The Department of Marketing Management at the College of Administration and Economics, University of Mosul, discussed on Thursday, August 13, 2026, a master’s thesis entitled “Strategies for Handling Customer Complaints and Their Impact on Sustainable Performance in Light of Customer Trust as a Mediating Variable in the Hospital Sector”, submitted by the student Jawaher Hani Hamid Al-Mawla, in Discussion Hall No. (1).

​The study aimed to demonstrate the impact of strategies for handling customer complaints, represented by compensation, apology, and speed of response, on achieving sustainable performance in its economic, social, and environmental dimensions, while testing the mediating role of customer trust in its dimensions represented by trust in the organization, trust in salespersons, trust in the brand, and integrity, contributing to providing results and recommendations that support improving hospital performance and enhancing the quality and sustainability of their healthcare services.

​The results of the study showed a significant positive impact of strategies for handling customer complaints on enhancing sustainable performance, as well as a partial mediating role for customer trust in strengthening the relationship between complaint handling strategies and sustainable performance. These results confirm the importance of hospitals adopting advanced and effective methods in managing customer complaints, making complaint resolution a gateway to building trust and enhancing organizational and service sustainability in a dynamic and competitive healthcare environment.

​The examination committee consisted of: Professor Dr. Laila Jar Allah Khaleel – College of Administration and Economics / University of Mosul – Chairman, Associate Professor Dr. Hind Khadher Ahmed – College of Administration and Economics / University of Mosul – Member, Associate Professor Dr. Harbiya Abdo Omar – Northern Technical University / Administrative Technical College / Mosul – Member, Associate Professor Dr. Bashar Dhaker Saleh – College of Administration and Economics / University of Mosul – Member and Supervisor.