Abstract: The purpose of this research is to explore the relationship between negative customer behaviour and turnover intentions and how emotional exhaustion and job satisfaction will intervene the relationship of negative customer behaviour and turnover intentions of inbound call center agents. It was previously researched that emotional exhaustion negatively effects turnover intentions of employees. However, studies on effects of negative customer behavior were limited. Moreover, the strength of mediating relationship between emotional exhaustion and turnover intentions is also identified in the presence of negative customer behavior. Primary data was collected through self-administered questionnaire from inbound call centers of five telecommunications companies working in Lahore. The selected sample size was 260. By using simple random sampling technique, 232 valid questionnaires with a response rate of 92% were received. PLS-SEM was implemented by using SmartPLS v3.0. The reliability test for independent and dependent variables was calculated. The Validity test was applied on all measuring questions of five research variables. After verifying the assumptions of PLS-SEM, structural model was tested to confirm research hypotheses. Strength of mediator was also tested to measure the effects of job satisfaction. The results of the study revealed that both abusive customer behavior and unreasonably demanding customer behavior both have a negative effect on the emotional exhaustion level of inbound call center agents which will further increase their turnover intentions. Full mediation was also observed when job satisfaction was introduced as mediating variable. It has been further established that abusive customer behavior has a greater negative effect on emotional exhaustion level of inbound call center agents than unreasonably demanding customer behavior. This study explore the ongoing debate on negative customer behavior. This study will not only assist call centers to look into perspectives that were previously ignored but also help them to devise such standing operating procedures that can provide some room for customer service agents to cope up with emotional exhaustion and turnover intentions of inbound call center agents.