I do think people tend to over estimate how much staff care at all about the outcomes of new initiatives. Rolling out a new in house chatbot? More likely just going to fire everyone and give you more work.

So many companies have such failed cultures they are just getting by delegating all serious matters to younger companies with people who actually care. If your staff never benefit from any of their work, nobody has any reason to care about how well you build your own in house Support / CRM / Chatbot / SaaS.

Not sure if this has been coined as a term, but its some form of "effort arbitrage"