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The article is about Test customer. which the passage defined as employers secretly hire outsiders and disguise them as customer.
The professor provides an example of restaurant manager.
He state that restaurant manager tired to evaluate employees, but since employee are aware of that they were evaluated. so They put on an act. so evaluation is useless.
Then, manager decied to hire test customer. They act like normal customer. so employees don't realize that they were evaluated. After evaluation, test customer report to manager.
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