دور نظم إصلاح الخدمة في تعزيز الاستجابة الإيجابية للزبون : دراسة تحليلية لآراء عينة من زبائن شركات السياحة العاملة في العراق

الملخص EN

This research aims to investigate The role of tourism services recovery systems enhancing positive response to the customer.

It has been selected sample of customers tourist companies in Iraq, to conduct the study , the study based on main hypothesis that (can activate the positive customer response through services recovery systems) .

It has been dependence on empirical measurements from previous studies to verify these hypotheses , and that using a variety of statistical tools for the analysis and processing of data and information by using the necessary statistical packages through simple correlation matrix, the simple regression analysis and structural equation modeling to test the hypotheses of the study and (SPSS vr.19) program and (Amos vr.23) program .

The research found to a set of conclusions was the most important (The effect of perception customers to the effectiveness service recovery systems Contributes to the enhancing their positive responses) .

And in the light of the conclusions have been formulation a set of recommendations was the most important (necessity Investment companies systems and strategies of service recovery which owned , and training employees and empowerment them to deal with cases of service failure , and that the companies make the bulk of their attention to customer retention through avoiding and treatment failures).