1. What factors could potentially have led to Fontainebleau experiencing higher levels of customer service skills gaps than Oxygen? 

2. What perspectives on recruitment discussed in the chapter can be used to analyze Oxygen’s superior performance in terms of skills gaps and staff turnover? 

3. Are there any apparent contradictions in terms of the recruitment approaches of Fontainebleau and their subsequent experiences with turnover and skills gaps? 

4. Are there any potential drawbacks with Oxygen’s approach to recruitment?

This case study encourages students to think about the role of recruitment in affecting post-hire outcomes in organizations, that is, observed skills gaps and staff turnover. The case study focuses on considerations of ‘fit’ between applicants and organizations (especially ‘personbrand fit’), considering the applicant perspective in recruitment and also considering applicants as active agents in recruitment processes. The case study also encourages students to think about the pros and cons of more informal methods of recruitment and strategies that may encourage organizational ‘fit’. Students are also asked to consider how skills issues may also be caused by other HR practices. Students should be encouraged to read the full article (found in chapter bibliography).