Which term refers to the collection of values, beliefs, behaviors, customs, and attitudes that distinguish one society from another?

Regarding responding quickly to customers with e-service,

A) waiting more than a few seconds for a screen to refresh is unacceptable to most customers. B) long pauses of several minutes in chat sessions are generally okay because they indicate that you are thinking about the customer's request. C) customers are very understanding when e-service is slow, especially when dealing with a small company that may have fewer resources. D) the expectation for quick turn-around on customer questions is about the same as it has been for several years.

Which of the following Competitive Forces is impacted by the Internet?

A) substitute products or services B) bargaining power of buyers C) intensity of rivalry among competitors D) All of the above