| A | B |
|---|
| Human resources | People who work to produce goods or services. |
| Information management | The process of accessing, processing, maintaining, evaluating, and disseminating knowledge, facts, or data for the purpose of assisting business decision-making. |
| Management function | Groups of activities related to management (i.e., planning, organizing, staffing, directing, and controlling). |
| Management information system (MIS) | An integrated technology that assists with an organization’s information management needs. |
| Staffing | A human resources management activity that involves recruiting, interviewing, hiring, orienting, and dealing with job changes for a company’s employees. |
| Strategic planning | Long-range planning (three to five years) for the company as a whole. |
| Tactical planning | Short-range planning (one year) of specific actions the business will take. |
| Courtesy | Polite behavior; good manners. |
| Customer relations | All the activities a business engages in to interact with its customers. |
| Customer service | Activities and benegits provided by a business to its customers to create goodwill and customer satisfaction. |
| Internal customers | The people (i.e., employees) who work cooperatively together to achieve business goals. |
| Productivity | The amount and the value of goods and services produced (outputs) from set amounts of resources (inputs). |
| Word-of-mouth promotion | Promotion for a business provided by customers who tell others of their satisfaction with the business. |
