Tired of teddy bears, Gary decided to start repairing auto glass. Newly employed as an installer, Gary's main performance measure was the quality of the service provided to customers (although the firm also wanted installers to be efficient). Gary knew that his performance measure was largely influenced by a follow-up survey of customers' satisfaction. Knowing this, Gary would promise the customer a potential discount, bring them coffee, and spend time chatting with the customer about the newest movies. This scenario best represents the performance measurement issue related to ______.

a. Alignment
b. Controllability
c. Interdependence