This seems a bit harsh. Nobody really says that about the participants in the Milgram experiment[1], but the psychologist in the ABC article says that this is probably why the caller targeted fast food restaurants

>"Everything is by the book," he explained. "This is how you serve it. This is exactly how you do it. You follow the book — you're OK. I believe he picked fast food restaurants because he knew, once you got them away from that book, once it was something outside the manual or the procedures, they would be lost."

[1]https://en.wikipedia.org/wiki/Milgram_experiment