实现客户满意是任何企业的首要目标，然而，企业经常面临一些看似超出其控制范围的因素的挑战。例如，在咖啡店的例子中，可以说有一些障碍会限制咖啡店提高顾客满意度，这些障碍对企业来说既是内部的也是外部的。内部障碍是那些在业务控制范围内但仍然可能挑战客户满意度的障碍还有外部障碍被认为是那些在业务控制范围之外的障碍。时间对每个人都很重要，如果一个人觉得自己的时间被浪费了，那么他可能不会对自己浪费时间的情况有一个难忘的或有利的看法。研究表明，当人们在上学的时候有了孩子，他们可能会选择能够更快到达家的工作环境，或者选择离学区更近的房地产(Fornell et al, 1996;安德森等，1994)。所以，在如此强调时间的情况下，人们也会根据时间来选择自己在咖啡店的满意程度，这是有道理的。
To achieve customer satisfaction is the foremost goals of any business, however, businesses are often challenge by elements that are seemingly outside their control. For instance, in the example of the coffee shop it can be said that there are barriers that would restrict the coffee shop from increasing its customer satisfaction and these barriers are both internal and external to the business. Internal barriers are those barriers that are within the control of the business but which could still challenge customer satisfaction nevertheless and then there are external barriers which are seen to be those barriers which are outside the control of the business in question.Time is of essence to everybody and where a person feels their time is wasted then they might not carry a memorable or favorable opinion of that situation where their time was wasted. Research studies indicate that people might end up choosing work situations where they might be able to reach their home faster or would choose real estate that is closer to school districts when they have children in school years (Fornell et al, 1996; Anderson et al, 1994). So with so much emphasis given on time it makes sense that people would also choose their satisfaction level in the coffee shop based on time.
In order to save time for the customer, the coffee shop must improve on timely service. However, timely service will be affected by internal barriers such as training of the customer or by external barriers such as that of traffic in the location where the coffee shop is located and more. Internal barriers in the context of time issues for the customers are created by an inadequacy in the lack of training of employees, lack of number of employees needed to serve the customers better, lack of proper seating spaces within the coffee shop, faster billing services and even the lack of proper parking spaces. Each of these would be internal barriers that the coffee shop has to resolve with respect to the concept of time. Now there would be many more issues other than time such as quality of food and more which would also need to come into similar consideration. External barriers with respect to customer satisfaction would be based on such issues as that of the pricing for food or coffee, the tax being levied for the parking space and more. These are issues that are not under the complete control of the coffee shop as price for land or food would vary based on the food industry or the government regulations.