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________ has consistently proven to be the most important determinant of service quality.

The Offshore Sailing School in Jersey City, New Jersey, offers a basic sailing course, which takes place in three days over two weekends, for $495. Students enrolled in the course attend classroom sessions that cover the theory and technology of sailing and receive hands-on sailing instructions in the water that introduces them to all fundamental sailing skills. Student participation in the Offshore Sailing School’s classroom sessions and hands-on sailing instructions illustrates the________ characteristic of services.

Last week, Francine bought a 6-month membership package at Planet Fitness. She plans to exercise at Planet Fitness four days a week by participating in an aerobics class, using the nautilus equipment and having a personal trainer. By the time her 6-month membership expires, Francine hopes to lose 20 pounds, tone and strengthen her muscles, improve her cardiovascular fitness and look and feel more attractive. Francine’s expectations for her health and physical appearance reflect her________ level of service for Planet Fitness.

________ service represents the minimum tolerable expectation, the bottom level of performance acceptable to the customer.

The characteristic of a service that refers to differences in employees’ performances is

Establishing a wholly owned subsidiary in a foreign country can be done:

A joint venture establishes a new firm that is jointly owned by two or more independent firms.

The foreign exchange market:

Hedging is when a firm insures itself against adverse consequences from unpredicted changes in future exchange rate changes.

When a firm expects rapid imitation of its core technology by competitors, what should it do?