Guests who stay at a Walt Disney World resort hotel 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.

Question

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The two questions (if the guest would recommend the hotel to a friend and if they would return to the same hotel) are both focused on the customer perspective of the balanced performance scorecard. This perspective measures how well the organization is meeting its customers' needs and expectations.

Guests Who Stay at a Walt Disney World Resort Hotel