Job stress, job burnout and job satisfaction: A study of call centres in Jammu and Kashmir

In the present scenario, it is the aspiration of all the organizations to attain top position, elevated market share and profits along with long run sustainability. The new generation employees have more stress levels today than before as a result of their hard work for success which has leads to enhanced usage of life skills making their life more uncomfortable and stressful. The purpose of this study is to examine the relationship between job stress, job satisfaction, and job burnout among call centre employees. An empirical study with a sample of 202 call centre employees was carried out in the state of Jammu & Kashmir. Participants completed a series of questionnaires that included job stress, job satisfaction and the burnout scale. The findings of the study indicated that job stress was negatively related to job satisfaction, whereas it was positively related to job burnout. The relationship between job stress and job satisfaction was mediated by job burnout. This study resulted in findings that have significant implications for mental health and recruitment of call centre employees.