John Works in Customer Service and His Work Day Is

question 8

Multiple Choice

John works in customer service and his work day is full of small hassles.Computers constantly break down and customers are constantly lodging complaints.These are everyday events that occur on the job.However,John is well-known for his sunny and cheerful disposition. Taking affective events theory into account,which of the following statements is likely to be correct?

• A)John is likely to have higher amounts of job satisfaction as a result of his positive emotional reactions.
• B)John's emotional reactions will have little impact on his job performance.
• C)As a result of John's positive disposition,it is likely that an increase in daily hassles will increase his job satisfaction.
• D)John will always have a negative emotional reaction to the events described.

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Definitions:

Self-efficacy

A person's confidence in their own capacities to achieve success in particular circumstances or complete a given task.

Written Communication

The process of conveying messages or information through letters, emails, reports, or other types of written documents.

Agreeableness

A personality trait part of the Big Five personality factors, characterized by traits of compassion, cooperation, and a harmonious disposition towards others.

Extraversion

A personality trait characterized by outgoingness, high levels of sociability, and an energetic approach to the external world.