Case 4.1 Instructions:

1. Read Case 4.1 - Amy's Ice Cream in your e-book. It is found on "page" 83. See screenshot below.
2. Answer the following four questions. Two are directly from the case, one is modified, and one is additional.
   1. Describe the service organization culture at Amy's Ice Cream. (1-2 paragraphs please)
   2. What are the personality attributes of the employees who are sought by Amy's Ice Cream. (1-2 paragraphs please)
   3. Describe a new way for Amy's Ice Cream to select personnel using abstract questioning, a situational vignette, and/or role playing. Illustrate each of your chosen techniques with a specific example of how this could be done at Amy's Ice Cream. What are some potential advantages and disadvantages of this new approach compared to what they use today? For more context on these techniques see page 76 of Chapter 4, Contact Personnel. (1-2 paragraphs)
   4. You are the head of Human Resources at Amy's Ice Cream. What additional data would you find helpful to better understand service employee retention at Amy's Ice Cream? (1 paragraph)