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2011 Copyrighted Case Western Reserve University

DESCRIPTION OF SOHANA OUTFITTERS DATA The key variables measured include 1. 2. 3. 4. 5. 6. performance (productivity and quality dimensions) job satisfaction (work and customer dimensions) burnout tendencies (company and customer dimensions) role stress factors (11 different stress contributors involving work) job characteristics (feedback, participation, autonomy) individual characteristics (learning, demographics)

Description of variables and the scale used follows.

This data description and coding reference is provided to support the use of Sohana Outfitters case prepared by J Rod Franklin and Argun Saatcioglu under the guidance of Prof. Jagdip Singh. The use of Sohana data, including this description and coding reference, for instructional, publication or commercial purposes is not permitted without written consent of Professor Jagdip Singh, Weatherhead School of Management at Case Western Reserve University (jagdip.singh@case.edu). Individual use is not constrained.

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Variable Name ID Job Performance Quality (Q1 to Q17)

Description Four Digit Respondent Identification 17 items measuring the quality of service on 7-point scale 1=bottom 20%, 7=top 5%. Q1 to Q5 measure Reliability, Q6 to Q8 measure Trust, Q9 to Q13 measure Promptness and Q14 to Q17 measure Individualized Attention. 7 items measuring productivity of service on a 7 point scale 1=bottom 20%, 7=top 5%. P1 to P4 measures Output, P5 to P7 measures Backroom productivity. 3 items measuring satisfaction with work itself 5 point scale; 1=extremely dissatisfied, 5=extremely satisfied. 3 items measuring satisfaction with customers 5 point scale; 1=extremely dissatisfied, 5=extremely satisfied. 6 items measuring burnout tendencies resulting from interacting with customers; 6 point scale; 1=very much unlike me, 6=very much like me. BC1 and BC2 measure Emotional Exhaustion (EE), BC3 and BC4 measure Reduced Personal Accomplishment (RPA), BC5 and BC6 measure Depersonalization (DP). 6 items measuring burnout tendencies resulting from interacting with company management; 6 point scale; 1=very much unlike me, 6=very much like me. BM1 and BM2 measure Emotional Exhaustion (EE), BM3 and BM4 measure Reduced Personal Accomplishment (RPA), BM5 and BM6 measure Depersonalization (DP). 3 items measuring disposition toward learning from challenging tasks 5 point scale; 1=never do this, 5=always do this. 4 items measuring the frequency of resource-demand gap. 5 point scale; 1=never, 5=always. 2 items measuring the frequency of role ambiguity 5 point scale; 1=never, 5=always. 3 items measuring the frequency of role conflict 5 point scale; 1=never, 5=always. 2 items measuring the frequency of work-family conflict 5 point scale; 1=never, 5=always. 4 items measuring the frequency of customer rejections. 5 point scale; 1=never, 5=always. 5 items measuring the frequency of ethical concerns. 5 point scale; 1=never, 5=always. 2 items measuring the frequency of top management unfairness.

Productivity (P1 to P7)

Job Satisfaction Satisfaction with Work (SW1 to SW3) Satisfaction with Customers (SC1 to SC3) Burnout Tendencies BurnoutCustomers (BC1 to BC6)

BurnoutManagement (BM1 to BM6)

Individual Orientation Learning Orientation (L1 to L3) Stress Factors Resource-Demand (RD1 to RD4) Work Uncertainty (RA1 to RA2) Role Conflict (RC1 to RC3) Work-Family (WF1 to WF2) Customer Rejection (CR1 to CR4) Ethical Concerns (EC1 to EC5) Mgmt Unfairness

Page 3 of 4 (MU1 to MU2) Lack of Control (LC1 to LC4) Dead End Job (DE1 to DE2) Unsupportive Coworkers (UC1 to UC3) Unsupportive Boss (UB1 to UB4) Apathy (AP1 to AP3) Job Characteristics Feedback (F1 to F4) Participation (PP1 to PP4) Autonomy (A1 to A3) 5 point scale; 1=never, 5=always. 4 items measuring the frequency of lack of task control. 5 point scale; 1=never, 5=always. 2 items measuring the frequency of lack of opportunities. 5 point scale; 1=never, 5=always. 3 items measuring frequency of unsupportive coworkers. 5 point scale; 1=never, 5=always. 4 items measuring the frequency of unsupportive boss. 5 point scale; 1=never, 5=always. 3 items measuring disposition of apathy toward stressful tasks; 5 point scale; 1=never do this, 5=always do this. 4 item measuring the amount of feedback obtained at work 5 point scale; 1=strongly disagree, 5=strongly agree. 4 items measuring the frequency of participation in various decisions; 5 point scale; 1=strongly disagree, 5=strongly agree. 3 items measuring the amount of freedom and independence at work; 5 point scale; 1=strongly disagree, 5=strongly agree.

Individual Characteristics Age In years Gender 1=male; 2=female. Marital Status 1=married, 2=divorced, 3=widowed, 4=single, 5=living together People in Household Numerical value Years in current job Numerical value in years Customer Interaction Number of customers handled per day Years in current firm Numerical value in years Education 1=high school, 2=1-3 years of college5=masters Income 1=<$9999, 2=$10,000--$19,999 6=>$50,000 Category 0 = Customer Service (CSR); 1 = Bill Collectors (BCR) __________________________________________________________________________________

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Codebook for Productivity-Quality Data


(S= scale, N= nominal, O= ordinal) AGE GENDER MARITAL PEOPLE YRSJOB CUSINTER YRSFIRM EDUC INCOME CATEGORY QUAL
REL TR PR ATN

(age) (gender) (marital status) (people in household) (years in current job) (customer interaction) (years in the firm) (education) (income) (collectors vs. service employees) (performance quality)
(reliability) (trust) (promptness) (attention)

S N N S S S S O O N S
S S S S

q1 q17
q1 q5 q6 q8 q9 q13 q14 q17

PROD
OUT BPRD

(performance productivity)
(output productivity) (backroom productivity)

S
S S

p1 p7
p1 p4 p5 p7

SATW SATC BURNC BURNM LRN RD WU RC WF CR ETHC MU LC DE UC UB AP FEED PART AUT

(satisfaction with work) (satisfaction with customers) (burnout-customers) (burnout-management) (learning orientation) (resource-demand) (work uncertainty) (role conflict) (work-family conflict) (customer rejection) (ethical concerns) (management unfairness) (lack of control) (dead end job) (unsupportive coworkers) (unsupportive boss) (apathy) (feedback) (participation) (autonomy)

S S S S S S S S S S S S S S S S S S S S

sw1 sw3 sc1 sc3 bc1 bc6 bm1 bm6 l1 l3 rd1 rd4 ra1 ra4 rc1 rc3 wf1 wf2 cr1 cr4 ec1 ec5 mu1 mu2 lc1 lc4 de1 de2 uc1 uc3 ub1 ub4 ap1 ap3 f1 f4 pp1 pp4 a1 a3