Compaq Computer's Decision to Charge Customers for Phone Technical Support

Compaq Computer's decision to charge customers for phone technical support to reduce the high cost of phone support and encourage customers to read documentation was a failure because consumers like the human touch.Customer rebellion forced Compaq to rethink this policy.As a result,Compaq decided to focus its resources on reaching the inexpensive home computer market segment through enhanced customer service.What is Compaq engaging in?

A) control and evaluation
B) the search for a differential advantage
C) strategic planning
D) alternative selection