMEWORKHOFSTEDE’S FRAMEWORK

China & West Africa scored high on PDChina & West Africa scored high on PD US scored low on PDUS scored low on PD Asian countries high on collectivism.Asian countries high on collectivism. Germany and Hong Kong high on Germany and Hong Kong high on

quantity of life.quantity of life. France and Russia high on UAFrance and Russia high on UA China had long-term whereas US had China had long-term whereas US had

short-term orientations.short-term orientations.

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GLOBE FRAMEWORKGLOBE FRAMEWORK

Extended Hofstede workExtended Hofstede work Added assertiveness, gender Added assertiveness, gender

differentiation, performance differentiation, performance orientation, humane orientationorientation, humane orientation

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OB IMPLICATIONS Not all OB theories are applicable in all

cultures Consider local culture values The World’s local bank – HSBC Examples: KFC, advertising, MNCs

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ATTITUDEATTITUDE““A favorable or unfavorable A favorable or unfavorable

evaluation of and reaction to an evaluation of and reaction to an object, person, event or idea.”object, person, event or idea.”

Evaluative statementsEvaluative statements Either favorable or unfavorableEither favorable or unfavorable Concerning objects, people or Concerning objects, people or

eventseventsThough attitudes express feelings Though attitudes express feelings

but they are linked to cognitions!but they are linked to cognitions!

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ATTITUDESATTITUDESTHREE COMPONENTSTHREE COMPONENTS

Cognitive component (opinion or belief)Cognitive component (opinion or belief) Affective component (emotional feelings)Affective component (emotional feelings) Behavioral component (intention to behave)Behavioral component (intention to behave)

Example: studying negative attitudes Example: studying negative attitudes towards grouptowards group Negative beliefs (cognitive)Negative beliefs (cognitive) Prejudice, negative feelings (affective)Prejudice, negative feelings (affective) Discrimination, negative actions (behavioral)Discrimination, negative actions (behavioral)

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ATTITUDESATTITUDES UNLIMITED TYPES OF ATTITUDESUNLIMITED TYPES OF ATTITUDES OB is concerned with threeOB is concerned with three

Job Satisfaction (general attitudes)Job Satisfaction (general attitudes) Job involvement (self worth)Job involvement (self worth) Organizational commitment (identifies with organization)Organizational commitment (identifies with organization)

Humans tend to seek consistency among their attitudes and behaviors.

Attitudes are altered Behaviors are altered Some rationalization for inconsistency is sought.

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Cognitive DissonanceCognitive Dissonance

1950s Leon Festinger proposed the theory 1950s Leon Festinger proposed the theory of Cognitive Dissonanceof Cognitive Dissonance

‘‘Any incompatibility between two ro more Any incompatibility between two ro more attitudes or between behavior and attitudes or between behavior and attitude.”attitude.”

Complete dissonance is unavoidable.Complete dissonance is unavoidable. Dissonance influenced by:Dissonance influenced by:

Unimportant elementsUnimportant elements Choice/ Control over elementsChoice/ Control over elements RewardsRewards

The greater the pressure to reduce it

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A-B RelationshipA-B Relationship

A-B relationship – unrelated or A-B relationship – unrelated or slightly related.slightly related.

A …….. Predicts………BA …….. Predicts………B VariablesVariables

Importance of the attitudeImportance of the attitude SpecificitySpecificity AccessibilityAccessibility Social pressuresSocial pressures Direct experience Direct experience

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Self-Perception TheorySelf-Perception Theory

Daryl Bern (1972) – we make judgments Daryl Bern (1972) – we make judgments about ourselves as we make judgments about ourselves as we make judgments about other people.about other people.

Attitudes are used after the fact to make Attitudes are used after the fact to make sense out of an action that has already sense out of an action that has already occurred.occurred.

Contrary to cognitive dissonance.Contrary to cognitive dissonance. People tend to create attitudes after they People tend to create attitudes after they

have behaved in a particular manner.have behaved in a particular manner. When attitudes are vague and ambiguous When attitudes are vague and ambiguous

Self-perception theory works.Self-perception theory works.

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Attitudes at WorkAttitudes at Work

SurveysSurveys Training to reshape employees Training to reshape employees

attitudesattitudes Customer attitudes (internal & Customer attitudes (internal &

external)external)

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JOB SATISFACTIONJOB SATISFACTIONMeasuring Measuring

Single-global ratingSingle-global rating One-question ratingOne-question rating

Summation scoreSummation score Identifies key elements in a job, Identifies key elements in a job,

individual is then asked to rate on a individual is then asked to rate on a scalescale

NO significant differences

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Satisfaction in jobsSatisfaction in jobs

What appears well is not be well!!!!What appears well is not be well!!!! Pay alone does not bring higher Pay alone does not bring higher

satisfaction level.satisfaction level. Higher skills, Control, Greater Higher skills, Control, Greater

responsibilities, Interest etc all have responsibilities, Interest etc all have share in satisfaction.share in satisfaction.

Productivity enhancement, strict Productivity enhancement, strict deadlines, overload of work etc deadlines, overload of work etc contribute to low satisfaction level.contribute to low satisfaction level.

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Job Satisfaction effects…..Job Satisfaction effects…..

JS and ProductivityJS and Productivity Satisfaction: individual productivitySatisfaction: individual productivity Satisfaction: organization productivitySatisfaction: organization productivity

JS and Absenteeism JS and Absenteeism Negative correlationNegative correlation

JS and TurnoverJS and Turnover Negative but stronger correlationNegative but stronger correlation High or poor performersHigh or poor performers

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Dissatisfaction told……Dissatisfaction told……

Active

Destructive

Passive

Constructive

EXIT

NEGLECT

LOYALTY

VOICE

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Job Satisfaction and Organizational Job Satisfaction and Organizational Citizenship BehaviorCitizenship Behavior

Satisfied employees are positive Satisfied employees are positive towards organization, willing to go towards organization, willing to go extra mile.extra mile.

Fair in procedures, policies, rules. No Fair in procedures, policies, rules. No kick backs.kick backs.

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Job Satisfaction ….. Customer Job Satisfaction ….. Customer SatisfactionSatisfaction

Satisfied employees increase Satisfied employees increase customer satisfaction and loyalty.customer satisfaction and loyalty.

They are more friendly, responsive, They are more friendly, responsive, low turnover.low turnover.

Dissatisfied customers can influence Dissatisfied customers can influence employee’s satisfactionemployee’s satisfaction

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Case study Case study Suppose you work in an advertising agency as a Suppose you work in an advertising agency as a

client service manager. You are young, client service manager. You are young, energetic, willing to learn and have a success energetic, willing to learn and have a success story of 2 years working with the agency. You story of 2 years working with the agency. You are handling major clients and enjoy good are handling major clients and enjoy good reputation within and outside the organization. reputation within and outside the organization. One of your clients has even offered you a job. One of your clients has even offered you a job. But you have declined and are really happy and But you have declined and are really happy and satisfied. You report directly to the CEO. One day satisfied. You report directly to the CEO. One day you found out that the agency hired a new you found out that the agency hired a new experienced marketer now you will be reporting experienced marketer now you will be reporting to him. This has caused you a substantial mental to him. This has caused you a substantial mental and emotional set back.and emotional set back.

Questions:Questions: What would be your immediate reaction to this What would be your immediate reaction to this

situation?situation? Keeping the dissatisfaction model in view, what Keeping the dissatisfaction model in view, what

would be your strategy?would be your strategy?