“…The Indian BPO sector is dominated by captive firms, which cater their services to a single or a few clients (Taylor & Bain, 2005). Client firms demand cost efficiency as well as customer service quality from such captive firms (Bain & Taylor, 2000), which create a stressful environment for employees (Taylor & Bain, 2005). Insufficient control, widespread workplace monitoring, creating difficult work targets, and the structure or lack of time away from the job (e.g., breaks and rest periods) create a pressurized and stressful environment for employees, which often results in negative workplace outcomes (Deery, Iverson, & Walsh, 2002).…”