The drawback is that all causal chains simplify reality. Yet, they are so compelling that
they may motivate oversimplification. Finding that employee attitudes predict customer
responses, organizations may invest heavily to maximize employee attitudes. Yet, at some
point other factors (such as employee knowledge of products) become more important.
Continuing to raise attitudes can actually be sub-optimal, even if it still produces small additional
changes in business outcomes. It’s important to have a logical framework that can reveal the
new paths as they emerge.