ABSTRACT
Most organizations are not in the “job satisfaction business.” For that reason, sometimesmanagers find it difficult to see the importance of understanding and enhancing employees’ attitudes and feelings about their work. However, those attitudes and feelings can have important effects on the organization. As Tim Crow, Director of Human Resources at Home Depot, notes, “If people aren’t happy, they aren’t going to be happy to the customer. That’s why morale is so important in our business.”1 Indeed, as we will see in this chapter, the link between quality or customer service and worker attitudes is very strong; thus, these attitudes must be considered critical even by managers who are interested only in financial profits.
