Case Study

A Business Owner's Two Hats

Read the following scenario and answer the question that follows.

An entrepreneur owns a successful bicycle repair shop. In the morning, she instructs one of her mechanics to change the standard procedure for tuning gears, a directive the mechanic is expected to follow. Later that afternoon, a potential customer enters the shop asking for a price quote on a complex repair. The customer mentions they are also getting a quote from a competing shop across town. The owner offers a competitive price, knowing the customer is free to take their business elsewhere.

Analyze the two interactions described. How does the owner's authority differ when dealing with her employee versus the potential customer, and what does this reveal about the constraints placed upon a business owner?

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Updated 2025-08-25

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