Ella is a manager at an ice cream store near a large sports…
Ella is a manager at an ice cream store near a large sports stadium, where customers typically wait in long lines to order an ice cream cone – before or after a game. She wants to improve customer satisfaction and sales. So, in preparation for the upcoming sports season, she adjusts in-store practices to reduce customer wait time. Considering the three management role categories and Ella’s efforts to reduce waiting lines in the store, she is playing the decisional role.