When Establishing Criteria to Measure the Success of a Customer-Oriented

question 111

Multiple Choice

When establishing criteria to measure the success of a customer-oriented business, managers should

• A) limit their attention to financial measures such as profit and return on investment since these are the only objective and quantifiable measures available.
• B) focus most of their attention on measures of employee satisfaction, since without good employees the firm will not be competitive.
• C) focus primarily on financial measures, but pay some attention to nonfinancial concerns.
• D) recognize that, while financial measures are important and should be considered, the purpose of the firm is to satisfy both internal and external customers.

---

Definitions:

Cortical Structures

The parts of the brain involved in higher brain functions, including sensation, voluntary muscle movement, thought, reasoning, and memory.

Reticular Activating System

A network of neurons located in the brainstem that regulates wakefulness, sleep-wake transitions, and attentional processes.

Hippocampus

A key structure in the brain involved in memory formation and spatial navigation.

Unconscious Processing

Mental processes not within the immediate awareness of an individual, influencing behaviors and perceptions without conscious knowledge.