what is a response to a peer's email that states - Caniche, Thank you for the post this week. I would like to expand on the human involvement aspect of management in the service industry. There are multiple things to consider regarding managing the "people" side of service-related industries. Training and development, employee engagement, feedback, performance measurement, etc., but what I think makes quality management in services more difficult than manufacturing, is managing the employees. This comes down to leadership styles and understanding motivation and organizational behavior, but the link between employee satisfaction and customer satisfaction is apparent. Wagenheim, et al., (2007) state that employee job satisfaction affects customer satisfaction even for employee groups that are not in direct interaction with customers. Seemingly, happy employees produce repeat customers. Unlike the manufacturing industry where the majority of the employees do not interact with customers, having the right mix of employees that offer positive customer interactions is imperative to a successful service experience