Service workers lack education to be knowledge workers. Economist like peter drucker believe service work does not have anything to do with using your brain. It is just repetitive tasks that you do which do not require education.
Literacy is one’s ability to read, write and ones achievements through tests.
There is a difference between waiters and waitresses literacy skills and people with high education.
Did a naturalistic observation a diner that is privately owned to see their behavior and skills they had.
Knowing the words on the menu were important for waitresses. They would have to describe the process of the dish and why that word is important.
Trials and Tribulations 