130. CSO: 1B3b LOS: 1B3r
Consider the following categories of performance measures.
I. Profitability measures.
II. Customer-satisfaction measures.
III. Efficiency, quality, and time measures.
IV. Innovation measures.
A cruise line operates on a national scale in a very competitive marketplace. In view of
this information, which measures should the company use in the evaluation of its
managers?
a. I only.
b. I and II.
c. II and III.
d. I, II, III, and IV.
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