“Employees Make A Difference at Amy’s Ice Creams”

• Please read the case “Employees Make A Difference at Amy’s Ice Creams” HR IN SMALL BUSINESS at the end of Chapter 16, Strategically Managing the HRM Functions

available in your textbook Human Resource Management: Gaining A Competitive Advantage-Noe, Hollenbeck, Gerhart, Wright,11e., and answer the following questions:

1. Which elements of a customer-oriented HRM perspective does Amy’s Ice Creams seem to have?
2. Suppose Amy’s hired you as a consultant to evaluate whether the company has an effective HRM function. Which outcomes would you look for? How would you measure

them?

3. Generally, a small ice cream shop such as Amy’s cannot afford to pay store workers very high wages. How well do you think the company can achieve high employee

satisfaction without high pay? What can it do to foster satisfaction besides the efforts described here? How could e-HRM support these efforts?