Organizational Citizenship Behavior And Job Satisfaction Among Call Centre Representatives In Relation To Stressful Environment

Abstract

In today’s competitive environment, managing the ever escalating customer expectations and

need is a key to survival and growth for any company. Considering the consumer-centric nature of the service industry, particularly the call centre industry, developing, managing and retaining the job satisfaction of call center representatives (CCRs) is a key challenge for the call centre industry. However, job satisfaction in call centres has not been researched as extensively within the Indian context. Consequently, the present study is been conducted to on a sample of 267 CCRs of call centre companies in Northern India including Delhi and NCR. The study found a strong relationship between stress, job satisfaction and organizational citizenship behaviour, which is consistent with previous studies.