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Abstract
This article proposes and tests a research model that investigates whether work engagement mediates the effect of hope on job performance, service recovery performance, and extra-role customer service. These relationships were tested using data gathered from full-time frontline hotel employees and their managers in Romania. The results from structural equation modeling suggest that the impact of hope on job performance, service recovery performance, and extra-role customer service is fully mediated by work engagement. Based on the results reported in this study, several useful implications concerning acquisition and retention of frontline employees who can display quality performance in the workplace are provided.