This data description and coding reference is provided to support the use of Sohana Outfitters case prepared by J Rod

Franklin and Argun Saatcioglu under the guidance of Prof. Jagdip Singh. The use of Sohana data, including this

description and coding reference, for instructional, publication or commercial purposes is not permitted without written

consent of Professor Jagdip Singh, Weatherhead School of Management at Case Western Reserve University

(jagdip.singh@case.edu). Individual use is not constrained.

© 2011 Copyrighted

Case Western Reserve University

DESCRIPTION OF SOHANA OUTFITTERS DATA

The key variables measured include…

1. performance (productivity and quality dimensions)

2. job satisfaction (work and customer dimensions)

3. burnout tendencies (company and customer dimensions)

4. role stress factors (11 different stress contributors involving work)

5. job characteristics (feedback, participation, autonomy)

6. individual characteristics (learning, demographics)

Description of variables and the scale used follows.

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Variable Name Description

ID Four Digit Respondent Identification

Job Performance…

Quality (Q1 to Q17) 17 items measuring the quality of service on 7-point scale

1=bottom 20%, 7=top 5%.

Q1 to Q5 measure Reliability, Q6 to Q8 measure Trust,

Q9 to Q13 measure Promptness and Q14 to Q17 measure Individualized Attention.

Productivity 7 items measuring productivity of service on a 7 point scale

(P1 to P7) 1=bottom 20%, 7=top 5%.

P1 to P4 measures Output,

P5 to P7 measures Backroom productivity.

Job Satisfaction…

Satisfaction with Work 3 items measuring satisfaction with work itself

(SW1 to SW3) 5 point scale; 1=extremely dissatisfied, 5=extremely satisfied.

Satisfaction with Customers 3 items measuring satisfaction with customers

(SC1 to SC3) 5 point scale; 1=extremely dissatisfied, 5=extremely satisfied.

Burnout Tendencies…

Burnout—Customers 6 items measuring burnout tendencies resulting from

(BC1 to BC6) interacting with customers; 6 point scale;

1=very much unlike me, 6=very much like me.

BC1 and BC2 measure Emotional Exhaustion (EE),

BC3 and BC4 measure Reduced Personal Accomplishment (RPA),

BC5 and BC6 measure Depersonalization (DP).

Burnout—Management 6 items measuring burnout tendencies resulting from

(BM1 to BM6) interacting with company management; 6 point scale;

1=very much unlike me, 6=very much like me.

BM1 and BM2 measure Emotional Exhaustion (EE),

BM3 and BM4 measure Reduced Personal Accomplishment (RPA),

BM5 and BM6 measure Depersonalization (DP).

Individual Orientation…

Learning Orientation 3 items measuring disposition toward learning from challenging tasks

(L1 to L3) 5 point scale; 1=never do this, 5=always do this.

Stress Factors…

Resource-Demand 4 items measuring the frequency of resource-demand gap.

(RD1 to RD4) 5 point scale; 1=never, 5=always.

Work Uncertainty 2 items measuring the frequency of role ambiguity

(RA1 to RA2) 5 point scale; 1=never, 5=always.

Role Conflict 3 items measuring the frequency of role conflict

(RC1 to RC3) 5 point scale; 1=never, 5=always.

Work-Family 2 items measuring the frequency of work-family conflict

(WF1 to WF2) 5 point scale; 1=never, 5=always.

Customer Rejection 4 items measuring the frequency of customer rejections.

(CR1 to CR4) 5 point scale; 1=never, 5=always.

Ethical Concerns 5 items measuring the frequency of ethical concerns.

(EC1 to EC5) 5 point scale; 1=never, 5=always.

Mgmt Unfairness 2 items measuring the frequency of top management unfairness.

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(MU1 to MU2) 5 point scale; 1=never, 5=always.

Lack of Control 4 items measuring the frequency of lack of task control.

(LC1 to LC4) 5 point scale; 1=never, 5=always.

Dead End Job 2 items measuring the frequency of lack of opportunities.

(DE1 to DE2) 5 point scale; 1=never, 5=always.

Unsupportive Coworkers 3 items measuring frequency of unsupportive coworkers.

(UC1 to UC3) 5 point scale; 1=never, 5=always.

Unsupportive Boss 4 items measuring the frequency of unsupportive boss.

(UB1 to UB4) 5 point scale; 1=never, 5=always.

Apathy 3 items measuring disposition of apathy toward stressful tasks;

(AP1 to AP3) 5 point scale; 1=never do this, 5=always do this.

Job Characteristics…

Feedback 4 item measuring the amount of feedback obtained at work

(F1 to F4) 5 point scale; 1=strongly disagree, 5=strongly agree.

Participation 4 items measuring the frequency of participation in various decisions;

(PP1 to PP4) 5 point scale; 1=strongly disagree, 5=strongly agree.

Autonomy 3 items measuring the amount of freedom and independence at work;

(A1 to A3) 5 point scale; 1=strongly disagree, 5=strongly agree.

Individual Characteristics…

Age In years

Gender 1=male; 2=female.

Marital Status 1=married, 2=divorced, 3=widowed, 4=single, 5=living together

People in Household Numerical value

Years in current job Numerical value in years

Customer Interaction Number of customers handled per day

Years in current firm Numerical value in years

Education 1=high school, 2=1-3 years of college…5=masters

Income 1=<$9999, 2=$10,000--$19,999… 6=>$50,000

Category 0 = Customer Service (CSR); 1 = Bill Collectors (BCR)

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Codebook for Productivity-Quality Data (S= scale, N= nominal, O= ordinal)

AGE (age) S

GENDER (gender) N

MARITAL (marital status) N

PEOPLE (people in household) S

YRSJOB (years in current job) S

CUSINTER (customer interaction) S

YRSFIRM (years in the firm) S

EDUC (education) O

INCOME (income) O

CATEGORY (collectors vs. service employees) N

QUAL (performance quality) S q1 – q17 REL (reliability) S q1 – q5

TR (trust) S q6 – q8

PR (promptness) S q9 – q13

ATN (attention) S q14 – q17

PROD (performance productivity) S p1 – p7 OUT (output productivity) S p1 – p4

BPRD (backroom productivity) S p5 – p7

SATW (satisfaction with work) S sw1 – sw3

SATC (satisfaction with customers) S sc1 – sc3

BURNC (burnout-customers) S bc1 – bc6

BURNM (burnout-management) S bm1 – bm6

LRN (learning orientation) S l1 – l3

RD (resource-demand) S rd1 – rd4

WU (work uncertainty) S ra1 – ra4

RC (role conflict) S rc1 – rc3

WF (work-family conflict) S wf1 – wf2

CR (customer rejection) S cr1 – cr4

ETHC (ethical concerns) S ec1 – ec5

MU (management unfairness) S mu1 – mu2

LC (lack of control) S lc1 – lc4

DE (dead end job) S de1 – de2

UC (unsupportive coworkers) S uc1 – uc3

UB (unsupportive boss) S ub1 – ub4

AP (apathy) S ap1 – ap3

FEED (feedback) S f1 – f4

PART (participation) S pp1 – pp4

AUT (autonomy) S a1 – a3