دور سلوكيات العمل العاطفي في تعزيز سلوك مواطنة الزبون الخارجي : دراسة استطلاعية لآراء عينة من مقدمي الخدمة و الزبائن في القطاع الفندق لمحافظة النجف الأشرف

الملخص EN

The study aimed to diagnose the role of behavior and Emotional Labor in promoting the behavior of citizenship customer through the dual sample in the hotel sector of the province of Najaf، the sample for the first service providers totaled (184) and the second sample to customers the hotel was (212) after conducting the statistical analysis by adopting the statistical program SPSS، Var.

21)) to find appropriate solutions to the problem of the study of the identification and diagnosis of the impact of emotions in the work of personnel service providers in the behavior of citizenship customer while providing service to them and their reflection on the behavior of citizenship customer and the role of volunteerism towards the study sample organizations in order to improve hotel service provided to the customer، and improve the performance of the service provider The hotel sector of the province of Najaf، Iraq.

The study found a set of conclusions، the most important، as it turns out that the service providers have a major role in strengthening the relationship between them and customer between by adapting to their needs and requests، and the elimination of confusion or reduced and that you get as a result of the emergency services or attitudinal relying on his experience and abilities which stimulates citizenship behavior of the customer to make recommendations and proposals and to help customers and information and assessment of the service provided، also found the impact of the behavior of emotional work to service providers in the voluntary behavior of the customer by showing emotions in the workplace during the provision of services، when the service provider shows interest in advance of the service and to meet customer needs on according to the specific service times without delay this demonstrates the ability and the expertise in his work which makes the customer rushes to help the organization to achieve a good reputation through information gleaned from it to improve and develop the service provided to prospective customers a voluntary role in the hotels of the study sample.

The most important recommendations that came in the study need to adopt strategies of service providers to the surface and deep representation display emotions at work in a positive way towards the customer، which will contribute to the adoption of the behavior of the customer toward citizenship study sample hotels.