At a Company Call Center, an Incentive Program Rewards Employees

At a company call center, an incentive program rewards employees based solely on the number of customers served. Since faster service is achieved by reducing service quality, service declines. This is an example of ________.

A) management programs enhancing the effects of direct leadership behavior
B) management programs limiting the effects of direct leadership behavior
C) direct behaviors facilitating the implementation of a strategy or program
D) direct behaviors impeding the implementation of a strategy or program

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