(Answered) Amys ice cream14case 41questions1describe the service

Management Studies

Amy's Ice Cream14CASE 4.1

Questions

1. Describe the service organization culture at Amy's Ice Cream.

2. What are the personality attributes of the employees who are sought by Amy's Ice Cream?

3. Design a personnel selection procedure for Amy's Ice Cream using abstract questioning, a situational vignette, and/or role playing.

Enterprise Rent-A-Car15CASE 4.2

Questions

1. How has Enterprise Rent-A-Car (ERAC) defined its service differently than that of the typical national car rental company?

2. What features of its business concept allow ERAC to compete effectively with the existing national rental car companies?

3. Use the service profit chain to explain the success of ERAC.

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