MGMT Exam 1

Define job performance and real life example

Definition: Value of employee behaviors that contribute to organizational goals.

Example: A server giving excellent customer service and upselling wine to improve sales.

Define task performance and real life example

Definition: Job duties directly involved in producing goods/services.

Example: A chef cooking meals according to the menu.

Define overall citizenship behavior and explain their value in promoting a positive workplace and real life example

Definition: Voluntary, helpful actions not in job description that improve workplace.

Value: Builds teamwork, positivity, and efficiency.

Example: An employee helping a coworker with computer issues.

Define counterproductive behavior and explain the impact on organizational goals and real life example

Definition: Behaviors that harm the organization or its members.

Impact: Reduces productivity, hurts culture, costs money.

Example: An employee stealing supplies.

Define organizational citizenship behavior

Definition: Discretionary behaviors that support the company and its mission.

Define interpersonal citizenship behavior

Definition: Helping and supporting coworkers.

Example: Covering a shift for a teammate.

serious/organizational CWBs example

Property deviance (sabotage, theft).

Describe minor/organizational CWBs example

Production deviance (wasting resources, leaving early).

serious/interpersonal CWBs example

Personal aggression (harassment, abuse).

minor interpersonal CWBs example

Gossiping, being rude.

Define organizational commitment and real life example 

Definition: Employee’s desire to stay with organization.

Example: Staying at a company due to loyalty.

Define withdrawal behavior and its relationship with commitment and real life example

Definition: Actions employees take to avoid work (psychological or physical).

Relationship: More withdrawal = less commitment.

Example: Calling in sick to avoid work.

define Affective commitment and its characteristics and its influence on behavior and real life example

Definition: Emotional attachment/desire to stay.

Behavior Influence: Increases OCBs.

Example: Staying because you love the people/culture.

define normative commitment and its characteristics and its influence on behavior and real life example

Definition: Feeling of obligation to stay.

Behavior Influence: Prevents quitting even if unhappy.

Example: Staying because company paid for your training.

define continuance commitment and its characteristics and its influence on behavior and real life example

Definition: Costs of leaving are too high.

Behavior Influence: Reduces turnover.

Example: Staying because of good salary/benefits.

Identify the 4 main responses to negative workplace events

Exit, Voice, Loyalty, Neglect.

Exit response

Quitting or leaving.

Neglect response

reducing effort, ignoring tasks

Loyalty response

waiting optimistically for improvement

Voice response

speaking up to fix issues

Describe psychological withdrawal

Mental disengagement (daydreaming, cyberloafing).

Describe physical withdrawal

Physically avoiding work (tardiness, absenteeism).

Define job satisfaction and real life example

Definition: Positive emotional state about one’s job.

Example: Loving your serving job because of teamwork.

Describe pay category specific values and how they influence job satisfaction and real life example

Influence: Satisfaction tied to fairness of pay.

Example: Happy if pay matches performance.

Describe promotion category specific values and how they influence job satisfaction and real life example

Influence: Satisfaction if there are growth opportunities.

Example: Excited about chances for advancement

Describe how supervisor category specific values influence job satisfaction

Satisfaction tied to boss’s support and fairness.

Describe how coworker category specific values influence job satisfaction

Influence: Satisfaction tied to enjoyable, helpful peers.

Describe work itself category specific values and how it influences job satisfaction

Satisfaction from tasks being meaningful. Example: Nurse feels fulfilled helping patients.

describe how altruism specific values influence job satisfaction 

Satisfaction from helping others.

describe status specific values and how it influences job satisfaction

Satisfaction from prestige, recognition.

describe environment specific values and how it influences job satisfaction

Satisfaction from comfort/safety at work.

Pay- what kind of correlation with overall job satisfaction?

weak

Promotion- what kind of correlation with overall job satisfaction?

moderate

Supervisor satisfaction: what kind of correlation with overall job satisfaction? 

strong

Coworker satisfaction: what kind of correlation with overall job satisfaction?  

strong

Description of job characteristics theory and explain how the five core characteristics can lead to satisfaction with the work itself. What does this theory help us figure out?

5 core traits (variety, identity, significance, autonomy, feedback) → satisfaction with work. Helps redesign jobs to improve satisfaction.

variety

Different tasks use multiple skills. Event planner organizing diverse events.

describe autonomy and real life example

Freedom in decision-making. Example: Sales rep choosing how to approach clients.

describe identify and real life example

Completing a whole, visible piece of work. Example: Carpenter building an entire table.

describe significance and real life example

Work impacts others. Ex.) Teacher shaping students’ futures.

describe feedback and real life example

Clear knowledge of performance. Example: Receiving customer reviews.

Explain how day-to-day events affect job satisfaction

Positive/negative moods influence satisfaction and performance.

Explain how job satisfaction influences job performance, organizational commitment and real life example

Increases performance and commitment. Ex.) Happy employees go above and beyond.

Define stress

Psychological response to demands.

define stressor

Demands that cause stress.

define strain

Negative effects of stress.

Identify the four main types of work stressors

nonwork challenge, nonwork hindrance, work challenge, work hindrance

nonwork challenge example

Having kids (demanding but meaningful).

nonwork hindrance example

family conflict

work challenge example

learning new technology

define work hindrance and example

stressful demands at work that block you from reaching goals or growing. They’re frustrating, not motivating. Examples: Getting conflicting instructions from two supervisors.

Emotion focus coping

Managing emotional reactions (meditation).

problem focus coping

Tackling the stressor directly (time management).

behavioral coping

Physical actions to reduce stress (exercise).

cognitive coping

Thinking differently about stressor (reframing).

describe the three negative types of strain

physiological - headaches, illness

psychological - anxiety, burnout

behavioral - overeating, substance abuse

Explain how hindrance stress affects job performance and organizational commitment.

Lowers both

Explain how challenge stress affects job performance and organizational commitment.

can increase motivation, improving performance and commitment (to a point)