... agricultural, or nat-ural resources industries. So-called internal services cover a wide array of activities including recruitment, publications, legal and accounting services, payroll adminis-tration, ... detract from it. Direct involvement in service produc-tion means that customers evaluate the quality of employees' appearance and social skills, as well as their technical skills—concerns ... procedures are user-friendly and offer customers greater convenience. Balancing Demand and Capacity In general, services that process people and physical objects are more likely to face capacity...