Why does it pay to be nice to your waiter? Because if you don’t, he'll spit in your soup. That’s a concern not only for diners, but managers, who know that great customer service is key to building brand and customer loyalty. Most companies hope their employees are behaving in a friendly, professional and patient manner toward customers, and fulfilling their requests. But sometimes employees actively sabotage customers.

In this edition of Smith Business Close-Up with the University of Maryland’s Robert H. Smith School of Business, Hui Liao talks about her recent study that delves into the causes of employee sabotage.