1. Which elements of a customer-oriented HRM perspective does Amy’s Ice Creams seem to have? (See Figure 16.2.)
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?