Linking feedback and incentives can bring unintended consequences. How would you know, for instance, if a particular customer’s complaint regarding an employee might be rooted in some form of discrimination? To feed that back to the [employee] or link customer complaints to bonus payments could well be the basis of a discrimination lawsuit. It is very difficult to distinguish between intended and unintended discrimination, and cold, hard performance evaluation and feedback.
Content: Quotation
Source: Knowledge@Wharton
Subjects: Customer Related, Human Resources, Management
Source: Knowledge@Wharton
Subjects: Customer Related, Human Resources, Management
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