This awfulness is usually seen with bigger companies, especially ones who are going or have gone public on the stock market.

The basic premise for a capitalistic market economy isn’t something I don’t like per se; consumers choose to buy goods or services from a company that best serves their needs (demand), and companies strive to provide that (supply), and the best providers win. Consumers get a great service or product (as exemplified in your example), and to do that, the staff are motivated and well paid to do so.

The shitty part is when both are disregarded in modern day late stage capitalism for the shareholder, which results in sheninagans that treat both customer and staff poorly, in the name of short-term profits.