Performance attributes and possible metrics for internal-facing and customer-facing perspectives can be constituted as in Figure 2. The performance attributes and metrics for the customer perspective could be set to reflect the characteristics of the tourism industry, some of which are briefly mentioned in the paper, namely intangibility,
perishability, inseparability, interdependence, and service quality
Performance attributes and possible metrics for internal-facing and customer-facing perspectives can be constituted as in Figure 2. The performance attributes and metrics for the customer perspective could be set to reflect the characteristics of the tourism industry, some of which are briefly mentioned in the paper, namely intangibility,perishability, inseparability, interdependence, and service quality
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