3
Source: Richard McDowell/Alamy Stock Photo
Attitudes and
Job Satisfaction
LEARNING OBJECTIVES
After studying this chapter, you should be able to:
3-1 ontrast the three components
C
of an attitude.
3-5 ummarize the main causes
S
of job satisfaction.
3-2 ummarize the relationship between
S
attitudes and behavior.
3-6 Identify three outcomes of job
satisfaction.
3-3 3-4 Compare the major job attitudes.
3-7 Identify four employee responses to
job dissatisfaction.
Define job satisfaction.
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Attitudes and Job Satisfaction CHAPTER 3
This matrix identifies which features and end-of-chapter material will help
you develop specific skills employers are looking for in job candidates.
Employability Skills Matrix (ESM)
Myth or
Science?
Career
OBjectives
An Ethical
Choice
Point/
Counterpoint
Experiential
Exercise
Ethical
Dilemma
Case
Incident 1
Case
Incident 2
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
✓
Critical
Thinking
Communication
Collaboration
Knowledge
Application and
Analysis
✓
Social
Responsibility
✓
✓
✓
✓
✓
✓
MyLab Management Chapter Warm Up
If your instructor has assigned this activity, go to www.pearson.com/
mylab/management to complete the chapter warm up.
IN THE LEGOLAND WONDERLAND
I
magine working in a workplace divided into flexible work zones with no
specific seating arrangements and no offices for managers, where you
can choose to work in different settings that can support the activities or
tasks you are performing, within an environment that can provide the ambience that helps you perform at your best. Imagine a workplace that has
a variety of spaces that support different types of individual work as well
as teamwork, a workplace that includes a library, quiet-zone booths (which
are do-not-disturb places), areas that are equipped with high partitions for
“head down” work, as well as small, closed rooms for complete privacy and
circular “study caves” carved out of a wall for individual contemplation or
rest. A workplace where technology enhances job satisfaction and innovation plays a key role, and where creativity is constantly stimulated in various ways. A workplace that, apart from the workspace, includes a wellness
center (containing gyms, massage rooms, a swimming pool, a multi-use
indoor sports pitch, and more), a rooftop garden split over multiple floors,
and cafes where you can grab healthy and reenergizing food and beverages. This has been the vision, and ultimately the reality, for Lego’s work
environment set-up.
✓
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PART 2 The Individual
Some will wonder, why go to such lengths to create such an office environment? Lego shares a philosophy with Google, Microsoft, and Facebook
that their staff must be encouraged to be creative and to become, and they
seek to achieve this by providing exemplary working environments. They have
embedded in their organizational culture the belief that employees’ momentum and wellbeing is key to improving job satisfaction. Sophie Patrikios,
Senior Director of Consumer Services at Lego, has stated that the leadership at Lego is always supportive and driven by a clear vision; it is not fixated on numbers but on the core values of the company deriving from its
vision. Conversely, behaviors that are not in line with the values and the
vision of the company have no place in it. The company seeks to instill its
values and vision by encouraging management to allow space for creativity
and initiative.
Many at Lego will aver that thinking and behaving like this is in the company’s DNA, linked to their famous bricks, an outlet for creativity of many
a child (and adult). Others would add that this company has an authentic
reverence for its employees, seeking not just to appeal to their minds in
motivating performance but also to their hearts. More prosaically, o
­ thers
will see this as a way to re-engineer traditional HR to ensure a happy workforce for an ultimately profitable workplace. But if all these play an important role in employees’ overall job satisfaction—and of course they do
—how do these elements actually affect the way they formulate their attitudes about the company’s human resource management philosophy and
approach?
Sources: “Best Places to Work 2020,” Glassdoor, https://www.glassdoor.com/Award/
Best-Places-to-Work-LST_KQ0,19.htm; Alex Hern, The Guardian, “Google Submits Plans
for ‘Landscraper’ ­
London Headquarters,” June 1, 2017, https://www.theguardian.com/
technology/2017/jun/01/google-submits-plans-million-sq-ft-london-hq-construction-kingscross; The Long + Short, “Hot Desks: Inside LEGO’s Imaginative London Office,” July 11, 2016,
https://thelongandshort.org/spaces/lego-creative-london-hq; Indeed, “Lego Group Company Reviews by Employees, https://www.indeed.co.uk/cmp/The-Lego-Group/reviews;
Financial Times, “Happy Workplaces Help Companies Perform Better,” December 20,
2017, https://www.ft.com/content/6081b1fc-d0b2-11e5-92a1-c5e23ef99c77; Inside,
“A Great Company Culture Example: LEGO,” December 20, 2017, https://inside.6q.io/
company-culture-example-lego/.
Attitudes and Job Satisfaction CHAPTER 3
109
I
t’s a truism to say that a happy worker is a productive worker. As the chapteropening vignette shows, however, what contributes to the development of
job attitudes varies and may change over time. What factors besides organizational culture, leadership, and infrastructure affect job attitudes?1 Does having
a satisfying job really matter? Before we tackle these important questions, it’s
important to define what we mean by attitudes generally and by job attitudes in
particular.
MyLab Management Watch It
If your instructor has assigned this activity, go to www.pearson.com/
mylab/management to complete the video exercise.
Attitudes
3-1
Contrast the three
components of an attitude.
attitudes Evaluative statements or judgments concerning objects, people, or events.
cognitive component The opinion or belief
segment of an attitude.
affective component The emotional or
feeling segment of an attitude.
behavioral component An intention to
behave in a certain way toward someone
or something.
Attitudes are evaluative statements—either favorable or unfavorable—about
objects, people, or events. They reflect how we feel about something. When
you say, “I like my job,” you are expressing your attitude about your work.
Attitudes are complex. If you ask people about their attitude toward religion, Lady Gaga, or an organization, you may get a simple response, but the
underlying reasons are probably complicated. To fully understand attitudes, we
must consider their fundamental properties or components.
Typically, researchers assume that attitudes have three components: cognition,
affect, and behavior.2 The statement “My pay is low” is a cognitive component
of an attitude—a description of or belief in the way things are. It sets the stage
for the more critical part of an attitude—its affective component. Affect is the
emotional or feeling segment of an attitude reflected in the statement, “I am
angry over how little I’m paid.” Affect can lead to behavioral outcomes. The
behavioral component of an attitude describes an intention to behave a certain
way toward someone or something—as in, “I’m going to look for another job
that pays better.”
Viewing attitudes as having three components—affect, behavior, and cognition (e.g., the ABCs of attitudes)—helps understand their complexity and the
potential relationship between attitudes and behavior. For example, imagine
you (just now) realized that someone treated you unfairly. Aren’t you likely to
have almost instantaneous feelings occurring along with this realization? Thus,
cognition and affect are intertwined.
Exhibit 3-1 illustrates how the three components of an attitude are
related. In this example, an employee didn’t get a promotion he thought
he deserved. His attitude toward his supervisor is illustrated as follows: The
employee thought he deserved the promotion (cognition), he strongly
dislikes his supervisor (affect), and he has complained and taken action
(behavior).
In organizations, attitudes are important for their behavioral component.
For example, if workers vary in how committed they are to their organizations
and this commitment can lead to whether or not they stay or leave their jobs,
we should try to understand how this commitment is formed and how it might
be changed. Some research from the Netherlands suggests that, with organizational commitment, prior cognition and behavior both cause affect, although
these components are often difficult to separate.3
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PART 2 The Individual
Affect, behavior, and cognition are closely related.
Exhibit 3-1
The Components of an Attitude
Affective = feeling
I dislike my supervisor!
Behavioral = action
I’m looking for other work; I’ve
complained about my supervisor
to anyone who would listen.
Negative
attitude
toward
supervisor
Cognitive = evaluation
My supervisor gave a promotion
to a coworker who deserved it
less than I did. My supervisor is unfair.
Attitudes and Behavior
3-2
Summarize the relationship
between attitudes and
behavior.
cognitive dissonance Any incompatibility
between two or more attitudes or between
behavior and attitudes.
M03_ROBB3069_18_GE_C03.indd 110
Early research on attitudes assumed that they were causally related to behavior—
that is, the attitudes people hold determine what they do. However, one
researcher—Leon Festinger—argued that attitudes follow behavior. Other researchers have agreed that attitudes predict future behavior.4
Did you ever notice how people change what they say so it doesn’t contradict
what they do? Perhaps a friend of yours consistently argued that her apartment
complex was better than yours until another friend in your complex asked her
to move in with him; once she moved to your complex, you noticed her attitude toward her former apartment became more critical. Cases of attitude following behavior illustrate the effects of cognitive dissonance,5 contradictions
individuals might perceive between their attitudes and their behavior.
People seek a stable consistency among their attitudes and between their
attitudes and their behavior.6 Any form of inconsistency is uncomfortable, and
individuals therefore attempt to reduce or minimize it. When there is dissonance, people alter either their attitudes or behavior to minimize the dissonance, or they develop a rationalization for the discrepancy. Recent research
found, for instance, that the attitudes of employees who had emotionally challenging work events improved after they talked about their experiences with
coworkers. Social sharing helped these workers adjust their attitudes to behavioral expectations.7
No individual can avoid dissonance. You know texting while walking is
unsafe, but you do it anyway and convince yourself that nothing bad will happen. Or you give someone advice you have trouble following yourself. The
desire to reduce dissonance depends on three factors, including the importance
of the elements creating dissonance and the degree of influence we believe
we have over the elements. The third factor is the rewards of dissonance; high
rewards accompanying high dissonance tend to reduce tension inherent in the
dissonance (dissonance is less distressing if accompanied by something good,
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Attitudes and Job Satisfaction CHAPTER 3
111
Westin Hotels strives for consistency
between employee attitudes and
behavior through a global wellness
program to help employees improve
their health. Shown here is Westin’s
executive chef, Frank Tujague, whose
cooking demonstrations give employees direct experience with healthy
ingredients and cooking techniques.
Source: Diane Bondareff/AP Images
such as a higher pay raise than expected). Individuals are more motivated to
reduce dissonance when the attitudes are important or when they believe the
dissonance is due to something they can control.
The most powerful moderators of the attitude–behavior relationship are
the importance of the attitude, its correspondence to behavior, its accessibility, the
presence of social pressures, and whether a person has direct experience with
the attitude.8 Important attitudes reflect our fundamental values, self-interest,
or identification with individuals or groups we value. These attitudes tend to
show a strong relationship to our behavior. However, discrepancies between
attitudes and behaviors tend to occur when social pressures to behave in certain ways hold exceptional power, as in most organizations. You’re more likely
to remember attitudes you frequently express, and attitudes that our memories
can easily access are more likely to predict our behavior. The attitude–behavior
relationship is also likely to be much stronger if an attitude refers to something
with which we have direct personal experience.
Job Attitudes
3-3
Compare the major job
attitudes.
We have thousands of attitudes, but Organizational Behavior (OB) focuses on
a very limited number that form positive or negative evaluations that employees
hold about their work environments. Much of the research has looked at three
attitudes: job satisfaction, job involvement, and organizational commitment.9
Other important attitudes include perceived organizational support and
employee engagement.
Job Satisfaction and Job Involvement
job satisfaction A positive feeling about
one’s job resulting from an evaluation of its
characteristics.
M03_ROBB3069_18_GE_C03.indd 111
When people speak of employee attitudes, they usually mean job satisfaction,
a positive feeling about a job resulting from an evaluation of its characteristics.
A person with high job satisfaction holds positive feelings about the work, while a
person with low satisfaction holds negative feelings. Because OB researchers
give job satisfaction high importance, we’ll review this attitude in detail later.
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PART 2 The Individual
An Ethical Choice
Office Talk
Y
ou are working peacefully in
your cubicle when your coworker
invades your space, sitting on
your desk and nearly overturning your
coffee. As she talks about the morning
meeting, do you: (a) stop what you’re
doing and listen, or (b) explain that
you’re in the middle of a project and
ask to talk some other time?
Your answer may reflect your attitude toward office talk, but it should
be guided by whether your participation
is ethical. Sometimes, office conversations can help employees to process
information and find solutions to problems. Other times, office talk can be
damaging to everyone. Consider the
scenario from two perspectives: oversharing and venting.
More than 60 percent of 514 professional employees recently surveyed
indicated they encounter individuals
who frequently share too much about
themselves. Some are self-centered,
narcissistic, and “think you want to
know all the details of their lives,”
according to psychologist Alan Hilfer.
job involvement The degree to which
a person identifies with a job, actively
participates in it, and considers performance
important to self-worth.
psychological empowerment Employees’
belief in the degree to which they affect their
work environment, their competence, the
meaningfulness of their job, and their
autonomy in their work.
Despite the drawbacks, oversharers can be strong contributors. Billy
Bauer, director of marketing for manufacturer Royce Leather, is an oversharer who boasts about his latest
sales—which may push other employees to work harder. Employees can
also contribute to teamwork when
they share personal stories related to
organizational goals.
Now let’s look at this the other way.
According to Yale Professor Amy Wrzesniewski, when it comes to office talk,
some people are often “the first people
to become offended” when they think the
organization is making wrong decisions.
They can become emotional, challenging,
and outspoken about their views. If they
are not heard, they can increase their
venting or withdraw.
Yet these people can be topperforming employees: They are often
highly engaged, inspiring, and strong
team players who are more likely to
work harder than others. Venting their
frustrations helps restore a positive
attitude to keep them high performing.
Research indicates that venting to
coworkers can also build camaraderie.
Guidelines for acceptable office
conversation are almost nonexistent
in the contemporary age of openness,
personalization, and transparency, so
you must decide what kinds of office
talk are ethical and productive. Knowing who is approaching you for conversation, why they are approaching you,
what they may talk about, and how
you may keep the discussion productive and ethical can help you choose
whether to engage or excuse yourself.
Sources: Based on S. Shellenbarger, “Office
Oversharers: Don’t Tell Us about Last Night,”
The Wall Street Journal, June 25, 2014,
D2; A. S. McCance, C. D. Nye, L. Wang, K.
S. Jones, and C. Chiu, “Alleviating the Burden of Emotional Labor: The Role of Social
Sharing,” Journal of Management (February
2013): 392–415; S. Shellenbarger, “When
It Comes to Work, Can You Care Too Much?”
The Wall Street Journal, April 30, 2014, D3;
and F. Gino, “Teams Who Share Personal
Stories are More Effective,” Harvard Business Review, April 25, 2016, https://hbr
.org/2016/04/teams-who-share-personalstories-are-more-effective.
Related to job satisfaction is job involvement, the degree to which people
identify psychologically with their jobs and consider their perceived performance levels important to their self-worth.10 Employees with high job involvement strongly identify with and care about the kind of work they do. Another
closely related concept is psychological empowerment, or employees’ beliefs in
the degree to which they influence their work environment, their competencies, the meaningfulness of their job, and their autonomy.11
Research suggests that psychological empowerment strongly predicts job
attitudes and strain, while it moderately predicts performance behaviors. A
meta-analysis spanning 43 studies and over 15,000 employees found that empowerment tended to be more predictive of these outcomes when considering all
four beliefs (i.e., impact, competence, meaningfulness, and self-determination)
together instead of each one separately, although some evidence suggests meaningfulness empowerment beliefs have a strong effect on attitudes and strain,
even after taking the other factors into account.12
Organizational Commitment
organizational commitment The degree to
which an employee identifies with a particular organization and its goals and wishes to
maintain membership in the organization.
An employee with strong organizational commitment identifies with his or
her organization and its goals and wishes to remain a member. Emotional
attachment to an organization and belief in its values is the gold standard for
employee commitment.13
Attitudes and Job Satisfaction CHAPTER 3
113
Employees who are committed will be less likely to engage in work withdrawal even if they are dissatisfied because they feel that they should work hard
out of a sense of loyalty or attachment. They do not have other options, or it
would be difficult to leave.14 Even if employees are not currently happy with
their work, they may decide to continue with the organization if they are committed enough.
Perceived Organizational Support
perceived organizational support (POS)
The degree to which employees believe an
organization values their contribution and
cares about their well-being.
power distance The degree to which people
in a country accept that power in institutions
and organizations is distributed unequally.
Perceived organizational support (POS) is the degree to which employees
believe that the organization values their contributions and cares about their
well-being. An excellent example is R&D engineer John Greene, whose POS is
sky-high because CEO Marc Benioff and 350 fellow Salesforce.com employees
covered all his medical expenses and stayed in touch with him throughout his
recovery after he was diagnosed with leukemia. No doubt stories like this are
part of the reason Salesforce.com was in the top 25 of Fortune’s 100 Best Companies to Work For in 2017.15
People perceive their organizations as supportive when rewards are
deemed fair, employees have a voice in decisions, and they see their supervisors as supportive.16 POS is a predictor, but there are some cultural influences. POS is important in countries where the power distance, the degree
to which people in a country accept that power in institutions and organizations is distributed unequally, is lower. In low power-distance countries like
the United States, people are more likely to view work as an exchange than as
a moral obligation, so employees look for reasons to feel supported by their
organizations. In high power-distance countries like China, employee POS
perceptions are not as deeply based on demonstrations of fairness, support,
and encouragement.17
Employee Engagement
employee engagement The degree of
enthusiasm an employee feels for the job.
Employee engagement is an employee’s involvement with, satisfaction with,
and enthusiasm for the work he or she does. To evaluate engagement, we
might ask employees whether they have access to resources and opportunities
to learn new skills, whether they feel their work is important and meaningful,
and whether interactions with coworkers and supervisors are rewarding.18
Highly engaged employees have a passion for their work and feel a deep connection to their companies; disengaged employees have essentially checked
out, putting time but not energy or attention into their work. Engagement
becomes a real concern for most organizations because surveys indicate that
few employees—between 17 percent and 29 percent—are highly engaged by
their work.
Engagement levels determine many measurable outcomes. Reviews
of the research on employee engagement suggest that employee engagement is moderately related to employee and organizational performance.
A study of nearly 8,000 business units in 36 companies found that units
whose employees reported high-average levels of engagement achieved
higher levels of customer satisfaction, were more productive, brought in
higher profits, and experienced lower levels of turnover and accidents
than at other business units.19 Molson Coors, for example, found engaged
employees were five times less likely to have safety incidents, and when an
accident did occur, it was much less serious and less costly for an engaged
employee than for a disengaged one ($63 per incident versus $392). Caterpillar set out to increase employee engagement and recorded a resulting
80 percent drop in grievances and a 34 percent increase in highly satisfied
customers.20
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PART 2 The Individual
Performers smiling at guests at
Main Street U.S.A. in Disney’s Magic
Kingdom are committed to the company and its goal of giving visitors a
magical and memorable experience.
Through careful hiring and extensive
training, Disney ensures that employees identify with its priority of pleasing
customers by creating an unforgettable experience for them.
Source: Blaine Harrington/Age Fotostock/Alamy Stock
Photo
Such promising findings have earned employee engagement a following in
many business organizations and management consulting firms. However, the
concept generates active debate about its usefulness, partly because of the difficulty of separating it from related constructs. For example, some note that
employee engagement has been used to refer at different times to a variety of
different organizational phenomena, including psychological states, personality traits, and behaviors. They suggest, “The meaning of employee engagement
is ambiguous among both academic researchers and among practitioners who
use it in conversations with clients.” Another reviewer called engagement “an
umbrella term for whatever one wants it to be.”21 Another study found that
many of the survey questions used to measure employee engagement are similar to those found in satisfaction, commitment, and involvement measures.22
Other meta-analytic research suggests that the relationship between employee
engagement and job attitudes is extremely strong, leading one to question
whether or not they are measuring distinct concepts.23 For the most part,
research suggests that employee engagement predicts important outcomes.
For the most part, however, the amassed work to date calls into question how
distinct it is from other job attitudes. Thus, there is still work to be done.
Are These Job Attitudes All That Distinct?
You might wonder whether job attitudes are, in fact, distinct. If people feel like
their work is central to their being (high job involvement), isn’t it probable
that they like it, too (high job satisfaction)? Won’t people who think their organization is supportive (high perceived organizational support) also feel committed to it (strong organizational commitment)? Evidence suggests these
attitudes are highly related, perhaps to a confusing degree as mentioned in the
prior section.
There is some distinctiveness among attitudes, but they overlap greatly for
various reasons, including the employee’s personality. Generally, if you know
someone’s level of job satisfaction, you know most of what you need to know
about how that person sees the organization. Next, we will consider the implications of job satisfaction and then job dissatisfaction.
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Attitudes and Job Satisfaction CHAPTER 3
115
Job Satisfaction
3-4
Define job satisfaction.
We have already discussed job satisfaction briefly. Now let’s dissect the concept
more carefully. How do we measure job satisfaction? What causes an employee
to have a high level of job satisfaction? How do satisfied employees affect an
organization? Before you answer these questions, a look at the list of worst jobs
for job satisfaction (Exhibit 3-2) may give you some indications. You may be
surprised that they are not all low-paying jobs.
Measuring Job Satisfaction
Our definition of job satisfaction—a positive feeling about a job resulting from
an evaluation of its characteristics—is broad. Yet that breadth is appropriate.
A job is more than just shuffling papers, writing programming code, waiting
on customers, or driving a truck. Jobs require interacting with coworkers and
bosses, following organizational rules and policies, determining the power
structure, meeting performance standards, living with less-than-ideal working
conditions, adapting to new technology, and so forth. An employee’s assessment of satisfaction with the job is thus a complex summation of many discrete
elements. How, then, do we measure it?
Two approaches are popular. The single global rating is a response to
one question, such as “All things considered, how satisfied are you with your
job?” Respondents circle a number between 1 and 5 on a scale from “highly
satisfied” to “highly dissatisfied.” The second method, the summation of job
facets, is more sophisticated. It identifies key elements in a job such as the
type of work, skills needed, supervision, present pay, promotion opportunities, culture, and relationships with coworkers. Respondents rate these on a
standardized scale, and researchers add the ratings to create an overall job
satisfaction score.
Is one of these approaches superior? Summing up responses to a number of job factors seems, based on one’s intuition, likely to achieve a more
accurate evaluation of job satisfaction. Research doesn’t entirely support this
Exhibit 3-2
Worst Jobs of 2016 for Job Satisfaction*
Full-year income
$37,200
Newspaper reporter
$35,160
Logger
$37,200
Broadcaster
Disc jockey
$29,010
Enlisted military
$27,936
Pest control worker
$30,660
$21,670
Retail salesperson
$47,890
Advertising salesperson
Taxi driver
$23,210
$45,970
Firefighter
0
10,000 20,000 30,000 40,000 50,000 60,000
*Based on physical demands, work environment, income, stress, and hiring outlook.
Source: Based on CareerCast.com (2016), http://www.careercast.com/jobs-rated/worst-jobs-2016.
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PART 2 The Individual
approach, however.24 This is one of those rare instances in which simplicity
seems to work as well as complexity, making one method essentially as valid as
the other. Both methods can be helpful. The single global rating method isn’t
very time consuming, while the summation of job facets helps managers zero in
on problems and deal with them faster and more accurately.
How Satisfied Are People in Their Jobs?
Are most people satisfied with their jobs? You may want to consider the OB Poll
before you answer. Job satisfaction levels can remain quite consistent over time.
For instance, U.S. average job satisfaction levels were consistently high from
1972 to 2006.25 However, economic conditions tend to influence job satisfaction rates. In late 2007, the economic contraction precipitated a drop-off in
job satisfaction; the lowest point was in 2010, when 42.6 percent of U.S. workers reported satisfaction with their jobs.26 Approximately 47.7 percent of U.S.
workers reported satisfaction with their jobs in 2014,27 but the rebound was still
far off the 1987 level of 61.1 percent.28 Job satisfaction rates tend to vary in different cultures worldwide, and, of course, there are always competing measurements that offer alternative viewpoints.
The facets of job satisfaction levels can vary widely. As shown in Exhibit 3-3,
people have typically been more satisfied with their jobs overall, the work itself,
and their supervisors and coworkers than they have been with their pay and
promotion opportunities.
There are some cultural differences in job satisfaction. Exhibit 3-4 provides
the results of a global study of job satisfaction levels of workers in 15 countries,
with the highest levels in Mexico and Switzerland. Do employees in these cultures have better jobs? Or are they simply more positive (and less self-critical)?
Conversely, the lowest score in the study was for South Korea. Autonomy is low
in South Korean culture, and businesses tend to be rigidly hierarchical in structure. Does this make for low job satisfaction?29 It is difficult to discern all the
factors influencing the scores, but considering how businesses are responding
to changes brought on by globalization may give us clues.
OB POLL
Happy Places
Percentage of 168,000 employees who responded YES to “Are you happy in your job?”
65%
62%
60%
55%
54%
53%
50%
49%
45%
40%
Worldwide
average
Europe,
Middle East,
and Africa
All
Americas
Asia
Pacific
Sources: Based on Statista (2013), http://www.statista.com/statistics/224508/employee-job-satisfaction-worldwide/; Kelly Services Group (2012),
http://www.kellyocg.com/uploadedFiles/Content/Knowledge/Kelly_Global_Workforce_Index_Content/Acquisition%20and%20Retention%20
in%20the%20War%20for%20Talent%20Report.pdf.
Attitudes and Job Satisfaction CHAPTER 3
Exhibit 3-3
117
Average Job Satisfaction Levels by Facet
100
90
80
Percentage
70
60
50
40
30
20
10
0
Work Itself
Exhibit 3-4
6.00
5.80
5.88
5.60
5.40
5.72
Pay
Promotion Supervision
Overall
Average Levels of Employee Job Satisfaction by Country
5.63
5.51 5.46
5.45 5.44
5.30 5.27
5.20
Coworkers
5.24 5.22
5.00
5.18 5.16
4.89
4.80
4.76
4.60
4.40
itz
Sw
M
ex
ic
o
er
la
N nd
or
w
De ay
Un nm
ite ark
d
St
at
es
Ja
pa
G
er n
m
an
Sw y
G
ed
re
at en
Br
ita
in
C
an
ad
a
Ru
ss
ia
A
C
ze ustr
al
ch
Re ia
pu
bl
ic
Fr
So an
ce
ut
h
Ko
re
a
4.20
Source: Based on J. H. Westover, “The Impact of Comparative State-Directed Development on Working Conditions and Employee
Satisfaction,” Journal of Management & Organization 19, no. 4 (2013): 537–54.
What Causes Job Satisfaction?
3-5
Summarize the main causes
of job satisfaction.
M03_ROBB3069_18_GE_C03.indd 117
Think about the best job you’ve ever had. What made it great? The reasons can
differ greatly. Let’s discuss some characteristics that likely influence job satisfaction, starting with job conditions.
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PART 2 The Individual
Employee engagement is high at
Baptist Health of South Florida, where
employees share a serious commitment to patient care and are passionate about the work they do. Looking
at an electrocardiogram (EKG) readout, hospital employees Yaima Millan
and Marvin Rosete feel their work is
meaningful and can make a difference
in patients’ lives.
Source: Wilfredo Lee/AP Images
Job Conditions
Generally, interesting jobs that provide training, variety, independence, and
control satisfy most employees. Interdependence, feedback, social support, and
positive interactions with coworkers and even customers are also strongly related
to job satisfaction, even after accounting for characteristics of the work itself.30
As you may have guessed, managers also play a big role in employees’ job satisfaction. One review of nearly 70,000 employees from 23 countries found that the
quality of exchange between the leaders and their employees is more strongly
related to job satisfaction in more individualistic (e.g., Western) cultures than it
is in more collectivistic (e.g., Asian) cultures.31 However, another meta-analysis
demonstrated that leader emotional intelligence (see Chapter 6) is more
strongly related to job satisfaction in more collectivistic cultures.32
Thus, job conditions—especially the intrinsic nature of the work itself,
social interactions, and supervision—are important predictors of satisfaction
and employee well-being.33 Although each is important, and although their
relative value varies across employees, the intrinsic nature of the work is most
important.34
Personality
core self-evaluation (CSE) Believing in one’s
inner worth and basic competence.
As important as job conditions are to job satisfaction, personality also plays an
important role.35 People who have a positive core self-evaluation (CSE)—who
believe in their inner worth and basic competence—are more satisfied with
their jobs than people with negative CSEs. For those in collectivist cultures,
those with high CSEs may realize particularly high job satisfaction.36
MyLab Management
Personal Inventory Assessments
Go to www.pearson.com/mylab/management to complete the Personal
Inventory Assessment related to this chapter.
119
Attitudes and Job Satisfaction CHAPTER 3
Percent of Job Satisfaction Scale Maximum
Exhibit 3-5
Relationship between Average Pay in Job and
Job Satisfaction of Employees in That Job
90%
80%
70%
60%
50%
$20,000 $40,000 $60,000 $80,000 $100,000 $120,000 $140,000 $160,000
Pay in US$—2009
Source: Based on T. A. Judge, R. F. Piccolo, N. P. Podsakoff, J. C. Shaw, and B. L. Rich, “The Relationship between Pay and Job Satisfaction:
A Meta-Analysis of the Literature,” Journal of Vocational Behavior 77, no. 2 (2010): 157–67.
Pay
You’ve probably noticed that pay comes up often when people discuss job
satisfaction. Pay does correlate with job satisfaction and overall happiness for
many people, but the effect can be smaller once an individual reaches a standard level of comfortable living. Look at Exhibit 3-5. It shows the relationship
between the average pay for a job and the average level of job satisfaction. As
you can see, there isn’t much of a relationship there. Money does motivate people, as we will discover in Chapter 5. But what motivates us is not necessarily the
same as what makes us happy.
Corporate Social Responsibility (CSR)
corporate social responsibility (CSR)
An organization’s self-regulated actions
to benefit society or the environment
beyond what is required by law.
M03_ROBB3069_18_GE_C03.indd 119
Would you be as happy to work for an organization with a stated social welfare mission as one without? An organization’s commitment to corporate social
responsibility (CSR), or its self-regulated actions to benefit society or the environment beyond what is required by law, increasingly affects employee job satisfaction. Organizations practice CSR in several ways, including environmental
sustainability initiatives, nonprofit work, and charitable giving.
CSR is good for the planet and good for people. Research suggests that
American and Australian employees whose personal values fit with their organization’s CSR mission are often more satisfied.37 In fact, of 59 large and small
organizations surveyed, 86 percent reported they have happier employees
because of their CSR programs.38
The relationship between CSR and job satisfaction is particularly strong for
millennials. “The next generation of employees is seeking out employers that
are focused on the triple bottom line: people, planet, and revenue,” said Susan
Cooney, founder of philanthropy firm Givelocity.39 CSR allows workers to serve
a higher purpose or contribute to a mission. According to researcher Amy
Wrzesniewski, people who view their work as part of a higher purpose often
realize higher job satisfaction.40 However, an organization’s CSR efforts must be
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well governed and its initiatives must be sustainable for long-term job satisfaction benefits.41
Although the link between CSR and job satisfaction is strengthening, not
all employees find value in CSR.42 Therefore, organizations need to address a
few issues to be most effective. First, not all projects are equally meaningful for
every person’s job satisfaction, yet participation for all employees is sometimes
expected. For instance, Lisa Dewey, a partner at one of the world’s largest law
firms, said, “All DLA Piper attorneys and staff are encouraged to participate in
the firm’s pro bono and volunteer projects.”43 Requiring these activities may
decrease overall job satisfaction for those who do not wish to volunteer their time
but are required to do so.
Second, some organizations require employees to contribute in a prescribed manner. For instance, consulting firm entreQuest’s CEO, Joe Mechlinksi, requires employees to participate in “Give Back Days” by serving in a
soup kitchen, building a Habitat for Humanity house, or mentoring children.
These choices may not fit every individual’s vision of CSR. Pressuring people
to go “above and beyond” in ways that are not natural for them can burn them
out for future CSR projects44 and lower their job satisfaction, particularly when
CSR projects provide direct benefits to the organization (such as positive press
coverage).45 People want CSR to be genuine and authentic.
Third, CSR measures can seem disconnected from the employee’s actual
work,46 providing no increase in job satisfaction. After watching consulting firm
KPMG’s “over the top” video that boasted of involvement in the election of Nelson Mandela and the end of apartheid, the launch of the first space station by
NASA, and the freedom of U.S. hostages in Iran, one anonymous employee questioned his employment. “If I want to really make a change,” he said, “why would I
sit here?”47
In sum, CSR is a needed, positive trend of accountability and serving. It can
also contribute significantly to increased employee job satisfaction when managed well.
Outcomes of Job Satisfaction
3-6
Identify three outcomes
of job satisfaction.
Having discussed some of the causes of job satisfaction, we now turn to some
specific outcomes.
Job Performance
As several studies have concluded, happy workers are more likely to be productive workers. Some researchers used to believe the relationship between job satisfaction and job performance was a myth, but a review of 300 studies suggested
the correlation is quite robust.48 Individuals with higher job satisfaction perform better, and organizations with more satisfied employees tend to be more
effective than those with fewer.
Organizational Citizenship Behavior (OCB)
It seems logical that job satisfaction should be a major determinant of an
employee’s organizational citizenship behavior (known as OCB or as citizenship behavior; see Chapter 1).49 OCBs include people talking positively about
their organizations, helping others, and going beyond the normal expectations
of their jobs. Evidence suggests job satisfaction is moderately correlated with
OCB; people who are more satisfied with their jobs are more likely to engage in
citizenship behavior.50
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Attitudes and Job Satisfaction CHAPTER 3
121
Luxury automotive companies like
Lamborghini understand that giving
customers the ability to customize
the car is key to gaining their satisfaction and loyalty. The company thus
launched the “Lamborghini Ad Personam” program with a dedicated staff
in charge of meeting any customer’s
wish with a range of combinations
from colors to materials to make each
car unique.
Source: dpa picture alliance/Alamy Stock Photo
Why does job satisfaction lead to OCB? One reason is trust. Research
in 18 countries suggests that managers reciprocate employees’ OCB with
trusting behaviors of their own.51 Individuals who feel that their coworkers
support them are also more likely to engage in helpful behaviors than those
who have antagonistic coworker relationships.52 Personality matters, too.
Individuals with certain personality traits (extraversion and conscientiousness; see Chapter 5) are more satisfied with their work, which in turn leads
them to engage in more OCB.53 Individuals who receive positive feedback
on their OCB from their peers are more likely to continue their citizenship
activities.54
Customer Satisfaction
Because customer satisfaction is a key outcome in the service industry, it’s reasonable to ask whether employee satisfaction is related to positive customer
outcomes. For employees with regular customer contact, the answer appears
to be yes. Satisfied employees and managers appear to increase customer satisfaction and loyalty.55 Recent research suggests that employee and customer
satisfaction are reciprocally related and that the inward effect of customer satisfaction on employee satisfaction might be stronger than the employee–customer
relationship.56
A number of companies are acting on this evidence. Online shoe retailer
Zappos is so committed to finding customer service employees who are satisfied with the job that it offers a $2,000 bribe to quit the company after training, figuring the least satisfied will take the cash and go.57 Zappos employees
are empowered to “create fun and a little weirdness” to ensure that customers
are satisfied, and it works: Of the company’s more than 24 million customers,
75 percent are repeat buyers. For Zappos, employee satisfaction has a direct
effect on customer satisfaction.
Life Satisfaction
Until now, we’ve treated job satisfaction as if it were separate from life satisfaction, but they may be more related than you think, with evidence suggesting
that they mutually influence one another.58 Research in Europe indicated that
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PART 2 The Individual
How can I make my job better?
Honestly, I hate my job. But there are
reasons I should stay: This is my first
job out of college, it pays pretty well,
and it will establish my career. Is there
any hope, or am I doomed until I quit?
— Taylor
Dear Taylor:
You’re not doomed! You can work on
your attitude to either improve your
experience or find a positive perspective. In other words, if you can turn “I
hate my job” into “this is what I’m doing
to make my situation better,” your job
satisfaction is likely to improve. Try this:
• Write
•
down everything you hate
about your job, but wait until you
have a few days off so you can get
a more objective viewpoint. Be specific. Keep asking yourself why, as in,
“Why do I dislike my office mate?”
Also, consider your history: Was the
job always a problem? Or perhaps
circumstances have changed?
Now write down everything you like
about the job. Again, be specific.
Think about the environment, the
people, and the work separately.
Find something positive, even if it’s
just the coffee in the break room.
• Compare
•
•
your lists for clues about
your attitude and job satisfaction.
Look for mentions of the work or the
people. Job satisfaction is generally
more strongly related to how interesting your work is than it is to other
factors. People, especially your
supervisor, are important to your
attitude toward work as well.
Read your lists aloud to a few trusted
friends (you don’t want to rant about
your boss with your coworkers). Ask
them to help process your grievances. Are there deal breakers like
harassment?
Decide whether you can talk with
your manager about this. According
to Roy L. Cohen, author of The Wall
Street Professional’s Survival Guide,
“consider whether how you’re being
treated is unique to you or shared
by your colleagues.” If everyone has
the same problem, especially if the
problem is the boss, you probably
shouldn’t approach your manager.
But changes can be made in most
situations.
Based on the sources of your grievances and your ability to make changes
Career OBjectives
in the workplace, you may choose to
address the issues, or develop skills
for your next job. Meanwhile, don’t sabotage yourself with sloppy performance
and complaints. Instead, look for positive reinforcement, join a professional
organization, or volunteer. Happy employees are healthier. You deserve to be
one of them.
Sources: Based on “Employee Engagement,” Workforce Management (February 2013): 19; A. Hurst, “Being ‘Good’
Isn’t the Only Way to Go,” The New York
Times, April 20, 2014, 4; R. E. Silverman, “Work as Labor or Love?” The Wall
Street Journal, October 18, 2012, D3; H.
J. Smith, T. F. Pettigrew, G. M. Pippin, and
S. Bialosiewicz, “Relative Deprivation:
A Theoretical and Meta-Analytic Review,”
Personality and Social Psychology Review
16 (2012): 203–32; and A. Tugend, “Survival
Skills for a Job You Detest,” The Wall Street
Journal, April 7, 2012, B5.
The opinions provided here are of the managers and authors only and do not necessarily reflect those of their organizations. The
authors or managers are not responsible for
any errors or omissions, or for the results
obtained from the use of this information.
In no event will the authors or managers, or
their related partnerships or corporations
thereof, be liable to you or anyone else for
any decision made or action taken in reliance
on the opinions provided here.
job satisfaction is positively correlated with life satisfaction, and your attitudes
and experiences in life spill over into your job approaches and experiences.59
Life satisfaction decreases when people become unemployed, according to
research in Germany, and not just because of the loss of income.60 For most
individuals, work is an important part of life, and therefore it makes sense that
our overall happiness depends in no small part on our happiness in our work
(our job satisfaction).
The Impact of Job Dissatisfaction
3-7
Identify four employee
responses to job
dissatisfaction.
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What happens when employees dislike their jobs? One theoretical model—the
exit–voice–loyalty–neglect framework—is helpful for understanding the consequences of dissatisfaction. Exhibit 3-6 illustrates employees’ four responses to
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Attitudes and Job Satisfaction CHAPTER 3
Exhibit 3-6
123
Responses to Dissatisfaction
Constructive
Destructive
Active
VOICE
EXIT
Passive
LOYALTY
NEGLECT
job dissatisfaction, which differ along two dimensions: constructive/destructive
and active/passive. The responses are as follows:61
exit Dissatisfaction expressed through
behavior directed toward leaving the
organization.
voice Dissatisfaction expressed through
active and constructive attempts to improve
conditions.
loyalty Dissatisfaction expressed by
passively waiting for conditions to improve.
neglect Dissatisfaction expressed through
allowing conditions to worsen.
• Exit. The exit response directs behavior toward leaving the organization,
including looking for a new position or resigning. To measure the effects
of this response to dissatisfaction, researchers study individual terminations and collective turnover, the total loss to the organization of employee
knowledge, skills, abilities, and other characteristics.62
• Voice. The voice response includes actively and constructively attempting
to improve conditions, including suggesting improvements, discussing
problems with superiors, and undertaking union activity.
• Loyalty. The loyalty response means passively but optimistically waiting for
conditions to improve, including speaking up for the organization in the
face of external criticism and trusting the organization and its management to “do the right thing.”
• Neglect. The neglect response passively allows conditions to worsen and
includes chronic absenteeism or lateness, reduced effort, and an increased
error rate.
Exit and neglect behaviors are linked to performance variables such as
productivity, absenteeism, and turnover. But this model expands employee
responses to include voice and loyalty—constructive behaviors that allow individuals to tolerate unpleasant situations or improve working conditions. The
model helps us understand various situations. For instance, union members
often express dissatisfaction through the grievance procedure or formal contract negotiations. These voice mechanisms allow them to continue in their
jobs while acting to improve the situation.
As helpful as this framework is, it is quite general. We will next address
counter­productive work behavior, a behavioral response to job dissatisfaction.
counterproductive work behavior (CWB)
Actions that actively damage the organization, including stealing, behaving aggressively
toward coworkers, or being late or absent.
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Counterproductive Work Behavior (CWB)
Substance abuse, stealing at work, undue socializing, gossiping, absenteeism, and
tardiness are examples of behaviors that are destructive to organizations. They are
indicators of a broader syndrome called counterproductive work behavior (CWB),
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PART 2 The Individual
also termed deviant behavior in the workplace, or simply employee withdrawal
(see Chapter 1).63 Like other behaviors we have discussed, CWB doesn’t just
happen—the behaviors often follow negative and sometimes long-standing attitudes. Therefore, if we can identify the predictors of CWB, we may lessen the
probability of its effects.
Generally, job dissatisfaction predicts CWB. People who are not satisfied
with their work become frustrated, which lowers their performance64 and
makes them more prone to CWB.65 However, some research also suggests
that this relationship might be stronger for men than for women, given that
men tend to exhibit more aggressiveness and less impulse control.66 Individual personality traits also matter. A study of Chinese knowledge workers
revealed that CWB was prevalent and that personality variables, including
agreeableness, neuroticism, conscientiousness, and locus of control, were
a more important predictor than demographic and job characteristics.67
CWB can be a response to abusive supervision from managers, which then
increases the abuse, thus starting a vicious cycle.68
One important point about CWB is that dissatisfied employees often choose
one or more of these specific behaviors due to idiosyncratic factors. One
worker might quit. Another might use work time to surf the Internet or take
work supplies home for personal use. In short, workers who don’t like their
jobs “get even” in various ways. Because those ways can be quite creative, controlling only one behavior with policies and punishments leaves the root cause
untouched. Employers should seek to correct the source of the problem—the
dissatisfaction—rather than try to control the different responses.
According to some research, sometimes CWB is an emotional reaction
to perceived unfairness, a way to try to restore an employee’s sense of equity
exchange.69 Therefore, CWB has complex ethical implications. For example,
is someone who takes a box of markers home from the office for his children
acting ethically? Some people consider this stealing. Others may want to look
at moderating factors such as the employee’s contribution to the organization
before they decide. Does the person generously give extra time and effort to
the organization, with little thanks or compensation? If so, they might see CWB
as part of an attempt to “even the score.”
As a manager, you can take steps to mitigate CWB. You can poll employee
attitudes, for instance, identify areas for workplace improvement, and attempt
to measure CWB. Several reviews suggest that self-reports of CWB can be just
as effective as reports from coworkers or supervisors, partly because of differences in observability of CWB.70 Creating strong teams, integrating supervisors
within them, providing formalized team policies, and introducing team-based
incentives may help lower the CWB “contagion” that lowers the standards of
the group.71
Absenteeism We find a consistent negative relationship between satisfaction and absenteeism, but the relationship is moderate to weak.72 Generally,
when numerous alternative jobs are available, dissatisfied employees have
high absence rates, but when there are few alternatives, dissatisfied employees
have the same (low) rate of absence as satisfied employees.73 Organizations
that provide liberal sick leave benefits are encouraging all their employees—
including those who are highly satisfied—to take days off. You can find work
satisfying yet still want to enjoy a three-day weekend if those days come free
with no penalties.
Turnover The relationship between job satisfaction and turnover is stronger
than between satisfaction and absenteeism.74 Overall, a pattern of lowered job
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Attitudes and Job Satisfaction CHAPTER 3
Happy Workers Means Happy Profits
T
here are exceptions, of course,
but this statement is basically
true. A glance at Fortune’s Best
Companies to Work For list, where companies are chosen by the happiness
inducements they provide, reveals recognizable profit leaders: Google, SAS,
Edward Jones, and REI, to name a few.
However, all happiness is not created
equal.
An employee who is happy because
her coworker did most of the work
on her team’s project isn’t necessarily going to work harder, for instance.
Some happiness-inducers also seem
unrelated to profit increases, such as
Google’s bowling alley and Irish pub,
Facebook’s free chocolate lunches, and
Salesforce.com’s off-the-charts parties.
Traditional benefits programs also don’t
necessarily yield higher job satisfaction, productivity, and profits. Research
indicates employees highly value paid
time off, a retirement plan such as a
401(k), and lower health premiums.
But many companies offer these benefits and are nowhere near the Fortune
500 organizations in profits.
It turns out that the value of keeping happiness in the profit equation
may be felt in the level of employee
engagement. As Julie Gebauer, a managing director for consulting firm Towers Watson, said, “It’s not just about
making them happy—that’s not a
business issue. Engagement is.” Job
engagement “represents employees’
commitment . . . and the level of discretionary effort they are willing to put
forth at work,” wrote Jack in the Box’s
Executive VP Mark Blankenship. Happy
employees with higher job engagement
are willing to work hard, make customers happy, and stay with the company—
three factors that affect the bottom
line in a big way. Conversely, a review
125
Myth or Science?
of 300 studies revealed that turnover
rates resulting from poor attitudes or
low engagement led to poorer organizational performance.
So the moral of the story seems to
be this: Treat others as we want to be
treated in the workplace. It’s just good
business.
Sources: Based on M. H. Blankenship, “Happier Employees + Happier Customers = More
Profit,” HR Magazine, July 2012, 36–38;
A. Edmans, “The Link between Job Satisfaction and Firm Value, with Implications for
Corporate Social Responsibility,” Academy of
Management Perspectives (November 2012):
1–19; “Getting Them to Stay,” Workforce
Management (February 2013): 19; J. K.
Harter et al., “Causal Impact of Employee
Work Perceptions on the Bottom Line of
Organizations,” Perspectives on Psychological Science (July 2010): 378–89; T.-Y. Park
and J. D. Shaw, “Turnover Rates and Organizational Performance: A Meta-Analysis,”
Journal of Applied Psychology (March 2013):
268–309; and J. Waggoner, “Do Happy Workers Mean Higher Profit?” USA Today, February
20, 2013, B1–B2.
satisfaction is the best predictor of intent to leave. Turnover also has a workplace environment connection. If the climate within an employee’s immediate workplace is one of low job satisfaction leading to turnover, there will be
a contagion effect. This suggests that managers consider the job satisfaction
(and turnover) patterns of coworkers when assigning workers to a new area.75
The satisfaction–turnover relationship is affected by alternative job prospects. If an employee accepts an unsolicited job offer, job dissatisfaction was
less predictive of turnover because the employee more likely left in response to
“pull” (the lure of the other job) than “push” (the unattractiveness of the current job). Similarly, job dissatisfaction is more likely to translate into turnover
when other employment opportunities are plentiful. When employees have
high “human capital” (high education, high ability), job dissatisfaction is more
likely to translate into turnover because they have, or perceive, many available
alternatives.76
Some factors help break the dissatisfaction–turnover relationship. Employees’ embeddedness—connections to the people or groups they are involved
with at work—can help lower the probability of turnover, particularly in collectivist (group-oriented) cultures.77 Embedded employees seem less likely to
want to consider alternative job prospects.
Managers Often “Don’t Get It”
Given the evidence we’ve just reviewed, it should come as no surprise that
job satisfaction can affect the bottom line. One study by a management
consulting firm separated large organizations into those with high morale
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PART 2 The Individual
(more than 70 percent of employees expressed overall job satisfaction) and
medium or low morale (fewer than 70 percent). The stock prices of companies in the high-morale group grew 19.4 percent compared with 10 percent
for the medium- or low-morale group. Despite these results, many managers are unconcerned about employee job satisfaction. Others overestimate
how satisfied employees are, so they don’t think there’s a problem when
there is. In one study of 262 large employers, 86 percent of senior managers
believed their organizations treated employees well, but only 55 percent of
employees agreed. Another study found 55 percent of managers thought
morale was good in their organization compared to only 38 percent of
employees.78
Regular surveys can reduce gaps between what managers think employees
feel and what they really feel. A gap in understanding can affect the bottom
line in small franchise sites as well as in large companies. As manager of a
KFC restaurant in Houston, Jonathan McDaniel surveyed his employees every
three months. Some results led him to make changes, such as giving employees
greater say about which workdays they had off. However, McDaniel believed
the process itself was valuable. “They really love giving their opinions,” he said.
“That’s the most important part of it—that they have a voice and that they’re
heard.” Surveys are no panacea, but if job attitudes are as important as we
believe, organizations need to use every reasonable method to find out how job
attitudes can be improved.79
Summary
Managers should be interested in their employees’ attitudes because attitudes influence behavior and indicate potential problems. Creating a
satisfied workforce is hardly a guarantee of successful organizational performance, but evidence strongly suggests that managers’ efforts to improve
employee attitudes will likely result in positive outcomes, including greater
organizational effectiveness, higher customer satisfaction, and increased
profits.
Implications for Managers
●●
●●
●●
●●
●●
M03_ROBB3069_18_GE_C03.indd 126
Of the major job attitudes—job satisfaction, job involvement, organizational commitment, perceived organizational support (POS), and
employee engagement—remember that an employee’s job satisfaction
level is the best single predictor of behavior.
Pay attention to your employees’ job satisfaction levels as determinants of their performance, turnover, absenteeism, and withdrawal
behaviors.
Measure employee job attitudes at regular intervals to determine how
employees are reacting to their work.
To raise employee satisfaction, evaluate the fit between each employee’s
work interests and the intrinsic parts of the job; then create work that is
challenging and interesting to the individual.
Consider the fact that high pay alone is unlikely to create a satisfying
work environment.
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Attitudes and Job Satisfaction CHAPTER 3
Employer–Employee Loyalty Is an Outdated Concept
POINT
T
he word loyalty is horribly outdated. Long gone are the days
when an employer would keep an employee for life, as are the
days when an employee would want to work for a single company for an entire career.
Professor Linda Gratton says, “Loyalty is dead—killed off through
shortening contracts, outsourcing, automation, and multiple careers.
Faced with what could be 50 years of work, who honestly wants to
spend that much time with one company? Serial monogamy is the
order of the day.” Many employers agree; only 59 percent of employers report feeling loyal to their employees, while a mere 32 percent
believe their employees are loyal to them.
The loyalty on each side of the equation is weak. For the most
part, this is warranted—why retain employees who are subpar performers? It’s only a matter of the employer handling the loyalty of
employees with respect. Admittedly, some breaches happen. For
example, Renault ended the 31-year career of employee Michel
Balthazard (and two others) on false charges of espionage. When
the wrongness of the charges became public, Renault halfheartedly
offered the employees their jobs back and a lame apology: “Renault
thanks them for the quality of their work at the group and wishes
them every success in the future.”
As for employees’ loyalty to their employers, that is worth little
nowadays. One manager with Deloitte says the current employee attitude is, “I’m leaving, I had a great experience, and I’m taking that with
me.” There just isn’t an expectation of loyalty. In fact, only 9 percent of
recent college graduates would stay with an employer for more than a
year if they didn’t like the job, research indicated. But there is nothing
wrong with this. A “loyal” employee who stays with the organization
but isn’t satisfied with the job can do a lot of damage. At best, this
person will be less productive. At worst, he or she can engage in years’
worth of damaging CWB. For the worker, staying with an organization
forever—no matter what—can limit career and income prospects.
The sooner we see the employment experience for what it is
(mostly transactional, mostly short term to medium term), the better
off we’ll be. The workplace is no place for fantasies of loyalty.
COUNTERPOINT
A
greed: The word loyalty is outdated when it refers to employers and employees. But the basic concept is valid in the workplace. We now just measure loyalty with finer measurements
such as organizational trust and organizational commitment. There
certainly are employers and employees who show little loyalty to each
other, but that isn’t the norm.
Says management guru Tom Peters, “Bottom line: loyalty matters.
A lot. Yesterday. Today. Tomorrow.” University of Michigan’s Dave Ulrich
says, “Leaders who encourage loyalty want employees who are not
only committed to and engaged in their work but who also find meaning from it.” Commitment. Engagement. Trust. These are some of the
building blocks of loyalty.
It is true that the employer–employee relationship has changed.
For example, (largely) gone are the days when employers provided
guaranteed payout pensions to which employees contributed nothing.
But is that such a bad thing? Many employers have helped employees
take charge of their own retirement plans.
It’s not that loyalty is dead but rather that employers are loyal to a
different kind of employee. True, employers no longer refuse to fire a
long-tenured but incompetent employee, which is a good thing. These
employees can bring down everyone’s productivity and morale. In a
globalized world where customer options are plentiful, organizations
with “deadwood”—people who don’t contribute—will not be competitive enough to survive. Companies are instead loyal to employees who
do their jobs well, and that is as it should be.
In short, employees become loyal—trusting, engaged, and
committed—when organizations and their people act decently.
Employers with superior managers who empower their employees
obtain high levels of this kind of loyalty. A true reciprocal relationship is a stronger business model than employees staying with an
organization for years in exchange for an organization’s caretaking.
Bonds of trust and loyalty rest on the relationships of individuals.
Workplace psychologist Binna Kandola observes, “Workplaces may
have changed but loyalty is not dead—the bonds between people
are too strong.”
Sources: Based on “If You Started a Job and You Didn’t Like It, How Long Would You Stay?” USA Today, June 11, 2012, 1B;
O. Gough and S. Arkani, “The Impact of the Shifting Pensions Landscape on the Psychological Contract,” Personnel Review
40, no. 2 (2011): 173–84; “Loyalty Gap Widens,” USA Today, May 16, 2012, 1B; P. Korkki, “The Shifting Definition of Worker
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