Background: In the industrial revolution 4.0, there was a disruption of technology and innovation that led to major changes across the industrial sector and the service sector. The use of increasingly massive technology in various aspects gave rise to a new form of customer service that is systemized and integrated centrally or also referred to as a contact center (CC). Aim: The objective of this study is to test and analyze the role of employee engagement mediation in the influence of self efficacy and quality of work life (QWL) on burnout in contact centers (CC). Method: This study is a quantitative study with the research subject being a CC employee at one of the life insurance companies in Indonesia with as many as 137 respondents. Data analysis techniques use Structural Equation Modelling (SEM) with the help of AMOS applications. Findings: The results showed that the role of employee engagement in mediating the effect of self-efficacy on burnout was significant.

Abstract. Public service motivation (PSM) has become a popular topic discussed in various studies concerning the public sector. However, there is still limited literature discussing PSM, transformational leadership, and affective commitment simultaneously. Therefore, this study aims to examine the role of transformational leadership on affective commitment in the public sector by considering PSM as a mediating variable in the Indonesian context. This study applies a quantitative approach based on data collected from 172 Customs and Excise employee respondents. Primary data was obtained through a purposive sampling method and analyzed using a structural equation model (SEM). The results indicate a positive and significant influence of transformational leadership on PSM, PSM on affective commitment, and transformational leadership on affective commitment. However, the findings show that PSM does not mediate the effect of transformational leadership on affective commitment. The study also addresses some theoretical contributions and managerial implications concerning these topics. Keywords: Transformational leadership, affective commitment, public sector, public service motivation, mediating variable