All I can think is that the rude and/or mean person is thinking that if they are obnoxious enough others will give them what they want or do what they want just to be rid of them. I personally find this sort of behavior appalling, but it must work for some people if they keep doing it. I have worked with the general public most of my life and it does appear, unfortunately, that the squeaky wheel gets the grease in many situations. Upper management doesn't want to deal with these people so they will do nearly anything to make them shut up and go away. ( I would rather tell them to go suck an egg or jump off a bridge or such - this is why I can't do management anymore). I have seen a bumper sticker "Mean People Suck" and whenever I see it I smile.