Earlier quoted context omitted.
> every economist This is well known in economics, perverse incentives is one example used to describe this kind of discrepancy. Help desk people hanging up on what is expected to be very long calls when average call length is considered a critical metric.
Perverse incentives exist. 100%. However, they are studied as a failure in the system, something to fix. They are not designed or intentionally created as part of the system as the parent comment posits.
My point was economists spend a lot of time investigating the mismatch because no company gets this completely correct.