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

To support your description of the culture, use examples from the case study and, possibly, from
the company's website and videos.

Amy Miller is the owner and founder of Amy’s Ice Cream, which was established in 1984 in
Austin, Texas. Amy’s Ice cream is the Home of the world famous Mexican Vanilla Ice Cream.
They offer handcrafts artisan super premium ice creams, dairy-free fruit ices and delicious frozen
yogurt.
Service organization culture is a pattern of expectations, values and beliefs that are shared by
employees of an organization. It is a group of traditions and beliefs that distinguish an
organization from other companies. Also, it is a system where we share orientations and hold the
unit together giving an organization a unique identity.
Amy’s philosophies were that employees should enjoy what they do. Also, the ice cream and
service should make the ice cream lovers smile. Amy’s Ice cream service is what distinguish
from other ice cream businesses. Amy’s Ice cream has an excellent reputation as a good place to
work, where their values, beliefs and expectations are shared by their employees. Additionally,
Amy knows that a solid organization culture is vital to succeed in her business, where employees
have fun of what they do rather than just making money. Her philosophies are the foundation of
her business, where employees joked and interacted with customers. Then, customers were
drawn and wanted to go back to see those performances again and again. Also, Amy’s traditions
were freedom-oriented instead of rules-oriented, where employees could bring their own music,
could wear their favorite hat and any appropriate clothing they choose. Amy’s Ice Cream has a
different philosophy for employees than other companies, which is to have fun of what they do,
and also, it has an excellent service and attention to detail to customers making it a unique entity.
Some benefits of empowerment are that employees feel better about their jobs and themselves
including differentiation. Also, employees interact with customers with more warmth and
enthusiasm serving Ice cream with excellent quality and unique flavors. All those characteristics
describe Amy’s Ice cream where employees are team-players, team work oriented and they are
involved in all functions.
o 2. What are the personality attributes of the employees who are sought by Amy's Ice
Cream? Provide and briefly explain at least 4 of these attributes.

There are many personality attributes of employees. Amy’s Ice cream is looking for individuals
who are bright, happy, shiny, innovative and energetic. They were looking for people who have
a personality that could fit in the company, could express themselves and are confident. Also,
they are looking for creative individuals, who are confident and could express themselves.
In order to find those employees, Amy’s Ice cream has a unique application where they use a
plain white paper bag in which candidates should express their artistic and creative side, by
decorating or making it an object.
o 3. Design at least 3 abstract questions that you would use for employee interviews at
Amy's Ice Cream. Briefly explain why you would ask each question to a person being
interviewed at Amy's Ice Cream.

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 1.When you work, do you enjoy doing what you do?
One of Amy’s philosophies was that an employee should enjoy doing what they do.
When Amy’s Ice Cream started many years ago, they used to hire theater majors and artists to
entertain customers while artists were enjoying what they were doing. They were very skilled in
joking and interacting with customers, that customers wanted to go back again to see their
performances. Amy’s Ice cream was looking on candidates. The company wanted to recruit,
employees who can work happy, having fun and enjoying what they were doing.

2. How would you make someone smile?

One of Amy’s philosophies was that the service and the ice cream they serve should make the
customer smile. Amy’s Ice cream wanted to recruit people who could be creative, excellent
customer service oriented and could entertain customers at to the point that customers wanted to
return again to eat more ice cream and to have a unique experience.

3. How would you understand if a customer wants to be entertained or not?

Amy’s Ice cream train new employees to express themselves from behind the counter including
to recognize which customers will enjoy the revelry and which do not. It is very important
because many customers would like to just have some unique ice cream, while others would like
to go back again for the experience, performance and unique service.

RENE

1. Describe the service organization culture at Amy's Ice Cream. To support your description
of the culture, use examples from the case study and, possibly, from the company's website
and videos.
The culture in an organization is the acceptance of a statement and ways that
influence how management and employees connect. It also influences the way the
company does business. The owner, Amy Miller recognized this concept early on
and decided that service will differentiate her business from others. Therefore, she
created a culture that focused on a “feel-good” attitude. Her beliefs were that “an
employee should enjoy what he or she does, and another that the service as well as
the ice cream should make the customer smile.”

Hello Rene,
1. I agree that their culture focused on a “feel-good” attitude. Service organization culture is a
group of expectations, values and beliefs that are shared by employees of an organization.
Amy’s Ice cream expected employees to enjoy in what they do while delivering good service
and serving ice creams to customers.
2. I want to add another attribute. Employees were enthusiastic because they were excited and
enjoying what they were doing.
3. I think that your question what is the silliest thing you have done, is good for Amy’s Ice
Cream interview, because it is a way to find out if the candidate could enjoy doing things,
since it is one of Amy’s philosophy.
Regards,
Luciana

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 2. What are the personality attributes of the employees who are sought by Amy's Ice
Cream? Provide and briefly explain at least 4 of these attributes.

Employees sought by Amy’s Ice Cream are individuals who are bright, outgoing, creative,
and energetic. Bright individuals can be vibrant and can have an intense personality.
Outgoing people are social and friendly. A creative personality have original ideas and
artistic. Energetic individuals are perky and enthusiastic.

3. Design at least 3 abstract questions that you would use for employee interviews at Amy's
Ice Cream. Briefly explain why you would ask each question to a person being interviewed at
Amy's Ice Cream.

What three words would best describe you? – This question can help the employer
identify how creative a candidate is and if they can think on their feet.

What is the silliest think you have done? – This question can help the employer know if
the individual is bubbly and outgoing. Moreover, it can help determine if an individual is
fun to be around with.

How much ice cream do you eat per week? – This can help the employer determine
what the candidate is willing to share or not tell you.

Who is your favorite super hero and why? – Since there are many different superheroes
this question can tell you if the individual is spontaneous and can build a bond.

18 hours ago
Austin Von Rotz

Amy's Ice Cream

COL LA PS E
1. The service organization culture at Amy’s Ice Cream hinges upon creating a fun
atmosphere for the customer. Production manager Phil Clay said what differentiates Amy’s
from other competition is the service. This is so important that there is training specifically
for expressing themselves at work and noticing which customers enjoy it. They also allow
certain freedoms at their stores to attract like-minded individuals. The only required attire is
a apron which they provide, but all other clothing is up to the employees’ discretion. They
can even bring their own music, as long as it matches the clientele. Amy herself has said
that employees should enjoy their work and that the service as well as the ice cream should
make the customer smile. The culture at Amy’s has emphasized their work as a lifestyle
choice, fun is paramount at Amy’s both for the employees and the customers.
2. 4 personality attributes sought by Amy’s are, charisma, alertness, dedication and
enthusiasm. Charisma and enthusiasm directly relate to Amy’s dedication to an entertaining
service for their customers; they look for employees who can project themselves over the
counter(charisma), as well as enjoy what they were doing(enthusiasm). Dedication is also
and important personality trait for Amy’s due to the service culture. The strong teamwork is
crucial for Amy’s; how could the service be fun if the employees don’t get along? By being
dedicated to their job and the company as a whole, they will have employees more willing to
do whatever it takes. Another important trait Amy’s needs is alert employees. Knowing

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 which customers enjoy what and identifying which want to be left alone is a crucial part of
the service at Amy’s.
3. Abstract Questions.
1. “If you were ice cream what flavor would you be?”: Considering this is Amy’s it would give
the interviewer a good idea of what the interviewee’s personality and enthusiasm level is.
2. “What’s the funniest thing that happened to you recently?” : This question is used to get
read on their type of humor and how quick they are into translating a funny event into a
funny joke.
3. "What are you most excited about this job?"; This gives an insight into the interviewee's
most anticipated aspect of the job, and will signal to the interviewer what they will be most
enthusiastic about.

What flavor of ice cream best describes your personality will help the company to
understand what type of person the candidate is. For example, a vanilla flavor could be a
quiet person. A chocolate flavor could be a person that would like to explore new ways and
would want to have some fun and joy. The company will prefer the candidate of chocolate
flavor because they are looking for enthusiastic people not a quiet one.

life of joy and s

You're not an anxious or stressed person – you find peace and

balance in the ev
"What flavor of ice cream best describes your personality?" a good one for abstract
questioning a perspective Amy's Ice Cream employee and why? Please elaborate.

This question will help the company to know

This question will help determine what kind of personality the applicant has. Amy’s
Ice Cream manager would not want to hear, “I hate ice cream.”
This questionwill

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