
For each of the following Balanced Scorecard measures, identify which of the four perspectives (Financial, Customer, Internal Business Process, or Learning and Growth) the measure best represents.
________a.On-time delivery of gasoline from refineries to retail stations
________b.Customer satisfaction
________c.Common stock price
________d.Return on investment
________e.Market share
________f.Number of days lost to accidents
________g.Employee satisfaction
________h.Friendliness of employees
________i.Repeat purchases
________j.Cash flow from operations
Correct Answer:
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b....
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