Based on the article by John G. Gabarro and John P. Koter. Traditional
management theory stresses the importance of managing down. This case
study conducted at Au Bon Pain, the Boston-based specialty fast-food chain,
stresses the revolutionary concept of managing up to help companies improve
their productivity and employees increase their job satisfatcion. Focusing
on President Ron Shaich and key members of his middle management team,
Gararro defines and develops the three elements crucial to building and
improving employee/employer relationships.