Two Decades Ago, Travelers Who Were Looking for a Place

Two decades ago, travelers who were looking for a place to rest for the night looked for the large, multi-colored Holiday Inn signs. Eventually, the signs started looking dated and seemed to remind people of early times even though the motel chain knew travelers wanted to stay in modern rooms with all the latest amenities. Because the signs were sending the wrong message, Holiday Inn used physical evidence strategy to create more modern signage. During which step of the physical evidence strategy would this change have occurred?

A) The blueprinting of the physical evidence of service
B) Updating and modernizing of ambient evidence
C) The creation of a cross-functional service artifact
D) The updating and modernizing of physical evidence
E) Mapped the service encounter points