@Millcore: I think it would do the industry well if frontline employees were given more agency (and training and support) to call out bad behavior when they see it. I try to do that in my branch of service when I can. Rewarding it just makes it worse.

@CCoyote: I'm sure people who are smarter than both of us have ran numbers and figured that, in most cases, kowtowing to that kind of behaviour is financially in the business's interest since the value of a person's money doesn't depend on their behaviour