ob bm1308老汤何谓满意

Chapter

3:

Job

SatisfactionCopyright

©

2010

by

The

McGraw-Hill

Companies,

Inc.

All

rights

reserved.McGraw-Hill/IrwinWhat

is

Satisfaction？A

pleasant

feeling

that

you

get

when

youreceive

something

you

want,

or

when

youhave

done

something

you

wanted

to

do.The

act

of

fulfilling

(=achieving)a

need

orwish.Job

Satisfaction

is:

A

pleasurable

emotionalstate

resulting

the

appraisal

of

one’s

job

orjob

experience.how

you

feel,

what

you

think

about

your

job何谓满意？$$$,

mentally

challenging

work,

equitablerewards,

environment,

supportive

colleagues管理者可以创造满足的员工吗？,基因，性向决定一个人的工作态度与快乐Positive

psychology,

learned

hopelessness满意的员工，绩效最好？组织要的是员工满意、或绩效/生产力？What

is

Value?Value:

MONEY,

IMPORTANCE,

or

worth

of

something

for

someonethe

beliefs

people

have

about

what

is

right

and

wrong

and

what

is

most

important

inlife,

which

control

their

behaviourValues

are

those

things

that

peopleconsciously

or

subconsciously

want

toseek

or

attain.价值与满意满意，谁决定？個人條件與期望，價值觀个人价值观：基本信念、是非判断工作价值观：工作的意义，个人内在需求我真正想做什么、我为什么要做、我现在在做什么、我为什么这么做？--Peter

Drucker保障、自尊、肯定、家庭、成长、报酬、环境、 变化、创新、自主、权责、利他、公平、归属、 参与、升迁、人际关系---个人、工作、组织工作、家庭、健康、朋友、精神—Brian

DysonStrive

for

balance

in

lifeLearning

Objectives3-6After

reading

this

chapter,

you

should

be

able

to:»

Definejobsatisfaction.»

Describe

values

andhowthey

affect

jobsatisfaction.»

List

the

specific

facets

that

individualsoften

use

to

evaluate

theirjobsatisfaction.»

Understand

the

job

characteristics

that

can

create

a

sense

ofsatisfaction

with

the

work

itself.»

Describe

how

job

satisfaction

is

affected

by

day-to-day

events.»

Define

mood

and

emotions

and

describe

the

specific

forms

theytake.»

Understand

how

job

satisfaction

affects

job

performance

andorganizational

commitment,

as

well

as

how

it

affects

lifesatisfaction.Discussion

Questions3-7Think

about

the

worst

job

you

have

everheld

in

your

life.»

How

do

you

feel

during

the

course

of

the

day?»

How

do

those

feelings

influence

the

way

youbehaved?Job

SatisfactionJob

satisfaction

is

a

pleasurableemotional

state

resulting

from

theappraisal

of

one’s

job

or

job

experiences.»

It

represents

how

you

feel

about

your

job

andwhat

you

think

about

your

job.»

49

percent

of

Americans

are

satisfied

withtheir

jobs,

down

from

58

percent

a

decadeago.3-8满意度调查,Gallup

2008/8满意度最高职场硬体设施（73％），同事（69％），弹性工时（61％）满意度最低退休条件（34％），薪资（28％），工作压力（27％）Why

Are

Some

Employees

MoreSatisfied

than

Others?3-10At

a

general

level,

employees

are

satisfiedwhen

their

job

provides

the

things

that

they

value.Values

are

those

things

that

peopleconsciously

or

subconsciously

want

toseek

or

attain.Commonly

Assessed

Work

ValuesTable

3-13-11Value-Percept

Theory3-12Value-percept

theory

argues

that

jobsatisfaction

depends

on

whether

you

perceivethat

your

job

supplies

the

things

that

you

value.People

evaluate

job

satisfaction

according

tospecific

“facets”

of

the

job.Dissatisfaction

=

(Vwant

-

Vhave)

X

(Vimportance)»

Vwant

reflects

how

much

of

a

value

an

employee

wants»

Vhave

indicates

how

much

of

that

value

the

job

supplies»

Vimportance

reflects

how

important

the

value

is

to

theemployeeOB

in

SportsThe

Value-Percept

Theory

of

Job

SatisfactionFigure

3-13-13Value-Percept

Theory,

Cont’dPay

satisfaction

refers

to

employees’feelings

about

their

pay,

including

whetherit

is

as

much

as

they

deserve,

secure,

andadequate

for

both

normal

expenses

andluxury

items.Promotion

satisfaction

refers

toemployees’

feelings

about

the

company’spromotion

policies

and

their

execution,including

whether

promotions

are

frequent,fair,

and

based

on

ability.3-14Value-Percept

Theory,

Cont’d3-15Supervision

satisfaction

reflects

employees’feelings

about

their

boss,

including

whether

theboss

is

competent,

polite,

and

a

goodcommunicator.»

“Can

they

help

me

attain

the

things

that

I

value?”»

“Are

they

generally

likable?”Coworker

satisfaction

refers

to

employees’feelings

about

their

fellow

employees,

includingwhether

coworkers

are

smart,

responsible,helpful,

fun,

and

interesting

as

opposed

to

lazy,gossipy,

unpleasant,

and

boring.»

“Can

they

help

me

do

my

job?”»

“Do

I

enjoy

being

around

them?”Value-Percept

Theory,

Cont’d3-16Satisfaction

with

the

work

itself

reflectsemployees’

feelings

about

their

actualwork

tasks,

including

whether

thosetasks

are

challenging,

interesting,respected,

and

make

use

of

key

skillsrather

than

being

dull,

repetitive,

andfortable.Correlations

Between

SatisfactionFacets

and

Overall

Job

SatisfactionFigure

3-23-17德西效应Westerners

Effect某些情况下，当外在报酬与内在报酬兼得时，工作动机不会因而增强，反而会减弱Two-factor

TheoryHigh

Hygiene

+

High

Motivation:

ideal

situationHigh

Hygiene

+

Low

Motivation:

fewcomplaints,

not

highly

motivated.

Paycheck

job.Low

Hygiene

+

High

Motivation: motivated,

lotscomplaints.

the

job

is

exciting,

challenging,salaries

and

work

conditions

are

not

up

to

par.Low

Hygiene

+

Low

Motivation:

worst

situationInternal

factorsRemoving

some

controls,

increasing

theaccountability

and

responsibility,

autonomy.Creating

complete

and

natural

work

unitsProviding

regular

and

continuous

feedbackdirectly

to

employees

instead

of

throughsupervisors.Encouraging

employees

to

take

on

new

andchallenging

tasks

and ing

experts

at

a

task.Job

Characteristics

Theory3-21Critical

Psychological

StatesMeaningfulness

of

work

reflects

the

degree

towhich

work

tasks

are

viewed

as

somethingthat

“counts”

in

the

employee’s

system

ofphilosophies

and

beliefs.Responsibility

for es

captures

the

degree

towhich

employees

feel

that

they

are

key

driversof

the

quality

of

the

unit’s

work.Knowledge

of

results

reflects

the

extent

towhich

employees

know

how

well

(or

howpoorly)

they

are

doing.Job

CharacteristicsTheoryFigure

3-33-22Job

Characteristics

Theory,

Cont’dVariety

is

the

degree

to

which

the

jobrequires

a

number

of

different

activities

thatinvolve

a

number

of

different

skills

andtalents.Identity

is

the

degree

to

which

the

jobrequires

completing

a

whole,

identifiable,piece

of

work

from

beginning

to

end

with

avisible

e.Significance

is

the

degree

to

which

the

jobhas

a

substantial

impact

on

the

lives

of

otherpeople,

particularly

people

in

the

world

atlarge.3-23Job

Characteristics

Theory,

Cont’d3-24Autonomy

is

the

degree

to

which

the

jobprovides

freedom,

independence,

anddiscretion

to

the

individualperformingthework.Feedback

is

the

degree

to

whichcarryingout

the

activities

required

by

the

jobprovides

theworkerwith

clearinformationabouthowwellheorsheisperforming.Job

Characteristic

Moderators3-25Knowledge

and

skillGrowth

need

strengthCaptures

whether

employees

have

strongneeds

for

personal plishment

ordeveloping

themselves

beyond

where

theycurrently

are.Both

of

these

increase

the

strength

oftherelationships

within

the

modelGrowth

Need

Strength

as

a

Moderatorof

Job

CharacteristicEffectsFigure

3-43-26Job

Enrichment3-27Job

enrichment

occurs

when

the

dutiesand

responsibilities

associated

with

a

jobare

expanded

to

provide

more

variety,identity,

autonomy,

and

so

forth.»

Can

boost

job

satisfaction

levels»

Can

heighten

work

accuracy

and

customersatisfaction,

though

training

and

labor

coststend

to

rise

as

a

result

of

such

changes感受（affect)

感觉(feelings)、情绪、心情情绪(emotions):emotum,波动，事物引发的反应，不是特质，同事批评而不爽,she

isvery

emotional内感情绪(felt

emotions)外显情绪(displayed

emotions)心情（心境moods)：沮丧，找不出原因, I

had

a

badmood女生比男生敏锐？Moods

and

Emotions3-29Job

satisfaction

reflects

what

you

thinkand

feel

about

your

job.»

Rational»

EmotionalA

satisfied

employee

feels

good

about

hisor

her

job

on

average.Hour-by-Hour

Fluctuations

in

JobSatisfaction

during

the

WorkdayFigure

3-53-30Moods

and

Emotions,

Cont’d3-31Moods

are

states

of

feeling

that

are

oftenmild

in

intensity,

last

for

an

extendedperiod

of

time,

and

are

not

explicitlydirected

at

or

caused

by

anything.»

Pleasantness»

Engagement»

“I’m

feeling

grouchy”Different

Kinds

of

MoodFigure

3-63-32Moods

and

Emotions,

Cont’d3-33Emotions

are

states

of

feeling

that

are

oftenintense,

last

for

only

a

few

minutes,

and

areclearly

directed

at

(and

caused

by)

someone

orsome

circumstance.»

Positive

emotions

include

joy,

pride,

relief,

hope,love,

and

compassion.»

Negative

emotions

include

anger,

anxiety,

fear,

guilt,shame,

sadness,

envy,

and

disgust.»

“I’m

feeling

angry

at

my

boss”»

Emotions

are

always

about

something.Discussion

Questions3-34What

emotion

do

you

think

an

employeeexperiences

reading

a

disrespectful

e-mailfrom

their

boss?What

emotion

do

you

think

an

employeeenjoys

during

a

funny

conversation

with

afriend?满意与情绪、心情之关系？因快乐而满意，或因满意而快乐？Moods

and

Emotions,

Cont’dEmotional

labor

is

the

need

to

manageemotions

to

complete

job

dutiessuccessfully.»

Flight

attendantsEmotional

contagion

shows

that

oneperson

can

“catch”

or

“be

infected

by”

theemotions

of

another

person.»

Customer

service

representativeOB

onScreen»

The

Island3-35Emotional

Intelligence,

EQThe

ability

to

detect

and

manageemotional

cues

and

informationSelf-awarenessSelf-managementSelf-motivationEmpathySocial

skillsHow

Important

is

Satisfaction?3-37Job

satisfaction

does

influence

job

performance.»

It

is

moderately

correlated

with

task

performance.

Satisfiedemployees

do

a

better

job

of

fulfilling

the

duties

describedin

their

job

descriptions.Job

satisfaction

is

correlated

moderately

withcitizenship

behavior.»

Satisfied

employees

engage

in

more

frequent

“extra

mile”behaviors

to

help

their

coworkers

and

their

organization.Job

satisfaction

influences

organizationalcommitment.»

Job

satisfaction

is

strongly

correlated

with

affectivecommitment,

so

satisfied

employees

are

more

likely

towantto

stay

with

the

organization.Effects

of

Job

SatisfactiononPerformance

and

CommitmentFigure

3-73-38Life

Satisfaction3-39Job

satisfaction

is

strongly

related

to

lifesatisfaction,

or

the

degree

to

whichemployees

feel

a

sense

of

happiness

withtheir

lives.People

feel

better

about

their

lives

whenthey

feel

better

about

their

jobs.Increases

in

job

satisfaction

have

astronger

impact

on

life

satisfaction

than

doincreases

in

salary

or

e.Takeaways3-40Job

satisfaction

is

a

pleasurable

emotional

stateresulting

from

the

appraisal

of

one’s

job

or

jobexperiences.

It

represents

how

you

feel

about

yourjob

and

what

you

think

about

your

job.Values

are

things

that

people

consciously

orsubconsciously

want

to

seek

orattain. According

tovalue-percept

theory,

job

satisfaction

depends

onwhether

you

perceive

that

your

job

suppliesthosethings

that

you

value.People

often

appraise

their

job

satisfactionaccording

to

more

specific

facets

of

their

job.»

pay

satisfaction,

promotion

satisfaction,

supervision

satisfaction,coworkersatisfaction,

and

satisfaction

with

the

workitself.Takeaways,

Cont’d3-41Job

characteristics

theory

suggests

that

five

“corecharacteristics”—variety,

identity,

significance,autonomy,

and

feedback—combine

to

result

inparticularly

high

levels