TLI 11200 Lecture Notes - Lecture 1: Customer Satisfaction, Job Performance

• School: Purdue University
• Department: Technology Ldrshp Innovatn
• Course: TLI 11200
• Professor: Brett Crawford

Document Summary

Attitudes: evaluative statements about objects, people, or events. Cognitive: a description of or belief in the way things are. Affective: emotional or feeling segment of an attitude reflected in the statement. Behavioral: an intention to behave a certain way toward someone or something. Cognitive dissonance: contradictions individuals might perceive between their attitudes and their behavior. Job satisfaction: a positive feeling about a job resulting from an evaluation of its characteristics. Job involvement: degree to which people identify psychologically with their jobs and consider their perceived performance levels important to their self- worth. Psychological empowerment: degree to which an employee feels they influence their work environment, their competencies, the meaningfulness of their job, and their perceived autonomy. Organizational commitment: an organization identifies with a particular organization and its goals and wishes to remain a member. Emotional attachment is the gold standard for employee commitment.