Josh has operated a sandwich shop for more than 15 years in…
Josh has operated a sandwich shop for more than 15 years in a beach town. He works every day of the week, and rarely takes a vacation, even when business is slow during the winter months. Two years ago, a well-known restaurant chain opened around the corner from his sandwich shop, and since then, he has experienced a decrease in sales. Unlike the new restaurant, Josh does not offer mobile ordering and nor does he advertise on social media; he only relies on foot traffic into his shop. He is reluctant to admit that his operational approach is no longer working. This scenario represents:
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