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Organizational Behaviour and Work
Organizational
Behaviour and
Work
A critical introduction
FIFTH EDITION
Fiona M. Wilson
1
1
Great Clarendon Street, Oxford, OX2 6DP,
United Kingdom
Oxford University Press is a department of the University of Oxford.
It furthers the University’s objective of excellence in research, scholarship,
and education by publishing worldwide. Oxford is a registered trade mark of
Oxford University Press in the UK and in certain other countries
© Fiona M. Wilson 2018
The moral rights of the author have been asserted
Second edition 2004
Third edition 2010
Fourth edition 2014
Impression: 1
All rights reserved. No part of this publication may be reproduced, stored in
a retrieval system, or transmitted, in any form or by any means, without the
prior permission in writing of Oxford University Press, or as expressly permitted
by law, by licence or under terms agreed with the appropriate reprographics
rights organization. Enquiries concerning reproduction outside the scope of the
above should be sent to the Rights Department, Oxford University Press, at the
address above
You must not circulate this work in any other form
and you must impose this same condition on any acquirer
Published in the United States of America by Oxford University Press
198 Madison Avenue, New York, NY 10016, United States of America
British Library Cataloguing in Publication Data
Data available
Library of Congress Control Number: 2017959734
ISBN 978–0–19–251097–6
Printed in Great Britain by
Bell & Bain Ltd., Glasgow
Links to third party websites are provided by Oxford in good faith and
for information only. Oxford disclaims any responsibility for the materials
contained in any third party website referenced in this work.
Brief contents
Introduction 1
6 Motivation 135
7 Leadership 158
8 Perception 181
9 Personality 203
11 Culture 239
13 Structure 284
Glossary 419
Index 423
Detailed contents
Introduction1
Further Reading 8
Research Questions 8
References9
Further Reading 85
Links to Films and Novels 86
Research Questions 86
References 86
6 Motivation 135
Introduction 135
Motivation as a problem 135
Content theories of motivation 137
Process theories of motivation 146
Further considerations on motivation 150
Job satisfaction and positive outcomes for organizations 151
Conclusion 151
Key Points 152
Case Study 152
Further Reading 152
Links to Films and Novels 153
Research Questions 153
References 154
7 Leadership 158
Introduction 158
Thinking about leadership 158
A trait theory of leadership 161
Style theories and democratic leadership 162
Task- versus relations-oriented leadership 164
Consideration versus initiating structure 166
Transactional versus transformational leadership 167
Situational leadership 168
Emotion and leadership 169
Gender and leadership 170
Spirituality and leadership 172
Race and leadership 173
Class and leadership 173
Conclusion 174
Key Points 175
Case Study 175
Detailed contents xi
8 Perception 181
Introduction 181
The study of perception 182
Gestalt psychology and perception 183
Attribution theory 183
Conformity 184
Implicit personality theory 186
The logical error 187
Stereotypes and prejudice 188
The distortion of perception 191
The halo effect 192
Frames and their effect on perception 193
Classifications and their consequences 194
Perceptions of employers by employees and the psychological contract 194
Self-perception 195
Further ways in which perception can be shaped 196
Conclusion 197
Key Points 197
Case Study 198
Further Reading 198
Links to Films and Novels 199
Research Questions 199
References 199
9 Personality 203
Introduction 203
Personality theory 203
Personality traits and tests 205
Intelligence testing and personality 207
Emotional intelligence and psychometric testing 208
Some difficulties with measuring and testing personality 209
Personality theory and problematic behaviour 211
Personality, integrity, and dishonesty at work 212
Judging competence at work 214
xii Detailed contents
11 Culture 239
Introduction 239
The concept of culture 239
Understanding culture 240
Do the ‘best’ cultures lead to ‘best’ performance? 241
Critically assessing whether culture can be managed 243
National and organizational cultures 245
Problems with trying to manage culture 246
Describing (rather than prescribing) culture 247
Culture and change 252
Culture and gender 253
Culture and race 257
Detailed contents xiii
13 Structure 284
Introduction 284
Weber on bureaucracy 285
The advantages of bureaucracy 287
The unintended consequences and dysfunctions of bureaucracy 287
Bureaucracy, emotion, and gender 289
Rationality and the service sector 290
The case of McDonald’s 292
McDonaldization 294
Organizational variation in structure 297
Conclusion 299
Key Points 300
Case Study 300
Further Reading 301
xiv Detailed contents
Glossary 419
Index 423
About the Author
Fiona Wilson is Professor of Organizational Behaviour in the Adam Smith Business School
at the University of Glasgow. Before moving to Glasgow, she worked at the University of
St Andrews: first as a Lecturer, then as a Senior Lecturer. Previously, Fiona had been
employed as a researcher at Manchester Business School and University of Bradford
Management Centre. Fiona completed a PhD at Manchester Business School in 1986. She
is a Fellow of the British Academy of Management, an Academic Fellow of the CIPD, and an
Associate Fellow of the British Psychological Society.
Acknowledgements
The author would like to acknowledge the enormous assistance provided by Kate Gilks,
Publishing Editor, Oxford University Press, in the development of this fifth edition. The
author would like to thank her for her support, understanding, encouragement, and
detailed comment. She would also like to thank the anonymous reviewers for their very
constructive comments.
How to Use the Book
Each chapter contains a range of learning features to help you to reflect upon your
reading, reinforcing your study of organizational behaviour, and encouraging you to
question and critique what you have learnt. This guided tour shows you how to get the
most out of the book.
Example boxes
Example
Fair organizational behaviour: paying fair wages in a fair tr
Provided throughout each chapter, these examples
Fair trade is not about paying developed world wages in a developing present the scenarios and challenges found in
are determined by a number of factors, including the amount of time
production, minimum and living wages in the local context, the purc
organizational life to illustrate a theory or concept in
area, and other costs of living in the local context. Wages are determ practice.
structures in developed countries and are designed to provide fair co
cost of production.
● Scene-setting issues—that is, context issues—may include Each chapter concludes with a set of key points that
such as who is employed (including gender, parental resp draw out the most important arguments developed
what terms, and how organizations contribute or act to i
counter inequality for individuals or groups in society.
within that chapter, to help consolidate your learning
● Prejudice and discrimination are common behaviours in and aid revision.
● Managing might mean exploiting labour; more positively
Case studies
Case Study Organizing against injustice
This case study focuses on an unusual organization that has been s
Varied, real-world, end-of-chapter case studies
organize against injustices such as the following. illustrate the main concepts discussed in the chapter.
Those who stay in expensive hotel rooms and leave a disgusting
night; those who clean it up can work six days a week and yet take Accompanying questions then prompt you to analyse
the yawning gap between rich and poor in Britain.
An organization has been set up to revolt and organize against in
the organizational practices at play to see how the
registered charity called the Citizen Organizing Foundation and ha theories apply in reality.
How to Use the Book xix
Research questions
Research Questions
A set of probing research questions at the end of every
1. How accessible and affordable is childcare for working paren
found that in 2017 the cost of full-time childcare in Britain w chapter provide the opportunity to engage with the
This was a 4 per cent rise from 2016 (Daycare Trust, 2017). Ch chapter content and test your understanding. They can
in recent years, leading to some parents being ‘priced out of
2. Should chief executives and managers of charities be paid wa also be used as the basis of seminar discussion and
other organizations? Would those who give to charity be ‘pu coursework.
p p y
work, what they are paid, how fair that payment is, and ho Glossary terms
moted. Management is enmeshed in moral relations, dec
growth, globalization, and the terms under which people ar Glossary terms are highlighted in chapters and collated
is involved in trafficking and exploitation, while some brings
Organizations such as schools and universities play their par at the end of the book, defining subject specific terms
wise—of social mobility. and concepts to aid your understanding.
By the end of the chapter, you will have learned more abou
to people and work. In particular, you will learn about the c
decisions that affect people and their work. You will also be
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procedure is followed in every respect in regard to the chopping and
handling of the meat. Smaller or less expensive hog bungs are used.
They are medium primes and the sausage is usually shorter in
length. This is a matter of preference as this sausage is made in
lengths of from twelve to twenty-two inches. Handling after stuffing,
to the wrapping process, is the same as that for D’Arles sausage.
Wrapping, however, is much simpler and usually the same grade of
twine is used, but instead of wrapping the twine both ways, it is
simply wound around tightly after three or four strings have been run
from the top to the bottom of the sausage. This sausage is not
smoked and is tied the same as D’Arles, the same care being taken
in every respect as regards temperatures, etc.
Milanese Style Salami Sausage.—The formula for this sausage is
as follows:
FORMULA.
50 pounds fresh lean specially trimmed pork shoulder, trimming free from
sinews,
60 pounds fresh Boston butt trimmings,
20 pounds extra lean beef chucks, trimmed absolutely free from sinews,
20 pounds shoulder fat,
5 pounds salt,
2¹⁄₂ ounces white pepper,
1¹⁄₂ ounces saltpetre,
1 ounce whole pepper.
Chop at least six blocks (900 pounds) of this sausage and mix at
one time by hand in a large truck constructed for the purpose, in
order to add the following additional seasoning. For the six blocks
use:
FORMULA.
40 pounds beef chucks or beef shank meat,
110 pounds regular pork trimmings,
5 pounds salt,
5¹⁄₂ ounces white pepper,
1³⁄₄ ounces garlic,
6 ounces saltpetre.
FORMULA.
90 pounds lean pork trimmings,
35 pounds beef chucks trimmed free from sinews,
25 pounds shoulder fat,
5 pounds salt,
1¹⁄₂ ounces white pepper,
1 ounce garlic,
5¹⁄₂ ounces saltpetre.
FORMULA.
135 pounds absolutely fresh lean trimmings,
15 pounds fresh lean beef chucks,
10 pounds shoulder fat,
5 pounds salt,
1¹⁄₂ ounces saltpetre,
2¹⁄₂ ounces white pepper.
Additional wet seasoning is used for this sausage, therefore it is
advisable to chop it six blocks at a time and mix by hand in a large
truck the seasoning must be added immediately after the meat has
been chopped. For six blocks use:
FORMULA.
120 pounds extra lean selected pork trimmings, pork blade meat being
preferred, trimmed free from sinews,
20 pounds extra lean beef chucks, trimmed free from sinews,
10 pounds shoulder fat,
5 pounds salt,
2¹⁄₂ ounces white pepper,
1 ounce whole pepper,
1¹⁄₂ ounces saltpetre.
FORMULA.
20 pounds extra lean beef chucks free from sinews,
110 pounds extra lean pork trimmings free from sinews,
20 pounds pork shoulder fat,
5 pounds salt,
3¹⁄₂ ounces white pepper,
6 ounces saltpetre.
SEASONING FORMULA.
¹⁄₃ pound fine salt,
1¹⁄₂ ounces saltpetre,
4 ounces saltpetre,
5 ounces mace,
1 ounce ground cloves,
2 ounces allspice,
4 ounces black pepper,
6 ounces coriander,
1 ounce sugar.
Arrangement.—In the usual arrangement butterine factories are designed so that the
work begins on an upper floor and terminates on a shipping floor. The extent of the
factory and the space allotted to each operation depending upon the volume of business.
Usually decks are introduced upon which part of the work is performed. Local pumps,
readily cleansed, are used for transfer of materials via pipes, and these are arranged with
flow toward outlet so as to admit of perfect drainage.
Testing the Milk.—Consider the methods of receiving the milk, and also making proper
tests to determine its value and the amount of fat it contains. It is very essential this be
done carefully and intelligently, as the result of the test determines the value of the
product purchased. Milk and cream are frequently paid for on the butter fat percentage.
FIG. 162.—EMULSION CHURN.
The test generally accepted is obtained by using Babcock’s “Acme” steam turbine test
machine. This machine is made to accommodate twenty-four bottles. The machine should
be set up well, secured and balanced perfectly for each test. This is accomplished by
placing bottles exactly opposite each other. Should a test be desired on only one sample
of milk, fill a bottle with water and place in machine opposite sample. The machine in
motion makes 3,000 revolutions per minute. It will, therefore, be seen that equilibrium is
necessary. Test bottles are arranged so they will contain the amount of milk or cream and
acid needed. A 17.6 cc. pipette is used for measuring the milk or cream and a 17.6 cc.
graduated tube for the acid. First pour 17.6 cc. milk in bottle, then pour in 17.6 cc.
commercial grade sulphuric acid. Do not drop the acid on top of the milk, but hold the
bottles sidewise so that the acid will slip into the milk at side. Otherwise a burnt taste will
result and make it impossible to correctly read the test. Shake the bottle well until milk has
entirely disappeared, then place in machine.
After bottles are filled in this manner the machine balanced, steam is admitted
gradually, increasing until machine is running at full speed. Allow to run five minutes, then
stop, fill each bottle with hot water up to the lowest mark on graduate neck of bottle; start
machine again and allow it to run for three minutes, when again it will be necessary to
add hot water up to within one-half inch of top of neck of bottle; run machine two minutes
longer, and read test. Use a pair of compasses in reading the fat in neck of bottle and
read it quickly, as the fat recedes if left long. This test determines the percentage of fat in
sample of milk, consequently its comparative value.
Acidity.—The “sourness” or acidity of the milk can be determined by taste or smell, but
not accurately. A test is necessary to determine the exact condition of the milk when
purchased.
When milk contains six-tenths of one per cent acid, the most desirable point has been
reached, as then it imparts the best flavor to the goods. If more than six-tenths of one per
cent acid is used the flavor is not as good. This is also the case if a lower percentage of
acidity is used. Hence the milk or cream should be brought to this exact degree of
sourness before using.
To determine this accurately, it is necessary to do it by a test, as milk may be three-
tenths of one per cent acid before it is perceptible to the taste or smell. Milk that would
pass as sweet by taste or smell will show two-tenths of one per cent acid.
The test to determine this is simple. Any chemist is able to furnish all alkali solution and
the necessary neutralizer of proper strength. The usual way, however, is to use what is
known as Farrington’s tablets, prepared by Prof. Farrington of the Wisconsin Dairy
School. These tablets are dissolved in water, a convenient strength being five tablets to
fifty cubic centimeters of water. The solution is mixed with the milk to be tested and
shaken; the acid in the milk acting upon the alkali of the solution immediately turns the
milk to a pink color and the amount of the solution required to produce the pink color
determines the acidity of the milk.
Milk in Butterine.—Cleanliness is the all-important factor, since milk is easily
contaminated by foreign flavors and germ life. Milk readily absorbs the odors given off by
articles placed in the same room. Only pure and absolutely sweet milk and cream should
be used, but as absolutely pure milk, though sweet, is difficult to secure, it becomes
necessary to adopt some method whereby the condition of such milk can be righted.
Careless milkers care little whether hair, dirt, dust, etc., drop into the pails while milking,
thinking that in straining the milk, all particles and impurities are removed. It does remove
most particles, but the germs which were clinging to these particles are not strained out.
They remain in the milk and under favorable temperatures thrive and multiply unless
arrested.
When the milk has been tested and accepted it should be strained through several
thicknesses of clean cloth into the ripening machine, bringing the temperature in the
different vats to the same point, so that as the milk is used it will all be in the same
condition. In cold weather the temperature should be held at 70° F., while during the
warmer seasons from 60° to 65° is desirable. In cloudy, murky summer weather a lower
temperature will be required. Under such conditions the temperature should be held at
from 55° to 60° F. until the storm is passed, when it should again be held at the normal
temperature named.
Reasons for Culture.—To make an acidity test, a 20 cc. pipette is used for measuring
the milk or cream. Each cubic centimeter of solution is equal to two one-hundredths of
one per cent acid, hence if 10 cc. of solution is necessary to turn the milk or cream a pink
color, the milk would contain just two-tenths of one per cent acid and would be sweet. Any
more than that would show the milk too sour for use. In receiving sweet milk, it must be
assumed to contain impure bacteria, which only await the proper temperature to develop
and sour the milk, producing bad flavors. It must be neutralized by pasteurizing and then
cultivated with pure bacteria.
Another advantage obtained in the use of the “starter” is, that it permits the ripening of
milk and cream at low temperatures. Bacteriologists state, and it is proved by experience,
that a temperature of about 65° F. is most favorable to the development of the best
fermentation in ripening milk and cream. Prior to the use of cultures it was customary to
sour the milk at a much higher temperature, which was correspondingly favorable to all
the objectionable bacteria in the milk. Without the use of the “starter” the conditions were
beyond the control of the operator.
Cream Ripeners.—To produce these conditions the milk should be pasteurized, which
can be performed by the use of a standard pasteurizer of the type shown in Fig. 164.
There are a variety of pasteurizers in use.
This apparatus is equipped with an internal revolving coil of pipe or discs, built
sufficiently strong to withstand the pressure of steam, water or brine circulated through
the coils or discs, which is usually done in the order named.
To pasteurize, the milk is heated to a temperature of 180° F. for twenty minutes. This
practically destroys the bacteria present. The milk is then rapidly cooled by passing cold
water or chilled brine, or both, in turn, through the coil to reduce the temperature of the
body quickly to that desired, usually 55° to 70° F., according to conditions as described.
The starter or culture is introduced and the milk agitated to insure a thorough
intermingling.
The oleo oil is next added and after these three ingredients have been agitated for
twenty minutes and thoroughly mixed, the milk should be added last and the whole mass
left in the agitator for five minutes with the lid closed tightly.
At this stage the salt and color are added, if color is used. The amount of salt required
should be decided by the necessities of the particular trade to be supplied, but 5 per cent
will be found a medium salting. Experience is that it is better to add salt at this time
because it is more evenly distributed in the emulsion than in the granular butterine.
After the color and salt are thoroughly mixed, let the whole body run into the graining
vat filled with water at a temperature of 40° F.
The oils and milk will show a temperature of about 90° F. as a whole. If not, heat to that
point before drawing into the graining vat. This should be drawn through a 5-inch
galvanized pipe flattened out at the end to form a spreading exit for the butterine. The
butterine passes into the water vat directly behind a paddle wheel arranged so that one-
half of it is above water. The wheel revolves rapidly causing the butterine to be quickly
submerged, thereby graining it as fast as it hits the cold water. The quicker butterine is
grained, the more flavor it retains, as the globules formed increase the flavor. Should the
water be too cold, the butterine will be hard and dry, and is likely to crumble and mottle,
besides causing a reduction in gain. On the other hand, if the water is too warm the
butterine will be soft and mushy and cannot be worked properly, although the gain will be
larger. Warm water is used on very cheap grades when butterine is to be packed in solids
and a large gain is desired. As fast as the butterine to be grained shows on the top of the
water, it should be lifted onto a cloth in the hands of two men to a clean box truck.
Sluice Trough.—Many factories have discarded the graining vat and provided a sluice
trough, being a trough into which the contents are passed from the
emulsion churn. Water is introduced, thoroughly intermingled with the oils and performing
an instantaneous chilling. The sluice trough is arranged with slats in the bottom at
intervals so as to produce the effect of ripples. It flows directly to the seeding trucks,
where as with the graining vat, it was dipped and poured onto the graining trucks.
Graining or Tempering.—The butterine should then be covered with a sprinkling of
fine salt and the trucks placed in the tempering room, where a temperature of 60° F.
should be maintained, to remain twelve hours. In this time, it will develop all the flavor it is
possible to obtain and be ready for the workers.
The temperature of the tempering room is something that must be watched carefully
and should never be allowed to go above 60° F. as the ingredients in this condition
contain a large amount of water, and at a warmer temperature action of the water and
grease are liable to cause the goods to sour.
Milk and cream undergo many changes after being incorporated in the finished
butterine and the more cream there is in the product the lower the temperature in the
tempering room should be. It is not at this stage that flavor is made. Only the flavor the
product already contains is developed and many batches of sour or “off” butterine are
traced to too warm tempering rooms, whereby the butter fat and oil because of their
mixture with water decompose and become rancid.
Butterine Packing.—From the worker the butterine is transferred to the print making or
packing room. In packing the product is worked up into prints or rolls, or packed solid into
tubs, as the case may be, and should be run into a cooler kept at a temperature of from
32° to 35° F., and there held twelve hours, at least, before being shipped. This gives the
butterine time to properly set. The prints are arranged on trays to “set” before boxing.
High Grade Butterine.—The formula for high grade butterine differs from low grade in
that it does not contain cotton seed oil and that cream is used instead of straight milk. The
oils are also treated in a different manner and at different temperatures. Larger quantities