Q 11.35: A small regional airline has implemented a balanced scorecard approach to ensure that all of its stakeholders are satisfied with its performance. Based on the company's vision and mission, it has identified the following initiatives: To be responsive to customer complaints To optimize routes To implement an employee stock ownership plan (ESOP) To increase customer loyalty Which of these initiatives is most closely aligned to the learning and growth perspective of the balanced scorecard? A to be responsive to customer complaints B to optimize flight routes and schedules to increase customer loyalty to implement an employee stock ownership plan