Talya Bauer and Berrin Erdogan * Learning Objectives Identify the major work attitudes that affect work behaviors List the key set of behaviors that matter for organizational performance Understand the link between work attitudes and ethics Understand cross-cultural differences in job attitudes and behaviors at work Chapter 4 Individual Attitudes and Behaviors © 2010 Jupiterimages Corporation Work Attitudes OB Toolbox How Can You Be Happier at Work? Positive Work Attitudes Personality Person-Environment Fit Job Characteristics Psychological Contract Organizational Justice Work Relationships Stress Work-Life Balance Job Satisfaction Organizational Commitment Assessing Work Attitudes in the Workplace The SAS Institute is a leader in the art of treating employees well. The privately owned software company headquartered in Cary, North Carolina, is famous for its free medical care, sports facilities, subsidized on-site child care, flexible work hours, and true dedication to work life balance. Assessing Work Attitudes in the Workplace What is the difference between job satisfaction and organizational commitment? Which do you think would be more strongly related to turnover?Do you think making employees happier at work is a good way of motivating people? When would high satisfaction not be related to high performance?In your opinion, what are the three most important factors that make people dissatisfied with their job? What are the three most important factors relating to organizational commitment?How important is pay in making people attached to a company and making employees satisfied?Do you think younger and older people are similar in what makes them happier at work and committed to their companies? Do you think there are male-female differences? Explain your answer. Discussion Work Behaviors Factors That Have the Strongest Influence Over Work Behaviors Note: Negative relationships are indicated with (-)Job PerformanceCitizenshipAbsenteeismTurnoverGeneral mental abilitiesTreatment at workHealth problemsPoor performanceHow we are treated at workPersonalityWork/life balance issuesPositive work attitudes (-)StressPositive work attitudesPositive work attitudes (-)StressPositive work attitudes Age of the employeeAge of the employee (-)PersonalityPersonalityAge and tenure of the employee (-) © 2010 JupiterimagesCorporation © 2010 Jupiterimages Corporation OCB and Absenteeism Organizational citizenship behaviors are voluntary actions beyond the scope of normal job duties that contribute to the effective functioning of an organization. On the other hand, absenteeism costs companies an estimated $74 billion annually. OB Toolbox Dealing with Late Coworkers? Turnover Employees leave their jobs for many reasons, including: OB Toolbox Tips for Leaving Your Job Gracefully? What is the difference between performance and organizational citizenship behaviors? How would you increase someone’s perf.

1. Talya Bauer and Berrin Erdogan
*
Learning Objectives
Identify the major work attitudes that affect work behaviors
List the key set of behaviors that matter for organizational
performance
Understand the link between work attitudes and ethics
Understand cross-cultural differences in job attitudes and
behaviors at work
Chapter 4 Individual Attitudes and Behaviors
© 2010 Jupiterimages Corporation
Work Attitudes
OB Toolbox

2. How Can You Be Happier at Work?
Positive Work Attitudes
Personality
Person-Environment Fit
Job Characteristics
Psychological Contract
Organizational Justice
Work Relationships
Stress
Work-Life Balance
Job Satisfaction
Organizational Commitment
Assessing Work Attitudes in the Workplace
The SAS Institute is a leader in the art of treating employees
well. The privately owned software company headquartered in
Cary, North Carolina, is famous for its free medical care, sports
facilities, subsidized on-site child care, flexible work hours, and
true dedication to work life balance.
Assessing Work Attitudes in the Workplace
What is the difference between job satisfaction and
organizational commitment? Which do you think would be more
strongly related to turnover?Do you think making employees
happier at work is a good way of motivating people? When
would high satisfaction not be related to high performance?In

3. your opinion, what are the three most important factors that
make people dissatisfied with their job? What are the three most
important factors relating to organizational commitment?How
important is pay in making people attached to a company and
making employees satisfied?Do you think younger and older
people are similar in what makes them happier at work and
committed to their companies? Do you think there are male-
female differences? Explain your answer.
Discussion
Work Behaviors
Factors That Have the Strongest Influence Over Work Behaviors
Note: Negative relationships are indicated with (-)Job
PerformanceCitizenshipAbsenteeismTurnoverGeneral mental
abilitiesTreatment at workHealth problemsPoor
performanceHow we are treated at workPersonalityWork/life
balance issuesPositive work attitudes (-)StressPositive work
attitudesPositive work attitudes (-)StressPositive work attitudes
Age of the employeeAge of the employee (-
)PersonalityPersonalityAge and tenure of the employee (-)

4. © 2010 JupiterimagesCorporation
© 2010 Jupiterimages Corporation
OCB and Absenteeism
Organizational citizenship behaviors are voluntary actions
beyond the scope of normal job duties that contribute to the
effective functioning of an organization. On the other hand,
absenteeism costs companies an estimated $74 billion annually.
OB Toolbox
Dealing with Late Coworkers?
Turnover
Employees leave their jobs for many reasons, including:
OB Toolbox
Tips for Leaving Your Job Gracefully?
What is the difference between performance and organizational
citizenship behaviors? How would you increase someone’s
performance? How would you increase citizenship
behaviors?Are citizenship behaviors always beneficial to the
company? If not, why not? Can you think of any citizenship
behaviors that employees may perform with the intention of
helping a company but that may have negative consequences
overall?Given the factors correlated with job performance, how

5. would you identify future high performers?What are the major
causes of absenteeism at work? How can companies minimize
the level of absenteeism that takes place?In some companies,
managers are rewarded for minimizing the turnover within their
department or branch. A part of their bonus is tied directly to
keeping the level of turnover below a minimum. What do you
think about the potential effectiveness of these programs? Do
you see any downsides to such programs?
Discussion
Job Attitudes, Behavior, and Ethics
Ethical work environment
Happier employees
Strong organizational commitment
Employees less likely to recognize and report unethical
behavior
Job Attitudes Around the Globe
Which factors related to work attitudes in Western cultures
should also be related to work attitudes in other cultures? Are
there any that you think would not be important in a different
culture that you are familiar with?Do you think people leave
their jobs for the same reasons around the world? If not, explain
why you think so.
Discussion
Part 1: 2 pages of new content for a final 7-10-page plan for
healthcare facility; Part 2: 1-page reflection

6. In this assignment you will finalize your plan for the proposed
healthcare facility by incorporating your work from Weeks 1
through 4 along with new content as described below Combine
the work that you did in Units 1-4 IP to construct your final
plan and add the addition content on Quality as described
below. Your final paper should be 7-10 pages including the two
new pages of content from your research on quality this week.
This assignment has two parts:
· Plan for your proposed healthcare facility
· Reflection on what you have accomplished in completing your
course of student by your work in this capstone course and what
skills you will continue to develop and improve on as you begin
or advance in your career in healthcare management.
Part 1: Plan for proposed healthcare facility
You have been asked to present your plan for the proposed
health care facility to the Board of Directors. Based on your
previous assignments, you are to develop a proposal as a written
paper that includes the following:
· The type of health care facility (Week 1)
· Discuss the type of facility that you are recommending and the
rationale behind your recommendation. For example, if you
chose an ambulatory care facility, explain the reasons why this
type of facility would be recommended over another type.
· Discuss the type of health care delivery and services that are
provided at the facility.
· Discuss the type of staff that will work in the facility. Specify
the position categories and/or titles for these positions and
include what are the credentials or licensures required by these
positions in the state in which you live where you proposed
facility would be located.
· Financing the organization (Week 2)
· Discuss the method(s) of reimbursement that you believe will
work best for the health care facility that you have proposed to
be developed, and explain why you chose that method.

7. · Discuss the pros and cons of the reimbursement method(s) you
chose.
· Discuss the impact that the method(s) may have on the
financial operations of the facility that you chose.
· Medical technology (Week 3)
· Discuss the financial and health benefits that can be realized
by implementing an electronic health record (EHR).
· Discuss the estimated cost of implementing an EHR and the
estimated cost of managing an EHR over the long run.
· Discuss current security concerns surrounding health
information technology (HIT) and the EHR.
· Discuss how electronic health records can be used for
decision-making and problem-solving.
· Choose 1 piece of federal legislation, e.g., HIPAA, HITECH
Act, Meaningful Use), and discuss the requirements that
legislation imposes on the use of HIT and the EHR.
· Ethical and legal considerations (Week 4)
· Discuss an accrediting body that will provide accreditation to
the facility you are proposing.
· Discuss the ethical or legal requirements and responsibilities
that a health care organization has in ensuring that its facility is
licensed, certified, and accredited. When discussing licensure
requirements, ensure that you research requirements based on
the state in which you reside.
· When discussing licensure requirements, ensure that you
research requirements based on the state in which you reside.
· Quality measures (Week 5) (This will be a new section as part
of your project)
· Research and describe at least 2 measures that you plan to use
in your facility that are currently used to gauge quality in health
care.
· Identify how data for these measures will be collected and
analyzed.
· Set realistic benchmarks for each proposed measurement, and
explain the rationale behind the benchmarks that you set.
Note: You should include a minimum of 3 references with the

8. new content for Week 5 combined with the references used for
the work done in Units 1-4.
· All sources should be cited using APA format.
· Grammar, spelling, punctuation, and format should be correct
and professional.
Part 2: Reflection on what you have learned and what you will
work on to continue to develop as a healthcare management
professional. Write a 1 page reflection on the following:
· As you complete the course and your degree program and look
forward to advancing your career in healthcare management,
what are the skills and competencies that you feel you have
developed and what are the ones that you will need to continue
to work on? How do you plan to improve upon your skills and
continue to develop competencies in healthcare management?
The American College of Healthcare Management provides
resources related to the competencies that healthcare
management professionals should possess. Refer to this
document for a list of healthcare management competencies.
HEALTHCARE MANAGEMENT CAPSTONE
HEALTHCARE MANAGEMENT CAPSTONE2
Healthcare Management Capstone (HSS491-1803B-02)
Christopher Slaton
Professor: K. Darby
12 Sep 18

9. Definition and the discussion on the variations between
licensure, certification, and accreditation in relation to the
hospitals
Certification refers to the course of action of openly
confirming that a particular quality of the standard has been
attained or have been surpassed. For instance, in the healthcare,
the quality of the healthcare provisions is required to meet
certain level for the certification to take place. The licensure is
the non-voluntarily process whereby the organization or the
government agencies is regulating a profession. In this case, the
government is granting an individual to take part in an
occupation when it discovers that the person applying for the
certificate has satisfied the extent of competency needed in
ensuring that the public health, wellbeing, and the safety is
logically protected. On the other hand, the accreditation process
refers to the non-governmental and the voluntary process
carried by the organization or the association which grant public
acknowledgment to institution such as healthcare organization
and the specific program of study (McSweeney-Fed, Nelson,
Whitner, & Engineer, 2017).
The differences that are existing between the accreditation,
licensing, and the certification can be due to the location and
the entity which provides the credential. In the healthcare
sector, accreditation is considered to be both course of action
and the credential while licensing is existing mainly due to the
safety of the public and the welfare of the clients. The
certification, on the other hand, is showing the ability to
provide a specialized service or a specific program. Both the
accreditation process and the certification and the certification
are typically voluntary. However, it certain occasion, the
regulatory bodies require the certification for the purposes of
offering specific services. On the other hand, the licensing is
typically involuntary. The accreditation process is targeted at
accrediting agencies or the health programs with the licensing
process targeting the facilities, programs, organizations or the
agencies. On the other hand, certification is targeting the

10. individuals, healthcare facilities, organizations or the agencies
dealing with medical products or health (Kevin, 2017).
The ethical or legal necessities and the roles of healthcare firms
for the purposes of receiving the license, certificate, and
accreditation
Based on the requirements of states, the system of
accreditation, certification, and the licensure offers valuable
information concerning the ability, value, and the safety of
healthcare facility together with its practitioners. It is the
responsibility of each healthcare facility to maintain or observe
it's ethical as well as the legal obligations and the requirements
towards strengthening the delivery of the quality healthcare
services. The legal and the ethical practices by the healthcare
facility before the issuing of the license has to involve an
indication of the need for the service being provided y the
healthcare facility within the local area for the purposes of
proper allocation of the healthcare resources (Abdullah &
Charles, 2011).
Ethical requirements demand that the healthcare providers
work completely and without bias, based on the scope of the
education and the knowledge. They are responsible for
advocating for the processes that are just, without
discrimination, and reliable with the evidence-based practices.
It is the responsibility of the healthcare provider to understand
the recipients of the healthcare services and treat with empathy
and respect, honoring the autonomy and the privacy of the
patient. At Texas State, the ethical and legal responsibilities of
the healthcare facilities need to offer services and beds for use
not less than 24 hours for the two or more unrelated individuals
requiring the diagnosis, the healing and the care for the
illnesses, injuries, deformities, abnormalities, and the
pregnancy. The licensing of the healthcare facilities within
Texas State also requires that there is the continuous
maintenance of the medical laboratory services, investigative x-
ray services, the treatment facilities which includes surgery or
the obstetrical care (McSweeney-Fed, Nelson, Whitner, &

11. Engineer, 2017).
Defining and discussing the variations between the licensure
and certification in relation to the health care professionals
Licensure refers to the mandatory process whereby the
government agency is granting the time-restricted consent to an
individual to be involved in a given occupation following the
verification that the person is meeting the predetermined and
the standardized criteria. Conversely, certification is the
deliberate process in which the non-governmental entity is
granting a time-restricted appreciation to an individual after the
verification that the person has met the predetermined as well as
the standardized criteria.
In the healthcare professionals, the differences between the
licensure and the certification come in place with regard to who
is supposed to administer the qualification. The doctors, nurses,
and other healthcare providers are earning the licenses from the
state or the federal government. In contrast, the certification
does not originate from the public body but form the private
entity, for example, the association of the nurses or the non-
profit organizations.
While the certificates are voluntary, the licenses remain a
requirement for example healthcare providers are not allowed to
practice without the licenses. The certificate is simply meant to
indicate the prospective consumer or the general public that the
person serving them has attained the high standard of
qualifications. Because the process of attaining the certificate is
voluntary, the decision to have one involves choosing or
considering the value of the qualification. On the other hand,
one can legally practice without certification, for example, the
licensed surgeon who is holding the certificate from the ABS
which has assured of his or her potential (Kevin, 2017).
Discussing the ethical or legal necessities and roles of the
healthcare firm with regard to making sure that its employees
are provided with license and certificate
It is the responsibility of the hospital to ensure that their
members are registered with the Joint Commission on

12. Accreditation of Healthcare Organizations (JCAHO). The
healthcare organization must ensure that the healthcare
providers are engaged in the work performance improvement by
applying the science-based practices created within the
established quality frameworks. Healthcare providers need to
engage in activities which are aimed at supporting the complex
populations' advocate for the wellness practices and the
management of the diseases.
It is important for the healthcare organization to practice
quality review and the accountability by encouraging the
healthcare providers to advocate for the coaching or the
mentoring activities to promote the accountability. This can also
be achieved when the healthcare providers foster the transparent
team-based non-punitive strategies towards the mitigation of the
problems and resolving the disputes. Training is an important
factor towards improving the skills of the healthcare providers.
Therefore, the healthcare organizations need to sponsor the
training of the healthcare providers to help them in developing
the skills by having further education, certification,
professional experience, and the training process.
Researching on the accrediting body
The selected accreditation body is the Joint Commission
which was previously known as the Joint Commission on
Accreditation of Healthcare Organizations. This is a United
States-based not for profit tax exempted 501 firm which
accredits over 21,000 United States healthcare firms and the
programs. This accreditation organization is offering the
accreditation choice the date that the accreditation was awarded
amongst other principles that were recommended for the
improvement (Tivey, 2017).
The impact of this accreditation firm on the healthcare
quality is that its program has improved the clinical results of a
widespread range of the clinical state of affairs. It has improved
on the structure and the process of healthcare since hospitals
have made efforts to act in accordance with and attain the
accreditation standards for the indicators like the size of the

13. healthcare facility, staff levels, the qualification of the staffs,
and the budget levels (Abdullah & Charles, 2011).
References
Abdullah, A., & Charles, S. (2011). Impact of Accreditation on
the Quality of Healthcare Services: a Systematic Review of the
Literature. Annals of Saudi Medicine, 31 (4), 407-416.
Kevin, W. (2017, September 26). The Difference Between the
Certification & Licensing of a Health Care Professional.
Retrieved September 12, 2018, from Classroom:
https://classroom.synonym.com/difference-between-
certification-licensing-health-care-professional-35642.html
McSweeney-Fed, M. H., Nelson, H. W., Whitner, W., &
Engineer, C. Y. (2017). Emergency Preparedness Content in
Health Care Administration Programs: A Decade Later. Journal
of Health Administration Education, 34 (1), 85-102.
Tivey, D. (2017). INAHTA impact story: Legislative and
accreditation requirements for office-based surgery in Australia.
International journal of technology assessment in health care,
33 (4), 434-441.