| A | B |
|---|
| Service culture | A service environment made up of various factors, including the values, beliefs, norms, rituals and practices of a group or organization |
| Customer-centric | Organizations that put their customers first and spend time, money and effort doing just that |
| decoding | A part of interpersonal communication in which the messages received are analyzed by the receiver in order to understand the messagee anal |
| encoding | The stage where the sender determines what message will be sent and how it will be sent |
| paraphrase | A receiver giving back in his or her own words what the sender has said |
| semantics | The study of meaning in language; relationships between words and how we draw meaning from them |
| paralanguage | Your tone, pitch, or manner of speaking, and study of relationships between signs, symbols and words |
| service sector | Organizations and individuals involved in delivering service as a primary product |
| downsizing | When empty positions are left unfilled once someone leaves an organization |
| networking | Process of building relationships and sharing of resources |
| offshoring | The relocation of business services from one country to another |
| outsourcing | The practice of contracting with third party companies or vendors outside the organization to deliver products and services to customers |
| e-commerce | An entire spectrum of companies that market products and services on the internet and through other technology, and the process of accessing them by consumers |
