Sarah Jones has worked as the evening cafeteria aide for the past six years. She is

primarily responsible for serving the cafeteria customers during the evening meal and

ringing up sales. She is expected to wait on patrons in a courteous manner. However, a

problem has emerged in that she does not treat customers consistently and gives

preferential treatment to her friends.

Recently, the hospital administrator overheard Sarah waiting on a visitor who made a

special request to have his pie warmed in the microwave oven. Sarah informed the

customer in the short tone of voice that this could not be done because she was too busy