علاقة واثر اللقاء الخدمي في سلوك مواطنة الزبون - دراسة استطلاعية لآراء عينة من مقدمي الخدمة والزبائن في القطاع الفندقي لمحافظة النجف الاشرف

Abstract

Abstract:This study aims to diagnose the relationship and effect between serviceencounters and citizenship customer behavior. Mean whith by analysis theopinions of two samples in the hotel sector of the province of Najaf. The firstsample of service providers was amounted (184) and the second sample tocustomers was amounted (212). After statistical analysis of data by using(SPSS, Var. 21) program, which used to find appropriate solutions of the studyproblem identification. Likewise, diagnosis of the impact of service encounters,while providing the service to the customer and the extent of its reflection onthe behavior of citizenship customer. Moreover, analysis its volunteerism roletowards the study sample, in order to improve hotel service provided to thecustomer then to improve the performance of the service provider and hotelsector at the province of Najaf in the Iraq. The results found a set ofconclusions the most important, as it turns out that the service providers have amajor role in strengthening the relationship, including customer and betweenthrough adapt to the needs and requests, and the elimination of confusion orreduced and that you get as a result of the emergency services or attitudinalrelying on his experience and abilities which stimulates citizenship behavior ofthe customer to make recommendations and suggestions and assistance tocustomers and information and assessment of the service provided Accordingto, the specific service times without this delay its demonstrates the ability and104expertise possessed by his work in making the customer rushes to help theorganization to achieve a good reputation from side to side, the informationderived from it to improve and develop the service provided potentialcustomers a voluntary role in the hotels of the study sample the most importantrecommendations that came out the study in order to promote the success of theservice encounters between the service and the customer provider requirementsthrough mechanisms including the selection of service providers have thequalification, skill and admitted training programs. In order to, reduce theincidence of failure that accompanies the service, and rehabilitation and adaptto customer needs, as well as identifying standards of service. Outstanding thespontaneous acts of limited service provider, which will contribute to theadoption of the behavior of the customer toward citizenship research samplehotels.