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.

Question

Quizplus · Accepted Answer

Tangibles refer to the physical appearance of the service facility and any tangible materials associated with the service. Renovating rooms and adding new amenities like an outdoor pool complex are examples of improvements that focus on the tangibles service characteristic.

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