Flying Across the Pacific Ocean Is an Eight-Hour Trip That

Flying across the Pacific Ocean is an eight-hour trip that could be dreadful if you did not fly Singapore Airlines. One frequent flyer between the U.S. and Japan noted its "cabin crew do not give the usual impression of doing passengers a favor by taking care of them. In short, they make flying with Singapore Airlines a pleasure". What role does this passenger have the cabin crew playing?

A) Embodying the service
B) Marketing the organization
C) Personifying the service in the customer's eyes
D) Engaged in capacity management
E) Eliminating the need for differential advantages