The Broadmoor Hotel in Colorado Springs, Colorado, Maintains Its Five-Star

Multiple Choice

The Broadmoor Hotel in Colorado Springs, Colorado, maintains its five-star rating by focusing on five service characteristics: reliability, responsiveness, assurance, empathy, and tangibles. The hotel has been updating rooms built in the early part of the 20th century to meet the needs of 21st-century visitors. To accomplish this, it spent millions in improvements, renovating rooms, and adding a new outdoor pool complex. These renovations focus on the ________ service characteristic.

A) empathy
B) reliability
C) assurance
D) tangibles
E) responsiveness