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OC Management Company (OCMC) has built or acquired several high-quality apartment buildings in Orange County. OCMC operates apartment complexes and earns revenues by renting out the apartments in those complexes. OCMC assigns an agent/manager (employee) to each complex (one manager can manage several complexes) to handle day-to-day operations, such as maintaining the property, advertising, and signing rental contracts. This case describes the _________ processes.