العلاقة بين نظم إصلاح الخدمة و الاتصالات التسويقية الشفوية و انعكاسها الاستجابة الشعورية الإيجابية للزبون : دراسة تحليلية لآراء عينة من زبائن شركات السياحة العاملة في العراق

Abstract EN

This study aims to investigate the relationship between service recovery systems and Word-of-Mouth and it's reflecting on positive emotion response of customer.

It has been selected sample of (375) customers' tourist companies in Iraq.

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 study 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).

In the light of the conclusions have been formulation a set of recommendations was the most important (Investment companies systems and strategies of service recovery, and training and empowerment employees to deal with cases of service failure, and that the companies make full attention to customer retention by avoiding and treatment failures).