After Japonica and DeShawn Returned Home from a Vacation in California

Multiple Choice

After Japonica and DeShawn returned home from a vacation in California, Japonica noticed that her new luggage had a five-inch tear in it. Rather than assume that the damaged luggage was a cost of flying and there was nothing to be done about it, she called the airline's customer service center. The person answering the phone at the center mailed her the instructions for getting her suitcase repaired at the airline's expense. Japonica and DeShawn were pleased with the repair when the suitcase was shipped home about a month later. In this scenario, Japonica and DeShawn played the role of:

A) Customer mix manager
B) Competitor
C) Productive resource
D) Contributor to quality and satisfaction
E) Recruiter