Of course, benefit if service organizations employees go above and beyond their call of duty to exceed the expectations of customers. What does 'going above and beyond the call of duty' mean to you? Is it a glorified way to extract uncompensated time from frontline employees? worker exploitation with a halo to it?

As a manager, would you reward an employee for consistently going above and beyond the call of duty?

AND, would you penalize an employee (even indirectly, subtly, passive-aggressively) for meeting the call of duty expectations, but not rising above and beyond the call of duty? Discuss.