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As a result, customer satisfaction was declining and thus sales were decreasing. The owners of Au Bon Pain knew these human resource issues needed to be addressed before this downward spiral took over the entire company’s success.
In response to this threat of failure, Au Bon Pain recruited Len Schlesinger to join their management team. With the addition of Schlesinger’s experience in organizational behavior, Au Bon Pain was hoping to establish a system within the organization to increase sales and at the same time “improve quality throughout Au Bon Pain by increasing employee ownership –both financial and psychological- in the organization”...
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