Ritz-Carlton allows its employees to spend up to $2,000 on every guest to ensure a memorable stay. No form required. No approval necessary. No restrictions.
United Airlines could have adopted a similar policy for passengers they overbooked on purpose. Rather, their policy called for a forcible removal.
Some policies make employees feel trusted and some don’t. Some policies call for the employees’ best judgement and some seek to replace it.
Employees respond in kind because culture is an outcome of how we do things.