Guests Who Stay at a Walt Disney Resort Hotels Are

Guests who stay at a Walt Disney resort hotels are asked to complete a comment card when they checkout. In one section of the comment card, guests are asked if they would recommend the hotel they stayed at to a friend and if they would return to the same hotel. These two behavioral intention questions are focusing on the _____ perspective of its balanced performance scorecard.

A) Competitive
B) Customer
C) Financial
D) Innovation and learning
E) Operational