I'm studying Service Marketing and having the practice multiple-choice question:

What does the concept of "role conflict" refers to?

1. It refers to the idea that the contact personnel have to mediate conflicts that may occur
2. among customers.
3. It refers to the idea that the contact personnel may have to perform dual roles with
4. possibly conflicting objectives.
5. It refers to the idea that the contact personnel have to mediate conflicts that may occur
6. among back-office employees.
7. All of the above.
8. None of the above.

Can you please choose the right answer and give me explanation. Thanks