High-perfomance Work Practices as a Remedy to Reduce Service Sabotage

The main purpose of this book is to determine the impact of high-performance work practices manifested as training, selective staffing, participation and teamwork on service sabotage. Selective staffing, training, participation and teamwork are among the most important human resource practices for customer-contact employees in the hospitality industry. Their simultaneous presence is expected to lessen frontline staffs' being involved in service sabotage. The negative and significant relation between the abovementioned human resource practices is explained and justified by Signaling theory. Through quantitative method, judgmental sample of 180 frontline hotel employees in four and five-star hotels in Almaty, Kazakhstan, was chosen. The results proved that the presence of the indicators of human resource practices, namely selective staffing, training, participation and teamwork mitigates the level of service sabotage among frontline staffs. Therefore, all proposed hypotheses received support from the empirical data. That is to say, management of hospitality industry should apply these practices and strategies to decrease employees' tendency towards such deviant and negative behavior.