Every McDonald's employee is expected to treat each customer the exact same way. When a customer approaches the counter, the employee is supposed to smile and say, "Welcome to McDonald's. May I please take your order?" The idea that all customers are treated in the exact same manner reflects which characteristic of bureaucracy?
A) Hierarchy of Authority
B) Technical Qualifications
C) Division of Labor
D) Impersonality

Question

Quizplus · Accepted Answer

Impersonality in bureaucracy means that interactions and decisions are based on a set of uniform policies and rules, rather than personal feelings or preferences. This ensures that all customers are treated equally, as illustrated by the McDonald's policy.

Every McDonald's Employee Is Expected to Treat Each Customer the Exact