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The article is about test customer which the passage define as employers secretly hire outsiders and disguise them as customers.
The professor provides an example of restaurant manager.
She states that manager try to evaluate his employee. But since employee were ware evaluation.
They put on act. This way was no use. They hire outsiders and disguise them as customers.
So, they don't know they are ware way of evaluate.
after this evaluation, they report back to the manager.
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