Modernization of Ntuc Income Case Study

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C H A P T E R 4 Workplace Emotions and Attitudes Learning Objectives AFTER READING THIS CHAPTER , YOU SHOULD BE ABLE TO : I Define emotions and identify the two dimensions around which emotions are organized. I Diagram the model of emotions, attitudes, and behaviour. I Identify the conditions that require and problems with emotional labour. I Outline the four components of emotional intelligence. I Summarize the effects of job dissatisfaction in terms of the exit-voice-loyalty-neglect model. I Compare the effects of affective and continuance commitment on employee behaviour. I Describe five strategies to increase organizational commitment. I Contrast transactional and relational psychological contracts. I Discuss…show more content…
Job satisfaction, the most widely studied work attitude, is then discussed. We look at job satisfaction among Canadians, the effects of job satisfaction on work behaviour, and new findings regarding the relationship between job satisfaction and employee performance and customer satisfaction. The next section provides an overview of organizational commitment, including the types of commitment, consequences of commitment, and ways to build affective commitment. Organizational commitment is strongly influenced by trust and the psychological contract, so the final section of this chapter looks at the meaning and elements of both concepts. EMOTIONS IN THE WORKPLACE The tragic events of September 11, 2001, in the United States are permanently etched in our minds. The four hijacked planes and the collapse of the World Trade Center towers evoked a variety of emotions in people, such as anger, sadness, and fear. Airline employees particularly identified with these shocking events. “We were torn apart,” says Lucie Leduc, a flight attendant with Air Transat in Montreal. “We could totally imagine it. . . . There were flight attendants who couldn’t fly for a while; some are still not flying.”2 Lucie Leduc and her co-workers at Air Transat experienced the strong emotions associated with the events of September 11, 2001. Emotions are psychological and physiological episodes experienced toward an

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