When consumers believe that poor care is due to the performance of one employee, it is referred to as what?

The scenario described in the question, where consumers attribute poor care to the performance of a specific employee, aligns with the concept of service perception. This concept involves how consumers interpret and evaluate the level of service based on their experiences, which can often lead them to associate their overall experience with particular employees rather than the organization as a whole.

In this context, service perception emphasizes the role of individual interactions in shaping a consumer's view of the quality of care received. If a consumer has a poor experience with one employee, they might generalize that experience to the overall quality of service from the organization, demonstrating how critical individual performance can be in service industries.