A server at a restaurant accidentally took the incorrect dish to a customer. The customer loudly berated the server over the mistake. The server apologized profusely, forced a smile, and quickly corrected the order. After her shift, the server complained to a coworker about how rude the customer had been and how angry she had been as a result. What represents the worker's front-stage performance?
A) the server smiling and apologizing
B) the server complaining to the coworker
C) the server serving the wrong dish
D) the server correcting the order

Question

Quizplus · Accepted Answer

The server's smiling and apologizing represents her front-stage performance, which is the behavior that she presents to the customer and the public in order to create a positive image of the restaurant and provide good customer service. The server complaining to the coworker is an example of backstage behavior, which is the behavior that occurs out of sight of the customer and is not part of the public performance. Serving the wrong dish and correcting the order are both part of the server's job duties, but they do not specifically represent front-stage or backstage behavior.

A Server at a Restaurant Accidentally Took the Incorrect Dish