Question $11(0\mathrm{.}5$ points$)$

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Leary's Shoes has sold and repaired shoes and leather goods in a shop in the mall since $1963.$ For decades, the shop flourished, particularly during holiday shopping seasons when the mall was crowded with shoppers. Ros Leary, the founder's daughter, assumed management of the store when her father retired in the late $1990$s$.$ Unphased by the introduction of online shopping and shoe services, Ros believed her customers preferred personal service and would continue buying their shoes in person. However, year by year, the store's sales and profits fell, even when Ros lowered prices, expanded her offerings, and held special sales promotions. What situation describes the contradiction between Ros's beliefs about the shoe business and the evidence she is experiencing?