Question

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.

Answer 1

Answer:

The correct answer would be, Tangibles.

Explanation:

Tangibles are the things that can be touched by hand. Anything that can be physically felt and touched are considered in the category of tangibles.

So in this question, the five service characteristics are Reliability, Responsiveness, Assurance, Empathy and Tangibles.

Now the hotel has been updating its rooms to meet the 21st century visitors' needs which were built in the 20th Century. The hotel management has spent millions in terms of improvements, renovation and adding new outdoor pool complex, which means that the company has spent and spends millions on the physical decoration and improvements of its hotel and its rooms. So these are the tangibles on which the company has spent a lot. These renovations focus on the Tangible Service Characteristic.

Answer 2

These renovations focus on the tangibles service characteristic.

Further explanation:

There are five blocks of service quality, which are termed as service characteristics as well:

Reliability: It refers to the value of the service being served. Reliability specifies the characteristic of honesty as well. Reliability specifies the nature of performing well consistently. The company makes certain promises to the customer about its services. The employees of the company cannot express anything which is not in accordance with the policy of the company. The employees are trained in such a manner to retain the trustworthiness of the entity.

Assurance: The nature of being confident is termed as assurance. The company can train its employees to meet the particular situations in an efficient manner. The employees are provided with resources to help the customers in particular cases. The problems are observed in order to control their occurrence in the future.

Empathy: Empathy refers to the nature of being understanding. The communication can be made in such a manner to assist the customers in the best possible manner. The guests should be called by their name or the ID provided to them.

Responsiveness: The employees must be attentive to solve the problems of customers. The needs of the guest must be catered efficiently. The employees should have a nature of hearing the problems and apologizing for the inconvenient situation.

Tangibles: The Company might spend on its infrastructure and assets to bring quality in its services. The improvements made to the tangible resources are considered as tangible service quality.

In the given case, Broadmoor Hotel in Colorado Springs has managed to maintain its five-star rating by following the above five service characteristics. The hotel has made updates to the rooms which were built in the 20th century to tackle the needs of 21st-century visitors. It has spent millions for improvement and renovation of the rooms, and a new outdoor pool complex has been added to the hotel.  

The given updates are mainly concerned with the tangible resources of the hotel. Thus, these are covered under tangible service characteristic.

Therefore, these renovations focus on the tangibles service characteristic.

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Answer details  

Grade: Middle School

Subject: Business Studies

Chapter: Service characteristics

Keywords: Broadmoor Hotel, Colorado Springs, maintains its five-star rating, updating rooms built, 20th century to meet, reliability, responsiveness, assurance, empathy, and tangibles. Spent millions in improvement, outdoor pool complex, service characteristic, these renovations, meet the needs of 21st-century visitors.