An Advertisement for the Four Seasons Hotel Featured Marlene Wei

An advertisement for the Four Seasons Hotel featured Marlene Wei, a housekeeper at the Four Seasons Hotel in Chicago. Copy for the advertisement noted that "Marlene is the soul of concern. She cannot sleep well at night unless she is certain you will. Her mission is to enhance your personal comfort and, in turn your professional efficiency the following day". By featuring Marlene Wei in an advertisement, the Four Seasons Hotel is:

A) Managing its service promises
B) Resetting customer expectations
C) Improving customer education
D) Managing horizontal communications
E) Educating the customer