1
INTRODUCTION TO MANAGEMENT ATW104/4 (ATW101/3)
SCHOOL OF MANAGEMENT
SEMESTER 2, ACADEMIC SESSION 2017/2018
TITLE: EMPLOYEES ATTITUDE CHANGE
NAME OF LECTURER:
DR. MASTURA AB. WAHAB
GROUP MEMBER:
NAME OF GROUP MEMBER
NO. MATRIC
YEAR OF STUDY
1. NOR IZWANI BINTI MOHD NIZAN
1
2. NUR AIN NABILLA BINTI ZULKAFLI
1
3. GWEE HUI LING
1
4. LIU JIEXIN
1
5. CHOONG JIA LING
1
i
DECLARATION
We hereby declare that the project work entitled “Employees Attitude Change”
submitted for the group assignment of “Introduction to Managerial Psychology”, is a record of
an original work done by our group assignment under the guidance of Dr. Mastura Abd.
Wahab. This project work is submitted in the partial fulfilment of our coursework.
NO.
NAME OF GROUP MEMBER
MATRIC
NUMBER
SIGNATURE
1.
NOR IZWANI BINTI MOHD NIZAN
2.
NUR AIN NABILLA BINTI ZULKAFLI
3.
GWEE HUI LING
4.
LIU JIEXIN
5.
CHOONG JIA LING
ii
INDEX
TOPIC
PAGE
Declaration form
i
Index
ii
1.0. Introduction
1
2.0. Literature Review
3
3.0. Research Methodology
5
4.0. Result & Analysis
6
4.1. Practical Solution
6
4.2. Interview
9
4.3. Survey Questionnaire
11
4.3.1. Demographic background
11
4.3.2. Result Descriptive Statistic
19
4.3.3. Correlation Analysis
22
4.3.4. Regression Analysis
24
5.0. Conclusion & Discussion
26
References
28
Appendix
29
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1.0. INTRODUCTION
The change can be really effective only if there is a change of attitude. Change is the only
constant. The only difficult is to follow it. Change has become a dominant aspect of
organizational life. Change is natural and cannot be controlled. It occurs when there is
economic development, climate and technology.
In psychology, an attitude is generally defined in terms of three components which are
cognitive, emotional, and behavioural. Some attitudes are relatively stable and difficult to
change. These attitudes can be regarded as central or core attitudes, as they form part of the
individual’s personality structure and can be related to the individual’s self-concept.
This study investigates the attitudes of employees towards change in organizational. It
was conducted at Pizza Hut, one of a large fast food company in Malaysia. The study tackles
the linkage between employees’ attitudes towards organization’s change which is one of the
most significant constructs in organizational behaviour. The present study investigates the
evaluative attitudes of the employees towards organizational commitment and change. This
study also analysis the role of employees’ attitude in dealing with organizational change failure.
Negative attitude doesn’t just put others in a bad mood – it also has a tangible, measurable
impact on how an office functions. Example of negative attitudes such as unwillingness to work
collaboratively, unwillingness to try new things, reduced energy levels, depressive feelings,
reduced quality of work product, poor customer engagement and also difficulty overcoming
obstacle. When there are positive attitudes in a workplace, there’s a feeling that anything can
be accomplished. Colleagues support each other and work in tandem, and a host of other
positive outcomes materialize, such as increased productivity, improved morale, willingness to
think creatively and try new things, willingness to share information and ideas, lower turnover,
improved customer service. We need to seek for positive attitudes in employees and reduce the
negative attitudes in them .Therefore, the success of one organization is depends on the attitude
of their employees.
Attitudes towards organizational change may be defined as an employee’s overall
positive or negative evaluative judgment of a change initiative implemented by their
organization. It is the internal state that influences individual’s choices of personal action, or a
response tendency towards the change. It is the certain regularities of an individual’s feelings,
thoughts and predispositions to act towards some aspect of his or her environment.
2
One of the prerequisites of organizational change management is that for initiating and
implementing successful change which is necessary to conduct a complete and systematic
process for transforming the organizational realities. For that, the leadership development plays
a very important role, being a key factor in the process of organizational transformation that
can explain the shift from a competitive level to another on.
The finding reveals that there are differences among of the employees regarding their
evaluative attitudes towards organizational commitment and change. Also, this study showed
that there is an association between organizational commitment and change. Organizational
commitment is one of the important elements that have impact on organizational change. It
plays an important role in employee’s acceptance of change. It will result in willingness to
accept organizational change. In sum, employees with high organizational commitment are
more willing to exert more effort in a change project. Therefore, it is more likely to develop
positive attitudes towards organizational change. Finally, the implications of this study are
discussed.
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2.0. LITERATURE REVIEW
The fast food industry is growing and new food varieties are on the market. So the
customer’s expectations are getting higher and higher, unlike other food companies. The global
food market means that many restaurants have the taste of international cuisine. Therefore,
more and more consumers are required for various tastes. It is necessary to meet customer
expectations for change. Not only the taste but also the product quality changes, and more
importantly, the change of service attitude.
Since the 1990s, work on product quality has been sustained (Dale & Plunkett, 1990).
From the existing literature, (Brogowicz et al., 1990) the Nordic school plays a very important
role (Gronroos, 1982; 1983; 1984; Lehtinen, 1985; Gummesson & Grornoos, 1987; Ghobadian
et al., 1994). On the other hand, North American schools also play a key role (Parasuraman et
al., 1985; 1988; 1990; Garvin, 1987; Haywood-Farmer, 1988). (Brogowicz et al., 1990) These
two schools represent the current way of thinking in the field of quality services. In 1988,
Gronroos stated that quality is actually the authenticity of resources (Smith, 1993). He
explained that quality was used as an independent variable, not as a function of resources, not
as quality effectiveness.
Undoubtedly, there is a large correlation between these two variables (Gronroos is
finalized. For consumers, the functional dimension is very important.) (Gronroos, 1983)
divides quality services into two variables. : Technical quality and non-technical quality, and
point out that the quality of service experienced by the consumer will lead to his/her potential
future consumption.
Quality Service Awareness will be the result of a customer-approved assessment
process. Quality service is a necessary condition for measuring quality services to meet
customer needs. Quality service conceptualization depends on meeting customer expectations.
(Ghobadian et al., 1994) shows that the customer’s participation in the delivery process and the
service process as well as the service results are all influenced by the quality perception. This
means not only changing in tangible quality but also changing in intangible services.
However, some employees may resist this change because some employees know
that some people who have no money or are not clean cannot eat at Pizza Hut, such as beggars,
homeless people, etc., because they think they have no money to eat on the one hand, on the
other hand, Even if they have money to eat, they will affect other customers. And there is also
a part of the reason is that after these changes, from the perspective of employees, they will
worry about many uncertainties, probably because these changes affect some employees’
positions, benefits, salaries, and so on. The second is that employees have become accustomed
to the old system, [ JP Mulki; F. Jaramillo; S. Malhotra and WB Locander, “Reluctant
employees and felt stress: The moderating impact of manager decisiveness”, Journal of
Business Research, In Press 2011, Corrected Proof pointed out that individuals resist change
because change disturbs one‘s psychological balance and signal danger. Individuals fear losing
control and dealing with new situations. Change brings new opportunities and challenges to
the organization and its employees. These challenges are the concerns of most employees.
Apart from the loss of power, the benefits, and the threat to security, am I capable of doing
this? Do I need to learn new ways to do the same job? Fear of new conditions has now become
a reality for many employees. There are various schools of thought on the changes and the
resistance to change. Charles Darwin famously pointed out that adapting to change is the key
to survival. It seems that “management change” has caused a lot of attention in the management
