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 trained always to give an estimated time for service, whether it be room service, laundry service, or simply how long it will take to be seated at one of the resort’s restaurants. when an employee makes a promise, he or she keeps that promise. which service characteristic is the hotel focusing on?