After janine returned home from a vacation in california, she noticed that her new luggage had a five-inch tear in it. rather than assuming that the damaged luggage was a cost of flying and there was nothing to be done about it, she called the airline's customer service center. the person answering the phone at the center mailed her the instructions for getting her suitcase repaired at the airline's expense. janine was with the repair when the suitcase was shipped home about a month later. in this scenario, janine played the role of