A cruise line issued a statement after numerous passengers became sick with a norovirus. The statement acknowledged the passengers’ complaints and the cruise line’s deep regret that passengers had not been able to fully enjoy the cruise. It offered each passenger a voucher for $10,000 for another cruise. Many cruise passengers were outraged with the offer and took to social media to express their dissatisfaction. What step did the cruise line executives skip? 2 3 5 6