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. a. empathy b. reliability c. assurance d. tangibles e. responsiveness