College of Administration and Economics

The Department of Industrial Management at the College of Administration and Economics, University of Mosul, held on Wednesday, November 19, 2025 a discussion in Hall No. (1) for the Higher Diploma thesis titled:

“Service Process Re-Engineering and Its Impact on Enhancing Customer Citizenship Behavior.”

The study, submitted by Hassan Rafid Mahmoud, examined the nature of the relationship between service process re-engineering and customer citizenship behavior, and explored how this relationship influences the enhancement of positive customer behaviors. The research also aimed to establish a clear theoretical framework for the study variables, their dimensions, and implications, contributing to a better understanding of mechanisms for improving service quality and its effects on customer loyalty and constructive behavior toward the institution.

The results indicated that service process re-engineering is an effective strategy that helps companies keep pace with modern changes, and that customer citizenship behavior is positively correlated with the quality of services provided. The higher the efficiency of the service and its alignment with customer needs, the more positively customers behave and the more supportive they become of the institution.

The discussion committee was chaired by Prof. Dr. Ali Abdul-Sattar Al-Hafidh – College of Administration and Economics / University of Mosul as a chair, Asst. Prof. Riyadh Jameel Wahab as a member and Prof. Dr. Raad Adnan Raouf as a member and supervisor.