There Is a Struggle Between Customer and Worker to Control

question 16

Multiple Choice

There is a struggle between customer and worker to control the service interaction because

• A)workers and customers have different criteria for defining a successful interaction.
• B)the customer role is ambiguous and poorly defined.
• C)the worker role is ambiguous and poorly defined.
• D)the status of service workers is always lower than the status of customers.
• E)the service worker has less education than the average customer.

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Definitions:

LGBTQ Students

Students who identify as lesbian, gay, bisexual, transgender, or questioning/queer, encompassing a diverse community of sexual orientations and gender identities.

Gender Expression

The external manifestation of one’s gender identity, through clothing, behavior, hairstyle, voice, and other forms of presentation.

Don't Ask, Don't Tell

A former policy of the U.S. military prohibiting the discrimination against or harassment of closeted homosexual or bisexual service members, while barring openly gay, lesbian, or bisexual persons from military service.

Military Services

Military services refer to the armed forces of a country, responsible for defending it against external threats and ensuring its sovereignty through combat and strategic operations.