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.
Question 2
The Deepwater Horizon rig operated by British Petroleum (BP) exploded, killing 11 workers and spilling 5 million barrels of oil over a 3-month period. This occurred in
a. 2008
b. 2009
c. 2010
d. 2011
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