Você está na página 1de 2

1. Al-Safar, Majda.

Mohammed, Ahmed (2008): "The impact of application


total quality management philosophy on the operational performance for
manufacturing organizations," A case study in Petra Engineering Industries
company In the Hashemite Kingdom of Jordan.
2. Islam, Aqraoa. Mohammed, Ghazi (2014/2015): "The impact of the quality
of service on the external customer satisfaction," University Ackley Mohand
al-Haj - Bouira.
3. Iman, Nour Al-Dain. Sore’ya, Cohal (2007/2008): Efficiency, Effectiveness,
Ethics of the institution: The perspective of stakeholders.
4. Hanafi, Abdul Ghaffar (2006): The basics of business management
organizations, Alexandria University House, p. 224.
5. Idris,Thabet (2002): Efficiency and quality of logistics services, Alexandria
University House, p. 145.
6. The annual report, Palestinian Telecommunication Group, 2015.
7. Abu Rahma, Ibrahim, (2010): Requirements of Application of Marketing
Quality Management.( Holistic Marketing) Case Study of Palestinian
Cellular Communications Company"JAWWAL".
8. Morsi, Jamal al-Din. Abubakar, Mahmoud (2011): The art of customer
service and sales skills manual, Alexandria University House, p.23.
9. Arab British Academy for Higher Education, Customer Service, p. 1.
10.Arab British Academy for Higher Education, Customer Service, p.357.
11.Derbaix, Christian. brée, Joel(2000): "Consumer behavior, economica
edition", Paris, P505.
12.Ray, Daniel(2001): "Develop and measure customer satisfaction,
organizational 2nd edition print", Paris, P22.
13.El Miniawy, Aisha(1998): "Consumer behavior: systematic and strategic,
Ein Shams Library, Cairo", p. 128
14.Taleb, Alaa. Al-Janabi, Amira(2009): "Knowledge management
(Knowledge of customer management), Dar Al Safa, Oman", p. 74.
15.Taylor (2002): "An assessment of the relationship between service quality
and customer satisfaction in the formation of consumers' purchase
intentions".
16.Bollen, Alex. Emes, Claire( 2008): "Understanding Customer Relationships"
17.Swaidan, Moses (2010): "Evaluating the Impact of Implementing Total
Quality Management (TQM) on Achieving Customers Satisfaction and
Retention".
18.Masroujeh( 2009): " Critical Factors for Customer Satisfaction and Delight in
the Palestinian Pharmaceutical Market".
19.Crosby, Deming, M. Juran (1992): " Three Experts on Quality
Management".
20.Chomky (2013): "Hidden Power and Built Form: The Politics Behind the
Architecture".
21.Center for the study of social policy (2007):" Improving Quality and access
to services and supports in vulnerable neighborhoods".
22.Henry C. Thode, Jr. (2002). Testing for Normality. New York: Marcel
Dekker, Inc. p. 479. ISBN 0-8247-9613-6.
23.George, D. and Mallery P. (2006). SPSS for Windows Step by Step. A
Simple Guide and Reference, page 231. Allyn and Bacon, Boston, MA,
USA.
24.www.jawwal.ps.
25.Daradkeh, Mamon (2001): “Total Quality Management”.

Você também pode gostar