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

The Broadmoor Hotel in Colorado Springs, Colorado, maintains its five-star rating by focusing on five service characteristics: reliability, responsiveness, assurance, empathy, and tangibles. Employees are instructed to always address a guest by name, if possible. To accomplish this, employees are trained to listen and observe carefully to determine a guest's name. Which service characteristic is this an example of?

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