The current study explores boundary conditions and underlying mechanisms through which commitment and transformational leadership (TFL) affects customer service representatives (CSRs) performance in the telecom sector. Additionally, it investigates how and why the engagement of employees mediates the relationship of commitment and leadership with the productivity of employees. Data collected from the CSRs of telecom companies were analyzed through SmartPLS. The results revealed a positive relationship between leadership style, organizational commitment, and employees performance. This research also found the complementary mediation of employee engagement. Therefore, this research provides evidence regarding effective management style and the requirement of a conducive work environment that nurtures engagement and commitment within CSRs. Furthermore, it stresses the need for a psychological bond between leaders and employees, which fosters productivity with the help of engagement. Organizational efforts directed to enhance performance would be fruitful in a culture that promotes TFL style, commitment, and engagement of employees as performance is largely dependent on these attributes.
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