Emotional Exhaustion as Stressor agent for Job Stress in Call Centers: Empirical evidence from perspective of Job Satisfaction and Turnover Intention as Work Outcomes

Abstract

The purpose of the study is to analyze job burnout component emotional exhaustion as a probable stressor agent that causes job stress and their impact on job satisfaction and turnover intention as work outcomes. The scales were adapted from that measure to analyze the effect of emotional exhaustion causing job stress, also highlights the evidence in support of the conceptual model. Data was collected by the survey that generated 220 respondents. The sample chosen for this research are employees working in telecommunication call centers of Lahore city region in Pakistan. SPSS regression analysis was employed for data analysis. The results showed that emotional exhaustion carried negative and significant relation with job satisfaction (β= -.354,p<.05) and significant positive relation with turnover intention (β= .290, p<.05) also significant relation between dependent variables followed by mediating effect of two dimensions of job stress analyzed by PROCESS procedure of bootstrapping technique contained no and full mediation between emotional exhaustion in relation with job satisfaction and turnover intention respectively. Outcome from the conducted study depicted that stress did not affected the level of satisfaction of employees as they are well trained and informed that job stress is the part of their work activities in call centers and the stress in organizations is needed to be dealt with.