We are student at University of Central Punjab.

We are doing research on job analysis which is

mandatory for the completion of degree. This study aims to examine the impact of customer
verbal aggression on employee through employee emotional exhaustion. We assure you that your
responses would be kept confidential and will only be used for the research work.

Demographics

Gender:
1. Male
2. Female
Age:
1. 20-24 years
2. 25-34 years
3. 35-44 years
4. Above 45 years
Qualification:
1. Undergraduate
2. Graduate
3. Masters
4. Diploma
Current working experience:
1. Less than 2 years
2. 2-5 years
3. 6-10 years
4. Above 10 years

➢ Title of the Job:

Sales Representative
➢ Department:
Sales department
➢ Duties & Responsibility:
• Selling products and services using solid arguments to prospective customers.
• Performing cost-benefit analyses of existing and potential customers.
• Maintaining positive business relationships to ensure future sales.
➢ Physical Environment:
• While performing the duties of this job we (employees) are regularly required to, stand,
sit, talk, hear and use hands & fingers to give the information about the products to the
customer
➢ Physical material:
• Identity cards
• Clip boards
• Pen/Pencil
• Product catalogs
• Sell sheets
➢ Supervision:
• We present our sales report to the sales manger that how many items we sold in a whole
day.
EE: Emotional exhaustion
ETI: Employee turnover intention
CVA: Customer Verbal Aggression
WE: Workplace Environment

Questionnaire

1=Strongly Agree, 2=Agree, 3=Neutral, 4=Disagree, 5=Strongly Disagree

EE-1 I feel freedom while working. 1 2 3 4 5

EE-2 I feel emotionally overloaded sometimes 1 2 3 4 5
EE-3 I don’t feel valued for my contributions. 1 2 3 4 5
ETI-1 I often seriously consider leaving my job 1 2 3 4 5
ETI-2 I feel emotionally drained off from my work 1 2 3 4 5
ETI-3 I have started looking for other job. 1 2 3 4 5
CVA-1 Sometime I have to deal with aggressive customers. 1 2 3 4 5
CVA-2 Due to customers rude behavior I tend to be 1 2 3 4 5
argumentative.
CVA-3 When people are especially nice I wonder what they want. 1 2 3 4 5
CVA-4 I often find myself disagreeing with people 1 2 3 4 5
WE-1 Company provides me healthy and independent work 1 2 3 4 5
environment.
WE-2 I have the necessary tools and equipment to facilitate my 1 2 3 4 5
job.
WE-3 Managers somehow value my feedback 1 2 3 4 5
WE-4 I feel connected to other coworkers. 1 2 3 4 5
WE-5 I do feel though my job responsibilities are clearly 1 2 3 4 5
defined.
WE-6 I can handle tasks at work with my own judgment. 1 2 3 4 5
WE-7 I think the work is evenly distributed among the team 1 2 3 4 5
members.