MINISTRY OF FINANCE

UNIVERSITY OF FINANCE AND MARKETING

ANALYZING ANTECEDENTS AND

CONSEQUENCES OF
“EMOTIONAL EXHAUSTION”

1
 MINISTRY OF FINANCE

UNIVERSITY OF FINANCE AND MARKETING

07/2020

Class: IP18-DKQ
By:
1) Nguyen Hong Anh
2) Tran Thi Tram Anh
3) Chau Huynh Long
4) Nguyen Thi Que Huong
5) Nguyen Doan Phuong Thao
Lecturer: Tran The Nam

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Table of Contents
CHAPTER 1: INTRODUCTION................................................................................................6
1.1 Problem statement:..........................................................................................................6
1.2 Research objectives:........................................................................................................7
1.3 Research questions:.........................................................................................................7
1.4 Scope of study:................................................................................................................8
1.5 Research method:.............................................................................................................8
1.6 Significance of study:......................................................................................................9
1.7 New contribution of the research.....................................................................................9
 Theoretical implications:.................................................................................................9
 Practical implications:...................................................................................................10
1.8 Structure of study...........................................................................................................10
CHAPTER 2: LITERATURE REVIEW..................................................................................11
2.1 Base theories:.......................................................................................................................11
2.1.1 Emotional Labor and Strategies................................................................................11
2.1.2 Self-determination theory (SDT)...............................................................................11
2.1.3 Dualistic model of passion..........................................................................................11
2.1.4 Job demands – resources (JD-R) model...................................................................12
2.1.5 Burnout........................................................................................................................13
2.2 Previous researches..............................................................................................................13
2.3 Research model....................................................................................................................28
CHAPTER 3: METHODOLOGY.............................................................................................32
3.1 Introduction..........................................................................................................................32
3.2 Research type:......................................................................................................................32
3.3. Research strategy:...............................................................................................................32
3.4. Quantitative approach:........................................................................................................33
3.4.1. Sampling design:........................................................................................................33
3.4.2. Measurement Scale:...................................................................................................34
3.4.3. Data Collection:.........................................................................................................35
3.4.4. Questionnaires............................................................................................................35
3.4.5 Data analysis................................................................................................................39

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 3.5 Result of the preliminary survey..........................................................................................44
3.6 Conclusion:..........................................................................................................................46
CHAPTER 4: RESULT..............................................................................................................47
4.1 Introduction..........................................................................................................................47
4.2 Descriptive statistics............................................................................................................47
4.3 Analyzing the study by using Smart PLS............................................................................48
CHAPTER 5: DISCUSSION AND CONCLUSION................................................................60
5.1 Conclusion...........................................................................................................................60
5.2 Theoretical and practical implications.................................................................................61
5.2.1 Hindrance demands....................................................................................................62
5.2.2 Obsessive passion........................................................................................................63
5.3 Limitations and suggestions................................................................................................63

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TABLE
Table 1: The Harmonious Passion Scale........................................................................................36
Table 2: The Obsessive Passion Scale............................................................................................37
Table 3: The Challenge Demands Scale.........................................................................................37
Table 4:The Hindrance Demands Scale.........................................................................................38
Table 5: The Emotional Exhaustion Scale......................................................................................38
Table 6: The Intention to quit Scale...............................................................................................39
Table 7: The assessment of indicator reliability of preliminary research....................................45
Table 8: Gender.............................................................................................................................47
Table 9: Age Group........................................................................................................................47
Table 10: Academic Level..............................................................................................................48
Table 11: Income...........................................................................................................................48
Table 12: Outer Loadings...............................................................................................................49
Table 13: Value of Cronbach’s Alpha and Composite Reliability...................................................50
Table 14: The value of Average Variance Extracted (AVE)............................................................51
Table 15: The value of Cross-Loading............................................................................................52
Table 16: The value of Fornell-Larcker..........................................................................................52
Table 17: The (Heterotrait-Monotrait) HTMT Value.....................................................................54
Table 18: The HTMT Ratio.............................................................................................................54
Table 19: The value of inner VIF....................................................................................................55
Table 20: Path coefficients in the structure model.......................................................................56
Table 21: R Square Value...............................................................................................................57
Table 22: The effect size (f2)..........................................................................................................58
Table 23: Blindfolding....................................................................................................................59
Table 24: The q2 value....................................................................................................................60
Table 25: The theoretical and the conclusion...............................................................................62
Table 26: Hindrance demands’ outer loadings..............................................................................63
Table 27: Obsessive passion’s outer loadings...............................................................................63

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 CHAPTER 1: INTRODUCTION
1.1 Problem statement:
Along with the rapid growth of the economy in general and the service industry in
particular, there are to be ever-evolving measures and standards in evaluating the quality
performance of human resources to meet various multistage requirements, which leads to
many challenges. Delivering high-quality services normally involves complex demands
arising within the scope of work and requires frequent interactions with customers and
colleagues, thus places intricate emotional demands on employees. As a result, service
workers are likely to be susceptible to emotional exhaustion characterized by the feeling that
their emotional resources are becoming drained and that they face a shortage of energy.
Simultaneously, the challenge of work-life balance tend to produce conflicts and without
having practical solutions, they will eventually result in emotional exhaustion as well.
Therefore, when it comes to burnout, needs arise from finding out what are the
substantial factors and to which degree they are related will be further explained in this study,
most importantly is because the adaptive outcome that derived from those factors with
respect to burnout – the intention to quit, also greatly affects companies in terms of cost-
effectiveness and efficiency. Intention to quit is a subjective estimation of an individual
regarding the probability that this person will be leaving the organization in the immediate
future (Kim & Stoner, 2008). To be more specific, when an employee leaves his job,
organization not only loses its human capital but also endures costs associated with high
turnover of employees (Yang, 2008:433). High employee turnover rate increases costs and
affects productivity negatively (Lam et al., 2002:218). Additionally, the effects of employee
turnover on organizations are classified into two groups as direct and indirect effects. The
former may emerge when the costs of training and hiring new employees increase. Whereas,
the latter occur when job satisfaction, organizational commitment, and productivity decrease
lead to a subsequent decrease in the quality of service and reputation of the organization
(Faldetta et al., 2013: 584; Foreman 2009: 356). Responding to these issues, companies and
corporations have been paying increasing attention to the human resources of their own as
this is the leading force in order to attain their competitive strategies.

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 Despite the great significance of employees’ turnover rate and emotional exhaustion,
fewer researches have been carried out to investigate certain variables that lead toward
emotional exhaustion and subsequently the intention to quit of the workforce. For instance, a
past finding had examined the effects of both hindrance and challenge demands on driving
anger with both emotional exhaustion and work engagement being mediations (Feng li,
Guangxi Wang, Yongjuan Li, Ronggang Zhou, 2016). Researchers had also discovered that
two distinct kinds of employees’ work passions (namely harmonious and obsessive passion)
may be the antecedents of the use of emotional labor strategies when confronted with
emotional labor and might have a close relationship towards emotional exhaustion in another
study conducted by Kuan-Yu Chena, Ching-Wen Chang and Cheng-Hua Wang (2018).
Nonetheless, although these theories have clarified the relationships between those variables
and emotional exhaustion, they are still limited with respect to taking into account other
aspects of the association between these four variables towards employees’ turnover
intention. Therefore, this study attempts to investigate the effect of harmonious and obsessive
passion as well as challenge and hindrance demands on the intention to quit of salesperson
with emotional exhaustion being the partial mediating variable (as service workers are much
more prone to burnouts). Eventually, this study suggests implications to minimize negative
effects on employees’ emotional exhaustion and reduce the turnover ratio among companies.
1.2 Research objectives:
The initial objective of the study is identifying the link between harmonious and
obsessive passion as well as challenge and hindrance demands with emotional exhaustion
and offer an integrated approach for understanding how these components along with
emotional exhaustion directly leads to job leave intention. After that, the research analyzes
the measurement scale and observed variables for factors in conceptual framework. Finally, it
also suggests some recommendations for organizations to decrease turnover intention of
employees.
1.3 Research questions:
In order to achieve the research’s objectives, the following research questions will be
examined:
- What are the effects of the harmonious and obsessive passion, challenge and
hindrance demands on emotional exhaustion?

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 - Do work passions and job demands directly linked to the turnover intention? If
yes, what is the relationship between these variables towards employees’ intention to quit?
- What is the impact of emotional exhaustion on the intention to quit?
- What recommendations are suggested from this study to help organizations
reduce turnover intention?
1.4 Scope of study:
The research predominantly concentrates on the harmonious and obsessive passion,
challenge and hindrance demands on emotional exhaustion and intention to quit. Therefore,
proper participants for the study are salesperson currently living in Ho Chi Minh City, who
could be full time or part time employed and are involves in frequent interactions with
customers and colleagues. The scope of time for the survey shall be from July 2020 to
September 2020.

1.5 Research method:

- Questionnaire development:

The goal of this study is to investigate the moderating effect of the harmonious and
obsessive passion, challenge and hindrance demands on emotional exhaustion and
intention to quit. To test the propositions, a field survey using questionnaires was
conducted.

- Sampling design and data collection:

Step 1: The researcher collects and review relevant articles. From that, the researcher
assigned a list of potential factors to be analyzed in the study. According to that list, the
researcher builds the hypotheses and conceptual framework.
Step 2: In this step, the researcher determines the measurement scale for this research
with required sampling and sample size. Also, the researcher chooses the appropriate
sampling method, which is convenience sampling to collect the data using quantitative
research.

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 Step 3: Next, the researcher starts to make the questionnaire for the survey. The
questionnaire consists of two parts: personal information and factor analysis. All questions in
the questionnaire must be examined carefully with a proper measurement scale.
Step 4: The researcher conducts survey online. Online survey has advantages of
convenience and time – saving.
Step 5: Lastly, the researcher analyzes the data collected, using SPSS 20.0 and Smart
PLS 3.2.8. Then, the result will be discussed to suggest some implications to help firms
decrease turnover intention among employees.
1.6 Significance of study:
The findings of the study will redound to the benefit of society considering that
emotional exhaustion plays an essential role in psychological science and business today.
Thus, business that apply the recommendations derived from the results of this study will be
able to minimize the negative effects of emotional exhaustion and have a better
understanding of the cause of the issue. For the researchers, this study will also contribute to
uncover critical areas and reinforce their knowledge in previously studied theories as well as
generate a further understanding of its implications in reality.
1.7 New contribution of the research
 Theoretical implications:
This study's findings contribute to the service management literature in some ways. In
former theory, a dualistic model of passion for work, namely obsessive and harmonious
passion, is often explored in the context of how frontline employees use emotional labor
strategies as a mediating role and that affects emotional exhaustion. This study, however,
clarifies those relationship under service industry perspective and perceptions.
Additionally, the result of research conducted in Vietnam, which has a unique culture
and a slower economic growth than other developed countries, has shown several potential
differences compared to previous studies. Likewise, antecedent research often described the
effects of both hindrance and challenge demands on driving anger within the framework of
the job. This is considered limited with respect to taking account of other aspects of the
association between these four variables towards employees’ turnover intention. As a result,
this finding helps to tackle those issues, provides empirical support for extending Dualistic

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model of passion and Job demands resources model to the intention to quit of a salesperson
and bring about new important discoveries for theoretical fields.
 Practical implications:
The research will show institutions in service industry the relationship between
manifold factors regarding to demands and emotional exhaustion. This study classifies the
comprehensive analysis and evaluation in many aspects through which to propose
governance implications for improving human resources management and retention activity.
At the same time, overcoming existing limitations in the enterprise, helping the business
process have a specific direction in increasing employee performance, the ability to cooperate
to promote their own business development, and commercial activities in Vietnam in general.

1.8 Structure of studyy:

Chapter 1 – Introduction: mainly indicates what encourages researchers to study this topic
and whether there is a special encouragement to talk the researcher into studying factors that
affect emotional exhaustion. Research procedures, research objectives and so forth are also
mentioned in this chapter.
Chapter 2 – Literature review: refers to the application of the Dualistic model of passion
and the Job demands – resources model along with results of previous studies to develop the
research model of this very study.
Chapter 3 – Research methodology: mainly describes how researchers collect data and what
methods will be used to further analyze these figures in details.
Chapter 4 – Findings and discussion: using Excel and SMART PLS to discuss and analyze
the problem with specific values.
Chapter 5 – Conclusion and recommendations: points out the ultimate result of the
research and proposes practical implications as well as some recommendations for future
research.

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 CHAPTER 2: LITERATURE REVIEW

2.1 Base theories:

2.1.1 Emotional Labor and Strategies
- Emotional labor: Grandey (2000) points out that it is the emotional labor system that
employees must adhere to achieve organization’s business goals. Employees must know
how to control inappropriate attitude and must always show positive energy when dealing
with customers.
- Emotional labor strategies: is a strategy that motivate employees to adhere to the
emotional standards set by the company to match the organizational objectives, which
will be essential for further research and application in the near future (Brotheridge and
Lee, 2002). According to previous studies, researchers have pointed out two main acting
strategies that employees applied when confronted with emotional labor, namely deep
acting (DA) and surface acting (SA) strategies (Hochschild, 1983)

2.1.2 Self-determination theory (SDT)

Developed by Deci and Ryan (2000), the self – determination theory acts as a framework
to analyze and study the antecedents of the Emotional Labor strategies of Sisley and
Smollan (2012), which leads to an important discovery: a relationship between the
components of these two models truly exists, that is, the autonomous and controlled
motivations illustrated in the Self – determination model are founded to be closely
associated with the surface acting and deep acting strategies of the Emotional labor
strategy model. While the controlled internalization process of the former theory
promotes employees’ surface acting strategy, the deep acting strategy of the latter model
is driven by autonomous internalization process.

2.1.3 Dualistic model of passion

There is an interesting fact that while many passionate employees experience emotional
exhaustion due to their current jobs, some others do not. Hence, Lavigne et al. (2012)
presumes that passion does not always bring out positive work results and there might

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 exist a different dimension of passion that deliver completely contrast job outcomes.
Thus, the Dualistic Model of Passion is developed based on the SDT model and is used to
identify two different dimensions of work passions which are Harmonious passion (HP)
and Obsessive passion (OP).
- Harmonious Passion: refers to a type of activity that a person chooses to do with free
will and are willing to invest time and effort with pleasure and joy. It is also considered to
be very important to that individual. People with harmonious passion can integrate it to
fit their daily activities and do not feel compelled to be engage with it at any given time.
- Obsessive passion: In contrast with harmonious passion, OP for work is an
uncontrollable urge to engage to current job activities which can be very time and energy
consuming. Obsessively passionate employees will constantly feel a conflict between
work passion and other activities in life which could result in exhaustion, stress,
downhearted, etc.

2.1.4 Job demands – resources (JD-R) model

The Job Demands-Resources Model, or JD-R model, is a model that focuses on
employees’ well-being, most managers will use this model to manage and evaluate
employee engagement. It is also used to identify job pressure arising from the imbalance
between job needs and available resources necessary for employees to complete assigned
tasks (Bakker et al., 2014; Bakker and Demerouti, 2007). The model divides the working
conditions into two components: job demands and job resources.
- Job resources are the physical, organizational or social factors that help employees
achieve personal career goals, reduce physical and mental burdens at work, and also help
to develop personal growth such as career development opportunities, good relationships,
etc. (Bakker and Demerouti, 2007)
- Job demands are the requirements that comes from job elements such as physical,
psychological, social, or organizational that require employees’ effort and skills to be
able to meet the above needs. (Bakker and Demerouti, 2007; Bakker and Demerouti,
2007). Furthermore, according to Cavanaugh et al. (2000), there are two dimensions
included in job requirements which are challenge and hindrance demands.

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 - Hindrance demands: this type of demand will bring significant stress to employees due
to work conflicts and the lack of resources in the working environment which could result
in negative attitudes, behavior, and the reduction of productivity.
- Challenge demands: this type of demand will mostly bring positive results for the
business because employees will be challenged with high but attainable requirements at
work which creates opportunities for employees to develop themselves and their future
career

2.1.5 Burnout
- Both of Freudenberger’s study (1974) along with Maslach and Jackson’s research (1984)
refer that burnout is a state happens when a person is worn out of physical and
psychological energy as a result of the excessive demand for energy, strength, and
individual resources. In Maslach’s theory, burnout is divided into three dimensions which
are emotional exhaustion, depersonalization and reduced personal accomplishment.
- Emotional exhaustion: is the exhaustion of emotional resources as a result of the
excessive demand that requires individuals to perform specific emotions during the
interpersonal interaction which cause a depletion in the emotional aspect of employees.
(Maslach and Jackson, 1981)
- Depersonalization: is the condition where employees become dispassionate towards
customers and no longer bother to adjust their emotions to fit business criteria. (Schaufeli
and Buunk, 2003)
- Reduced personal accomplishment: is a condition in which an individual loses
incentives to work and compete or has a significant decline in professionalism. (Wu and
Cheng, 2003).
- In comparison to the three dimensions of burnout, emotional exhaustion is considered to
be one of the most frequent elements that stimulates negative job outcomes (Bono and
Vey, 2005; Brotheridge and Grandey, 2002; Maslach, 1982). Hence, emotional
exhaustion shall deserve further consideration in this study.

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 2.2 Previous researches
No. Year Author Subject Factors Results Limitations

1 2018 Kuan-Yu Frontline _ Personality traits _This research indicates _ More in – depth
Chen, Ching- employees’ _ Motivational that harmoniously researches need to be
Wen Chang, passion and tendencies: passionate frontline conduct in order to
Cheng-Hua emotional + Autonomous employees who tend to come up with solutions
Wang exhaustion: The motivation adopt a deep acting to increase work
mediating role + Controlled strategy when facing passion as well as to
of emotional motivation with emotional labor further examine
labor strategies _ Harmonious are less likely to whether the Dualistic
passion & experience emotional Model of Passion
Obsessive passion exhaustion while those produce changes over
_ Other mediating with obsessive passion time.
variables: who tend to employ a _ The research did not
+ Time and work surface acting strategy address whether the
+ Basic are in turn, more likely workplace or
psychological to experience one. organizational
needs _It also confirms the atmosphere affects the
+ Flow experience motivational premise of relationship between
+ Rumination and the emotional labor emotional labor and
recovery strategy and emotional exhaustion
_Emotional labor emphasizing the need to and whether feedback
strategies: consider the or emotional support
+ Surface acting psychological can reduce the
+ Deep acting qualitative investment seriousness of
of frontline employees emotional exhaustion.
as well as the need to _More research is
test the quality of needed to explore the
psychological emotional interactions
investment in an among employees and
employee’s work. between employees
and customers as well
as to identify how such
interactions affect
employee performance
and customer value.

2 2016 Feng Li, Job demands _ Job demands: _ This study states that _ The cross-sectional
Guangxi and driving + Challenge both hindrance and design used in this
Wang, anger: The roles stressors challenge demands are research precludes
Yongjuan Li, of emotional + Hindrance positively related to causal inferences
Ronggang exhaustion stressors emotional exhaustion based on the data.
Zhou and work _Health and both emotional _The use of self-
engagement impairment exhaustion and work reported data to

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 processes engagement are examine the possible
_Perceived positively correlated relationship between
resource loss with driving anger. the variables of
_ Work _ The above result also interest increases the
engagement suggests that companies possibility of common
_ Emotional should employ stress method variance.
exhaustion management programs Hence, the observed
to help their employees relationships in this
reduce or cope with study are subjective
hindrance stressors. rather than artifactual.
_ The research did not
cover job resources
and personal
resources.
3 2017 Einar M. Motivated for _ School goal _This research _ The use of a cross-
Skaalvik, teaching? structure: illustrates two main sectional design
Sidsel Associations + Learning goal teachers’ perception of hinders firm causal
Skaalvik with school goal structure the school goal conclusions.
structure, + Performance goal structure that leads to _ The research did not
teacher self- structure motivation to leave the cover how the school
efficacy, job _ Job satisfaction teaching profession, goal structure relates
satisfaction and _ Teacher one is the learning goal to teachers’
emotional engagement structure via teacher perceptions of job
exhaustion _ Subjective health self-efficacy and job demands and job
_Workload satisfaction, leading to resources at school.
_ Time pressure lower motivation to _ All measures in this
_ Discipline leave, and another is the study are based on
problems performance goal self-reports which may
_ Stressful working structure via increased affect the results with
conditions workload and emotional common method
_ Self – efficacy exhaustion, leading to variance.
_ Emotional higher motivation to _ 19% of the teachers
exhaustion leave. at the participating
_ This also suggest that schools did not
school administrators participate in the
should pay attention to study.
the goal structure at
school and be aware of
what signals they
communicate to
teachers about
educational goals and
values.
4 2018 Scott B. Ethical _Supervisor ethical _ This research _ Some ambiguity may
Dust, leadership and leadership proposes that ethical exist regarding
Christian J. employee _Employee leadership is positively the direction of the

15
Resick, success: emotional linked with employees' relationships as study
Jaclyn A. Examining the exhaustion current and potential 1 was cross-sectional
Margolis, roles of _Employee success through and in study 2,
Mary B. psychological psychological psychological although measures of
Mawritz, empowerment empowerment: empowerment with ethical leadership and
Rebecca L. and emotional + Personal emotional exhaustion psychological
Greenbaum exhaustion competence being a disruptive empowerment were
+ Determination factor that weakens the separated by three
+ Meaning of work empowering effects of weeks, empowerment
+ Impact of work ethical leaders as it and employees’
increases. success were assessed
_ It also recommends cross – sectionally as
that organizations well.
should provide training _ The relationships
modules that raise between ethical
employees’ awareness leadership,
of the work-related psychological
factors that could empowerment, and
trigger stress or offer success could be
opportunities for inflated because of
employees to develop common – source
the capacity to regulate biased.
emotion on the own _ The measures of
through platforms such current success only
as mindfulness training focused on in-role
in order to reduce performance (study 1)
hindrance stressors. and initiative (study
2), yet neglecting
extra-role
performance.
_ In study 1, many of
the participants may
have worked on less
complex assignments
or had fewer
opportunities to gauge
the behavior of their
current supervisors or
to impact the success
of the organization
whereas relatively
little is known about
the motivation of
individuals in study 2
to be part of a research
panel.

16
 _ More future research
is needed to more fully
understand the role of
emotional exhaustion
in ethical leadership
research as it may have
a more complex
relationship with
ethical leadership than
depicted in this current
study.
_Using experimental
designs, further
research should be
conducted to better
isolate the unique
motivational effects of
ethical leadership.
5 2016 Yuka The effect of _ Control variables: _ This study finds that _The findings from
Fujimoto, mobile + Age while Japanese workers' this study need to be
Ahmed technology + Gender mobile technology tested in other contexts
Shahriar usage on work + Job Tenure usage has a positive as there are socio-
Ferdous, engagement and + Type of impact on their work psychological
Tomoki emotional Occupation engagement through job conditions that are
Sekiguchi, exhaustion in + Personality autonomy, it does not unique to
Ly-Fie Japan _ Mobile have any significant Japan that limit the
Sugianto technology Usage effect on employees’ generalizability of
_ Job autonomy emotional exhaustion. these findings.
_Nevertheless, this
research still
emphasizes the
importance of
managerial MT
accountability to foster
employees' positive
mindset in both work
and non – work
domains.
6 2017 Jordi How does _ Personal _ The findings in this _This research was
Fernández- emotional variables: research indicate that conducted in only
Castro, exhaustion + Emotional demand, effort, and certain hospital wards
Fermín influence work exhaustion control appraisals and data are not
Martínez- stress? + Years of depend on the task generalizable for all
Zaragoza, Relationships experience performed whereas the types of nurses.
Tatiana between stressor _Task performed: reward appraisal relies _Although the
Rovira, Silvia appraisals, + Direct care on both the task use of single-items is

17
 Edo, hedonic tone, + Rest care performed and almost mandatory in
Ángel and fatigue in _ Momentary emotional exhaustion. ecological momentary
Solanes- nurses’ daily variables: Moreover, momentary assessment, the
Puchol, tasks: + Reward appraisal hedonic tone is also representativeness of
Beatriz A longitudinal + Demand founded to be these items in relation
Martín-del- cohort study appraisal influenced by the task to the construct of
Río, Rosa + Effort appraisal performed, demand, measurement could be
García- + Control appraisal reward, emotional questionable
Sierra, exhaustion and by the
Gemma relationship between
Benavides- emotional exhaustion
Gil, and demand appraisal
Eduardo while momentary
Doval fatigue can be
explained by the task
performed, demand,
reward, and emotional
exhaustion.
_The above result also
emphasize the
importance of
differentiating between
personal factors and
organizational factors
related to burnout and
contribute to clarify the
objectives of
intervention programs
to prevent burnout in
nurses.
7 2015 Pelin Kanten, The Effects of _ Negative _ The result of the _ More future studies
Murat Positive and perfectionism study are need to test the
Yesıltas Negative _ Positive shows that there is a research model on
Perfectionism perfectionism positive relationship larger samples in order
on Work _ Psychological between positive to compare the
Engagement, well – being perfectionism with consequences to the
Psychological work engagement and degree of the
Well-Being and psychological well- managers’ levels.
Emotional being, whereas no _ The study can be
Exhaustion association is found expanded by adding
between this factor and other variables which
emotional exhaustion. are classified as
In addition to this, important
negative perfectionism consequences both for
is found to be a individuals and
negative influence organizations such as

18
 factor towards life satisfaction, job
psychological well- satisfaction,
being while no direct workaholism, positive
effect of this element is affect and so forth.
found on work
engagement and
emotional exhaustion.
Hence, it could be
deduced that
psychological well-
being has a fully
mediator role in both
the relationships
between negative
perfectionism and
emotional exhaustion as
well as between
positive perfectionism
and emotional
exhaustion.
_In the light of this
result, it can be said that
both positive
perfectionism and
negative perfectionism
are needed to be
managed carefully in
organizations due to
possible consequences
that might follow.
8 2010 John W. Effects of _ Occupational _ This research finds _ This study only
O’Neill, Qu organizational/o characteristics: that both occupational includes employees’
Xiao ccupational + Job demands characteristics, namely self-reports regarding
characteristics + Face time job demands and face emotional exhaustion.
and personality _ Organizational time are positively _ The results of this
traits on climate: correlated to emotional research may not be
hotel manager + Effort exhaustion whereas generalizable to the
emotional + Quality only one characteristic limited-service
exhaustion + Pressure to of organizational segment.
produce climate, i.e. pressure to _ The subject study is
_ Personality produce has a positive limited to the United
characteristics: relationship with States.
+ Neuroticism emotional exhaustion.
+ Extroversion Furthermore,
extroverted individuals
appeared to be largely

19
 buffered from
emotional exhaustion
while neurotic ones
tend to be much more
susceptible to it.
_ Hence, this finding
offer a considerably
reliable guidance in the
employee selection
process.
9 2008 Jeffrey An investigation _Role conflict _This study _The data collected
E.Lewin, of the influence _Role ambiguity demonstrates the from this study are
Jeffery of coping +Incongruent moderating influence of cross-sectional which
K.Sager resources in demands coping resources on the may undermine the
salespersons’ +Incompatible development of true causal inferences.
emotional goals emotional exhaustion
exhaustion _Problem-focused among salespeople _There should be
coping while taking account of caution in terms of
+Stressful work two variables linked to generalizing the results
environments work-related emotional as salesperson’s
_Emotion-focused exhaustion: role conflict sample was taken from
coping and role ambiguity. It a single industrial
also shows that the use firm.
of problem-focused
coping strategies will _It is recommended to
diminish the impact of have access to
these variables on available bias
salesperson’s emotional regarding common
exhaustion. method variance
_There are some because the measures
methods recommended in this study represent
from this study to help self-reported
minimize role stress perceptions.
among salespeople
which includes
establishing clear
expectations regarding
performance, autonomy
and support available
from other functional
units within the sales
organization.
10 2018 Rebecca J. Teachers’ _Perceived _ Findings indicate the _Alternative
Collie, perceived autonomy support correlations among viewpoints should be
Helena autonomy +Reliability perceived autonomy considered as this
Granziera, support and +Factor structure support, adaptability, research data are self-

20
 Andrew J. adaptability: An +Convergent emotional exhaustion reported and cross-
Martin investigation validity and those with sectional.
employing the _Adaptability organizational _Since this study was
job demands- _Emotional commitment. This not conducted on
resources model exhaustion study also concludes either teachers’ full-
as relevant to +Psychometric that perceived time status at work or
workplace properties autonomy support broader school
exhaustion, _Disengagement positively associated population, data can’t
disengagement, +Motivation and with adaptability, and be modeled at
and commitment Engagement negatively correlated individual level.
+Teachers’personal with exhaustion and _The research
characteristics disengagement. solitarily places
_ To foster autonomy emphasis on the
support in practices, function of job
principals should look demands and is
for teacher’s considered to be
perspective and limited to a certain
perception towards extent. Therefore,
school policies and more investigations
provide effective should be made on the
reinforcements to associations of job
improve teacher’s demands alongside
performance. with job resources and
personal resources.

11 2012 Feng Li, Li Job demands, _Job demands _This research indicates _Cross-sectional
Jiang, Xiang job resources + Psychological that job demands design in these
Yao, and safety demands represented by findings may
YongJuan Li outcomes: The +Physical demands psychological and undermine causal
roles of _Job resources physical demands are inferences from the
emotional + Skill discretion positively related to data collected.
exhaustion and +Decision emotional exhaustion _Common method
safety authority while job resources variance may be
compliance +Supervisor which consist of increased by the using
support decision latitude, of self-reported
+Coworker support supervisor support, and measures in this
_Emotional coworker support have research.
exhaustion a negative impact on _ Lack of important
_Safety compliance emotional exhaustion. investigation on
+ Core safety _ From this study, it is possible associations
activities advised that among job demands,
organizations should job resources, and
create a supportive personal resources.
working environment _The low internal
by training and consistency reliability
developing qualities in of psychological

21
 supervisors and demands and decision
adopting a coaching- latitude scales may
oriented supervisory attenuate their
style as well as relationships with
equipping employees emotional exhaustion,
with team-building safety compliance, and
training. safety outcomes.

12 2018 Uju Violet Customer _Customer _The findings show that _ Using cross-
Alola, incivility and incivility the relationship sectional data in this
Olusegun A. employees' _Emotional between customer study would increase
Olugbade, outcomes in the Exhaustion incivility and emotional possible selection bias.
Turgay Avci, hotel: Testing exhaustion is positive _ Due to the narrow
Ali Öztüren the mediating and remarkable. It also view focusing only on
role of exposes that customer customer-contact hotel
emotional incivility increases employees in Nigeria,
exhaustion turnover intention it is suggested that
among customer- acquiring data from
contact employees of employees in different
hotels in Nigeria. service organizations
_This study suggests such as restaurants,
that management airlines, banks and
should consider hospitals in future
customer incivility as researches will be
an issue. Hence, focus advantageous to get a
on training customer – broader view about the
contact employees in causality.
order to prepare them
for potential
occurrences as well as
contributing to
eliminate initial shock
related to unexpected
events, which in turn
help to minimize
employees’ emotional
fatigue.
13 2017 Eun Kyoung A moderated _Job stress _It reveals that high job _ All study factors
Chung, mediation model + Physical stress is in correlation were measured based
Yeseul Jung, of job stress, job environment with low job on self-reported
Young Woo satisfaction, and + Job demand satisfaction, which questionnaire allowing
Sohn turnover + Insufficient job results in the participants to follow
intention for control predictions of higher one certain direction to
airport security + Interpersonal turnover intention. In respond to the
screeners conflict addition, the impact of questions, which could
+ Job insecurity such mediation model lead to inflation in

22
 + Organizational is significantly greater observed results.
system among security _The research was
_Job satisfaction screeners with high incapable of verifying
_Self-determined self-determined the actual causal
work motivation motivation than those relations among job
+ Intrinsic with low self- stress, job satisfaction,
motivation determined motivation. turnover intention and
+ Identified _To reduce turnover self-determined work
regulation intention among motivation.
+ External employees, this study _ Results from the
regulation suggests that companies survey whose
+ Amotivation should be able to assess participants were all
self-determined Korean ASSs at
motivation during airports in Korea show
hiring and should be that turnover intention
paying great efforts in was strongly
developing a working connected to job stress
environment that is as from organizational
autonomous as possible culture, which highly
for employees. relies on the country
than on the work itself.
Hence, the results
might not be
applicable in other
countries with
different cultures.

14 2016 Patcharanan Creativity and _ Creativity _ This study shows that _ Culinary creativity
Tongchaipras turnover _ Job satisfaction: job stress and job needs to be
it, Vanchai intention among + The work itself satisfaction are two operationally defined
Ariyabuddhip hotel chefs: The + Level of factors that mediate in the future as
hongs. mediating responsibility creativity and creativity is defined
effects of job + Opportunities for employees’ turnover differently according
satisfaction and growth and intention. Specifically, to these two concepts.
job stress recognition job satisfaction tends to _ The sampling
+ Supervision create positive effects method in this study is
+ Interpersonal among employees also a limitation as the
relationships which leads to other result was collected
+ Working desirable outcomes on from chefs working in
conditions the enterprise-scale and Bangkok international
+ Salary and reduce negative impacts hotel chains who
company policy such as stress and were recruited by
_ Job stress: intention to quit. In purposive sampling.
+ Work overload contrast, job stress Therefore, the
+ Demanding generated from factors generalization of the
social contacts such as high job results is limited as the

23
 + Poor social status demands and workload, sample was not
low resources, low representative of hotel
control and rewards is chefs in Thailand.
more likely to associate _Data collection
with adverse method was limited as
psychological and Human Resource
physical health on the departments of
individual level along participating hotels
with low job were asked to
satisfaction and distribute and collect
sickness absence on the the questionnaire on
organizational level. behalf of the
_ Based on the result of researchers, which
this research, culinary might affect the
organizations should integrity of the survey.
pay more attention to _ Another limitation
create a working lies in the self-report
environment that allows nature of the data as
employees to perform common method
creativity in cuisine as variance might
well as distribute a increase.
reasonable workload _ It is unclear whether
while ensure sufficient two variables, namely
resources to reduce the job satisfaction and job
amount of work for stress mediated the
employees. It is relationship between
necessary to allow creativity and turnover
employees to have intention or interact
some sense of control with creativity to
over the work to avoid impact turnover
job dissatisfaction intention.
which could result in a
high rate of turnover.
15 2012 Nasrin Workplace _ Workplace _ The result of this _ Since this research is
Arshadi, Characteristics characteristics: research indicates that only initiated only
Fateme and Turnover + Trust negative effects on once at a specific time,
Shahbazi Intention: + Information employees will be it might generate
Mediating Role sharing reduced if the four ambiguity in causal
of Emotional + Distributive components of direction.
Exhaustion justice workplace _ As data is collected
+ Job security characteristics are fully only from male, it
_ Emotional implemented in the might pose limitation
exhaustion workplace. However, in term of
unless the workplace generalizability.
satisfies those four _ The data can be
factors, it will create a much more precise

24
 tremendous amount of with the combination
workload and stress of objective
toward employees assessments and self-
which could result in reported
emotional exhaustion questionnaires instead
leading to turnover of using only one
intention. Furthermore, method as in this
there are some cases research.
that employees do not
feel emotional
exhaustion but rather
has a negative feeling
toward the company
and managers due to
unfair distribution of
workload, worrying
about job security, lack
of trust and
communication with
top management.
_Managers should
focus more on
improving employees’
working environment
by creating trust
between employees and
managers, guaranteeing
job security,
strengthening a
connection between
departments, and
executing procedures
that ensure a fair
workplace.
16 2015 Samira Mediating role _ Work _ The result indicates _ The limitation in this
Shahpouri, of work engagement: that job and personal research relates to the
Kourosh engagement in + Vigor resources are two sample groups in
Namdari, the relationship + Absorption crucial factors in which data is collected
Ahmad between job + Self dedication promoting employees’ only from female
Abedi resources and _ Job resources work engagement nurses in Alzahra
personal _ Personal which reduces the hospital which leads to
resources with resources: intention to quit. a lack of diversity.
turnover + Resilience _ Human-resources Hence, it is advisable
intention among + Self-efficacy manager should focus to expand the sample
female nurses + Optimism on creating abundant group by collecting
+ Self-esteem resources in the data from male nurses

25
 workplace which allows or workforce working
employees to work with in industrials
a low-rate of stress, complexes as well.
hence, indirectly affects
motivation to leave the
profession. Moreover,
managers should
prioritize in hiring
employees with high
psychological capital
which enables them to
easily influence
employees’ work
engagement and
turnover intention rate
indirectly.
17 2018 Wenhui Liu, Workplace _ Workplace _ The research has _ Data is collected on
Shihong violence, job violence: shown that workplace whether nurses had
Zhao, Lei satisfaction, + Physical violence violence has a positive experienced workplace
Shi, Zhong burnout, (including hitting, association with violence in the last 12
Zhang, perceived shooting, kicking, burnout factors which months, so there might
Xinyan Liu, organizational slapping, pushing, leads to an increase in exist recall bias in the
Li Li, support and their biting, pinching, turnover intention. In results.
Xiaojian effects on wounding using contrast, both job _ Researchers cannot
Duan, turnover sharp objects, and satisfaction and identify whether
Guoqiang Li, intention among sexual assault and perceived incomplete
Fengge Lou, Chinese nurses rape) organizational support questionnaires make
Xiaoli Jia, in tertiary + Psychological are proved to be any significantly
Lihua Fan, hospitals: a violence (including negatively related to difference compare to
Tao Sun, Xin cross-sectional verbal abuse, turnover intention. the completed ones or
Ni study threats and sexual _ It is suggested for not.
harassment) hospitals to establish _ The preconceptions
_ Job satisfaction policies in order to of the researchers have
_ Burnout prevent violence in the heavily affected the
_ Perceived workplace and provide purposive sampling
organizational necessary support for results which leads to
support nurses such as welfare sampling bias
and practical assist. and an unconfident
They are also advised to results of
put effort into the overall
generating a solid trust investigation.
between employees and
managers, ensuring
procedural justice in the
organization as well as
creating a supportive

26
 organizational climate.
18 2017 Yong Lu, The relationship _ Job satisfaction _ This study states that _ Since researchers
Xiao-Min between job _ Work stress turnover intention was design this study as a
Hu, Xiao- satisfaction, _ Work–family directly and negatively cross-sectional design,
Liang Huang, work stress, conflict: related to job it creates a hindrance
Xiao-Dong work–family + Time based satisfaction, and it was in deducing the causal
Zhuang, Pi conflict, and + Strain based directly, indirectly and relationship between
Guo, Li-Fen turnover + Behavior based positively associated job satisfaction, work
Feng, Wei intention among with work stress and stress, work-family
Hu, Long physicians in work– family conflict. conflict, and turnover
Chen, Guangdong, _ To reduce employee intention.
Huachun China: a cross- leaving rates, _The instrument used
Zou, Yuan- sectional study administrative in this analysis is only
Tao Hao departments need to designed for the
enforce appropriate national conditions in
policies that focus on China which may not
promoting job be suitable to be
satisfaction and applied for other
reducing work stress regions or countries.
and work-family
conflicts as well as pay
special attention to
physicians who work in
rural areas and basic
medical institutions.

Although the previous researches scrutinized and studied numerous dissimilar factors
that affect emotional exhaustion on various type of occupation (front line employees in the
restaurant industry, office workers, teachers and so forth) in different countries and different
time (from 2008 all the way up to 2018), they all pointed to a few same main routes as to
why employees, in general, exhaust their emotional energy. These include two motivational
tendencies: harmonious passion and obsessive passion as well as two other elements of job
demands: hindrance demands and challenge demands. Hence, this research will mainly focus
on analyzing the effects of relevant elements on the intention to leave the sales occupation of
employees. The relationship between these factors with emotional exhaustion and
salesperson’s intention to quit will be illustrates in the research model below.

27
2.3 Research model

a) The relationship between passion for work and emotional exhaustion

Vallerand et al. (2003) stated that passion is an intense enthusiasm towards an
individual’s preferred self -defining activity, which the individual consider to have high
value, and is willing to invest time and effort on a regular basis. Hence, if an individual
develops such passion towards his or her current job, then the job has become a part of the
individual’s own identity and passion for work is produced (Vallerand, 2010). However, not
all assortment of passions for work generate positive outcomes. The Dualistic Model of
Passion presented by Philippe et al. (2010) and Vallerand and Houlfort (2003) suggested that
there are two main types of passion for work that result in completely contrasting outcomes:
harmonious and obsessive. Due to Vallerand et al. (2003), both of them are determined based
on two categories of motivation that leads individuals to the internalization of activities,
namely autonomous and controlled motivation which were illustrated in the self-
determination theory (SDT) developed by Deci and Ryan (2000).

28
 In autonomous internalization, employees integrated the works that they consider to
be important into one’s self – concept, thus perceive it as enjoyable or developmental and as
the foundations of this self – concept are in the individual’s control, it is relatively stronger
and much more stable than that generated by the controlled internalization process whose
foundations are built upon assets that are outside of the individual’s control (Ho et al., 2011;
Mageau et al., 2011). This could act as an explanation as to why obsession passion stimulated
by the controlled or partial internalization process causes work to be much more identity –
consuming while harmonious passion generated by the autonomous internalization process
does not. From the above thesis, it could also be deduced that harmonious passion for work
follows autonomous internalization associates with positive work – related outcomes, hence
negatively related to burnouts (Carbonneau et al., 2008; Shani et al., 2014; Lavigne et al.,
2012; Trépanier et al., 2014) and emotional exhaustion (Donahue et al., 2012; Fernet et al.,
2014). Conversely, obsession passion follows controlled internalization is more often than
not considered to be the main cause that leads to negative outcomes, thus positively related to
burnouts (Carbonneau et al., 2008; Shani et al., 2014; Lavigne et al.,2012; Trépanier et al.,
2014) and emotional exhaustion (Donahue et al., 2012; Fernet et al., 2014). Accordingly, the
following hypotheses are proposed:
Hypothesis 1: Salesperson’s harmonious passion for work is negatively linked with
emotional exhaustion.
Hypothesis 2: Salesperson’s obsessive passion for work is positively linked with emotional
exhaustion.

b) The association between job demands and emotional exhaustion

Under the job demands – resources model developed by Bakker and Demerouti
(2006), a health impairment process induced by job demands is regarded to be responsible
for employees’ resources exhaustion and energy depletion. Hence, job demands are
considered to be positively associated with burnout (Demerouti et al., 2001). Numerous other
studies that had provided solid proof for this relationship across several different occupations
includes those of Schaufeli and Bakker (2004), Alarcon (2011) and (Crawford et al., 2010).
According to Maslach (1993), since emotional exhaustion is a critical component of burnout
and best captures the “core meaning” of it, it can be deduced that job demands also have a

29
positive relationship towards emotional exhaustion. This leads to another conclusion that as
both hindrance stressors and challenge stressors are principal forms of job demands, they are
also positively related to emotional exhaustion. Based on the above, the present work argues:
Hypothesis 3: Challenge demands is positively related to emotional exhaustion.
Hypothesis 4: Hindrance demands is positively related to emotional exhaustion.

c) The relationship between work passions and the intention to quit of salesperson
As has been mentioned above, while harmoniously passionate employees feel more in
control over their work decisions and behaviors due to the autonomous internalization
process, individuals with obsessive work passion generated by the controlled internalization
process perceive work context as much more externally than internally controlled (Vallerand
and Houlfort 2003). Hence, since the sense of control mitigates the intention to quit of
employees (Firth et al. 2004), it can be inferred that there is a negative association between
harmonious passion and the intention to leave the sales occupation whereas there exists a
positive relationship between employees’ obsessive work passion and turnover intention.
Given the preceding arguments, the following hypotheses are examined:
Hypothesis 5: There is a negative association between harmonious work passion and
salesperson’s intention to quit.

Hypothesis 6: There is a positive association between obsessive work passion and

salesperson’s intention to quit.

d) The link between job demands and salesperson’s turnover intention

In a recent study, Schaufeli and Taris (2014) have conceptualized challenge stressors
as “resources” as they tend to be associated with individuals’ potential gains such as mastery
and personal growth while hindrance demands, under Cavanaugh et al. (2000)’s validation,
are considered to be obstacles to self – development, learning and goal achievement. Hence,
challenge demands also tend to generate more desirable job outcomes whereas hindrance
demands often illustrate a positive association towards undesirable ones. This conclusion is
supported by Podsakoff et al., (2007)’s study as challenge demands are proved to be
positively related to job satisfaction and negatively linked to employee’s motivation to quit

30
while in reverse, hindrance demands are considered to have a negative relationship towards
job satisfaction and positive relationship towards employees’ turnover intention. Hence, this
research proposed the following hypothesis:
Hypothesis 7: Challenge demands are negatively related to salesperson’s intention to quit.
Hypothesis 8: Hindrance demands are positively related to salesperson’s intention to quit.

e) The association between emotional exhaustion and employees’ intention to leave the sales
occupation
Various studies have provided evidences for the positive relationship between
burnout and employees’ turnover intention across several distinct occupations (teacher,
mental health personnel, nurse, etc.). Some typical illustrations include those of Leung and
Lee (2006), Scanlan and Still (2019), Gulcan (2015) and so forth. Hence, since emotional
exhaustion is also one of the three dimensions of burnout (the other two were
depersonalization and reduced personal accomplishment) based on a theory developed by
Maslach and Jackson (1984), it could be proved that there exists a positive association
between emotional exhaustion and employees’ job leave intention as well. Based on the
above, this hypothesis is proposed:
Hypothesis 9: There is a positive association between emotional exhaustion and
salesperson’s intention to quit.

31
 CHAPTER 3: METHODOLOGY
3.1 Introduction
As has been mentioned before, chapter two provided a fundamental concept of emotional
exhaustion and the overview of factors influencing it as well as on employees’ turnover
intention.
To have a better understanding of the purpose of the research and further consolidation on the
research model, chapter three aims to :
* Describe the research type and research strategy
* Explain how the quantitative approach which consists of: sampling design, measurement scale,
data collection, information consumption and the process of data analysis is used in this study.
3.2 Research type:
 According to Earl Babbie (2007), exploratory research is used when the topic or issue is new
and when data is difficult to collect. At the same time, this type of research is also extremely
flexible and can address research questions of all types (What, Why, How) which not only help
researchers tackle new problems that almost no previous studies have examined before but also
provides a better understanding of the existing problem.
Whereas, descriptive study, on the other hand, aims to accurately and systematically describe a
population, situation or phenomenon. It is more likely to answer What, When, Where and How
questions (which refers to what, when, where and how the characteristics of the situation being
studied), rather than the ‘Why’ questions (Shona McCombes, 2019).
The scope of this research is a combination of exploratory research and descriptive study. As this
research is an investigative study conducted on specific sample size in order to analyze the
consequences obtained from sample responses, it adopts certain characteristics of an exploratory
research. Nevertheless, it is also based on some previous theories and findings that other
researchers had discovered, for that reason, it might as well act as a descriptive study.

3.3. Research strategy:

In order to obtain the result of this research, authors decided to adopt the empirical analysis
approach. Empirical analysis is based on observed and measured phenomena and it tend to
derive knowledge from actual experience rather than from theory or belief. (University Libraries,
32
2020). In other word, empirical analysis is an evidence-based approach to the study and is an
interpretation of information which relies on real-world data, metrics and results rather than
theories and concepts. (Margaret Rouse, 2017).
In the first step of this study, researchers will use information provided by secondary data
collected in topic-related studies to identify factors affecting the emotional exhaustion level as
well as job leaves intention of salesperson. Next, from this secondary data, authors will build
hypotheses that will later be examined to see whether they are right or not through primary data.
Thirdly, primary data will be collected through quantitative approach, which is through online-
form questionnaire. In the final step, statistical techniques and tools will be used to investigate
the reliability of the hypotheses above.
This study will also be supported with the qualitative method, which is not only about “what”
people think but also “why” they think so (Question Pro, 2017). This method will enhance the
quality of the research and help researchers to understand the result of the quantitative method
more clearly. Beside the qualitative approach, empirical method will also be used to determine
factors affect salesperson’s emotions (namely harmonious and obsessive passion along with
challenge and hindrance demands) to find out about the nature of their association with
emotional exhaustion and the intention to quit.
3.4. Quantitative approach:
Quantitative research is appropriate for research on attitude, opinion, and behavior of the
surveyed participants. The results of quantitative research from one sample group shall be
generalized into a larger sample population (Khaosat.me, 2019).There are two types of
quantitative methods: numeric data (statistics) and non-numeric data (narrative text).
In this study, researchers will use the quantitative approach by creating an online survey on
salesperson’s emotions in Ho Chi Minh City and will use only numeric data to analyze the
results derived from it. The survey is created to provide a deeper view of what salespeople think
and how they feel when performing their job.
3.4.1. Sampling design:
Natalie Boyd said that: “A population is a group of people that you want to make assumptions
about”. Hence, in this study, authors decided to choose the population consist of salesperson who
are living and working in Ho Chi Minh City, aged 18 and above to make sure that the survey is
clearly understood.

33
Two ways of choosing a sample from a sampling frame include probability and non-probability
(also called as random and non-random) sampling. A random sample is a sample drawn in such a
way that each member of the population has some chance of being selected in the sample. In a
non-random sample, some members of the population may not have any chance of being selected
in the sample (Fuller, 2012). Because the topic of this research is focus on emotional exhaustion
and the intention to quit of salesperson, authors decide to use non-probability sampling to choose
people that are currently working in the sales occupation base on their willingness and
convenience to do the survey. Among various assortments of non-probability samplings, the
researchers decided to use convenience sampling and snowball sampling to conduct the survey.
While convenience sampling is a type of non-probability sampling method where the sample is
taken from a group of people that are easy to contact or to reach, a snowball sampling refers to a
technique where existing study subjects recruit future subjects from among their acquaintances
(Wikipedia, 2019). These two sampling methods are chosen because the researchers will identify
the participants by their convenience, that is, whether if they have time and willingness to do the
survey, and then ask them to spread the survey to their acquaintances who are currently working
in the sales position.
In the final step of sampling design, the sample size is chosen to be 220 respondents. In 1999,
MacCallum said that “the sample size should be evaluated roughly by the following levels: 50 is
very poor, 100 is poor, 200 is fair, 300 is good”. This means that having 220 respondents will be
likely to provide a fairly reliable result for the study.
3.4.2. Measurement Scale:
Questions included in the survey will help to figure out what salesperson think about their work
and how they feel about it as well as to identify difficulties they run into when performing their
jobs. In the questionnaire, there are 6 groups of questions, each of them is respectively related to
the following elements: Harmonious passion, Obsessive passion, Challenge demands, Hindrance
demands, Emotional exhaustion and the Intention to quit and are used to test the rational along
with the emotional level of salesperson toward their job. Moreover, the Likert Scale will be
provided for survey participants to rate their attitude towards the matters that are stated in the
questions from 1 to 5: strongly disagree, disagree, neutral, agree and strongly agree. Each
question will be explained carefully for participants in order to avoid misunderstanding and
ensure that researchers will be able to receive the most reliable result. At the beginning of the

34
questionnaire, some questions about the participants’ personal information such as gender, age
and so forth shall be asked in order to provide the researchers with a more comprehensive view
about the answerers, it will also make it easier for the researchers to compare the study subjects
to determine the similarities or differences in their way of thinking.
3.4.3. Data Collection:
After the survey has been developed, it will initially be used as a preliminary survey for
approximate 30 people to take part in. Authors will conduct an investigation at any feedbacks
from participants and analyze the received answer to identify whether the answerers understand
clearly about the questionnaire or not. Then, the surveyors will adjust the questions towards
participants’ understanding and eliminate any questions that are unrelated to the topic. After this,
data will officially be collected via the non-probability method as answer from participants will
now be received through online survey. Authors do not choose the offline interview method
since it cannot target as many subjects and tend to be more costly and time-consuming.
To start with the online survey, researchers will create a Google Form link that contains the
survey questions, then send it to potential participants with the application of the convenience
and snowball sampling methods. After that, participants will be asked to spread the questionnaire
to their acquaintances who are currently working in the same field. The form will also be sent in
several community groups for salesperson on Facebook to stimulate a rapid spread to potential
answerers. As a way of expressing the researchers’ gratitude towards participants of the survey, a
small gift for participants such as links to access e-book, vouchers, coupons and so forth will be
attached at the end of the form.
3.4.4. QuestionnairesInformation Consumption:
As has been mentioned previously, this research includes six groups of question which are used
to collect opinions of salespersons on their current occupation and other quantitative data for
researchers to analyze. All questions are based on previous studies namely “Job demands and
driving anger: The roles of emotional exhaustion and work engagement” (Feng Li, Guangxi
Wang, Yongjuan Li and Ronggang Zhou, 2016) and “The Role of Passion for Teaching in
Intrapersonal and Interpersonal Outcomes” (Noe´mie Carbonneau, Robert J. Vallerand, Claude
Fernet and Fre´de´ric Guay, 2008).

35
3.4.4.1. Harmonious passion
There are six questions related to the Harmonious passion element mentioned in the
questionnaire of Noe´mie Carbonneau, Robert J. Vallerand, Claude Fernet and Fre´de´ric Guay,
2008, which have passed the preliminary test to assure the transparency for respondents to
understand clearly. The Harmonious Passion scale has six items which are named as follow:
HP1, HP2, HP3, HP4, HP5, HP6 and are shown in the following table:

1HP1 My job as a salesman is in harmony with other activities in my life

1HP2 The new things that I discover doing my job as a salesman allow me to appreciate it

even more
1HP3 My job as a salesman reflects the qualities I like about myself
1HP4 My job as a salesman allows me to live a variety of experiences
1HP5 My job as a salesman is well integrated in my life
1HP6 My job as a salesman is in harmony with other things that are part of me
Table 1: The Harmonious Passion Scale

3.4.4.2. Obsessive passion

There are six questions, which can be traced back to the questionnaire of Noe´mie Carbonneau,
Robert J. Vallerand, Claude Fernet and Fre´de´ric Guay, 2008 that are used to test the Obsessive
Passion level. Each of these questions has passed the preliminary test to ensure the transparency
for respondents to avoid misunderstanding. The scale of Obsessive Passion has six items which
are listed in the following table under the name: OP1, OP2, OP3, OP4, OP5 and OP6.

2OP1 I have difficulties controlling my urge to do my job as a salesman

2OP2 I have almost an obsessive feeling for my job as a salesman
2OP3 My job as a salesman is the only thing that really turns me on
2OP4 If I could, I would only do my job as a salesman
2OP5 My job as a salesman is so exciting that I sometimes lose control over it
2OP6 I have the impression that my job as a salesman controls me
Table 2: The Obsessive Passion Scale

3.4.4.3. Challenge demands

Similarly to the above, there are also six questions for the Challenge Demands category, which
are mentioned in the questionnaire of Feng Li, Guangxi Wang, Youngjuan Li and Ronggang
Zhou, 2016. They have also passed the preliminary test to assure the capability for respondents

36
to understand. The Challenge Demands scale has 6 items which are named as follow: CD1, CD2,
CD3, CD4, CD5, CD6 and are shown in the following table:

3CD1 The scope of responsibility my position entails

3CD2 The number of projects and/or assignment I have
3CD3 The amount of time I spend at work
3CD4 The amount of responsibility I have
3CD5 The volume of work that must be accomplished in the allotted time
3CD6 Time pressure I experience
Table 3: The Challenge Demands Scale

3.4.4.4. Hindrance demands

The questionnaire of Feng Li, Guangxi Wang, Youngjuan Li and Ronggang Zhou, 2016, has
provided references for the following five questions that are associated with Hindrance
Demands. Each of these questions has passed the preliminary test to ensure the transparency for
respondents to understand clearly, hence, avoid misunderstanding. The scale of Hindrance
Demands has five items which are listed in the following table under the name: HD1, HD2,
HD3, HD4 and HD5.

4HD1 The degree to which my career seems “stalled”

4HD2 The lack of job security I have
4HD3 The amount of red tape I need to go through to get my job done
4HD4 The inability to clearly understand what is expected of me on the job
4HD5 The degree to which politics rather than performance affects organizational

decisions
Table 4:The Hindrance Demands Scale

3.4.4.5. Emotional exhaustion

To examine Emotional Exhaustion, there are five questions, which are mentioned in the
questionnaire of Feng Li, Guangxi Wang, Youngjuan Li and Ronggang Zhou, 2016. All of them
have passed the preliminary test to assure the transparency for respondents to understand clearly.
The Emotional Exhaustion scale has 6 items which are named as follow: EE1, EE2, EE3, EE4,
EE5 and are shown in the following table:

5EE1 Working with people all day is really a strain for me

5EE2 I feel burned out from my work

37
 5EE3 I feel emotionally drained from my work
5EE4 I feel fatigued when I get up in the morning and have to face another day on the job
5EE5 I feel frustrated by my job
Table 5: The Emotional Exhaustion Scale

3.4.4.6. Intention to quit

There are three questions, which are based on the questionnaire of Feng Li, Guangxi Wang,
Youngjuan Li and Ronggang Zhou (2016) and are used to test the level of Intention to quit. Each
of these questions has passed the preliminary test to ensure the transparency level and avoid
misunderstanding. The scale of Intention to quit has three items which are listed in the following
table under the name: ITQ1, ITQ2 and ITQ3

6ITQ1 I often think of quitting my job

6ITQ2 As soon as I can find a better job, I will leave
6ITQ3 I am seriously thinking of quitting my job
Table 6: The Intention to quit Scale

3.4.5 Data analysis

After obtaining the required sample size from Google forms, collected data will be transferred
into an Excel file to analyze. Firstly, the researchers begins to analyze the collected data and then
use Excel to describe the general characteristics of respondents. After that, researchers will
analyze the data using Smart PLS, which is a software with graphical user interface for variance-
based structural equation modeling (SEM) using the partial least squares (PLS) path modeling
method (Wikipedia, 2020). Researchers shall quickly familiarize themselves with Smart PLS
and effectively apply PLS-SEM method in research projects thanks to the intuitive and easy-to-
use characteristics of this software which will contribute to a quickly and more effectively series
of studies.
3.4.5.1. Descriptive statistics
Descriptive statistics is used to describe basic features of data. It provides a simple summary
about samples and metrics in order to create the foundation for quantitative data analysis. When
summarizing information on respondents such as gender, age, working seniority, income, etc.,
researchers often use statistical parameters namely frequency, percentage, variance, standard
deviation, and so forth since it is easier to compare data when it is represented under graphical or
descriptive form.
3.4.5.2. Internal consistency reliability
38
Internal consistency is a measure based on the correlations between different items on the same
test. Because of its importance, internal consistency reliability is usually the first criterion to be
evaluated. It is usually measured with Cronbach's Alpha, a statistic calculated from the pairwise
correlations between items (Wikipedia, 2020).
Under the Cronbach’s Alpha method, variables of the observed variables are used to make
estimations about the reliability level. However, internal consistency reliability is usually
underestimated by the Cronbach's Alpha test due to its sensitivity towards the number of
measured items. Therefore, Cronbach's Alpha should only be considered as a conservative
measurement of internal consistency reliability. Due to these limitations, researchers decided to
use the Composite Reliability method alongside with the Cronbach’s alpha methodas an
alternative since it takes into consideration the varying factors loading apart from the indicator
variables. The formula below shows how Composite Reliability is calculated:
CR = ¿ ¿ ¿

In which:
CR= Indicates composite reliability
λ y= The standardized factor loading
Var (ε i)= The variance due to the measurement error
A commonly accepted rule of thumb for describing internal consistency should also be taken into
account: while values fall under 0.60 indicate a lack of internal consistency and are considered to
yield poor results, values lie within 0.6 to 0.7 are regarded as fairly acceptable and values
between 0.7 and 0.9 are considered to be perfectly suitable results for the study. However, in a
counterintuitive way, values that are above 0.9 and especially those above 0.95 are invalid
measurements of the study’s structure as they indicate that similar phenomenon in the questions
is being measured by indicator variables, which might lead to redundant items (Hair et al., 2016).
3.4.5.3. Convergent Validity
Convergent validity is a measure of constructs that theoretically should be related to each other
and are, in fact, related (William M.K. Trochim, 2020). The association between these constructs
is represented by load factors dependings on the sample size of the research data. In general, the
smaller the sample size, the higher the required load factor. Regardless of the sample size, the
best rule of thumb is to load larger than 0.500.

39
The convergent validity of the measurement model can be assessed by the Composite Reliability
(CR) (as has been mentioned previously) and the Average Variance Extracted (AVE). AVE
measures the level of variance captured by a construct versus the level due to measurement error.
It is considered to be very good if AVE values lie above 0.7 and acceptable if the values are 0.5
and above (Hair et al., 2010). The formula used for the calculation of AVE is illustrated below:
n

AVE =
∑ λ2i
i=1
n

In which:

AVE =Average variance extract

λ i= The standardized factor loading

n = The number of items

3.4.5.4. Discriminant validity

Discriminant validity is demonstrated by evidence that measures of constructs that theoretically
should not be highly related to each other are, in reality, not found to be highly correlated to each
other (Anita M. Hubley, 2014).
In 2017, Hair stated that “The discriminant validity assessment has the goal to ensure that a
reflective construct has the strongest relationships with its own indicators (e.g., in comparison
with than any other construct) in the PLS path model”. In addition, according to Hamid (2017),
assessment of discriminant validity is a must in any research that involves latent variables for the
prevention of multicollinearity issues.
For the purpose of evaluating the validity of discriminant validity in PLS-SEM, Fornell and
Larcker criterion used to be the most widely used method; however, a new technique called the
Heterotrait-Monotrait (HTMT) ratio of correlations has emerged as the former method is largely
unable to detect a lack of discriminant validity.
If the HTMT value is below 0.9, discriminant validity has been established between two
reflective constructs. On the other hand, HTMT values that are above 0.9, equal to or above 0.95
is respectively regarded as undesirable and definitely undesirable results which, in turn, indicates
low possibility to discriminate.
3.4.5.5. Multicollinearity

40
According to Will Kenton (2020), “multicollinearity is the occurrence of high intercorrelations
among independent variables in a multiple regression model”.The high degree of collinearity
between observed variables is extremely crucial since it affects the weighting estimation and the
significance level of statistics. Moreover, the larger the standard error of a regression coefficient,
the less likely it is that this coefficient will be statistically significant.
To analyze whether there is a multicollinearity or not, researchers decided to use Variance
Inflation Factor (VIF) which is “the quotient of the variance in a model with multiple terms by
the variance of a model with one term alone”, according to Wikipedia (2020).
High collinearity can be identified if the VIF value is more than or equal to 5. Moreover, if VIF
value is greater than 2, there will be a sign for multicollinearity, but if it is below 2, it can be
deduced that there exists no multicollinearity between the variables.

3.4.5.6 Path Coefficient

Path Coefficient of the PLS structure model is the mutual impact of two or many concepts. It can
be understood as the standard beta coefficient of regression least squares which provide an
experimental confirmation about the relationship between hypothetical theories and latent
variables (Hung Cuong, 2018). Moreover, in 2020, Thanh Khoa stated in his document that “The
standardized values of path coefficient range from -1 to +1. Specifically, path coefficients that
are approximate to +1 will denote a strong positive relationship (the same rule applies for
negative values). On the other hand, the closer the path coefficients to 0, the weaker the
relationship will be.”
After designing a research model, authors will have to re-evaluate the structure again to assure
high reliability level. If it is confirmed to be trustworthy, researchers can apply the result of the
study to the majority of salespeople. However, if the model is evaluated as unreliable, the result
will only be regarded to be corrected towards people who took part in this survey, not all
salespeople in Ho Chi Minh City.
There are many methods to test the reliability of the re – evaluation phase on the research model.
In this study, authors decided to use the bootstrapping method as others are much more costly,
time – consuming and most of them do require a large number of respondents to participate in
the test. Furthermore, based on a research conducted by Schumaker and Lomax in 2004, the
bootstrapping test method is proved to be much more suitable for this very study as it conducts

41
sampling with replacement, in which received samples are seen as a population and does not use
correlative-based interaction between variables and factors to predict the accuracy of
relationships in PLS.
In this study, the population has 220 samples, each bootstrap will contain 220 samples as well.
The number of bootstrap samples is at least equal to the number of valid responds in the data set.

3.4.5.7 Coefficient of determination (denoted by R2)

The coefficient of determination is a statistical measurement that examines how differences in
one variable can be explained by the difference in a second variable, when predicting the
outcome of a given event. In other words, coefficient of determination, or more commonly
known as R-squared, assesses how strong the linear relationship is between two variables.
(Investopedia, 2020).

Furthermore, according to StatTrek, the value of coefficient of determination ranges from 0 to 1.

A R2 of 0 means that the dependent variable cannot be predicted from the independent variable
while a R2 of 1 indicates that the dependent variable can be predicted without error from the
independent variable and a R2 between 0 and 1 refers to the extent to which the dependent
variable is predictable. To sum up, this means that the closer the value of R 2 to 0, the poorer the
ability to explain the relationship between two variables and via versa, the closer the value of R2
to 1, the better the possibility to explain the association between these two variables.

3.4.5.8 Effect size (denoted by f2)

As has been mentioned above, R2 is used to evaluate the endogenous structure. The value of R2
will change when an exogenous variable is removed and this change is also used to evaluate how
important that rejected variable is to the endogenous variable. The very evaluation on the
importance of the exogenous variable towards the endogenous one is called the effect size, f 2.
According to Saul McLeod, “Effect size is a quantitative measure of the magnitude of the
experimenter effect. The larger the effect size the stronger the relationship between two
variables.” Furthermore, as stated in Cohen’s (1988) guidelines, f 2 ≥ 0.02, f 2 ≥ 0.15, and f 2 ≥ 
0.35 represent small, medium, and large effect sizes, respectively. Therefore, if the value of f 2 is
smaller than 0.2 there will be no effect between two variables.

42
3.4.5.9 Predictive relevance (denoted by Q 2)
Besides evaluating the magnitude of the R² as a criterion of predictive accuracy, researchers may
desire to also examine the Q² value as a criterion of predictive relevance. The Q² value of latent
variables in the PLS path model is obtained by using the blindfolding procedure, which is a
sample re-use technique that systematically deletes data points and provides a prognosis of their
original values (Geisser, 1974). “When PLS-SEM exhibits predictive relevance, it well predicts
the data points of indicators. A Q² value larger than zero for a certain endogenous latent variable
indicates the PLS path model has predictive relevance for this construct” (Hair et al., 2017).

3.4.5.10 Quasi-effect size (denoted by q²)

“q² is a quasi-effect size measure of the difference in Q² after including and excluding a certain
predictor construct from the model” (Jan Michael Becker, 2006). The same case as for f 2 applies
here, “the larger the effect size the stronger the relationship between two variables”. Cohen
suggested that q² =0.2 is considered a 'small' effect size, 0.5 represents a 'medium' effect size and
0.8 indicates a 'large' effect size. Therefore, if q² is smaller than 0.2 there is no effect between
two variables.

3.4.5.11 Partial Least Squares Multigroup Analysis in PLS-SEM (abbreviated to PLS-

MGA)
The Multigroup Analysis allows to test if pre-defined data groups have significant
differences in their group-specific parameter estimates (e.g., outer weights, outer loading
and path coefficients) or not. Smart PLS provides outcomes of four different approaches
that are based on bootstrapping results which are Confidence Intervals, Partial Least
Squares Multi-Group Analysis, Parametric Test and Welch-Satterthwaite Test (Smartpls,
2020).
In this study, only the Partial Least Squares Multi-Group Analysis (PLS-MGA) will be
taken into further consideration. Under this analysis, a result is significant at the 5%
probability of error level if the p-value is smaller than 0.05 or larger than 0.95 for a certain
difference of group-specific path coefficients (Sarstedt et al., 2011; Hair et al., 2018).
3.5 Result of the preliminary survey

43
3.5.1 The purpose of Preliminary survey:
Running the official research at the beginning without any preliminary research, the possibility
that researchers receive unwanted or unavailable results is almost certainly definite because
participants might not understand clearly about the survey due to certain flaws in the
questionnaire that researchers have yet to notice at the moment.
The role of preliminary research is not only to identify unknown problems and risks, but also to
help surveyors to construct perfect research models and survey questionnaire before executing
the official research. The purposes of preliminary research are listed in details as follows:
+ To determine whether the questionnaire is clear or not: A questionnaire is considered to
be good when it is clearly understood by participants as misunderstanding might lead to incorrect
data and unavailable results. Based on the result of the preliminary survey, authors will adjust the
questions to assure good understanding in the official research.
+ To identify whether the measurement scale is appropriate or not: As the Likert Scale is
used in this study to measure participants’ opinions, there is a possibility that partakers will be
confused when converting their viewpoints into numbers (1 to 5). Through the preliminary test,
surveyors will know the effectiveness of the scale and adjust it if necessary.
+ To measure the willingness and cooperative attitude of surveyors: Not any potential
survey participants will have enough time and interest to do the questionnaire. There might be
some partakers doing the survey without dedication which will lead to illogical results of the
research. Through the preliminary survey process, authors will find out about certain
characteristics of respondents such as age, education level and which part in the survey caught
their interest, etc., then from that information, researchers will be able to deduce a preliminary
assessment of how cooperative participants are and their ability to give accurate answers.
Doing research is considered as a one-way route and usually requires broad surveys, time and
hard work. If there is any mistakes in the previous step, it will be very hard to go back to fix
them. Therefore, preliminary research is a crucial step in the process of doing any kind of
research.

3.5.2 Result of descriptive statistics:

Harmoniou Obsessive Challenge Hindrance Emotional Intention

s passion passion demands demands exhaustion to quit

44
 1HP1 0.742
1HP2 0.688
1HP3 0.777
1HP4 0.853
1HP5 0.759
2OP1 0.79
2OP2 0.783
2OP3 0.667
2OP4 0.715
2OP5 0.853
2OP6 0.907
3CD1 0.768
3CD2 0.817
3CD3 0.875
3CD4 0.897
3CD5 0.894
3CD6 0.771
4HD1 0.844
4HD2 0.794
4HD3 0.769
4HD4 0.859
4HD5 0.812
5EE1 0.922
5EE2 0.892
5EE3 0.907
5EE4 0.882
5EE5 0.785
6IQ1 0.892
6IQ2 0.904
6IQ3 0.934
Table 7: The assessment of indicator reliability of preliminary research

The purpose of testing the indicator reliability base on outer loading value is to assess whether
the questions in the survey are suitable for respondents or not. According to Hair (2009), factor
loading of a variable higher than 0.7 is regarded as ideal whereas values between 0.4 and 0.7 are
suggested to be taken into consideration before eliminating. All factor loadings below 0.4 will be
eliminated out of the research.
As can be seen from the table of Outer Loading values, since most of the values are above 0.7
and the others remain within 0.7 and 0.4, researchers decided to continue using this questionnaire
in the real survey with the participation of 220 respondents.

45
3.6 Conclusion:
Generally, this chapter giving the overview of research type and research strategy. Thus, it
indicates the combination of both exploratory and descriptive research in the scope of study.
Moreover, this study will not only test hypotheses by using the quantitative method with the
application of convenience and snowball sampling but also demonstrate the issues related to
measurement scale, data collection, information consumption and data analysis.

46
 CHAPTER 4: FINDING AND DISCUSSION
4.1 Introduction
After completing the survey questionnaire with an emotional exhaustion diagram that consists of
four independent variables and two dependent variables, researchers decided to use SPSS
software version 20 and Smart PLS version 3 to analyze the collected data. In which, researchers
will use the SPSS software to describe in details the information contained in the data, and Smart
PLS version 3 to analyze the data.

4.2 Descriptive statistics

Descriptive statistical tool is one of the most useful tools for various types of scientific studies
that is used to summarize and simplify a large amount of information collected from a survey in
a scientific way.
Gender
Quantity Percentage
Male 63 28.7%
Female 157 71.3%
Total 220 100%
Table 8: Gender

Based on the above table, the total data collected shows that the female gender accounts for a
larger proportion than male, with the female survey rates of 71.3% (157 people) and 28.7% of
male (63 people).
Age Group
Quantity Percentage
Under 25 182 82.7%
From 25 to 35 28 12.7%
From 36 to 44 5 2.4%
From 45 to 54 1 0.4%
Above 55 4 1.8%
Table 9: Age Group

From the above statistical data, it can be concluded that the majority of respondents are young
people under the age of 25, accounting for 82.7% of the survey number while the age group from
25 to 35 accounts for 12.7%. The groups that account for the lowest survey rate are from 36 to
44, 45 to 54, and over 55 years old with 2.4%, 0.4%, and 1.8%, respectively.

47
 Academic Level
Quantity Percentage
Postgraduate 18 8.2%
College 178 80.9%
High-school graduate 22 10%
Other 2 0.9%
Table 10: Academic Level

Based on the statistics of educational attainment, the results show that the number of respondents
with university degrees accounts for the majority with a rate of 80.9%. Other education
qualifications such as postgraduate, high school graduate and other account for 8.2%, 10%, and
0.9%, respectively.
Income
Quantity Percentage
Under 7 million 120 54.5%
From 7 to under 14 million 79 35.9%
From 15 to under 29 million 12 5.5%
Above 30 million 9 4.1%
Table 11: Income

Based on the data collected from 220 participants, the results indicates that the average income
below 7 million accounts for 54.5% (120 people) whereas 35.9% is the proportion of people
earning between 7 million and 14 million. In addition, incomes from 15 to 29 million and over
30 million account for 5.5% and 4.1%, respectively.

4.3 Analyzing the study by using Smart PLS

After analyzing the Descriptive Statistics of the research by using SPSS, researchers decided to
use Smart PLS to analyze the model of research which includes 2 parts:
Part 1: Evaluation of measurement model. In this part, the scales are analyzed to check their
indicator reliability, internal consistency level and convergent validity.
Part 2: Evaluation of the model of research structure. This part includes 6 steps which are
1-The assessment of multicollinearity
2-The evaluation of relationships in research's structure model
3-The evaluation of R2 value
4-The evaluation of effect size (f2)
5-The evaluation of predictive relevance (Q2)
6-The evaluation of quasi effect size (q2)
48
Part 1: Evaluation of measurement model
The assessment of indicator reliability
Harmoniou Obsessive Challenge Hindrance Emotional Intention
s passion passion demands demands exhaustio to quit
n
1HP1 0.793
1HP2 0.85
1HP4 0.647
1HP5 0.651
2OP2 0.847
2OP5 0.777
2OP6 0.895
3CD3 0.775
3CD4 0.773
3CD5 0.862
3CD6 0.851
4HD1 0.839
4HD2 0.787
4HD4 0.73
4HD5 0.715
5EE1 0.827
5EE2 0.873
5EE3 0.894
5EE4 0.878
5EE5 0.847
6IQ1 0.915
6IQ2 0.843
6IQ3 0.944
Table 12: Outer Loadings

The assessment of convergence values of latent variables is based on outer loading factor and
Average Variance Extracted (AVE). In 2009, Hair argued: “The higher the loading factor is, the
greater the correlation between that observed variable and the factor and vice versa”. Therefore,
if the factor loading of a variable is higher than 0.7, it is considered to be ideal whereas if it is
between 0.4 and 0.7, it should be considered before deleting. All factor loadings below 0.4 will
be eliminated out of the research. (Henseler et al., 2009).
Before deleting any measure scale because of its factor loadings (between 0.4 and 0.7),
additional criteria should be considered before taking out the variable. The rejection of the scale
is performed only if this elimination increases the value of the combined confidence factor or the
AVE.

49
In this research, loadings factor of Obsessive passion, Challenge demands, Hindrance demands,
Emotional exhaustion and Intention to quit are higher than 0.7 indicates that they will be kept. In
addition, other factor loading of Harmonious Passion 4 and 5 that fall between 0.7 and 0.4 will
also be kept because the elimination of them do not improve other statistics.

The assessment of internal consistency reliability

Elements Cronbach's Alpha Composite Reliability
Harmonious passion 0.738 0.827
Obsessive passion 0.804 0.879
Challenge demands 0.841 0.889
Hindrance demands 0.769 0.852
Emotional exhaustion 0.915 0.936
Intention to quit 0.885 0.929
Table 13: Value of Cronbach’s Alpha and Composite Reliability

Cronbach's alpha is a conservative measure of reliability, which means it leads to relatively low
confidence values. On the contrary, the composite reliability tends to overestimate the internal
consistency reliability, which in turn leads to a higher relative confidence estimate. Both criteria
should therefore be reviewed and reported. When analyzing and evaluating internal reliability of
scales, true reliability is often between Cronbach's Alpha (which represents the lower limit) and
the composite confidence (representing the upper limit). Therefore, in this study, researchers
decided to evaluate both of Cronbach’s Alpha and Composite Reliability to test the internal
consistency reliability.
According to Hair in 2017, if the CR value is higher than 0.7 the factors will have ideal
reliability. In table XXX, all CR value are higher than 0.7, which means all factors assure to have
internal consistency reliability.
According to Hoang Trong, if the value of Cronbach's Alpha is:
 higher 0.6: the scale is appropriated to use
 approximately 0.8: the scale has ideal reliability
 from 0.8 to 1: the scale is very attractive

In theory, the value of Cronbach's Alpha is between 0 and 1. The higher the coefficient is, the
more reliable the scale is. However, this is not perfectly correct. If Cronbach's Alpha coefficient
is too large (about 0.95 or more), there might exist many variables on the scale that are
duplicated. This phenomenon is called an overlap in the scale (Nguyen Dinh Tho).

50
The Cronbach's Alpha values in this study fall between 0.7 and 0.9, which indicates that the scale
is ideal for researchers to use.
The assessment of convergent validity
Average Variance
Elements
Extracted (AVE)
Harmonious passion 0.548
Obsessive passion 0.708
Challenge demands 0.666
Hindrance demands 0.592
Emotional exhaustion 0.747
Intention to quit 0.813
Table 14: The value of Average Variance Extracted (AVE)

AVE measures the level of variance captured by a construct versus the level due to measurement
error and values that are more than 0.7 is considered very good, whereas 0.5 and above is
acceptable and below 0.5 is unwanted (Hair et al., 2010).
In the table, all of the AVE values of the scale are higher than 0.5 and some are even higher than
0.7, which proves that the scale has strong convergent validity.
The assessment of the discriminant validity: (using Cross-Loadings value, Fornell-Larcker
value, HTMT value and ratio)
1/Evaluation of Cross-Loadings Value:
Harmonious Obsessive Challenge Hindrance Emotional Intention
passion passion demands demands exhaustion to quit

1HP1 0.793 0.066 0.337 0.05 -0.038 -0.114

1HP2 0.85 0.052 0.333 -0.027 -0.096 -0.162
1HP4 0.647 0.058 0.213 -0.008 -0.053 -0.059
1HP5 0.651 0.266 0.106 0.087 -0.025 -0.087
2OP2 0.048 0.847 0.201 0.41 0.395 0.243
2OP5 0.224 0.777 0.145 0.314 0.229 0.002
2OP6 0.114 0.895 0.228 0.432 0.439 0.153
3CD3 0.358 0.133 0.775 0.211 0.168 0.067
3CD4 0.372 0.177 0.773 0.245 0.191 0.056
3CD5 0.268 0.219 0.862 0.299 0.213 0.174
3CD6 0.238 0.217 0.851 0.363 0.317 0.186
4HD1 -0.057 0.413 0.24 0.839 0.56 0.436
4HD2 -0.019 0.293 0.303 0.787 0.513 0.348
4HD4 0.071 0.392 0.221 0.73 0.453 0.251
4HD5 0.094 0.349 0.341 0.715 0.491 0.371
5EE1 -0.053 0.406 0.276 0.59 0.827 0.531

51
 5EE2 -0.012 0.374 0.274 0.541 0.873 0.593
5EE3 -0.056 0.433 0.274 0.565 0.894 0.58
5EE4 -0.082 0.352 0.246 0.523 0.878 0.61
5EE5 -0.136 0.367 0.184 0.62 0.847 0.617
6IQ1 -0.156 0.242 0.136 0.436 0.673 0.915
6IQ2 -0.103 0.027 0.113 0.331 0.503 0.843
6IQ3 -0.155 0.215 0.195 0.477 0.645 0.944
Table 15: The value of Cross-Loading

With the Cross loadings value, it is suggested that the observed variable must have the largest
value of outer loading in the scale that reflected this specific observed variable compares to any
other factors.
For instance, all outer loading values that measured the “Harmonious Passion” factor should
surpass other outer loading values in the scales that reflected this observed element including
1HP1, 1HP2, 1HP4 and 1HP5.
Since all factors in the table above are able to achieve the highest composite scores in the
appropriate scales, all Cross loadings values are acceptable.
2/Evaluation of Fornell-Larcker Value

Harmonio Obsessive Challenge Hindrance Emotional Intention to

us passion passion demands demands exhaustion quit

Harmonious passion 0.74

Obsessive passion 0.126 0.841

Challenge demands 0.355 0.236 0.816

Hindrance demands 0.022 0.47 0.359 0.769

Emotional exhaustion -0.08 0.448 0.289 0.658 0.864

Intention to quit -0.155 0.189 0.166 0.465 0.679 0.902

Table 16: The value of Fornell-Larcker

The Fornell-Larcker criterion compares the square root of AVE with the correlation
coefficient of two latent variables. Simply put, in the output table of Smart PLS, if the top
number in any factor column is the highest compared to other numbers below it, there is
discriminant validity.

52
 As can be seen from the table of Fornell Larcker value, the square root AVE of “Harmonious
Passion” is 0.74 which is the highest value in the column. Researchers identify that “Obsessive
passion” has the square root of AVE of 0.841 which is also the highest value when comparing
with other values in the column. Similarly, when researchers compare the square root value AVE
of all factors with others value that lie below them in relevant columns, they all possess the
highest value. Therefore, all factors are discriminant and reasonable in this research model.
However, there have been many studies that show the disadvantages of the two tools used in the
evaluation of discriminant validity, namely Cross-loading and Fornell-Larcker. As suggested by
Henseler et al (2014), researchers should apply the index of parameters of different
characteristics - unique characteristics (Heterotrait - Monotrait - HTMT). Hence, researchers
decide to use HTMT ratio and HTMT values to identify whether the scale has the discriminant
validity or not.
3/ The evaluation of HTMT Value
Original Sample
Bias 2.50% 97.50%
Sample (O) Mean (M)
2. Obsessive passion -> 1.
0.227 0.26 0.033 0.128 0.307
Harmonious passion
3. Challenge demands -> 1.
0.448 0.453 0.005 0.278 0.608
Harmonious passion
3. Challenge demands -> 2.
0.264 0.267 0.003 0.125 0.406
Obsessive passion
4. Hindrance demands -> 1.
0.134 0.19 0.056 0.084 0.151
Harmonious passion
4. Hindrance demands -> 2.
0.582 0.582 0 0.44 0.705
Obsessive passion
4. Hindrance demands -> 3.
0.424 0.426 0.002 0.245 0.593
Challenge demands
5. Emotional exhaustion -> 1.
0.09 0.144 0.054 0.044 0.116
Harmonious passion
5. Emotional exhaustion -> 2.
0.488 0.487 -0.001 0.346 0.61
Obsessive passion
5. Emotional exhaustion -> 3.
0.309 0.31 0.001 0.156 0.461
Challenge demands
5. Emotional exhaustion -> 4.
0.78 0.779 -0.001 0.658 0.873
Hindrance demands
6. Intention to quit -> 1.
0.172 0.195 0.023 0.067 0.317
Harmonious passion
6. Intention to quit -> 2. Obsessive
0.206 0.226 0.021 0.114 0.293
passion

53
6. Intention to quit -> 3. Challenge
0.168 0.189 0.021 0.076 0.294
demands
6. Intention to quit -> 4. Hindrance
0.548 0.547 -0.001 0.388 0.688
demands
6. Intention to quit -> 5. Emotional
0.748 0.748 0 0.651 0.821
exhaustion
Table 17: The (Heterotrait-Monotrait) HTMT Value

For the HTMT value to have distinct values, the result must be different from 1. Therefore, as the
data indicated to be different from 1, the HTMT value has discriminated validity.
4/ The evaluation of HTMT Ratio
1.
2. Obsessive 3. Challenge 4. Hindrance 5. Emotional
Harmonious
passion demands demands exhaustion
passion
1. Harmonious
passion
2. Obsessive
0.227
passion
3. Challenge
0.448 0.264
demands
4. Hindrance
0.134 0.582 0.424
demands
5. Emotional
0.09 0.488 0.309 0.78
exhaustion
6. Intention to
0.172 0.206 0.168 0.548 0.748
quit
Table 18: The HTMT Ratio

Based on the theory developed by Henseler et al. in 2014, the rate of HTMT less than 0.9 verifies
that the scale possesses discriminant validity. Conversely, if the HTMT ratio is greater than 0.9,
the scale will lose its differentiation of value. Since the data in the HTMT ratio table of this
research shows that the values are all less than 0.9, it can be deduced that the scale has
discriminant validity.

54
Part 2: Evaluation of the model of research structure
1/ The assessment of Multicollinearity
1.
2. Obsessive 3. Challenge 4. Hindrance 5. Emotional
Harmonious
passion demands demands exhaustion
passion
1.
Harmonious 1.175 1.22
passion
2. Obsessive
1.307 1.378
passion
3. Challenge
1.334 1.356
demands
4. Hindrance
1.435 1.982
demands
5. Emotional
exhaustion 1.923
6. Intention
to quit
Table 19: The value of inner VIF

As authors mentioned about the Multicollinearity in chapter 3, the high degree of collinearity
between observed variables affects the weighting estimation and the significance level of
statistics negatively. To analyze whether there is a multicollinearity or not, researchers decided
to use Variance Inflation Factor (VIF). High collinearity can be identified if the VIF value is
more than or equal to 5. If VIF value is greater than 2, there will be a sign for multicollinearity,
but if it is below 2, no multicollinearity exists between the variables.
As can be seen from the table of inner VIF value, all of the values are below 2, which indicates
that there is no multicollinearity between variables. Therefore, the inner VIF values are qualified
for researchers to continue analyze the study.

2/ The evaluation of relationships in research's structure model (path coefficients)

Original Standard
Sample T Statistics (|
Sample Deviation P Values
Mean (M) O/STDEV|)
(O) (STDEV)
1. Harmonious passion
-> 5. Emotional -0.154 -0.155 0.068 2.262 2%
exhaustion
1. Harmonious passion
-0.086 -0.091 0.059 1.453 15%
-> 6. Intention to quit

55
 2. Obsessive passion
-> 5. Emotional 0.191 0.194 0.053 3.581 0%
exhaustion
2. Obsessive passion
-0.145 -0.144 0.054 2.692 1%
-> 6. Intention to quit
3. Challenge demands
-> 5. Emotional 0.107 0.108 0.055 1.96 4%
exhaustion
3. Challenge demands
0.003 0.006 0.055 0.059 95%
-> 6. Intention to quit
4. Hindrance demands
-> 5. Emotional 0.533 0.53 0.06 8.962 0%
exhaustion
4. Hindrance demands
0.086 0.084 0.07 1.23 22%
-> 6. Intention to quit
Table 20: Path coefficients in the structure model

Most researchers use p-values to determine significance since p-value is understood to be the
probability of error in rejecting a hypothesis. With a 10% significance level, it can be concluded
that the hypotheses in the table are accepted (p <0.01).
As can be seen in the table, “Harmonious Passion” is considered related to “Emotional
Exhaustion” (2% < 10%), similarly to the relationship between “Obsessive Passion” and
“Emotional Exhaustion” (0% <10%). Moreover, “Challenge demands” and “Hindrance
demands” also have a significant effect on “Emotional exhaustion” (4% and 0% < 10%).
Therefore, these 4 hypotheses are accepted. This means that the “Emotional exhaustion” level of
salespeople in Ho Chi Minh City is mostly influenced by 4 factors which are “Harmonious
passion”, “Obsessive passion”, “Challenge demands” and “Hindrance demands”.
Furthermore, “Obsessive passion” do have an impact on the “Intention to quit” of salespeople
(1% < 10%) though “Harmonious passion”, “Challenge demands” and “Hindrance demands” do
not affect “Intention to quit” much (15%, 95% and 22%, 10%, respectively). Therefore, three
hypotheses of factors influencing “Intention to quit” are rejected and only one hypothesis about
“Obsessive passion” affecting “Intention to quit” is kept in this research.
In summary, researchers decided to keep the following hypotheses:
1. H1: Harmonious passion for work is negatively related to emotional exhaustion.
2. H2: Obsessive passion for work is positively related to emotional exhaustion.
3. H3: Challenge demands is positively related to emotional exhaustion.
4. H4: Hindrance demands is positively related to emotional exhaustion.
5. H6: Obsessive passion for work positively related to intention to quit.
6. H9: .Emotional exhaustion are positively related to intention to quit.
56
And eliminated these hypotheses out of the research:

1. H5: Harmonious passion for work negatively related to intention to quit.

2. H7: Challenge demands are negatively related to intention to quit.
3. H8: Hindrance demands are positively related to intention to quit.

As for the reason why H5, H7 and H8 are denied, based on the consultation with professionals
and specialists in this field, it is inferred that since this topic is quite unfamiliar among
participants of the survey, they might not have a clear perspective about this issue. Hence, it is
possible that answerers did not fully understand these questions which eventually leads to the
elimination of these hypotheses.

3/ The evaluation of R2 value

R Square R Square Adjusted

5. Emotional
0.48 0.471
exhaustion
6. Intention to quit 0.488 0.477
Table 21: R Square Value

The R2 value is an extremely popular measurement in evaluating a structural model which

denotes the predictive strength of the model. It is considered to be the squared correlation
between an actual value and a specific endogenous structure.
The value of R2 ranges from 0 to 1. The higher the value of R2, the more accurate it will be in
predicting the model. In 2011, Hair stated that: “Values of R2 equal 0.75, 0.50, and 0.25 are
significant, medium and weak, respectively”. However, determining the value of R 2 will be an
impedance as it is extremely hard when the model and research context becomes complicated.
The R2 values of the two dependent variables which are "Emotional exhaustion" and "Intention
to quit" is considered to be moderate since only 48% and 48.8% of the variance in emotional
exhaustion and turnover intention variable is explained by the model, the remaining belongs to
other factors that are not analyzed in this research.

57
 4/The evaluation of effect size (f2)

Harmonious Obsessive Challenge Hindrance Emotional Intention

passion passion demands demands exhaustion to quit

1.Harmonious
0.039
passion

2. Obsessive passion 0.054 0.03

3. Challenge
demands

4.Hindrance demands 0.381

5.Emotional
0.469
exhaustion

6. Intention to quit
Table 22: The effect size (f2)

As has been mentioned in chapter 3, according to Cohen’s (1988) guidelines, f 2 ≥ 0.02, f 2 ≥ 0.15,
and f 2 ≥ 0.35 represent small, medium, and large effect sizes, respectively. Therefore, if the value
of f2 is less than 0.02, the independent variables are considered to have no effect on the
dependent variable.

As can be seen from the table, the influence level of “Hindrance demands” on “Emotional
exhaustion” and “Emotional exhaustion” on “Intention to quit” are considered to be significant
(0.381 and 0.469 > 0.35) while the effects that “Obsessive passion” has on “Emotional
exhaustion” and “Intention to quit” are considered to be quite small (0.02< 0.054 and 0.03<
0.15).

5-The evaluation of predictive relevance (Q2)

SSO SSE Q² (=1-SSE/SSO)

1.Harmonious
944 944
passion

58
 2. Obsessive passion 708 708

3. Challenge
944 944
demands

4.Hindrance demands 944 944

5.Emotional
1,180.00 790.487 0.33
exhaustion

6. Intention to quit 708 451.53 0.362

Table 23: Blindfolding

In 1974, it was recommended by Geisser and Stone that researchers should evaluate the value of
Q2 in order to test whether there is any connections between the prediction of the research and
the dependent variables or not. The Q2 value of dependent variable greater than 0 indicates the
model is relevant to the prediction of endogenous variables.
Based on the above table, all values of Q 2 are greater than 0, which concludes that the exogenous
variable has the appropriate predictability to the endogenous variable under consideration.

6-The evaluation of quasi effect size (q2)

Harmonious Obsessive Challenge Hindrance Emotional Intention to

passion passion demands demands exhaustion quit

1.Harmonious
passion

2. Obsessive passion 0.028

3.Challenge
demands

4.Hindrance
0.206
demands

5.Emotional
0.285
exhaustion

59
6. Intention to quit
Table 24: The q2 value

Cohen suggested that “q² =0.02 is considered a “small' effect size, 0.15 represents a “medium”
effect size and 0.35 is a “large” effect of exogenous latent variables. If the value of q2 is smaller
than 0.02, there is no effect between variables”. The larger the effect size the stronger the
relationship between two variables.
As can be seen from the table, the relationship between “Hindrance Demands” and “Emotional
Exhaustion” and between “Emotional Exhaustion” and “Intention to Quit” are at medium level
(0.206 and 0.285 > 0.15) whereas “Obsessive Passion” has a weak influence on “Emotional
Exhaustion” (0.028 > 0.02).

60
 CHAPTER 5: DISCUSSION AND CONCLUSION
After analyzing data in chapter 4, researchers will present the result of the research and
implications of these results as well as its limitations and propose certain suggestions for future
research.
5.1 Conclusion
Among nine different hypotheses that were proposed, six of which has been accepted based on
the result of using Smart PLS. It is assumed that “Obsessive passion”, “Challenge demand” and
“Hindrance demand” have a positive impact on “Emotional exhaustion” while “Harmonious
passion” is predicted to have a negative relationship with this element. “Obsessive passion”,
“Challenge demand” and “Hindrance demand” are also argued to have a positive impact on
“Intention to quit”. In the remaining hypothesis, “Emotional exhaustion” is considered to
positively influence “Intention to quit” as well.
From the result we got from Smart PLS, we affirmed that the hypotheses that have been accepted
in the below table are all statistically accurate. These findings may not hold too much of a
meaningful role but we believe that it may contribute more or less to the following researchers
with relevant subjects in the near future.
Moreover, the survey questions used in this research have been translated with high accuracy
from English to Vietnamese and has been verified by PhDMBA. Tran The Nam, thus, afterward
researchers may save for reference material (if needed).
Hypotheses Hypotheses Conclusion
code
H1 Harmonious passion for work is negatively related to Accepted
emotional exhaustion.
H2 Obsessive passion for work is positively related to emotional Accepted
exhaustion.
H3 Challenge demands is positively related to emotional Accepted
exhaustion.
H4 Hindrance demands is positively related to emotional Accepted
exhaustion.
H5 Harmonious passion for work negatively related to intention Denied
to quit.
H6 Obsessive passion for work positively related to intention to Accepted
quit.
H7 Challenge demands are negatively related to intention to Denied

61
 quit.
H8 Hindrance demands are positively related to intention to Denied
quit.
H9 Emotional exhaustion are positively related to intention to Accepted
quit
Table 25: The theoretical and the conclusion

5.2 Theoretical and practical implications

In this sub – section, the results of previous analysis in the study and further discussion on
practical management implications of these outcomes will be taken into consideration.
According to the results demonstrated in Table 25, certain hypotheses that were proposed in this
research have been reinforced. Initially, it is proved that passions for work are closely related to
the exhaustion of emotional state among salespersons. However, different types of job – related
passions lead to different impacts towards emotional exhaustion. In particular, while harmonious
passion generated by the autonomous internalization process tend to establish a negative
relationship with emotional exhaustion, obsessive passion follows the controlled internalization
process illustrated a positive association towards this specific burnout dimension. Furthermore,
certain forms of job demands, i.e. challenge demands and hindrance demands are also
determined to be positively correlated to this level of emotional depletion. Hence, as emotional
exhaustion is found to exhibit a positive correlation to employees’ intention to quit, it could be
concluded that emotional exhaustion is, in fact, a partial mediator of the relationship between
work passions and job demands with the turnover intention of salespersons.
The above conclusion also verifies the importance of the Dualistic model of Passion developed
by Vallerand et al. in 2003 and the Job demands – resources model established by Bakker and
Demerouti in 2006 for gaining a comprehensive understanding of the effects that passions for
work and job demands might generate on employees’ emotional level and their motivation to
leave the occupation.
Nevertheless, not all variables influence salespersons’ emotion and turnover intention at the
same degree and this is confirmed to be accurate based on the figures illustrated in Table 20. As
indicated in this table, emotional exhaustion is the largest factor that stimulates employees’
turnover intention with the Original Sample (O) being 0.68 whereas hindrance demands and
obsessive passion turn out to have the most significant effects on emotional exhaustion itself
with the Original Sample of 0.533 and 0.191, respectively. Hence, it can be inferred that in order
to reduce turnover rate, managers should focus on preventing the emotional depletion stage of
62
employees by tackling two main problems: hindrance demands and obsessive passion, in which
hindrance demands should be taken as the first priority.
5.2.1 Hindrance demands

Scale Scale Outer

code weight
4HD1 The degree to which my career seems “stalled” 0.839
4HD2 The lack of job security I have 0.787
4HD4 The inability to clearly understand what is expected of me on the job 0.73
4HD5 The degree to which politics rather than performance affects organizational 0.715
decisions
Table 26: Hindrance demands’ outer loadings

As it can be seen from the above table, the lack of potential for career development and insecure
employment play the main roles in generating hindrance stressors towards salespersons, which
eventually result in emotional exhaustion. Hence, it is suggested that managers should prioritize
in supporting their subordinates’ career advancement by creating various succession planning
programs for every key position in the organization together with other virtual training and
learning programs. Subsequently, these activities should be followed by the provision of
sufficient employees’ welfare benefits as well as clear organization objectives with regard to the
presence of employees in these plans to create a feeling of work stability.
5.2.2 Obsessive passion

Scale Outer
code Scale weight
2OP2 I have almost an obsessive feeling for my job as a salesman 0.847
2OP5 My job as a salesman is so exciting that I sometimes lose control over it 0.777
2OP6 I have the impression that my job as a salesman controls me 0.895
Table 27: Obsessive passion’s outer loadings

2OP6: “I have the impression that my job as a salesman controls me” is the most mentioned
element when salespersons refer to their obsessive passion towards work. For this reason, it can

63
be inferred that these employees are experiencing an unbalanced work – life which will almost
certainly result in emotional fatigue. In order to prevent this scenario from happening, companies
are recommended to assist their employees in seeking and maintaining a work – life harmony by
offering them a flexible work schedule, sponsoring monthly employee and family events to
encourage connection, friendships among employees and the inclusion of families in work
events, etc.

5.3 Limitations and suggestions

Despite the aforementioned theoretical contributions and methodological strengths of this

research, it has some limitations. Firstly, the findings were only investigated within four factors
affecting emotional exhaustion which may create hindrances in deducing the causal relationship.
Hence, further research might be interested to test and examine the relationship of other variables
classified as job character, job experiences, etc., which leads to exhaustion in emotional energy.
For example, it is possible that employees who experience job stress and job dissatisfaction will
show high levels of burnout (Eun Kyoung Chung; 2017). By the same token, to yield a complete
picture of the relationship between burnout and employees’ turnover intention, future research
could incorporate multiple data sources, such as objective records and behavioral observations,
to examine and validate the relationships suggested in the present study.

Secondly, data obtained in this study from 220 salespersons in Ho Chi Minh City are considered
limited sample sizes for some countries and considerable skewness in the sampling distribution
across institutional types so there might exist recall bias in the results. In addition, this research is
only initiated only once at a specific time, hence, it might generate ambiguity in causal direction.

Related to the issue that has been mentioned in Chapter 4, although the questionnaires used in
this research have been translated into Vietnamese, the topic that we conducted research on is
still considered to be relatively new towards participants of the survey, therefore, they might find
it rather difficult to properly understand the questions which resulted in the elimination of a few
proposed hypotheses. By this reason, we call for additional research wherein the questionnaires
used to survey would be clear and easy to understand, thereby generating better results.

64
As it is worth considering the extent to which our findings are culturally specific, upcoming
investigation should replicate our findings in different countries with dissimilar cultures.
Therefore, future research is needed to further theorize on a larger scale in the context of
generalizing of these findings.

Finally, only using self-report measures could increase common variance due to the evaluation
method. With that being said, future studies are suggested to use alternative data gathering
methods.

65
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