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Keywords: Steel industry
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Journal Articles
Journal:
European Business Review
European Business Review (2002) 14 (4): 276–286.
Published: 01 August 2002
... the concept of employing service quality in a non‐service industry to raise switching barriers and to create customer longevity. A survey of the UK steel industry has revealed that the higher the level of perceived quality of service, the higher the expressed intended loyalty. For steel managers...
