Managing through rose-colored glasses

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<namePart>Keiningham, Timothy L.</namePart>
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<namePart>Birkinshaw, Julian</namePart>
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<abstract>Most managers believe the "facts" that fit their view, even in the face of conflicting information or outright contradiction. In this article, authors found that many of the most popular assertions about loyalty and customers are not right managed</abstract>
<note type="statement of responsibility">Timothy L. Keiningham, Julian Birkinshaw and Michael Mol</note>
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<text>Vol. 48, nº 1,  Fall 2006 ; p. 15-18</text>
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