An Article on Public Libraries Contained the Following Statement: "The

question 13

Multiple Choice

An article on public libraries contained the following statement: "The Balanced Scorecard helps organize and run the library according to a specific strategic plan, while demonstrating the library's value to the community as a whole." When dealing with the customer area of the Balanced Scorecard, the article advised librarians to use customer surveys. Why might this be a poor strategy to use?

• A) It could create information overload.
• B) Customer surveys are never reliable.
• C) Stakeholders should not be involved in the creation of a Balanced Scorecard.
• D) Results may only reveal halo effects.
• E) Customer surveys are typically misleading, skewed to positive feedback.

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Definitions:

Stereotype

A generalized belief or expectation about a particular group or class of people that individuals apply to members of that group.

Self-fulfilling Prophecy

A prediction that directly or indirectly causes itself to become true, due to positive feedback between belief and behavior.

Social Cognition

The study of how people process social information, including understanding others, social attitudes, and cognition in social contexts.

Attribution

The process of ascribing causes to behaviors and events, often influencing how individuals understand and react to the world around them.