Billy Worked at a Retail Store During the Holiday Season

Multiple Choice

Billy worked at a retail store during the holiday season, and it was very stressful. At times, Billy had to deal with angry customers. One such day with one such customer, Billy stated, "I know I'm not meeting your expectations, but if you wish to know why, please see my Manager Joan Doe." In this case, Billy's strategy for avoiding an account for his behavior is best explained as which of the following concepts?

A) mystification
B) referral
C) identity switching
D) none of the above are correct